The COVID-19 pandemic is having a significant impact on the Australian community and these impacts will be felt for some time. The financial uncertainty and difficulties many of us are facing will mean increased stress and perhaps an inability to pay your bills, including those for essential services like energy.

In July, the AER released its updated Statement of Expectations calling on energy retailers to extend their support to households and small businesses until at least 31 October 2020.

Some of the expectations include that retailers will help residential and small business customers by:

  • providing information about concessions, rebates and other support
  • offering a payment plan based on their customers' capacity to pay with a no-payment window if required
  • not disconnecting anyone who is in contact with them
  • immediately reconnecting anyone who may be disconnected once they make contact and waiving any associated fees.

There is also other practical support available for your energy bills if you’re experiencing financial difficulties.


Households - Support for Australian households

Energy Consumers Australia - Consumer resources

Small businesses - Support for Australian businesses

Australian Capital Territory

ACT Government - Economic survival package for families and households

New South Wales

Energy & Water Ombudsman NSW - COVID-19 customer support


Energy & Water Ombudsman Queensland - Support for customers impacted by COVID-19

South Australia

Energy & Water Ombudsman SA - COVID-19 support


Energy Ombudsman Tasmania - Are you concerned about paying your bill or getting disconnected?

Northern Territory

Northern Territory Government - Community update, 19 March 2020 (updated 13 May 2020)


Essential Services Commission - Supporting energy customers through the coronavirus pandemic 2020

Western Australia

Government of Western Australia - COVID-19 coronavirus: Western Australian Government response - Household support