Our Consumer Care Policy

Looking after our customers is important to us.

Our Consumer Care Policy details our commitment to look after our customers and to help you manage your electricity account.

We want you to have a warm and healthy home. If you are in financial hardship or having trouble paying your bill, our Customer Care Team are here to support you.

Our Consumer Care Policy

We are here to help you

We understand that using electricity in your home is important for the wellbeing of you and your family. We will work with you to try keep your electricity connected if you are having trouble paying your bill.

Payment options

We offer a range of payment options. Our SmoothPay option lets you spread your payments evenly over weekly, fortnightly or monthly payments – you can choose the frequency that is best for your home. To set this up, simply contact our Customer Care Team.

Your electricity supply

We work hard to make electricity as affordable for our customers as possible. This includes checking to make sure your electricity plan is right for you, providing power saving tips, offering multiple ways to pay your bill and payment arrangements if needed.

Feedback or complaints

We aim to provide you with the best service possible. For any feedback or if you would like to make a complaint, you can do so by filling in the form here. We are committed to improving our service and customers experience with us.

Helpful Links


Powerswitch lets you find the right electricity and gas plans for your home.

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Utilities Disputes

Utilities Disputes is a free, independent and fair service that resolves complaints about electricity and gas.

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