Here to Help: supporting customers through financial hardship

ENGIE’s Here to Help program was created in response to this. Launched in 2023, the program is designed to support customers experiencing genuine financial hardship by addressing unmanageable debt and helping them move to an energy plan that suits their needs. 

As ENGIE’s CEO, Shannon Hyde, explains, the insight behind the program was clear: “We know that when our customers get into debt, it is often really difficult for them to find a way out - and we know that when a customer is in debt with us, they probably have financial pressures in other parts of their life too.”

As a child, Shannon Hyde faced his own financial disadvantage, relying on the support of various charities and other support systems to make it through. 

Now CEO of ENGIE, Shannon is passionate about using his own experiences and insights to drive the organisation’s commitment to supporting those facing disadvantage, and giving back to causes that are close to his heart.

Meaningful support at scale

The impact of the Here to Help program has been significant. In 2025 alone, ENGIE forgave more than $12 million in energy debt, supporting around 2,200 customers facing serious financial challenges. 

Since the program was started in 2023, a total of $21.3 million in debt has been forgiven, providing relief to 14,093 customers.

For Shannon, the scale of this support reflects a deliberate decision to offer meaningful assistance where it can make the greatest difference. “It’s important that we’re doing the right thing to help customers that can’t pay their bills.” he says. “Forgiving these debts effectively gave some of our customers a fresh start as they head into 2026.”

How Here to Help works

The key to the success of this program is ongoing, meaningful contact with the customers. ENGIE’s approach provides real incentives for customers to re-engage and continue to manage their debt, aiming to help them take control of their energy bills. Shannon says “We recognise that building trust is challenging, especially as energy costs rise, but we remain committed to supporting customers honestly and transparently.”

When a customer falls behind on their energy bills, ENGIE makes every attempt to contact them and start a conversation about the support available. 

Where direct contact isn’t possible, ENGIE follows up with an email or letter advising customers of the debt relief that has been applied and encouraging them to get in touch with ENGIE’s dedicated Bill Assist team, who then take the time to understand each customer’s unique situation and help them identify the best way to manage their future bills.

Crucially, debt forgiveness is only part of the process. Sustainable and ongoing support is fundamental. “As well as forgiving their debt, we are extending support to these customers into 2026 to help keep their bills manageable,” Shannon explains. “That ongoing support is key to helping customers break the cycle.”

Improving access and care

Alongside the debt relief itself, ENGIE has made a series of improvements to better support customers experiencing hardship. After some critical feedback about their relationship with the Financial Counselling sector, ENGIE worked with the industry to improve the relationship and the access for financial counsellors.  These improvements included making it easier for customers and their financial counsellors to contact the Bill Assist team, improving consistency in how payment plans are established, and encouraging customer service teams to focus on solutions that reflect each customer’s unique circumstances.

ENGIE has also partnered with specialist organisations, both locally and internationally, to help strengthen its approach and learn from others doing great things. As Shannon notes, “We know we still have some way to go but we’re making progress. We’ve recommitted to the highest duty of care in supporting customers who are doing it tough and made it easier for them to reach us when they need help. We’re listening to the experiences of others in the sector and learning from best practices, ensuring our approach reflects what genuinely works for those facing hardship.”

A fresh start heading into 2026

Completing the debt forgiveness before Christmas was a deliberate decision. “The holiday period can bring additional financial stress,” Shannon says. “We wanted our customers to be able to relax, enjoy time with family, and start 2026 afresh."

Customer feedback

The program has also been significant for ENGIE’s team, positively impacting both parties involved. Shannon notes, “Providing this added support to our customers is rewarding for our team members and they are delighted when they hear positive feedback.” 

One recipient described the sheer relief: “This is amazing! I’ve been in hardship for so long, and we’ve never had anything like this happen. It feels like winning the lottery.” Stories like this reinforce why the program exists - to ease real financial pressure and give people the breathing room and the support they need to move forward with confidence.

What to do if you need support

If you’re struggling to manage your energy bills or feeling unsure about how to keep up with payments, please visit ENGIE’s Financial Support page or give us a call. The sooner you reach out, the sooner we can work with you to find a solution that fits your circumstances.