Hardship and Financial Support
If you’re experiencing a financial crisis or emergency, we're here to assist.
For detailed information download our hardship policy or call us to discuss your situation.
7.30 am to 5.30 pm, Monday to Friday
1300 633 637
07 3891 3733
Having trouble staying on top of your bills?
The purpose of Metered Energy Holdings Pty Ltd.’s (Metered Energy) hardship policy is to identify Customers experiencing payment difficulties and to assist Customers who fall into hardship to better manage their existing and future energy bills on an ongoing basis.

Metered Energy understands energy is an essential service for each Customer and disconnection from these essential services can impact on households. As a result, Metered Energy uses disconnection as a last resort option and prefers to work with Customers who are willing but unable to pay their bills to assist them in repaying and managing their energy bills.

Hardship though is a partnership that also relies on the Customer being proactive and committed to the principles and rules of the program, including remaining in contact with our Hardship Team.

Metered Energy’s goal for Customers experiencing hardship is to help them with their energy needs and to provide temporary support through our hardship assistance program.

It is not our policy to provide income support.

Metered Energy is committed to maintaining positive relationships, where possible, with all our Customers and building complexes as a whole through our agreements with the Body Corporate.
What is customer hardship?
A Customer undergoing hardship is one who is identified by Metered Energy, an independent accredited Financial Counsellor or themselves as having the intention but not the financial capacity to make required bill payments within the timeframe required by Metered Energy’s payment terms.

Metered Energy actively seeks to identify Customers who may be vulnerable to financial hardship and make sure that they are offered a number of options to help them manage their energy bills and energy consumption.

In categorising hardship, Metered Energy considers that it often takes two distinct forms, Short and Long Term.
Short Term
A Customer in longer term hardship is a Customer experiencing difficulty in meeting the cost of their energy usage (and any arrears) on an ongoing basis. These Customers may be identified by exhibiting one or more of the following indicators:
  • Unexpected one-off expenses;
  • Temporary reduction in income, e.g. a period of illness;
  • Financial over commitment/s.
Long Term
A Customer in longer term hardship is a Customer experiencing difficulty in meeting the cost of their energy usage (and any arrears) on an ongoing basis. These Customers may be identified by exhibiting one or more of the following indicators:
  • Customer’s payment history suggests difficulty in adhering to standard repayment plans;
  • Customer is seeing a Financial Counsellor;
  • Customer is a tenant in public housing;
  • Customer is eligible for a government concession;
  • Customer has previously applied for a Government Grant.
Therefore a Customer experiencing long term hardship is such where the Customer is expected to face bill payment issues for a longer period of time.

Customers that are identified as suffering long term financial hardship may need a specific and sustained solution to address the underlying causes of their situation, and it is recommended that they consult an independent Financial Councillor.
Get in touch with the Metered Energy team
If you’re having trouble paying your bills, give us a call as soon as possible on 1300 633 637 or 07 3891 3733 between 7.30 am and 5.30pm, Monday to Friday. 
Need Assistance?
Check out our online resources below.
Check Current Outages
If you have are experiencing a loss of energy supply to your property, check for outages.
Report an Outage
If you have are experiencing an emergency or a loss of energy supply to your property.
Frequently Asked Questions
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