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You have a right to:
- be treated with respect and non-judgmentally
- have your capacity to pay assessed
- be offered an instalment plan that takes your capacity to pay into account
- not be disconnected while you’re paying the amount you agreed with the company
- receive energy efficiency advice
- be referred to a financial counsellor.
You have a responsibility to:
- tell the company you’re having trouble paying its bill or bills
- make the agreed payments, although sometimes you may need to speak with the company about a particular payment
- stay in touch with the company and respond to its phone calls and letters.
The voluntary code applying to LPG retailers has different requirements. Where an ‘account customer’ informs an LPG retailer that they’re having trouble paying, the retailer must offer an instalment plan and details about any concessions that may apply, energy efficiency and the availability of independent financial counselling. There’s no obligation to assess the customer’s capacity to pay, or to take that into account.
Return to Help with paying bills
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