Financial hardship programs

What is the Staying Connected program?

Our Staying Connected program is how we work with you when you’re experiencing financial hardship. Together, we'll develop personal and practical solutions to help keep your electricity and/or gas supply connected, as well as work with you to tailor a flexible payment plan that suits you. When you contact the Staying Connected team, you’ll talk directly to an understanding local energy expert who has experience managing financial hardship. Read more about how the Staying Connected program can assist you in our Hardship Policy.

Can it help me?

We recognise that your financial situation is unique to you and there’s no one size fits all solution. There are a variety of ways we can support you, from payment assistance vouchers to helping you access government schemes or setting up an individual payment plan—it all depends on your individual needs. We’ve also temporarily increased our hardship incentive payments to assist during COVID-19. If you’re still unsure about whether you’re eligible for the Staying Connected program, read our Hardship Policy, call us on 1300 138 574 or email stayingconnected@actewagl.com.au

Are small businesses eligible?

You can be assured that we’re committed to supporting you with flexible and personalised assistance. We’ve temporarily extended our Staying Connected program to include small businesses (usage under 100MWh). If you have any questions about your eligibility or how we can assist, call us on 1300 138 574 or email stayingconnected@actewagl.com.au

How do I apply?

You can apply online for the Staying Connected program. We’ll review your information and get back to you in 3–5 business days. You can also apply over the phone by calling 1300 138 574 or emailing stayingconnected@actewagl.com.au

Apply now

Will anyone find out if I contact you?

We treat all information you provide completely confidentially.

If you or someone you know is impacted by domestic violence, call 1800RESPECT or the ACT Domestic Violence Crisis Service on 6280 0900. In an emergency, call 000.

We want to help you.

ActewAGL has tools available to support our ACT and NSW residential customers who need assistance managing their energy and water accounts due to domestic or family violence. In a confidential and secure environment, we’ll do our best to help you get the assistance you need. If you’re managing debt with a counsellor or advocate, we’ll need your permission to talk to your support person and then can work directly with them.

What kind of financial support is available?

We’ll work with you and/or your advocate to check your eligibility for our financial support options. These could include things like:

• flexible payment arrangements

• energy efficiency support

• eligibility for the Staying Connected program

• fee waivers

• discounted plans.

What security measures are in place?

Your safety is our top priority, and we’ll do what we can to protect you. This may include adding a password to your account, removing names from your account, contacting you from a restricted email address and flagging your account so our team know you’re protected under our Family Violence Policy.

How can I access support?

Customers and/or their advocate can access support by emailing stayingconnected@actewagl.com.au, by calling 1300 138 574 or applying online.

There are a number of ways we can help if you’re having trouble paying your bills. From short term support, like payment plans and extensions, to our Staying Connected program, which assists customers under financial pressure or experiencing hardship. Just let us know what support you’re after.

How can I help someone who is experiencing financial difficulty?

We’d be happy to assist you. Please get in touch by calling 1300 138 574 or emailing stayingconnected@actewagl.com.au. We will need to see a Power of Attorney or Letter of authority before we can set anything up.

I’m struggling to pay this quarter’s bill.

You can request a payment extension on your current bill. Log in to My.ActewAGL or call 13 14 93.

I always find it hard to pay quarterly bills.

Here are two ways that might make paying your energy bills more manageable.

Set up EvenPay.

With EvenPay, you can split the cost of your annual electricity and gas bills into even payments—so you pay the same price per fortnight or month, all year round.

How does EvenPay work?

The annual total of your ActewAGL account (including current account balance) is averaged out on a fortnightly or monthly basis and deducted from your nominated savings, cheque or credit card account. Every six months we recalculate your payment amount based on your usage and may adjust your deductions accordingly. We’ll let you know the changed amount.

Move to EvenPay at My.ActewAGL or call 13 14 93.

View our direct debit service agreement and FAQs.

Set up a payment plan.

Call 13 14 93 and we’ll work with you to find a solution you can manage.

I need help to check if I qualify for a rebate or concession.

If you think you might be eligible for a concession or a rebate, head to our Concessions and rebates page.

If you live in the ACT, there are a range of discounts, rebates and subsidies available to help with everyday living costs. Find out which ones you may be eligible for by answering some quick and easy questions at the ACT Government website.

I can’t pay very much right now and am worried about being disconnected.

If you think you’re about to be disconnected, contact our local, dedicated team as early as possible on 13 14 93.

One of our local Energy Consultants will do what they can to keep your power on. They’ll walk you through different payment options, provide tips on lowering your bill and tell you more about our financial hardship programs and Energy Support Fund. Through the Energy Support Fund, you may be eligible for a $100 energy voucher to be credited to your electricity or gas account. Vouchers are distributed by our community partners, like Care Financial.

I’m under financial pressure and am struggling to pay my energy costs.

We understand that life doesn’t always go to plan. Despite your best efforts, a sudden change of income, illness or something else may put pressure on your finances. If you’re having a hard time paying your energy bills, our financial hardship programs could offer you some extra support. You can apply online for the Staying Connected program.

I have a small business which is under financial pressure and struggling to pay energy costs.

You can be assured that we’re committed to supporting you with flexible and personalised assistance. We’ve temporarily extended our Staying Connected program to include small businesses (usage under 100MWh).

I’ve been affected by domestic or family violence.

There is support available to you. As outlined in our Family Violence Policy, we’ll do whatever we can to help. In a confidential and secure environment, we’ll do our best to help you get the assistance you need.

Financial support partners

Contact these trusted organisations for energy information and financial support. You can also contact the National Debt Helpline on 1800 007 007. 

Our commitment to helping you

Read more about our policies.

• Staying Connected program

• Family Violence Policy
• Vulnerability Action Plan