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How we lend a helping hand in tough times


We know life doesn’t always go to plan. Here’s how ActewAGL can support customers and our community to keep the lights on.

We understand that despite our best efforts, there are times in life when paying energy bills is a challenge. From short-term support to an ongoing arrangement, as Canberra’s local energy provider, we have a range of programs to assist you through life’s ups and downs. Our compassionate and experienced team are trained to provide access to the type of support you need, when you need it, as well as the tools to stay on track.

I want to lower my energy bills

We’ve made it as easy as possible to take charge of your energy costs. For some quick and simple ideas on how to reduce your energy use and save more, check out our list of energy saving tips.

It may also be a good idea to check that you’re on the best energy plan for you, as a simple switch could result in instant savings.

Make sure you also check that you’re receiving any concessions or rebates on your energy account that you’re eligible for. We can help you if you’re not sure about the eligibility criteria.

I’m finding it hard to pay my quarterly bills

To make seasonal bills more manageable, there are a couple of things you can set up yourself at My.ActewAGL. Once you’ve logged in to your account, you can switch your payment plan to EvenPay or request a payment extension. With EvenPay, the cost of your annual energy bill is smoothed over smaller, predictable fortnightly or monthly payments. Think of it as an easy, regular payment plan. You’ll always know how much you need to pay, and when.

I’m in financial hardship

Our Staying Connected program is how we work with you when you’re experiencing financial hardship. Once accepted in the Staying Connected program, together we’ll develop personal and practical solutions to help keep your electricity and/or gas supply connected, as well as work with you to tailor a flexible payment plan that suits you, because no two situations are the same.

We also have our Energy Support Fund. Alongside our community partners, Care Financial, St Vincent de Paul Society, St John’s Reid, The Salvation Army, Companion House and the ACT Civil and Administrative Tribunal, $100 energy vouchers are credited to the electricity or gas accounts of customers who need a helping hand.

There is also an opportunity for you to work with Care Financial to help you take control of your finances, understand budgeting and financial management and assist you in seeking advice on energy use.

All our programs are developed and delivered in conjunction with our community partners Care Financial, The Salvation Army, St Vincent de Paul Society, Actsmart, Lifeline, LegalAid, Domestic Violence Crisis Service, Southern Region Business Enterprise Centre and local businesses. By drawing on the expertise and skill of our partners, we ensure you’re supported.

I’ve been affected by domestic or family violence

Our Family Violence Policy outlines how we will assist our NSW and ACT residential customers to manage their energy accounts while navigating a domestic or family violence situation. Support is provided in a confidential and secure environment and can be managed through an advocate or counsellor with your permission. Our local Energy Consultants will support you with tailored solutions and the careful consideration of your needs to provide you with the support you need.

I want to know about other programs ActewAGL offers

Did you know that inefficient heating and cooling appliances, like heaters, air conditioners and hot water systems could be adding unwanted costs to your power bills? Through our appliance upgrade offers ACT residential customers may be able to get a discount off the cost and installation of a newer power-saving model and get a rebate on their bill. Plus we have interest-free, quick and convenient payment plans available for approved ActewAGL customers.

We also work alongside Queanbeyan-Palerang Regional Council and Queanbeyan Moneycare to deliver NSW-based schemes to our regional NSW customers.

We’re here for you

If you’re an ActewAGL customer and finding it difficult to pay your bill, please get in touch early.

Whether it’s a short term payment extension, walking you through different payment arrangements, providing tips on lowering your bill or telling you more about our financial hardship programs, our local, dedicated team are here to support you with personal and tailored advice.

Find out more at support and advice or by calling 13 14 93.

You can also read more about our commitment to looking out for our community and connecting with customers that need extra support in our Vulnerability Action Plan.

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