Trouble paying a bill


Are you having difficulty paying a bill?

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Energy - Payment difficulty framework Water

If you’re having trouble paying a bill – or if you’re experiencing ongoing financial difficulty – there’s help available.

What to do if you can't pay a bill

If you get an energy or water bill that you can’t afford to pay, don’t ignore it – contact your company as soon possible. Explain the situation and ask how they can help.

If you are having more severe or long-term financial problems, ask to speak to someone about the hardship program. All energy and water companies must have a hardship program to help customers who are having a lot of trouble paying bills.   

How EWOV can help

If you’ve spoken with your company but can't get the assistance you need, call EWOV. We can help you and the company to negotiate an affordable payment plan and other assistance.

Read, download and print: simple fact sheets about trouble paying a bill

PDF icon Energy payment difficulties (PDF, 61.99 KB)
If you can't pay an electricity or gas bill, new protections came into effect from 1 January 2019. Read to learn more.
Helping residential customers understand their rights and responsibilities and the assistance which may be available to them

How we've helped others: case studies about trouble paying a bill

Hot topic articles about trouble paying a bill

Hot topic

Hot Topic − Fair and reasonable (August 2018)

Getting connected and changing energy company, Energy disconnection and water restriction, Trouble paying a bill, Debt collection and credit default listings, Outages, brownouts and power surges, High bills, Billing mistakes, Delayed and catch-up bills, Meters, poles, wires and pipes

Trouble paying a bill

Concessions and grants

Customers on low incomes can often get concessions [PDF, 808 KB] – government discounts that make your energy and water bills quite a bit cheaper. If you’re entitled to concessions but haven't been receiving them, they can be backdated for up to a year – sometimes longer. If you're not sure if you're receiving your concessions, call your company to check.

If you can’t pay because of a temporary financial crisis, you may be able to get a Victorian Government Utility Relief Grant (URG). The URG is a payment of up to $650 for energy or water bills (including LPG, diesel or petrol, heating oil, firewood or carted water). You apply for the URG through your company, so ask them for information and an application form.