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FAMILY AND DOMESTIC VIOLENCE SUPPORT

If you are affected by family or domestic violence, please let us know when it is safe to do so. We will handle your information sensitively and can work with you to protect your account, communicate safely and provide appropriate support.

Family and domestic violence can take many forms, including physical, emotional, psychological, sexual, technological and financial or economic abuse. Energy accounts may sometimes be used as a means of financial abuse or to obtain information about a person’s location.

You do not need to provide documentary evidence of family or domestic violence to access our support.

We can:

  • communicate with you using your preferred safe method, wherever reasonably practicable;
  • take additional steps to protect your personal and account information;
  • help secure your account and update your contact details;
  • work with an authorised support person or representative if you choose;
  • discuss flexible payment and hardship assistance; and
  • consider the impact of family or domestic violence when managing any energy debt.

We will handle the information you provide sensitively and confidentially. We will not disclose your information to another person without your consent unless disclosure is required or permitted by law.


If you are in immediate danger, call 000.


For confidential counselling and support, contact:

1800RESPECT on 1800 737 732

Text 0458 737 732

or visit 1800RESPECT.

 

FINANCIAL HARDSHIP AND PAYMENT DIFFICULTIES

Financial difficulty can happen to anyone. A change in income, illness, unexpected expenses, family or domestic violence, or other circumstances may make it difficult to pay your energy bills.


Whether you need short-term assistance or ongoing support, please contact us as early as possible. We will work with you to understand your circumstances and discuss the assistance available.


How can we help?

Depending on your circumstances, we may be able to assist with:

  • additional time to pay;
  • an affordable payment arrangement;
  • access to our hardship program;
  • information about available government concessions, rebates and other assistance;
  • Centrepay, where available;
  • information to help you understand and manage your energy use; and
  • referral to an independent financial counselling service.


To discuss your circumstances confidentially, contact us on 1300 587 623. Please tell us the safest way and time to contact you.


We can communicate with you using your preferred method, where reasonably practicable. This may include a nominated telephone number, email address or postal address.


More information

Please refer to our Family Violence Policy and the applicable Hardship Policy for more information about the assistance and protections available.