Firstly, if you or someone you know is in immediate danger, please call 000. You can also call 1800 RESPECT or visit 1800 RESPECT for confidential information, counselling and support.
We understand that in situations of family domestic violence, having your power remain on is critical, but managing things like your energy accounts can become overwhelming.
If you’re able to let us know about your situation, we’ll update your account in order to support you and offer whatever support we can. Please advise us via:
Our live chat service (link below this article)
Calling us on 13 24 61. You can call through an interpreter by calling 1300 137 427.
Emailing us at enquiry@originenergy.com.au. Please note, it may take 2-3 business days for your email to be processed.
We’ll want to spend some time to understand your situation. We’ve put together some information to let you know what we’ll ask and not ask, and how we can help. You can also read our Family Domestic Violence Policy (PDF 72 mB).
You don’t need to call us with proof
To update your account with information about your situation we won’t require documentation. Tell us what’s going on and we’ll do what we can to support you.
We’ll work with you to ensure your power remains on
Where needed, we can arrange the most suitable payment solution to avoid or clear arrears and cover ongoing use.
We won’t ask you to repeat yourself
Because we’ll have made a note on your account, we’ll be aware of your situation so if or when we have further conversations or interactions with you, we won’t ask you to explain it again.
You can nominate a third person to assist you
If you want another person to help manage your account during this time you can nominate them as an authorised person. You can set this up when you chat with one of our agents, if you call us, or you can request it via email.
Financial assistance we can offer
Your situation may make you eligible for our Power on Program, which offers you flexible payment options, information on Centrepay, assistance with concessions and rebates, and other support as you need it. Find out more about our Power on program.
Keeping your information secure
If you’re in a situation where it may not be safe to send information to your home address, we’ve developed ways to ensure you receive the information you need without compromising the security of that information.
If you share an email address and/or password
If you’re the authorised account holder, you can change the contact details on your account via Update contact details in My Account or when you chat to us or call us.
We can help you remove someone from your account
Are you wanting to remove a joint account holder or an authorised person from your account. You can do that via Update contact details in My Account or when you chat to us or call us.
Other support services
Getting your energy bills under control is only one part of dealing with family or domestic violence. The support services below can provide advice and assistance to you to help you get your security and independence back.
Who | How they can help | Contact details |
Police | If you or your child/ family is in immediate danger | Call 000 |
Services Australia | Centrelink, Medicare, Child Care Social workers | Social Work Services: call 13 28 50 |
Lifeline | Crisis support services | Call 13 11 14 |
Money Minded | Created to help you build your skills, knowledge and confidence in managing your money. | |
Financial Counsellor | Free help in managing bills and debts, or financial independence | |
National Association of Community Legal Centres | A directory of community law centres in Australia | |
Women’s legal services Australia | Legal centres specialising in women’s legal services | Women's Legal Services |
Family Relationship Advice Line | Information and advice on family relationship issues | Call 1800 050 321 |
Download our Family Domestic Violence Policy (PDF 72 mB).