We understand that circumstances can change and make it difficult to pay a bill on time. Whether you need a short extension or ongoing assistance, please contact Active Utilities or Savant Energy as soon as possible.
You can still contact us if your bill is already overdue or you have received a reminder or disconnection notice.
How we may be able to help
Depending on your circumstances and the requirements applying to your account, assistance may include:
additional time to pay;
a payment plan with regular, manageable installments;
changing the frequency of payments;
reviewing an existing payment arrangement;
information about government concessions, rebates or relief grants;
referral to free financial counselling;
practical information about reducing energy usage; or
support under an applicable hardship or payment-assistance policy.
We will explain the options available to you and any information we need to assess your request.
Arranging a payment plan
A payment plan allows you to pay an outstanding amount through regular agreed instalments.
When arranging a payment plan, we will consider relevant matters such as:
what you can reasonably afford to pay;
the amount owing;
your expected future usage;
how often you receive income; and
the payment frequency that best suits your circumstances.
We will explain the amount and frequency of each payment, how long the arrangement will operate and what to do if your circumstances change.
Only agree to an amount that you believe you can afford. If you are unable to make a payment or your arrangement is no longer manageable, contact us as soon as possible. We will review your circumstances and the assistance available rather than treating a missed payment as an automatic request to end the arrangement.
Short-term payment extensions
If you only need additional time to pay one bill, you may be able to request a payment extension.
An extension is not automatic and will depend on your account, circumstances and the requirements applying to your service. Contact us before the due date where possible, and we will tell you whether an extension can be provided and confirm the revised payment date.
Concessions, rebates and government assistance
You may be eligible for an energy concession, rebate or relief grant from your state or territory government.
Eligibility and application requirements vary. We can provide information about relevant programs, but the responsible government agency determines whether an application is approved.
See our Concessions page for more information.
Free financial counselling
Financial counsellors provide free, independent and confidential assistance to people experiencing financial difficulty.
You can contact the National Debt Helpline:
Call: 1800 007 007
Visit: National Debt Helpline
Family and domestic violence support
If payment difficulty is connected with family or domestic violence, confidential support and additional protections are available.
You can tell us how and when it is safe to contact you. See our [Family and Domestic Violence Support page—INSERT LINK] for more information.
Could my service be disconnected?
Contacting us about payment difficulty does not mean your service will be disconnected.
Disconnection for non-payment is subject to the notice, payment-assistance and customer-protection requirements applying to your account. We will not disconnect your service for non-payment while you are meeting the terms of an agreed payment arrangement or where disconnection is otherwise prohibited.
If you miss a payment, contact us promptly so we can discuss what happens next. A missed payment does not result in immediate disconnection.
For more information, see our Disconnection of Your Service page.
If your service has already been disconnected, contact us as soon as possible or see our Reconnecting Your Service page.
Which protections apply to me?
The assistance and protections available may depend on:
whether you are a residential or business customer;
the service supplied;
whether you are supplied by an authorised or licensed retailer or an exempt seller;
your state or territory; and
your individual circumstances.
We will explain the assistance and protections applying to your account. You can also read the Hardship Policy applicable to your account.
Contact us
To request assistance or a payment extension:
Call: 1300 587 623
Or contact us online: Submit an enquiry
If you are dissatisfied with how your request has been handled, you can make a complaint. See our Complaints Policy for information about our complaints process and applicable external dispute-resolution options.