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Financial difficulties and hardship

We understand that life isn’t always easy. If you need support to get back on track with your energy bills, we’re here to help. Our team will strive to meet your unique needs, and will always treat you with respect, empathy, and sensitivity. 

What is financial hardship?

Financial hardship is when you would like to pay your energy bills but don’t have the money to do so. There are many reasons someone might experience hardship, including unexpected household expenses, reduced income, prolonged illness, or family violence. 

We know that energy is an essential service for your household. Whether you need support for a little while, or you’re facing long-term hardship, we’ll work with you to get back in control of your energy bills. 

Worried about an upcoming or overdue bill?

We have flexible payment options to help you with financial hardship. You don’t need to wait until your bill is overdue to get in touch, in fact accessing support early can give you peace of mind and help avoid your account going into arrears.

Our standard support options enable you to manage your payments without the help of our specialist team. These include bill extensions and fixed instalment payment plans.

You can set up and manage these options in MyENGIE, under the billing tab. You can also check to see if you’re eligible for government concessions, discounts, and rebates

What is Bill Assist?

Our hardship program, Bill Assist, is how we provide additional tailored support to meet your needs. 

Through Bill Assist, we offer a range of assistance to help our residential customers, including:

•    Payment plans that suit your situation, including long and short-term plans, and fixed or flexible instalments.
•    Flexible payment methods, such as Centrepay and direct debit.
•    Advanced payments to help you get ahead.
•    Energy-saving tips and advice to help bring your energy costs down.
•    Information on government concessions, grants and rebates, including help with eligibility and applications.
•    Referrals to financial counselling services.

Our Hardship Policies outline our commitments to you and have more details about the support available. You can view the policy that applies to your state below.


Get in touch

Call us on 13 88 08 Mon-Fri, 8am-7pm (AEST) or chat online Mon-Fri 8am-8pm (AEST) with us to discuss your options.

Hardship policy

Download our policy for ACT, NSW, QLD and SA


Hardship Policy

Download our hardship policy for VIC


Hardship Policy

Download our hardship policy for WA


Login/Register for MyEngie

You can apply for payment extensions and set a payment plan online via MyENGIE

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