Energy Payment Difficulties & Hardship

Quick answer

Financial hardship can be difficult to define, but it is real and affects many of us from time to time. No matter your circumstances, please do not hestiate in contacting us if you believe that you are in financial hardship.

We have trained staff that are able to assist customers who are anticipating, or already experiencing payment difficulties.

Energy payment difficulties

Financial hardship can be difficult to define, but it is real and affects many of us from time to time. No matter your circumstances, please do not hestiate in contacting us if you believe that you are in financial hardship.

We have trained staff that are able to assist customers who are anticipating, or already experiencing payment difficulties.

There are a number of options we can explore to help you with your energy costs including:

Payment options
  • The ability to make payments of an equal amount over a specified period;
  • Options for make payments at different intervals;
  • The ability to extend the due date on an invoice
  • The ability to pay for energy use in advance
To help understand your financial position, we may ask the following:
  • Has your energy usage changed recently?
  • What is your preferred payment option?
  • Would you prefer to pay the account a bit at a time?
  • How much can you afford to pay now?
  • What frequency of payment (e.g., weekly, fortnightly) would best suit your needs?

To find out how to access our financial assistance options, please call 1300 808 300, or email us via service.energy@amaysim.com.au

The full details of our Energy Hardshp Policy can be found here.

Approaches to lowering energy costs

Saving on household energy is great for both your wallet and the environment. To inspire you on your energy saving journey, we’ve compiled a list of some conventional and unconventional ways to help bring your energy usage down.

Energy Rebates, Concessions & Eligibility

There are a number of grant programs and concession rebates throughout Australia that provide financial assistance to people having difficulty paying their energy accounts.

For more information on the availability of Government programs and concession rebates, please refer to our guide on Energy Rebates, Concessions & Eligibility.

Additional assistance for Victorian customers

From January 1 2019, Victorian customers can access additional assistance under the Payment Difficulty Framework.

Under this framework, laws have been implemented to assist customers who may be experiencing difficulties in the repayment of outstanding debts and ongoing energy costs.

options to help stem any financial stress may include:
  • Creating an individually tailored payment plan designed around your energy usage;
  • Providing you with information on any concessions you may be eligible for;
  • Providing you with information on energy efficiency to help you reduce your energy costs;
  • Working with you to reduce your ongoing energy usage and potentially pause any payments towards your outstanding balance for a set period of time; and
  • Advice about government and non-government assistance (including Utility Relief Grants and energy concessions) to help meet your energy costs due to a short term financial crisis or emergency.

To find out more about the Victorian Government Utility Relief Scheme, here's everything you need to know.

If you've not paid a bill by its due date and are in arrears of more than $55 (inclusive of GST), we will contact you within 21 business days after the due date to give you information about Tailored Assistance.

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