The Government is committed to providing assistance to households at risk of disconnection from essential services (such as electricity, gas and water) due to financial hardship. This is in addition to financial assistance for concession card holders.
The Government’s hardship assistance package assists households in utility hardship by providing them with access to independent financial counselling, financial assistance and programs to help increase energy efficiency within the home through behavioural change and appliance upgrades.
To obtain help though the Government’s hardship assistance programs, customers need to:
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contact their energy or water retailer (Synergy, Horizon Power, Alinta or Water Corporation) and inform the retailer of payment difficulties;
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be referred by their retailer to an independent financial counsellor for counselling and an assessment of hardship; and
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be assessed by the independent financial counsellor as being in financial hardship.
The Government’s two primary hardship assistance programs are:
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Hardship Utilities Grant Scheme (HUGS)
This scheme can provide a one-off grant of up to 85% of the amount that a household owes to an energy or water retailer.
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Hardship Efficiency Program (HEP)
This program assists customers in hardship to increase energy-efficiency within their home through a combination of energy saving tips and education and appliance upgrades. If you are experiencing payment difficulties and would like to discuss payment arrangements and/or hardship assistance, please contact your retailer on:
