For customers in financial stress as a result of COVID-19, we’ve extended the following supports until 30 June 2021:
Protection from any disconnection for residential and small business customers who stay in contact with us about their payment difficulties
No default listing for residential customers who let us know of difficulty paying, and business customers adhering to a payment plan
For more info, visit our Coronavirus information page
We'll be doing everything we can to keep you updated at this time.
The health and wellbeing of our customers and staff is paramount. The effects of Coronavirus across the community mean that staff in many of our call centres have been reduced. This has led to long waiting times on the phone and Live Chat and delayed responses to email enquiries.
If your power or gas goes out, please contact your distributor.
If you, or someone in your home uses a life support machine, register the details with us as soon as possible (if you haven't already).
Our online services remain available
To manage your energy accounts, you can:
Log in and go to My Account to make payments and check your usage
Download the app to have your account at your fingertips
If you're moving or need to renew your plan you can do this easily online 24/7. You can:
Get info and book your move on our on Moving page
Go to Compare plans to view all our offers. You can move, renew or change your plan there, any time you need
Get info on switching to Origin
If you’ve already booked a move, don’t worry. We aren’t anticipating any delays and you should be connected on your move-in date as normal.
Paying your bills
We understand that these are uncertain times financially. If you need assistance paying your account, you can:
Request a payment extension (you'll be asked to log in)
Set up a payment plan
Get information about our hardship and financial support programs
There are also Australian Government financial assistance options available for customers impacted by the Coronavirus.
Monitoring the situation
Please be assured that we’re working through the impacts of all issues related to the Coronavirus (COVID-19) situation, and we'll continue to update you as quickly as possible on all new developments.
For general updates, the Australian Government Health Department’s Coronavirus (COVID-19) health alert is updated regularly. It has important information about how to protect yourself and others and what to do if you have symptoms.
Thank you for your patience. We wish everyone well.