We understand that sometimes you need help and a little flexibility with your energy bills.

What does hardship or payment difficulty mean?

Falling on times of financial difficulty can happen to anyone.

There may be circumstances that make it harder for you to pay your energy bills. Whether it is a short-term setback or something that is ongoing, we understand that payment difficulties can come in many ways.

You might experience hardship because of factors like:

  • death in the family

  • household illness

  • family and domestic violence

  • unemployment

  • reduced income

How we can help

If you need some support, we can help with options if you’re having difficulty paying your energy bills, government assistance or requesting a payment extension.

Request an extension using the chat. We’re here to get you back on track.

Download Hardship Policies



  • Plain English (a style of writing so readers can easily find, understand and use the information)

  • Easy English(a style of writing that is easy to understand and includes images)

Language Translations

The below translations are based on the Plain English version.

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