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Back to help centre Our policies and commitments

Hardship Policy

Simply Energy is committed to assisting customers experiencing financial hardship. Our program helps residential customers who are experiencing hardship and are finding it difficult to manage their energy usage and bills.

What does hardship mean?

Hardship is when somebody would like to pay their energy bills, but doesn’t have the means to do so. Whether this is for a short or long term situation, to an ongoing scenario, or where a customer has a low fixed income or prolonged illness, our hardship program will aim to assist such Simply Energy customers.

Simply Energy provides its residential customers experiencing such hardship access to information and bill payment options in order to improve their ability to pay their energy bills. Helping our customers on our hardship program get back control of their energy usage and bills is a priority.

Simply Energy will always show respect, empathy and sensitivity towards your situation. We are transparent fair and consistent in our application of our hardship policy and program in order to assist you towards a more sustainable energy use and bill payment capability. We also commit to ensuring you fully understand the commitments that both you and Simply Energy agree to within the program and what we both need to do to fulfill those commitments.

Assistance Available

Simply Energy's hardship program offers a wide range of assistance to residential customers including:

  • flexible payment plan options including fixed regular or flexible payment amounts, even getting ahead with advanced payments
  • flexible payment methods including payment via Centrepay, Direct Debit and other options.  
  • energy efficiency advice, to help get your energy costs down

Simply Energy also assists with:

  • concession and rebate assistance,
  • referrals to financial counselling services.

For further details on the assistance available to you in your state, please refer to the below policies or contact us. If you’re having trouble paying your bills, give us a call as soon as possible on 13 88 08 between 8:00am to 7:00pm (AEST), Monday to Friday or if you are in Western Australia between 8:30am to 5:00pm (AWST).

Our policy

Take a look at our hardship policy