Financial Hardship
We're here to help
Paying energy bills can be difficult sometimes. Whether you've experienced a sudden change in circumstances or have been struggling for a while, please contact us as early as possible — the sooner we hear from you, the more we can do to help.
Electricity is an essential service. We are committed to working with you to keep your supply connected and to find a solution that works for your situation. Our hardship support is always free of charge.
What is financial hardship?
Financial hardship means you want to pay your energy bill but don't currently have the capacity to do so. This can happen for many reasons, including:
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death in the family
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household illness or medical costs
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family violence
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unemployment or reduced income
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unexpected expenses
Whatever your situation, contact us and we'll discuss what we can do to help.
How to get help
Contact us directly Call us on 1300 647 888 (Monday to Friday, 8am–6pm AEST) or email support@microgridpower.com.au to speak with one of our specially trained team members.
We may contact you first
We monitor accounts for signs of payment difficulty. If we notice late payments, broken payment plans, or overdue amounts, we may reach out to you. If we do, please don't hesitate to talk to us — it's always better to act early.
Use a support person
You can ask a financial counsellor or someone you trust to contact us on your behalf. We just need your permission to speak with them. You can give this to us by phone, email, or in writing — whatever is most convenient for you.
Who is eligible?
NSW, QLD, ACT and South Australia customers
Our hardship program is available to all residential customers in these states and territories who are experiencing or anticipating difficulty paying their energy bills. We will assess your application within 5 business days of you contacting us and let you know whether you have been accepted.
We will not refuse you entry into our hardship program on the basis of needing you to complete any action or meet any condition beforehand.
Victorian customers
All of our Victorian residential customers are entitled to assistance under our Victorian Customer Hardship Policy. If you have an overdue amount of more than $55 (including GST), we will also proactively contact you within three weeks of the payment due date to let you know about your options.
What we will do to help you
Once you are in our hardship program, we will:
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Provide you with clear and timely information about the assistance available to you
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Work with you to agree on a payment plan that fits your capacity to pay
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Tell you if there is a better energy plan for you, and transfer you at no cost if you agree
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Inform you about government concessions, relief schemes, and rebates you may be eligible for
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Give you practical advice on how to reduce your energy use
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Waive any late payment fees while you are in the program
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Not disconnect your energy supply while you are participating
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Not initiate debt collection action while you are maintaining an agreed plan
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Review your payment plan regularly to make sure it still fits your circumstances
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Treat your situation with respect, compassion, and confidentiality
Payment options
We will work with you to set up a payment arrangement that suits your individual situation. We consider how much you can afford to pay, what you currently owe, and an estimate of your future energy use.
Payment plans
We can set up a regular payment plan that covers both your ongoing energy use and any amounts you owe. Payments can be weekly, fortnightly, or monthly.
Advance payments
You can choose to pay for your energy in advance if that works better for you.
Extended due dates
Once a year, you can request an extension of the due date on your bill.
Victorian customers
Victorian customers with overdue amounts are entitled to additional tailored assistance, including repayment plans of up to two years, a six-month pause on repayments of overdue amounts while you work to reduce your costs, and practical help with Utility Relief Grant applications (we can complete the form with you over the phone).
If your circumstances change
It is important that you stay in contact with us if your situation changes. If you can no longer meet your payment plan, let us know straight away and we can review your arrangements. If we can't reach you after a missed payment, we will try again within 2 business days, and again 2 business days after that.
Government assistance and concessions
There may be government rebates, concessions, or emergency relief available to help you with your energy bills. We will help you identify what you may be eligible for and assist you with applications where we can.
See our Concessions and Rebates page for information about what is available in your state.
Financial counselling
Free, confidential financial counselling is available across Australia. A financial counsellor can help you take control of your finances and work with you to find the best path forward.
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National Debt Helpline: 1800 007 007 (free call) or visit ndh.org.au
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Financial Counselling Australia: financialcounsellingaustralia.org.au
Energy efficiency tips
Using less energy is one of the most effective ways to reduce your bills. When you join our hardship program, we can give you personalised tips based on your usage and circumstances. You can also find general energy saving advice at:
We may also be able to arrange an energy audit to identify ways to reduce your usage at home.
Our hardship policies
You can download a copy of our full hardship policies from our Documents page or you can click on the links below. We can also send you a printed copy free of charge — just contact us and let us know how you'd like to receive it.
Contact us
Phone: 1300 647 888 (Monday to Friday, 8am–6pm AEST)
Email: support@microgridpower.com.au
Need an interpreter? Call the Translating and Interpreting Service (TIS National) on 131 450 and ask for Microgrid Power. Hearing or speech impaired? Contact us through the National Relay Service on 133 677.