Staying on top of energy costs

Helping people to stay on top of energy costs

• Advise them that it is imperative to open all gas, electricity and water bills sent to them, not to file them in a drawer without looking at them.
• Pay smaller amounts more often.
• Change how often a bill is paid.
• Delay payment of a bill (once a year only).
• Pay in advance if you have the money.
• For those with outstanding debts of more than $55, contact the energy company and ask for a payment plan (this will help to avoid disconnection).
• Be honest about how much you can regularly afford to pay on the debt.
• Make sure people on a Health Care Card or with a Pension Card contact their energy company once a year to provide card numbers to ensure 17.5% discount on electricity all year and 17.5% discount on gas between 1st May and 31st October.

Remember, households may also be eligible for the Utility Relief Grant scheme that entitles households to a maximum $650 in a two-year period for each of gas, water and electricity. There has been a grant increase and part payments are now available, with unspent amounts becoming accessible at another time.

For more information, contact the electricity or gas retailer or the Victorian Concessions Information Line on 1800 658 521 (free call).

If you have some outstanding debt on your energy bills:

• Contact your energy company and ask for a payment plan
• Be honest about what you can regularly afford to pay on your debt

NB: If you have a payment plan, you cannot be disconnected or receive debt collection notices while you are paying.

Getting help that works for you

If you are getting help from your energy retailer, you must work with them to manage your energy bills.

You should also talk to your energy retailer as soon as you know you may have trouble paying your energy bills.

Additional help is available

Customers who cannot afford their ongoing energy use must also be offered additional help which includes:

• A pause on debt payments for six months.
• Paying less than the full cost of your energy use (this may be added to the amount you owe later).
• Information on your energy use and how to lower it.
• Advice on other assistance (including utility relief grants and energy concessions).
• The best price which works for you.
• Practical help to reduce your energy bills (for example, use of energy efficient products).

NB: Your energy retailer will contact you to offer help if you miss a bill and owe more than $55 (including GST).

Remember: if a customer does not stay engaged and keep contact with the energy provider, they will face disconnection.

Who you need to talk to

Talk to the business that sends your electricity or gas bills.

If they can’t help, call the Energy and Water Ombudsman (Victoria) on 1800 500 509 (free call).

Reminders

Winter concessions

If a person has a health care or pension card, they can ask their utilities’ provider to make sure they are registered for the 17.5% electricity concession and the 17.5% gas one between May and November. Click here for more information about concessions and benefits.

State Government Power Saving Bonus

The Victorian Government has announced a new $250 Power Saving Bonus program for all Victorian households. 

From 24 March 2023, you can access the new $250 program by visiting the Victorian Energy Compare website and submitting an application. 

Useful Contacts

• Energy Water Ombudsman Victoria 1800 500 509
• Department of Health & Human Services Victoria https://services.dffh.vic.gov.au/utility-relief-grant-scheme