Staying Connected — help with energy and water bills

ActewAGL knows some customers may have difficulty paying bills during times of financial hardship.

The Staying Connected program provides personalised support to help you get back on track with your electricity, gas and water bills.

Your privacy is our priority

Your privacy is important. All information will be kept confidential and in accordance with the provisions of the Privacy Act 1988.

Financial hardship documents

ActewAGL's Financial Hardship Customer Charter (PDF, 120KB)

ActewAGL's Financial Hardship Policy (PDF, 140KB)

How the program works

For your active residential energy and water bills, ActewAGL will:

  • Work with you to set up a flexible and affordable payment plan.
  • Stop further debt recovery action while you are on the program.
  • Make sure your electricity remains connected while you are on the program.
  • Ensure all relevant government concessions and rebates are applied to your account.
  • Keep in regular contact.
  • Provide tips on saving money by using less energy and water.

Connect you with other organisations that may be able to provide you with advice and support.

Other useful contacts

There are many organisations that offer personal, financial and material assistance in the ACT and NSW. The following organisations are listed in the White Pages.

The following government organisations may be able to further assist you.

Who is eligible

To be eligible you must be willing to agree to a personalised payment plan and to keep in regular contact. You must also have an outstanding small retail ActewAGL account that can't be paid before your next bill for reasons which may include the following:

  • Loss of income
  • Relationship breakdown
  • Physical or mental illness
  • Chronic illness of yourself or a family member
  • Budget management issues associated with low income
  • Business loss or failure
  • An unforeseen drop in income or rise in necessary costs

To see if you are eligible or for more information call 1300 138 574.

Language assistance                        13 14 50


Language assistance

Language assistance information with phone number