1 January 2019 energy customers have new rights that help them to pay their energy bills.
To explain what the changes mean the Energy and Water Ombudsman created some useful resources including a new video, factsheet and webpage.
The key change is that the customer’s debt now triggers the different types of assistance available.
How your energy company should help
By law, energy companies have to offer help. The level of help offered is based on your debt.
If you have less than $55 owing and you want help to manage your account, your company must offer you three of the following payment options:
If you have more than $55 owing, the company must offer:
The company must also:
These are the minimum requirements for energy retailers – so moving forward your clients should be receiving this help.
If you contact an energy company on your clients behalf and are not happy with the assistance provided, contact EWOV for more help. You can do this by:
faxing: 1800 500 549