An Introduction to our Hardship Program

1. Why we have the Hardship Program

The Hardship Program is a positive alternative to the standard collection process and is designed to assist customers experiencing hardship. We have a dedicated hardship team who will ensure customers are assisted in managing their accounts. Our staff receive regular training on our Hardship Program.

2. How to access the Hardship Program

You are eligible for the Hardship Program if you have a residential energy account with us and you are experiencing financial hardship. To apply for the Hardship Program, you can contact us using the details below. We will ask you some questions about your circumstances and let you know whether you can join the Hardship Program within 3 days of you applying.

We will need to collect personal information to determine your eligibility for the Hardship Program. We will comply with the Privacy Act and won’t disclose your personal information to anyone unless required to do so by law.

3. Our responsibilities

As a hardship customer, you can access a range of programs and services to help you, including:
• Flexible payment options
• Review of your tariff to determine if another one of our tariffs would be more appropriate
• Information about your energy use
• Advice on concessions and other assistance that may be available to you.

We will consider your individual situation to find the right programs (e.g. concession programs) or services that meet your needs.

4. Contact Us

If customers have questions about this notice or would like to participate in the Hardship Program, they should contact our helpful and friendly Hardship Team on 1300 EVERGY. The Hardship Team is available between the hours of 8:30 a.m. and 5:00 p.m., Monday to Friday (excluding public holidays).

Hardship Policy

You can view the full version of our hardship policy

full version