When you cannot pay the bills
Money and bills · 4 min read
Every energy, water and phone company in Australia has to offer you a hardship program. You are entitled to it — you do not have to prove you deserve it.
Ring before it is overdue if you can
Ask for "the hardship team". Say how much you can pay each fortnight — even ten dollars — and ask them to put the plan in writing. While you are on a plan they cannot disconnect you.
Ask about concessions and grants
Most states have an energy rebate for people on a concession card, and a separate emergency grant for people who have fallen behind. Both usually have to be asked for.
A financial counsellor is free
They are not a debt company. They are free, independent, and can negotiate with the company for you — often getting debts reduced or waived outright.
Bill hardship checklist
- Ask for the hardship team by name
- Offer an amount I can actually pay
- Ask for the plan in writing
- Ask about the concession rebate
- Ask about an emergency grant
- Call the National Debt Helpline
- Keep a note of who I spoke to and when
Who to call
- National Debt Helpline — 1800 007 007 — Free, independent financial counsellors
Related
Debts, fines and buy-now-pay-later · Emergency money from Centrelink · If you have been asked to leave your rental
All guides · Read this in the app
This is general information, not legal, financial or medical advice — the rules differ between states and territories.
Not an emergency service
If you’re in immediate danger, call 000. For family and domestic violence support any time, call 1800RESPECT (1800 737 732).