Help & advice
Enduring Support Scheme
ActewAGL's Enduring Support Scheme (PDF, 206KB)
ActewAGL recognises the significant role it has to play in assisting customers that are affected by domestic and family violence.
The ActewAGL Enduring Support Scheme (ESS) provides guidance to customers and advocates who require support from ActewAGL to manage their energy and water accounts. The ESS applies to all residential ActewAGL energy customers residing in the ACT and NSW.
If you are managing a debt with the support of a financial counsellor or advocate, ActewAGL requires your permission to talk to your support person. Once written permission is received, we will engage directly with your contact in accordance with your consent and instructions.
We do not need to contact you regarding details of your experience and circumstances. Your advocate can advise us that ESS support is required to manage your energy account/s.
Advocates include, but are not limited to, the ACT Civil and Administrative Tribunal Hardship Program, Care Inc Financial Counselling Service, Salvation Army Moneycare, St Vincent De Paul, Domestic Violence Crisis Service Canberra, LegalAid, and the Women’s Legal Centre.
We may remove contact names from your account and ask you for a password to protect your account from access.
We may create a new account for you under an alias if you or your advocate feel there is a safety concern.
We will conduct correspondence from a restricted access email inbox. No documents or notes regarding this correspondence are stored on your account. Correspondence or documents are stored in a restricted access drive.
We will place a flag on your account so that trained team members are aware your account is protected under the ESS. We will monitor flagged accounts periodically to ensure they are not improperly accessed.
We provide various financial support arrangements. We work with you and/or your advocate to confirm if you are eligible for one of the following:-
The Enduring Support Scheme can be accessed by ActewAGL customers.
The scheme is designed to be accessed with the support of an advocate.
Requests for support can be provided by email at StayingConnected@actewagl.com.au, by phone on 1300 138 574 or by online form.
The Scheme can be accessed for a period of up to twelve months, and re-entry to the Scheme will be considered by ActewAGL, in its sole discretion, on a case by case basis.
ActewAGL may cease providing support: