Sometimes life can take an unexpected turn. If you're experiencing difficulties making your payments, please talk to us as soon as you can. We can help work though arrangements with you to find the best possible solution.
You may experience payment difficulty as a residential customer when you have the intention to pay your accounts, but don't have the financial capacity to meet your payment requirements. Payment difficulty can be either temporary or long-term.
Momentum Energy works proactively with financial counsellors to identify customers experiencing payment difficulty. We can assist you with a range of support mechanisms and access to educational tools.
Because the laws and regulations which govern how we sell you energy differ from state to state, the assistance we can provide you depends on where your supply address is located.
Payment Assistance Policy for NSW, QLD, SA, ACT and Bass Strait Islands
Payment Assistance Policy for Victoria
We know energy bills can make life difficult. We also understand that it can be uncomfortable to speak to someone when you’re struggling with financial issues. But please, don’t hesitate to get in touch with us - we promise to be discreet
and respectful. There are different levels of assistance available, depending on whether you owe more or less than $55.
You only need to provide information you’re comfortable sharing and where possible we make assistance available online so you can get help without having to speak to anyone. If you do speak to us directly, we’ll talk with you about factors
that may be contributing to your financial position, at a level you feel comfortable with. From this discussion, and based on your circumstances, we’ll help you develop a sustainable payment solution. You’re also able to authorise someone
to call on your behalf.
The type of assistance you can receive varies depending on your circumstances, but at the very least, you’ll receive the assistance that you are entitled to under the Victorian Energy Retail Code.
The assistance we can provide is based on a model of shared responsibility. We’re happy to help you while you do what you can to try to manage your energy usage and payments. To ensure the help that we provide you is the most effective it’s
important that you agree:
If the arrangements we agree no longer suit you, it’s important that you let us know. If you stop making agreed repayments without contacting us about it, we may proceed towards debt collection and possibly disconnection. We will not cease to provide
assistance as long as you continue to engage with us unless it becomes apparent that you are no longer facing payment difficulties.
If you’d also like to look at your historical usage and perhaps identify periods where you use more energy, we’re happy to provide it to you. Please visit our support section.
If you’re up to date with your payments but could use some help staying on top of things, we have a range of options which could help. These include:
This type of assistance can be offered by all of our customer facing team members, so just call 1300 662 778 to discuss any of these options.
If you’ve missed a payment, we’ll work with you to pay your debt.
Depending on the type of help you need, our assistance may include:
If you’re unable to pay for the ongoing cost of your energy while you repay any amounts owing we can also provide:
During this time we’ll also ensure that you’re on the most appropriate tariff, provide assistance based on your pattern of energy use and give you information on how you’re progressing towards lowering your energy costs.
We may also look at options for conducting energy audits via telephone or in your home and, where it will make a material reduction to your bills, discuss options to help replace inefficient appliances. These options may require you to contribute financially,
but we’ll factor this in when discussing your broader payment arrangements.
Depending on your circumstances, you may have to pay for your ongoing usage while receiving assistance of this nature, or you may be able to pay less than the full amount if that’s what you can afford. In some circumstances we may be able to extend
the assistance provided beyond the initial six-month period. Either way, after the initial six month period and any extension, you are still entitled to the other assistance we can provide under this section.
If you miss a payment in the period where you’re paying below the cost of your energy use, we’ll contact you to discuss your options. If during this period you’re having trouble implementing measures to reduce your costs we can discuss
those too. It’s important to note that the difference between what you pay and the actual cost of your usage will be added to your arrears.
We have experience in helping many different customers who’ve had trouble paying their bills, so we’ll offer you the payment arrangement we think will be most helpful to you. If this is not the case, or you miss a payment, you can propose
an alternative which we’ll accept if it:
To ensure you’re clear about your obligations, we’ll send you a written schedule of payments which reflect the arrangement we have agreed to.
If you are experiencing payment difficulty you may be able to receive additional financial assistance. One such organisation that may help with this is the National Debt Helpline (NDH). Visit the NDH Website or call the helpline on 1800 007 007.
The Utility Relief Grant Scheme provides assistance if you do not have the capacity to pay your current electricity bill due to a sudden or temporary financial crisis and you are at risk of disconnection of supply due to non-payment.
You may only apply through the scheme once every 2 years for your electricity account.
To be eligible for this concession, you must hold a valid concession card or be registered with Momentum’s hardship program. Valid concession cards include:
There are many organisations out there that may be able to help, including the Australian Securities and Investment Commission (ASIC). ASIC’s MoneySmart website has some useful information that may also provide you with assistance. Alternatively, you can call their National Debt Helpline on 1800 007 007.
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