Hardship Program
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Customers who are experiencing hardship
There are a range of reasons why a residential customer may have the intention but not capacity to pay for an electricity invoice. XXX Utilities is committed to the early identification and provision of assistance to residential customers who are experiencing hardship.
We have a Hardship Policy which sets out how we identify and manage accounts of residential customers who are experiencing hardship. At all times we endeavour to treat customers fairly and with empathy and respect.
To be eligible to enter the Hardship Program you must meet the following two criteria:
- Have a current residential customer account with us; and
- Be experiencing short term or long-term hardship.
Even if you have no arrears on your account, you can participate in our Hardship Program.
Some of the key benefits of our Hardship Program are:
- It is free to join;
- Free energy efficiency advice;
- No late payment fees or early termination fees (on leaving the program);
- We accept payment plans and a variety of payment methods;
- We will refer customers to appropriate services such as financial counsellors where appropriate; and
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- Hardship Program
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