I’m having trouble paying my bill

We understand that a number of customers are worrying about how they will pay their bills on time. We support the initiative outlined by the Australian Energy Regulator to help ease the financial pressure on customers who have been impacted by COVID-19.

We have a hardship program in place to protect customers from disconnection and are committed to not disconnecting any residential or small business customers in financial stress until at least 31 October 2020.   A copy of the customer hardship policy can be found here.

Pooled Energy is committed to:

  • No disconnections for any residential and small business customers in financial stress until at least 31 October 2020;
  • No default listing any customer who is having trouble paying;
  • Pause all late payment fees;
  • Negotiate or re-negotiate payment plans that will to take into account a customer’s ability to pay.

We encourage any customers that may have difficulty in paying their bills to contact Customer Support on 1300 364 703 to discuss options.

We will continue to keep you up to date on our response to COVID-19 here and via direct email to current customers.


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