Your right to get help

If you are having trouble paying your energy bill, there are rules which mean your energy company must let you know what help is available.

You should contact your energy company first and ask to speak to their Hardship Team. This team will be able to discuss your assistance options, such as paying smaller amounts more often or delaying payment of a bill. Anyone with a hardship plan in place, can’t be disconnected or be pursued for debt – so it’s vital that you reach out to your company if you are struggling to pay your bills.

To learn more about your right to assistance under Victoria’s nation-leading Payment Difficulty Framework, visit the Essential Services Commission

Take control of your energy bills

The Victorian Government has put  measures in place to make sure Victorians are always getting a fair deal when it comes to energy.

We know that energy bills can be stressful and confusing. That’s why we’ve developed this simple 4-step guide to help you save energy and reduce your costs:

  1. check your energy concessions
  2. make sure you are on your company’s best offer or the Victorian Default Offer
  3. apply simple energy saving tips to keep warm and stay cool
  4. ask your company for help if you’re having trouble paying your bills

Find out more below or visit the Energy Info Hub

Caring for our card holders

If you’re an eligible concession card holder, there are many discounts and rebates you can apply to help with your bills. This includes the annual electricity concession and the winter gas concession which each provide a 17.5% discount on energy bills. Help is also available for people with medical issues like life support and those needing medical cooling. There’s even the excess gas concession, which you may be able to claim if your winter bill is higher than expected and heaps more.

Find out about energy concessions available to card holders or call the Concessions Information Line on 1800 658 521.

Eligible concession card holders are also entitled to a discount on their water and sewerage bills. Find out about water concessions or contact your local water corporation as shown on your bill. 

Help with overdue power bills

If you live in a low-income household or are experiencing hardship, you may be eligible to apply for a grant under Victoria’s Utility Relief Grant Scheme. Grants  of up to $650 are available on each electricity, gas or water utility in a two-year period, or $1,300 over two years if you only use a single source of energy, such as electricity. This applies to card holders as well as low income renters and homeowners.

Find out about the grants that help households pay their overdue energy and water bills on the on the Department of Health and Human Services website.

Shop around using Victorian Energy Compare

To ensure you are on the cheapest energy deal available to you, visit the Victorian Energy Compare website, Victorian Government's energy price comparison site.

Your right to good service

If you’ve complained to your energy company about the service they’re offering you and nothing has been resolved, you can lodge a complaint with the Energy and Water Ombudsman (Victoria) (EWOV) – and they’ll investigate. Phone EWOV on 1800 500 509 or visit EWOV

Simple tips to slash power bills

See how much you can slash your power bills with these simple tips. Did you know you can save $115 a year by washing clothes in cold water, or cut your lighting costs by 80% by installing LED bulbs? Our top tips can help you save energy, and most won't cost you a cent.

More information

Download the Having trouble paying your energy bills fact sheet (PDF, 201.9 KB)

Page last updated: 03/07/20