
For nearly five years, thousands of households have been struggling to pay their energy bills while being kept in the dark about the assistance they needed.
Now, EnergyAustralia has to pay a hefty price of $1.2 million for failing to recognise this need.
The energy retailer's conduct spanned from December 2019 to August 2024.
Families battling rising living costs during this period were denied crucial information about the payment assistance they were entitled to receive.
Five years of silence
EnergyAustralia failed to provide information about available assistance to over 6,000 customers across Victoria, who the company had already recognised as having difficulty paying their bills.
This silence led customers to miss out on concessions and grants for which they were eligible, pushing them further into financial distress.
Fast forward to today, customer remediation packages could reach an estimated average of $179 per affected customer.
'It's disappointing that a company as large as EnergyAustralia has failed its customers. We expect businesses of this size to have robust systems in place to ensure this doesn't happen.'
A pattern of problems at EnergyAustralia
This latest issue isn't an isolated case. EnergyAustralia received over 18,000 complaints between 2021 and 2022: a slight increase from the previous year.
On the other hand, they had the longest average call wait time among the big three energy retailers.
EnergyAustralia customers frequently report billing errors, including incorrect charges and unexpected high bills due to estimated metre readings.
Customer service delays, including extended wait times and difficulty obtaining clear resolutions, have also become common complaints.
Energy company complaints on the rise
Unfortunately, EnergyAustralia isn't alone in struggling with customer support.
Energy and Water Ombudsman Victoria (EWOV) received 19,529 cases between 2024 and 2025, a four per cent increase compared to the previous financial year.
Billing cases increased by 11 per cent, suggesting that that many Australian households are experiencing similar issues with their energy providers.
What this means for you
If you're an EnergyAustralia customer in Victoria who's experienced payment difficulties during the said period, you may be entitled to compensation.
The company is working with the Essential Services Commission to ensure affected customers receive credits to their accounts.
Signs you might be affected by the EnergyAustralia blunder
You had trouble paying EnergyAustralia bills between December 2019 and August 2024
You weren't told about available concessions or payment assistance
You missed out on Utility Relief Grants you might have qualified for
You accumulated energy debt during this period
How to access energy assistance
This situation also highlighted a crucial point: many Australians aren't receiving the energy assistance to which they are entitled.
Whether you're with EnergyAustralia or another provider, power assistance programs are available in eachin each state.
Power support options for Victorian seniors
- Concessions for eligible concession card holders
- Utility Relief Grants for emergency assistance
- Payment plans and flexible arrangements
- The current $100 Power Saving Bonus for eligible Victorians
Better protections coming
Despite this, there is good news on the horizon: stronger consumer protections are on the way.
From October 2026, Victorian energy retailers will have to automatically move customers onto their cheapest plan if they're receiving payment difficulty support or have been in debt of over $1,000 for more than three months.
This change could save a total of $27.8 million per year for 75,000 electricity customers and 60,000 gas customers.
Retailers will also check more often if customers are eligible for concessions, potentially saving up to $260 annually for those whose circumstances change over time.
Getting help if you need it
If you're struggling with energy bills, contact your energy provider directly and ask about payment plans and extensions, concessions, hardship programs and government rebates or assistance.
Energy Australia Hotlines
Residential customers: 133 466 (Monday to Friday, 8 am-8 pm)
Small businesses: 1800 146 749 (Monday to Friday, 8 am-8 pm)
Large businesses: 1300 362 466 (Monday to Friday, 8 am-5 pm)
You can also escalate your concerns to your state's energy ombudsman for free.
The EnergyAustralia case serves as a reminder of everyone's rights as a consumer, and companies have an obligation to inform you about available assistance.
Don't let another five years pass without getting the help you deserve.
Have you had trouble accessing energy assistance from your provider? We'd love to hear about your experience in the comments below.
Primary source
Major energy retailer to pay back $1.2 million to Aussie customers: 'We apologise'
Thousands of customers are set to receive credit and debt waivers from the energy retailer.au.finance.yahoo.com
EnergyAustralia to provide more than $1 million in bill relief after breaching consumer protections—News Hub
Cited text: 'The alleged conduct happened between 4 December 2019 and 9 August 2024. '
Excerpt: 'The energy retailer's conduct spanned from December 2019 to August 2024.'
EnergyAustralia to provide more than $1 million in bill relief after breaching consumer protections - News Hub
The Essential Services Commission has accepted a court-enforceable undertaking with EnergyAustralia that will see it provide a customer remediation package of approximately $1.2 million of credits and debt waivers, following alleged failures to inform struggling customers of their payment...newshub.medianet.com.au
EnergyAustralia Offers $1M Bill Relief After Violations | Mirage News
Cited text: 'The commission alleges EnergyAustralia did not provide information about the assistance available to over 6000 customers who had been recognised by...'
Excerpt: 'EnergyAustralia failed to provide information about available assistance to over 6,000 customers across Victoria, who the company had already recognised as having difficulty paying their bills.'
EnergyAustralia Offers $1M Bill Relief After Violations
The Essential Services Commission has accepted a court-enforceable undertaking with EnergyAustralia that will see it provide a customer remediationwww.miragenews.com
How to Complain to EnergyAustralia | Resolve Issues with Ajust
Cited text: 'There were over 18,000 complaints made to EnergyAustralia in 2021-22, a slight increase on the year before (according to reports from the regulator). '
Excerpt: 'This latest issue isn't an isolated case. EnergyAustralia received over 18,000 complaints between 2021 and 2022: a slight increase from the previous year.'
https://www.ajust.com.au/businesses/energyaustralia-complaints
EnergyAustralia Complaints | How to Submit & Resolve Quickly
Cited text: 'EnergyAustralia customers most frequently report these issues: Billing Errors: Incorrect charges, unexpected high bills due to estimated meter reading...'
Excerpt: 'EnergyAustralia customers frequently report billing errors, including incorrect charges and unexpected high bills due to estimated meter readings.'
EnergyAustralia Complaints | How to Submit & Resolve Quickly
Issues with EnergyAustralia? Learn exactly how to submit a complaint and get a fast, fair resolution through Ajust — trusted by Australian consumers.www.ajust.com.au