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Need assistance with paying?

We understand that on occasions, times can be tough and financial difficulties can arise. To help you cope with your electricity bills in these times, we have support programmes to assist with short term or longer term financial difficulties.

If you are a residential customer in NSW, Qld or SA, our hardship program is available. If you are a residential customer in Vic, additional payment support is also available.

NSW, QLD and SA Residential Customers

Our hardship program goes further than our usual payment plans and is designed to provide you with personalised assistance and support to help you get back on track with your electricity bills.

Customers on our hardship programme can access:

	Convenient payment options		Flexible payment arrangements
	Protection from disconnection whilst you are on an agreed payment arrangement		Information about government concessions, rebates and Centrelink’s Centrepay facility can be found here
	Guidance on eligibility and how to access the Home Energy Emergency Assistance Scheme (Qld) and Energy Accounts Payment Assistance Scheme (NSW)		Consultation on your Diamond Energy bills, including tips on how to save energy and save on your bills and track options based on when and how you use electricity
	Information on energy audit options		Language assistance service

You can read our Residential Customer Hardship Policy and Charter to find out more.

VIC Residential Customers

Our new payment support program for Vic residential customers is here to help if you are struggling to cope with your electricity bills.

Our Vic payment support program goes further than establishing payment plans and is designed to provide you with personalised assistance and support to help you get back on track with your electricity bills, repay your overdue bills and lower your ongoing usage costs.

Qualifying customers can access:

	Convenient payment options and monthly billing (in most cases)		Flexible payment arrangements
	Information on short term payment extension options		Personalised support and tailored assistance
	Protection from disconnection whilst you are on an agreed payment arrangement		Information about government concessions, rebates and Centrelink’s Centrepay facility can be found here
	Information on energy audit options		Language assistance service
	Guidance on eligibility and how to access the Victorian Government Utility Relief Grant Scheme		Consultation on your Diamond Energy bills, including tips on how to save energy and save on your bills and track options based on when and how you use electricity

You may also be entitled to additional support such as a six-month freeze on your outstanding debt.

You can read our Victorian Customer Hardship Policy and Charter to find out more.

Submit a Payment Assistance Enquiry

Payment Assistance Enquiry

Complete this form to request a call from a specialised customer service team member regarding payment assistance options that may be available to you. We typically call within two business days of receiving this form.
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