If you are having difficulties paying your Active Utilities bill, it is important that you contact us as soon as possible.
Ask us for a payment plan—where you pay for your utilities in regular agreed amounts (instalments). We will offer you a payment plan unless you have already had two or more plans in the last year and did not keep to them.
When working out your payment plan instalment amount, we will take into account your capacity to pay (what you can afford to pay each week or fortnight), as well as how much you owe and how much further you are likely to use over the coming year.
Best that you only agree to an instalment amount you can realistically afford, because if you don’t stick to the payment plan or skip a payment, your plan will be cancelled and you could be disconnected.
Ways we can help
We offer a number of different programs of assistance to help our customers better manage their utilities bills, including:
- specialised staff that can provide a dedicated point of contact for our customers
- offering extensions of time to pay as well as a range of flexible payment options including specially tailored payment plans
- referring you to government departments to discuss identifying concession and rebate programs that may be available to you
- referring you to financial counselling services
- providing you with energy efficiency advice to help reduce your bills
Disconnection and reconnection
Your utilities can be disconnected if you do not pay your bill or do not follow the terms of your payment plan. To avoid disconnection, contact us immediately if you cannot pay the full amount you owe, it is important that you discuss with us alternative payment options.
You cannot be disconnected on:
- a business day before 8.00 am or after 3.00 pm
- Friday to Sunday
- the day before a public holiday, or a public holiday
- the days between 20 December and 31 December.
If we have disconnected your service and you want it to be reconnected, you must contact us within 10 business days of the disconnection.
If you were disconnected because you did not pay your bill, you must make arrangements to pay the outstanding amount and any fees charged for reconnecting your service.
If you are unable to pay the full amount owing, talk to us about paying by instalments and other assistance available.
Financial counselling services
Financial counsellors provide information, support and advocacy to people in financial difficulty. Working in community organisations, their services are free, independent and confidential.
Financial counsellors have an extensive knowledge of a range of laws and policy, including hardship policies and government concession frameworks. You can talk to a financial counsellor by ringing 1800 007 007.
Depending on which state or territory you live in, you may be able to apply for rebates and concessions to assist with paying energy bills.
Rebates and concessions vary, but are generally available to low income earners, pensioners and individuals with certain medical conditions.
Most governments also offer grants to help with electricity and gas expenses. These are available to customers with eligible concession cards, or those experiencing financial hardship.
For more information refer to our Concessions and Grants section of our website.