Utility Providers

On 27 April 2020, the NSW Government announced an additional $30 million for energy bill relief for people across NSW who may struggle to pay their energy bills because of the impact of COVID-19 through the Energy Accounts Payment Assistance Scheme.  Customers can apply for Energy Accounts Payment Assistance Program by contacting Service NSW or one of the EAPA Providers listed on the energy saver website.


NSW citizens who hold a Commonwealth Seniors Health Card are also eligible for the Seniors Energy Rebate. This rebate provides eligible independent retirees $200 a year to help with their electricity costs.


More information about the expansion of the Energy Accounts Payment Assistance Program and the Seniors Energy Rebate are included in the information sheets below.

Seniors Energy Rebate Information Sheet

Energy Accounts Payment Assistance Scheme Information Sheet

ENERGY PROVIDER ASSISTANCE - Information from the EWON website

All energy providers have a existing affordability program (sometimes known as a hardship program). If you're unable to pay your bill contact them to discuss how they can help. Support measures differ between retailers, but include payment extensions, payment plans and assistance with accessing grants and concessions.

Energy Networks across New South Wales announced on 2 April a suite of measures to provide support to small business and residential customers enduring hardship as a result of the COVID-19 pandemic. Download the Electricity and Gas Network Package (PDF).

This followed The Australian Energy Regulator's (AER) release of ten principles which they expect providers to follow during this time.They include:

  • that energy retailers offer affordability or hardship arrangements to all customers in financial stress, even if they don't meet the usual criteria

  • no disconnection of any residential or small business customers in financial stress before 31 July 2020 and possibly beyond 

  • deferring referrals to debt collection agencies, or credit default listing until at least 31 July 2020

  • waiving disconnection, reconnection and/or contract break fees and daily supply charges for small businesses that have ceased operation, during any period of disconnection until at least 31 July 2020.

Read more on energy sector support from EWON:



Water providers may also offer payment extensions and other assistance to people whose incomes have been impacted by Coronoavirus. Please contact Hunter Water directly to discuss how it can help.



If you have an issue with your energy or water provider, contact them first. If they are not able to help you or you're not happy with their response, you can contact EWON to lodge a complaint.


AGL: 131 245 -  Customer and Community Support


Amaysim Energy - Live Chat


Click Energy - Live Chat


EnergyAustralia: 13 34 66 - Help and Support During Covid-19


Energy Locals: 1300 693 637 - Covid-19 Energy Support Plans


Hunter Water: 1300 657 657 - Payment Assistance


Origin Energy: 13 24 61 - Coronavirus Support


ReAmped Energy - Request a call back, online or message service


Red Energy: 131 806 - Assistance


Simple Energy: 13 88 08 - Covid-19 Response


Sydney Water BillAssist: 13 20 92 - Sydney Water Account


The Federal and State Governments have announced a range of support measures to help households and businesses.