We understand that life doesn’t always go to plan. Despite your best efforts, a sudden change of income, illness or something else, may put pressure on your finances. If you’re having a hard time paying your home energy bills, our financial hardship programs could offer you some extra support.
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Staying Connected program
What is the Staying Connected program?
Our Staying Connected program is how we work with you when you’re experiencing financial hardship. 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. When you contact the Staying Connected team, you’ll talk directly to an understanding local energy expert who has experience managing financial hardship. Read more about how the Staying Connected program can assist you in our Hardship Policy.
Can it help me?
We recognise that your financial situation is unique to you and there’s no one size fits all solution. There are a variety of ways we can support you, from payment assistance vouchers to helping you access government schemes or setting up an individual payment plan—it all depends on your individual needs. We’ve also temporarily increased our hardship incentive payments to assist during COVID-19. If you’re still unsure about whether you’re eligible for the Staying Connected program, read our Hardship Policy, call us on 1300 138 574 or email stayingconnected@actewagl.com.au
Are small businesses eligible?
During the evolving COVID-19 pandemic and beyond, you can be assured that we’re committed to supporting you with flexible and personalised assistance. In this time of uncertainty, we’ve temporarily extended our Staying Connected program to include small businesses (usage under 100MWh) affected by COVID-19. If you have any questions about your eligibility or how we can assist, call us on 1300 138 574 or email stayingconnected@actewagl.com.au
How to do I apply?
You can apply online for the Staying Connected program. We’ll review your information and get back to you in 3–5 business days. You can also apply over the phone by calling 1300 138 574 or emailing stayingconnected@actewagl.com.au
Will anyone find out if I contact you?
We treat all information you provide completely confidentially.
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Family violence support
If you or someone you know is impacted by domestic violence, call 1800RESPECT or the ACT Domestic Violence Crisis Service on 6280 0900. In an emergency, call 000.
We want to help you.
ActewAGL has tools available to support our ACT and NSW residential customers who need assistance managing their energy and water accounts due to domestic or family violence. In a confidential and secure environment, we’ll do our best to help you get the assistance you need. If you’re managing debt with a counsellor or advocate, we’ll need your permission to talk to your support person and then can work directly with them.
What kind of financial support is available?
We’ll work with you and/or your advocate to check your eligibility for our financial support options. These could include things like:
- flexible payment arrangements
- energy efficiency support
- eligibility for the Staying Connected program
- fee waivers
- discounted plans.
What security measures are in place?
Your safety is our top priority, and we’ll do what we can to protect you. This may include adding a password to your account, removing names from your account, contacting you from a restricted email address and flagging your account so our team know you’re protected under our Family Violence Policy.
How can I access support?
Customers and/or their advocate can access support by emailing stayingconnected@actewagl.com.au, by calling 1300 138 574 or applying online.
“Canberra Community Law’s Street Law and Women In Prison Legal Empowerment Sessions programs both work with people who have experienced domestic and family violence. We work collaboratively with the Staying Connected program to help reduce our client’s debt with ActewAGL.”
Michelle Barclay
Street Law, a program of Canberra Community Law
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Further support
How can I help someone who’s experiencing financial difficulty?
We’d be happy to assist you. Please get in touch by calling 1300 138 574 or emailing stayingconnected@actewagl.com.au. We will need to see a Power of Attorney or Letter of authority before we can set anything up.
Financial support partners
Contact these trusted organisations for energy information and financial support. You can also contact the National Debt Helpline on 1800 007 007.
Our commitment to helping you
Read more about our policies.
Want more information?
Whether it’s walking you through different payment options, providing tips on lowering your bill or telling you more about how our financial hardship programs could assist, we’re here to support you.
Call us: 1300 138 574
Email us: stayingconnected@actewagl.com.au
We also regularly attend community events and Bring Your Bill Days. Keep an eye on our Facebook page for details.
