Can't afford your electricity bill? Here's what to do right now

First, take a breath. You have more options than you think

If a power bill has landed that you cannot pay, the most important thing to know is that you are not powerless and you are not in trouble for asking for help. Falling behind on energy is common, especially when bills arrive quarterly and land all at once. Retailers deal with this every single day, and Australian energy rules are built on the idea that struggling customers should be kept connected and supported, not punished.

The worst thing you can do is ignore the bill and hope it goes away. The best thing you can do is make contact early, before a due date passes or a disconnection notice arrives. Reaching out early gives you access to more options, more time, and stronger protections. This guide walks through exactly what to do, in order.

The steps to take today

1. Do not ignore it. Open the bill and note the due date and the amount. Knowing the numbers puts you back in control.
2. Call your retailer and say the words: "I'm having trouble paying my bill and I'd like to know about your hardship program and a payment arrangement." You do not need to explain your whole life. That one sentence triggers your protections.
3. Ask for a payment extension or a payment plan that fits what you can genuinely afford, even if that is a small amount each week or fortnight.
4. Check every concession and rebate you are entitled to (our rebates and concessions guide walks through what each state offers). A concession card, medical or life-support status can add credits to your bill and add disconnection protection.
5. If the debt is large or you have bills piling up across the board, call the National Debt Helpline on 1800 007 007 for free, confidential financial counselling.
6. Ask your state whether an emergency energy voucher or bill-relief grant is available (many states run one), and how to apply.

Your rights while you sort this out

Under the energy rules, every retailer must have a hardship program, and once you are on a hardship arrangement or are meeting an agreed payment plan, you cannot be disconnected for non-payment. Holding a valid concession, an eligible medical condition, or registered life-support equipment at your address adds further protection. These are not favours. They are legal obligations on the retailer.

You also have the right to be treated with respect, to get help in a language you understand, and to be told clearly what arrangements are available before any disconnection is considered. If a retailer isn't meeting these obligations, you can escalate to your state or territory energy ombudsman, which is free.

Then look at why the bill is so high

Getting breathing room on this bill is step one. Step two is making sure the bill itself is not bigger than it needs to be. Many households in hardship are also, quietly, on an expensive plan: an old market offer with a rate well above what is available today, and it is worth understanding why your bill is so high in the first place. A payment plan helps you pay the bill; a cheaper plan makes the bill smaller in the first place.

Once the immediate pressure eases, it is worth checking whether you are overpaying. EnergySorted (about $39/year) compares your actual plan against what is available and its Bill Health Score flags when you're paying over the odds, and the free government site Energy Made Easy can do a basic comparison too. Lowering the underlying rate, claiming every rebate, and having a manageable payment plan together do far more than any one of them alone.