Contact your energy retailer to get help during COVID-19

If your small business is struggling with power bills as a result of COVID-19, you should reach out to your energy provider as soon as possible to get help.

The Australian Energy Regulator's (AER) updated Statement of Expectations sets out important steps that the AER expects energy businesses to follow to help customers during the COVID-19 pandemic.

Through the AER Statement of Expectations energy retailers are expected to help small business and residential customers by:

  • offering a payment plan with a no payment window if required
  • not disconnecting anyone who is in contact with them
  • immediately reconnecting anyone who may be disconnected once they make contact and waiving any associated fees
  • not referring customers to debt collection agencies for recovery actions or credit default listing.

Australian businesses that are struggling and who have lost income should expect some protection when it comes to an essential service like power. Customers should contact their retailer as soon as they have concerns about paying their bills.

However, it is important that small businesses that can pay their bill, do pay their bills.

More information is available in the AER’s media release.