Hardship policy
At New South Wales Electricity, we understand that financial circumstances can make it difficult to pay your energy bill on time. That's why our Energy Account Support and Enquiries (EASE) team provides access to financial services and support options for your account.
Concessions, grants and rebates
Select a service to learn more.
Energy Account Payment Assistance (EAPA) Scheme
No Interest Loan Scheme (NILS)
Pensioner Energy Rebate
Life Support Concession
Energy Blackouts Rebate
Additional information on these services is available through the Department of Industry and Investment
Energy Accounts Payment Assistance (EAPA) Scheme
EAPA is a government scheme designed to help people who are financially disadvantaged and experience extreme difficulty paying their energy bill because of a crisis or emergency situation. The scheme is aimed at helping hardship customers stay connected to essential energy services during times of crisis.
No Interest Loan Scheme (NILS)
NILS provides a means for purchasing essential household items such as fridges, washing machines and medical appliances. The loan scheme primarily supports people whose sole sources of income are government benefits.
NSW Pensioner Energy Rebate
Provides assistance for paying energy bills. This rebate is available to certain pensioners, and is applied to your electricity bill in equal installments.
Life Support Concession
If you require medical equipment in your home to sustain your life, such as an oxygen concentrator or kidney dialysis machine, you may be entitled to a rebate on your electricity bill. The amount of the rebate will depend on the type of life support machine you require and is a flat rate for each type of machine. The life support rebate is additional to any pensioner rebate you may be entitled to.
Energy Blackouts Rebates
Electricity customers in metropolitan areas can receive an $80 compensation from their energy supplier if they suffer more than four 4-hour outages in a year or any outage of longer than 12 hours.
Other services
Community Buying Services
There are various community buying services that can help people experiencing financial hardship. Community Buying Services can help locate the best available market price for essential household items such as washing machines, dryers or fridges. These services are available through various community groups for people currently experiencing financial hardship.
Financial Counsellors
Financial counselling and support is just one phone call away. New South Wales Electricity's EASE team can provide you with free access to independent financial counsellors if you experience hardship or financial difficulty. You can also search online for a local financial counsellor.
How to contact New South Wales Electricity's EASE team
To apply for energy concessions or services simply call our EASE team on 1800 989 321.
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