I can't pay my electricity, gas or water bill
Utility providers have hardship programs to help you stay connected — you can ask for help.
This guide helps you
- Know that utility hardship help exists
- Understand how to ask for it
- Explore concessions, rebates and grants
- Keep essential services connected
- Find free financial counselling
6 min
You're not alone
Energy and water are essentials, so falling behind on these bills is especially worrying. The reassuring news is that utility providers have hardship programs designed to help people who are struggling, and there are often concessions and grants available too.
This is general information, not financial advice. A free financial counsellor can help you deal with utility debt — National Debt Helpline 1800 007 007.
Your first steps
Contact your provider early — staying in touch helps you stay connected:
- Ask for their hardship team or hardship program.
- Explain you're having trouble paying and want to keep your service on.
- Ask about a payment plan that fits your budget.
Step by step
- Join the hardship program and agree a manageable payment plan.
- Ask about concessions and rebates you may be entitled to, which can reduce your bills.
- Ask about grants that may help with utility arrears.
- Check your usage for simple ways to reduce costs.
- Get free financial counselling if you have several debts.
If a provider won't help fairly, you may be able to take it to an energy or water ombudsman — find them in our directory of bodies.
Good to know
Staying in contact with your provider and joining a hardship program is one of the best ways to keep essential services connected. A free financial counsellor can help you access concessions and grants and negotiate with providers. If the stress is getting to you, Lifeline 13 11 14 and Beyond Blue 1300 22 4636 are available.
Key takeaways
- Utility providers have hardship programs to help you stay connected
- Ask about concessions, rebates and grants that can reduce bills
- Free financial counsellors can help with utility debt on 1800 007 007
Frequently asked questions
Will I be disconnected if I can't pay my energy bill?
Joining your provider's hardship program and agreeing a payment plan is the best way to stay connected. Contact them early and explain your situation — they have processes to help.
Are there concessions or grants for utility bills?
Often, yes. Many households qualify for utility concessions, rebates or hardship grants. Ask your provider, and a free financial counsellor (1800 007 007) can help you find support you're entitled to.
What if my provider won't help me?
You may be able to take it to a free, independent energy or water ombudsman, listed in our directory of bodies. A financial counsellor can help you escalate and negotiate.
This is general information, not legal or financial advice. Your situation is unique and rules can vary by state and over time — for advice on your circumstances, speak to a free financial counsellor (National Debt Helpline 1800 007 007) or get legal help.
Know your options, know your rights
A free, plain-English guide to dealing with debt in Australia — and the people who can help.