Customer Hardship Policy

1. Our Commitment to Customers

Enebill recognizes that customers may face temporary financial hardship. This policy is designed to provide assistance and support in line with the AER Exempt Selling Guidelineand our commitment to fair and compassionate customer service.

2. Eligibility

You may be eligible for hardship assistance if you are experiencing:

• Temporary unemployment or reduced income
• Unexpected medical expenses
• Family crisis or domestic violence
• Natural disaster impacts
• Other circumstances affecting your ability to pay bills

Hardship assistance is available to all residential customers. We encourage you to contact us as early as possible if you are having difficulty paying your bills.

3. Assistance Options

Depending on your circumstances, we may offer:

• Payment arrangements: Flexible payment plans tailored to your situation
• Payment extensions: More time to pay overdue amounts
• Bill review: Check for billing errors or estimation issues
• Referrals to financial counselling: Free, independent advice from accredited counsellors
• Referrals to government assistance: Information about concessions and rebates
• Interpreter services: Support in your preferred language

4. Payment Plans

We can arrange a payment plan that considers your income, expenses, and ability to pay. Payment plans may include:

• Reduced installment amounts over an extended period
• Combination of catching up on arrears while paying current bills
• Review periods to adjust the plan if your circumstances change

Important: While on a payment plan, you will need to continue paying your ongoing electricity bills in addition to agreed installments. We will work with you to ensure the total amount is affordable.

5. How to Apply

To request hardship assistance:

• Email: hardship@enebill.com.au
• Phone: [Insert hardship support line]
• Mail: Hardship Team, Enebill Pty Ltd, [Insert address]

All requests are treated confidentially and with respect. We will not disconnect your supply while we are discussing hardship assistance with you or while you are on an active payment plan.

6. Confidentiality

All information you provide about your financial hardship will be treated as confidential and stored securely in accordance with our Privacy Policy. We will only share information where required by law or with your consent (e.g., referrals to financial counsellors).