Staying Connected — help with energy and water bills

We know some customers may have difficulty paying bills during times of financial hardship. Our Staying Connected program provides personalised support to help you get back on track with your electricity, gas and water bills.

Click here to view the ActewAGL Staying Connected program guidelines.

For more information, call 1300 138 574 or email StayingConnected@actewagl.com.au.

If you think you might be eligible, apply now. 

You can use our Income and Expenses Calculator to assist you in developing a proposal for payment. You can also register to use our Self Service Platform to manage your account, check your current contract, concessions and tariffs.

Who is eligible

To be eligible you must be willing to agree to a personalised payment plan and regular contact with the Staying Connected team.  You must also have an outstanding small retail ActewAGL account that can't be paid before your next bill for reasons which may include, but are not limited to, the following:

• Budget management issues associated with lost, low, variable or reduced income 
• Chronic physical or mental illness of yourself or a family member
• Affected by a natural disaster or other crisis such as bushfire or flood
• An unforeseen rise in necessary costs or high unexpected expenses
• Ongoing high usage due to a large number of people or new additions in the house
• Rent/housing costs
• Family separation or relationship breakdown
• Business loss or failure 
• Medical or funeral expenses, illness, or Life Support requirements
• Complex, intergenerational or dissociative trauma 

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 energy remains connected while you are on the program.
• Ensure all relevant government concessions and rebates are applied to your account.
• Assess your eligibility for payment assistance vouchers.
• Assess your accounts in detail to provide advice around usage patterns.
• Provide tips on saving money by using less energy and water.
• Keep in regular contact if required.
• Connect you with other organisations that may be able to provide you with financial advice and support. 

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