Financial Hardship Information

Enova Energy wants to keep you connected. If you find yourself in a position where you cannot pay your bill please contact us immediately because we don’t want to see members of our community, our neighbours, disconnected and disadvantaged because they are unable to afford an essential service like energy.

What is Financial Hardship?

Financial hardship can be short-term and temporary, but sometimes it can last much longer. Usually, it is the result of a change in income or employment, living arrangements or  the result of an unexpected expense. or it may be long term as a result of a low fixed income or a medical issue.

The circumstances that create financial hardship can be different for everyone. Our specially trained staff  can help you with a tailored program to assist you to manage your energy payments and energy consumption.

For more information please download and review our Financial Hardship Policy here enovaenergyfinancialhardshipprogram-2

How will we help?

By contacting us if you are having difficulties paying your energy bill we will help you:

  • Manage any outstanding energy bills
  • Provide you with advice and strategies to reduce future energy consumption
  • Make future energy bills easier to manage
  • Identify any additional assistance that you may be eligible for.

What do we ask of you?

We are committed to helping you as much as we possibly can to keep you connected. Once we agree on an appropriate assistance plan we will send you all the details and in return we ask that you:

  • Agree to adhere to the terms of the tailored hardship plan we create with you.
  • Make the agreed installments in the payment plan.
  • Contact us as soon as possible if there is a problem in making your payments.

If you have entered into an agreement under the terms of this Financial Hardship Program and do not make the required payments or fail to contact us when required, you will be removed from the program.

Work with us and our energy coaches to identify and implement energy efficiency at home.

Our staff will always display respect and empathy for your situation and will work with you to establish a fair and reasonable payment plan and to ensure that you understand the details of the hardship program. There are no special requirements, application processes or costs for you to access assistance through our financial hardship program. It is open to all residential customers who need assistance and are willing to commit to the terms of the program.

documents_files_pictogram_symbol_icon_folderDownload our full Hardship Program document: >   – enovaenergyfinancialhardshipprogram-1

Please contact us at customercare@enovaenergy.com.au or call us on 02 5622 1700 for further assistance.

 

 

Privacy

We will only use your financial information to assess your application for assistance through our hardship program. In some cases a financial counselling service may contact us directly to discuss your account. We will ensure that we respect your privacy and the Privacy Act 1988 (Cth) and will do only discuss your account if we have your authority to do so. Review our privacy policy here >

 

Further Information

Review our Rebate and Concession Information via this link or contact us on 02 56221700 to discuss the program with one of our trained staff members.

 

NSW Energy Accounts Payment Assistance (EAPA) scheme

The EAPA scheme is a NSW government assistance option administered by Community Welfare Organisations and these CWO will be able to conduct an EAPA assessment with you to determine your eligibility.

The scheme provides $50 EAPA vouchers to eligible customers to assist with payment of energy bills.

For more information please don’t hesitate to contact our staff to discuss your options and if required we can refer you to a CWO who can assist with the EAPA assessment.

Alternatively visit www.resourcesandenergy.nsw.gov.au/energy-consumers/financial-assistance/stay-connected-through-financial-crisis to see how the EAPA scheme works.

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