Payment Assistance

Debt management and hardship procedures, link opens in a new window

We understand that some of our customers are facing challenging times. That’s why we’re committed to doing all we can to support our customers.

If you’re experiencing financial hardship, there are a number of ways we can help you manage your account and relieve some of the pressure you may be facing.

We know that every situation is unique and financial stress impacts our customers in different ways.

Regardless of whether you’re experiencing temporary or long term financial difficulties, we will work with you to find a solution to best suit your individual needs.

Together we’ll develop a plan based on your individual circumstances to help you manage payment of your account.

Fixed charges account payment options

Pay your fixed charges account in full by 16 September and receive a 2 per cent discount, or pay in full by 16 December with no discount.

We are also offering instalment options for fixed charges accounts. Pay eight equal instalments of 12.5 per cent on the 16th of each month, starting on 16 September with the final payment due on 16 April.

Variable charges account payment options

The options available for paying your variable charges account are:

  • Pay in full within 30 days of the date of the invoice.
  • Contact us on 1800 013 357 to discuss a flexible payment plan.

Other options

Other options we can offer include:

  • Flexible payment plans
  • Payment extensions
  • Direct debit instalments
  • Information about government pensioner concessions
  • Information about accredited financial and health support.

If you would like more information about our flexible payment plans, please call us on 1800 013 357.

Utility relief grant scheme 

Non-mains utility relief is available to Victorians on very low incomes who have experienced unexpected hardship. The grant provides help to pay a non-mains energy or water bill that is overdue due to a temporary financial crisis.

More information is available at the Victorian Government Families Fairness and Housing utility relief grant scheme (non-mains) webpage, opens in a new window.