Financial hardship
If you are finding it hard to pay your energy bill, you are not alone, and we are here to help with practical support.
/ Overview
Practical help when you need it
ASENO’s hardship and payment support arrangements can include tailored payment plans, payment extensions, assistance accessing concessions and other support available under the applicable rules and policies.
There is no shame in asking. The earlier you reach out, the more we can do, and we treat every situation with respect and confidentiality.
/ How it works
Getting support is straightforward
Reach out early
Complete the hardship form or call us. The sooner you do, the more options we have to help.
We assess together
We look at your situation individually and respectfully, and explain the support available.
We agree a plan
We agree an appropriate support arrangement in line with the applicable hardship policy, payment assistance rules and your circumstances.
What support you can get
The hardship program can include:
- Flexible, tailored payment plans
- Payment extensions
- Help to apply for government concessions and rebates
- Energy efficiency advice to lower your bills
- Disconnection protections that apply under the law and ASENO’s approved hardship policy
Frequently asked questions
It provides eligible customers with support such as tailored payment plans, payment extensions, concessions assistance and practical energy-use advice, in line with the applicable policy and rules.
Contact ASENO if you are experiencing temporary or ongoing payment difficulty. We will assess the available support in line with the applicable hardship policy and rules.
Tailored payment plans, payment extensions, help to apply for government concessions and rebates, and practical advice to lower your energy use and bills.
Complete the financial hardship form or call us, and our team will work through your options with you.
You can contact the Energy and Water Ombudsman in your state at no cost. See the four schemes and their numbers.
Get in touch
Our resident support team is here to help. In an emergency, always call first.
Emergencies & faults
For a power fault (poles, wires, outages or interruptions) or a gas leak or fault, contact your distributor. Their number is on your most recent bill.
Your distributor handles faults on the poles, wires and gas network.
Life-threatening or dangerous: call 000 immediately.