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Hardship Policy

Updated date: 1 March 2026

We’re here to help

At Fig Energy, we understand that life can throw up unexpected challenges that make it hard to pay your bills. Whether it’s illness, job loss, family violence, a bereavement, or any other difficulty, we want to work with you so you can keep the energy connected and get back on track.

This page summarises our Hardship Policy. Depending on the state you live in, a different version of the policy applies — please read the one that covers you.

Applies to residential customers in Victoria

1. Introduction

1.1 Our policy

This is Fig Energy’s Hardship Policy for residential customers in Victoria who are anticipating or experiencing payment difficulties. It explains the minimum standards of assistance you are entitled to, and how we will work with you so that disconnection is only ever a last resort.

1.2 Who this policy applies to

This policy applies to residential customers — that is, customers who purchase energy principally for personal, household or domestic use.

1.3 Regulatory framework

The Victorian Energy Retail Code of Practice, which sets out retailers’ obligations and minimum customer entitlements, takes precedence over this policy in all circumstances. We have systems in place to meet our obligations under:

  • the Energy Retail Code of Practice
  • the Payment Difficulty Framework
  • the Essential Services Commission’s guidelines
  • this policy

2. Our commitment to you

2.1 Objective

Our objective is to provide flexible, practical assistance that makes it easier for you to pay for your ongoing energy use and repay any arrears, so that disconnection for non-payment is only ever a last resort.

2.2 What you can expect from us

Customers receiving assistance from us can expect to:

  • fall into payment difficulty less frequently;
  • receive timely assistance that responds flexibly to their circumstances;
  • be provided with information about the cost of their energy use, and practical help to manage energy costs;
  • be able to arrange to pay for energy in a way that helps them manage their finances;
  • be able to propose how they will repay any arrears in a timely and sustainable way;
  • receive information and advice about government and non-government support;
  • be treated with respect; and
  • only be disconnected for non-payment as a last resort.
2.3 Fair and reasonable treatment

We will treat you with respect and empathy and take into account your individual circumstances. We will not require evidence of your circumstances unless we have a firm basis to do so.

3. Talking to us

3.1 How to contact us

If you are having trouble paying a bill, or think you may have trouble paying future bills, please don’t hesitate to contact us by using the details in Section 15.

The earlier you get in touch, the more we can do to help.

3.2 Help with communication

If your first language is not English, we can arrange a free interpreter through the Translating and Interpreting Service (TIS) on 131 450.

If you are deaf, hard of hearing or have a speech impairment, you can contact us through the National Relay Service at www.accesshub.gov.au/nrs or call 133 677.

3.3 Authorised representatives

You can ask a representative — such as a financial counsellor, family member, or community worker — to contact us on your behalf. We need your permission to talk to your representative, which you can provide by phone or in writing.

4. Identifying customers who need help

4.1 How we identify customers who may need assistance

We aim to identify customers who may be experiencing payment difficulties as early as possible. We will offer our assistance if:

  • you tell us you are having trouble paying a bill;
  • a financial counsellor or community worker contacts us on your behalf;
  • you have a history of late payments, broken payment plans, or payment extensions;
  • you have received a reminder notice or disconnection warning notice;
  • your account is in arrears; or
  • we become aware of circumstances that suggest you may be experiencing payment difficulty.
4.2 Circumstances we will consider

We will consider your individual circumstances when providing assistance, including (but not limited to):

  • loss of employment or reduced income;
  • illness or serious medical condition (including mental health);
  • death or serious illness of a family member;
  • family violence;
  • family or relationship breakdown;
  • disability;
  • caring responsibilities;
  • limited English skills;
  • whether you hold a concession card or receive government payments;
  • unexpected essential expenses (medical, housing, car repairs, etc.);
  • variable or seasonal income; and
  • any other circumstances you tell us about.

We will take information you give us at face value and will not require evidence unless we have a firm basis to do so.

5. Standard Assistance (for customers not yet in arrears)

If you are not yet in arrears of $55 or more (including GST), you are entitled to Standard Assistance. This is designed to help you avoid falling behind on your bills.

5.1 Forms of Standard Assistance

Equal payments — You can make equal payments at a regular interval we agree on (for example, $50 per fortnight).

Payment intervals — You can choose a payment interval (weekly, fortnightly or monthly) that is shorter than your usual billing cycle.

Extension of pay-by date — You can extend the pay-by date of one bill by 14 days, once in any 12-month period.

Payment in advance — You can make regular or ad hoc payments towards your account in advance.

5.2 How to access Standard Assistance

Contact us before the pay-by date on your bill. We will work with you to set up an arrangement that suits your circumstances.

5.3 If you miss a Standard Assistance payment

If you miss a payment and your arrears reach $55 or more, we will contact you within 21 business days of the pay-by date to offer you Tailored Assistance.

6. Tailored Assistance (for customers in arrears of $55 or more)

If you are in arrears of $55 or more (including GST), you are entitled to Tailored Assistance. This provides flexible and practical help to pay for ongoing energy use, repay arrears, and lower your energy costs.

6.1 Two classes of Tailored Assistance

Class A Tailored Assistance — For customers who can pay the full cost of their ongoing energy use. Includes:

  • a payment arrangement to repay arrears over no more than 2 years;
  • advice about payment options;
  • specific advice about the likely cost of your future energy use and how to lower it;
  • specific advice about government and non-government assistance available (including Utility Relief Grants and energy concessions).

Class B Tailored Assistance — For customers who cannot pay the full cost of their ongoing energy use. In addition to everything in Class A, you are entitled to:

  • practical assistance to help reduce your energy use (see Section 8);
  • being placed on the tariff that is most likely to minimise your energy costs based on your usage and payment history;
  • information on your progress towards lowering your energy costs;
  • an initial period of at least 6 months during which repayment of your arrears is put on hold while you work with us to lower your ongoing energy costs.
6.2 When we provide Tailored Assistance

We will use our best endeavours to contact you within 21 business days of a missed pay-by date (where you are in arrears of $55 or more) to offer Tailored Assistance. We will contact you using your preferred contact method where known.

6.3 Time to consider

You will have at least 6 business days to consider the information we provide about Tailored Assistance before needing to respond.

6.4 Extending assistance

When deciding whether to extend the initial 6-month arrears-on-hold period, we will consider:

  • the amount of your arrears;
  • your ongoing usage costs;
  • the level and timeliness of assistance previously provided;
  • your engagement with previous support;
  • your efforts to reduce energy costs where possible.

7. Payment arrangements

7.1 Acceptance of payment proposals

Under clause 129 of the Energy Retail Code of Practice, we will accept a payment proposal from you that:

  • provides for equal payments at regular intervals of up to one month;
  • would result in your arrears being fully paid within 2 years of the first payment;
  • provides for payments for ongoing energy use together with payments to reduce arrears; and
  • is based on a reasonable forecast of your energy use over the next 12 months.

We may also accept proposals that involve different amounts at different intervals, longer repayment periods, or separate payments for arrears and ongoing use, depending on your circumstances.

7.2 Written schedule

When we accept a payment arrangement, we will give you a written schedule showing:

  • the total number of payments;
  • the period over which payments are to be made;
  • the due date of each payment;
  • the amount of each payment.
7.3 Review of payment arrangements

For payment arrangements longer than 12 months, we will review your reasonable forecast usage at least once every 12 months to make sure your payments are still on track.

7.4 Missed payments

If you miss a scheduled payment, we will contact you in a timely way to discuss a revised arrangement. We will allow flexibility for occasional underpayments or late payments. We will not suspend assistance for occasional missed payments.

8. Help to lower your energy costs

8.1 Most appropriate tariff and offer

Based on your energy use, payment history, and circumstances, we will identify the energy offer and tariff most likely to minimise your ongoing energy costs. We will consider tariff design, discounts, fixed benefit periods, and supply charges. If a better offer is available, we will offer to switch you at no cost.

8.2 Practical assistance measures

For customers receiving Class B Tailored Assistance, we may offer one or more of the following:

  • over-the-phone or in-home energy audit;
  • analysis of your interval meter data to identify high-use appliances;
  • energy-saving devices (draught stoppers, LED globes, standby power controllers);
  • water-saving devices that reduce water heating costs;
  • help to access replacement appliances (heaters, fridges, hot water systems);
  • advice on insulation, solar PV or battery storage.
8.3 Information on progress

We will provide comparative information (for example, kWh used this billing period vs. previous periods) so you can assess how your efforts to reduce costs are tracking.

8.4 Health and safety

We will not promote reductions in energy use to a level that may put your health and wellbeing, or that of anyone in your household, at risk.

9. Government and non-government assistance

9.1 Concessions and grants

We will help you access concessions and grants you are eligible for, including:

  • Utility Relief Grant Scheme (URGS) — we will check your eligibility and help you apply;
  • Victorian energy concessions (e.g., Annual Electricity Concession, Service to Property Charge Concession, Medical Cooling Concession, Life Support Concession);
  • any other government rebates or relief you may be entitled to.

We will retrospectively apply missed concessions wherever possible within Department of Families, Fairness and Housing guidelines.

9.2 Financial counselling and community support

We can refer you to non-government support, including:

  • National Debt Helpline — 1800 007 007
  • financial counselling services in your area
  • emergency relief services
  • family violence support services

You can choose whether to accept a referral — we will not make referrals a condition of receiving our assistance.

10. Your rights and obligations

10.1 Your rights

You have the right to:

  • be treated fairly, with respect and empathy;
  • access this policy free of charge;
  • have your individual circumstances taken into account;
  • propose a payment arrangement;
  • receive written confirmation of any payment arrangement;
  • have a representative act on your behalf;
  • refuse assistance (and access it later if needed);
  • not be asked for personal or financial information as a condition of receiving assistance;
  • not have your debt sold while you are receiving assistance under this policy, or for 10 business days after any disconnection.
10.2 Your obligations

We ask that you:

  • contact us as soon as you think you may have trouble paying;
  • work cooperatively with us;
  • share as much information about your circumstances as you are comfortable with;
  • let us know early if you cannot meet a payment;
  • keep us informed of changes to your contact details or circumstances;
  • take reasonable action towards paying for your energy use and repaying arrears.
10.3 When we may suspend assistance

We may suspend assistance if you consistently and consecutively:

  • fail to make any payments under an agreed arrangement;
  • do not respond to our attempts to contact you;
  • refuse to make regular payments towards your usage while your arrears are on hold.

Before suspending assistance, we will contact you and explain what action you need to take. If we suspend assistance, we will notify you in writing and explain your remaining entitlements.

11. Disconnection as a last resort

11.1 Our approach

Disconnection for non-payment is always a measure of last resort. We will not disconnect you while you are actively engaging with us under this policy.

11.2 Before disconnection

We will only consider disconnection after:

  • providing you with your entitlement to Tailored Assistance;
  • issuing a reminder notice and allowing the reminder period to lapse;
  • issuing a disconnection warning notice;
  • using our best endeavours to contact you;
  • taking into account your individual circumstances.
11.3 Supply capacity control products

We will not offer a supply capacity control product to a residential customer for any credit management purpose.

12. Debt recovery

While you are receiving assistance under this policy:

  • we will not commence or continue debt recovery proceedings against you;
  • we will not sell or assign your debt to a third party;
  • we will not charge late payment fees;
  • we will not require a security deposit.

We will not sell or assign your debt within 10 business days after any disconnection for non-payment.

13. Privacy and complaints

13.1 Privacy

We will handle your personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy. Sensitive information (such as health information or information about family violence) will be handled with extra care.

13.2 Complaints

If you are unsatisfied with any part of the service we have provided, please use the details in Section 15 to contact us first so we can try to resolve the issue.

If you are not satisfied with our response, you can contact the Energy and Water Ombudsman Victoria (EWOV):

  • Phone: 1800 500 509 (free call)
  • Web: www.ewov.com.au
  • Email: ewovinfo@ewov.com.au

14. Policy review and promotion

14.1 Review

We will review this policy periodically to ensure it remains appropriate and effective. If the policy changes, we will notify customers currently receiving assistance.

14.2 Promotion

We will promote this policy through:

  • our website;
  • information on bills and reminder notices;
  • discussions with financial counsellors and community agencies;
  • staff training.

Staff who deal with customers experiencing payment difficulty receive regular training to identify and support customers fairly and appropriately.

15. Contact details

  • Phone: 1300 919 650
  • Email: info@figenergy.com.au
  • Website: www.figenergy.com.au
  • Translating and Interpreting Service: 131 450
  • National Relay Service (TTY): 133 677
  • National Debt Helpline: 1800 007 007
  • Energy and Water Ombudsman Victoria: 1800 500 509

Applies to residential customers in New South Wales, Queensland, South Australia, Tasmania or the ACT

1. Introduction

1.1 Our policy

This is Fig Energy’s Hardship Policy. It explains how we identify and assist residential customers who are experiencing financial hardship and finding it hard to pay their energy bills.

We understand that difficulties in other areas of life can affect your ability to pay. This policy sets out what we will do to help you manage your energy bills and minimise any risk to the ongoing supply of energy to your home.

1.2 Who this policy applies to

This policy applies to all residential customers of Fig Energy in New South Wales, Queensland, South Australia, Tasmania or the ACT who are experiencing payment difficulties due to financial hardship.

You might experience hardship because of factors like:

  • death in the family;
  • household illness or injury;
  • family violence;
  • unemployment or reduced income;
  • change in family circumstances;
  • unexpected essential expenses;
  • mental health issues;
  • natural disasters.
1.3 Regulatory framework

The National Energy Retail Law and the National Energy Retail Rules set out retailers’ obligations and minimum customer entitlements, and take precedence over this policy in all circumstances. We have systems in place to meet our obligations under:

  • the National Energy Retail Law;
  • the National Energy Retail Rules;
  • the Australian Energy Regulator’s Customer Hardship Policy Guideline;
  • this policy.

2. Our commitment to you

2.1 What this policy explains

This policy explains:

  • what we will do to help you manage your energy bills;
  • how we take your circumstances and needs into account;
  • your rights as a customer in our hardship program;
  • your obligations as a customer in our hardship program.
2.2 Our approach

When you are experiencing payment difficulty due to hardship, we will:

  • take into account all of your circumstances that we are aware of;
  • act fairly and reasonably;
  • give you clear information about the assistance available to you in a timely way;
  • provide assistance as soon as practicable once you are entitled to it;
  • treat you with respect and empathy.

Energy is an essential service, and disconnection is always a last resort.

3. Talking to us

3.1 Contact us early

The sooner you contact us, the more we can do to help. If you are having trouble paying a bill, or think you may have trouble, please don’t hesitate to contact us by using the details in Section 16.

Our hardship team is specially trained to help customers experiencing payment difficulty.

3.2 Authorised representatives

You can ask a representative to contact us on your behalf. This might be:

  • a financial counsellor;
  • a community worker;
  • a family member or friend;
  • anyone else who helps you manage your bills.

We need your permission to talk to your representative. You can provide this permission by phone, email or in writing.

4. Help with communication

We can communicate with customers who have diverse communication needs, including (but not limited to):

  • customers from culturally and linguistically diverse backgrounds;
  • customers with low English literacy;
  • customers with disability;
  • customers in remote areas;
  • customers without internet access.
4.1 Interpreter services

If you need an interpreter, please call the Translating and Interpreting Service (TIS) on 131 450 and ask them to call us. This is a free service.

4.2 National Relay Service

If you are deaf, hard of hearing or have a speech impairment, you can contact us through the National Relay Service:

  • Voice relay: 1300 555 727
  • TTY: 133 677
  • SMS relay: 0423 677 767
  • Web: www.accesshub.gov.au/nrs
4.3 Other accessibility support

Please let us know how we can make it easier for you to communicate with us. This may include using your preferred contact method or providing information in accessible formats.

5. How we identify customers who need help

5.1 We will tell you about our hardship program if
  • you tell us you are having trouble paying your bill;
  • you are referred to our program by a financial counsellor or other community worker;
  • we are concerned that you may be experiencing financial hardship.
5.2 We will recommend you speak to us about joining the program if you have
  • a history of late payments;
  • broken payment plans;
  • requested payment extensions;
  • received a disconnection warning notice;
  • been disconnected for non-payment.
5.3 We can also help you join if you tell us
  • you are eligible for a relief grant or other emergency assistance;
  • you have personal circumstances where hardship support may help — for example, death in the family, serious illness, family violence, or job loss.

You may have trouble paying your bills for many different reasons. Please contact us so we can discuss your individual situation.

6. Joining our hardship program

6.1 How we assess your application

When you contact us about hardship assistance, our trained staff will:

  • ask you a few questions about your circumstances;
  • work out if our hardship program is right for you;
  • not ask you for sensitive financial information unless you are comfortable providing it.

We will assess your application within 10 business days of receiving it and let you know the outcome.

6.2 If you are accepted into our hardship program, we will
  • tell you if you are on the right energy plan or if there is a better one for you;
  • tell you about government concessions, relief schemes or energy rebates you may be eligible for;
  • give you ideas about how to reduce your energy use;
  • talk to you about a payment amount that suits your circumstances;
  • direct you to support services in your area if appropriate;
  • pause our usual account reminders;
  • not disconnect you for non-payment while you are meeting your arrangements with us;
  • not commence debt-recovery proceedings against you;
  • not charge late payment fees;
  • not require a security deposit;
  • not make changes to your plan without your agreement.
6.3 If you are not eligible

If we decide that our hardship program is not the right fit for you, we will tell you why and let you know about other options that may be available.

7. Payment options and plans

7.1 Payment options

We offer a range of ways to pay, including:

  • direct debit;
  • credit or debit card;
  • BPAY;
7.2 Payment plans

When we set up a payment plan, we will consider:

  • how much you can afford to pay;
  • how much you owe;
  • how much energy we expect you will use in the next 12 months.

We have adopted the AER’s Sustainable Payment Plans Framework as good practice for assessing capacity to pay.

Your plan will include payments to cover both what you owe (arrears) and an amount towards your ongoing energy use.

7.3 Written confirmation

Once we agree to a payment plan, we will send you information including:

  • who you can contact for more help;
  • how long the payment plan will run for;
  • the amount of each payment;
  • how many payments you need to make;
  • when each payment is due;
  • how we worked out the payment amount.
7.4 If you miss a payment

If you miss a payment, we will contact you using your preferred contact method to check whether you need help or any adjustments to your plan. We will review your plan to make sure it still suits your circumstances.

7.5 Two cancelled plans in 12 months

If you have had two payment plans cancelled in the past 12 months because you did not keep to the plan, we are not required to offer you another plan and your energy supply may be disconnected. Before this happens, we will contact you to discuss your situation.

7.6 Debt waivers and fee removal

Depending on your circumstances and this policy, we may be able to waive some debt, fees or charges you owe.

8. Government concessions, grants and rebates

There are government concession and rebate programs in each state that can help you pay your bills. If you tell us, or we become aware, that you are eligible for a concession or grant that you are not receiving, we will help you apply where possible.

8.1 New South Wales
  • Low Income Household Rebate
  • Family Energy Rebate
  • Medical Energy Rebate
  • Life Support Rebate
  • Gas Rebate
  • Energy Accounts Payment Assistance (EAPA) vouchers

More info: www.energy.nsw.gov.au/households/rebates-grants-and-schemes

8.2 Queensland
  • Electricity Rebate
  • Reticulated Natural Gas Rebate
  • Electricity Life Support Concession Scheme
  • Medical Cooling and Heating Electricity Concession
  • Home Energy Emergency Assistance Scheme (HEEAS)

More info: www.qld.gov.au/community/cost-of-living-support/concessions

8.3 South Australia
  • Cost of Living Concession
  • Medical Heating and Cooling Concession
  • Energy Bill Concession

More info: www.sa.gov.au/topics/care-and-support/concessions

8.4 Tasmania
  • Annual Electricity Concession
  • Heating Allowance
  • Life Support Concession
  • Medical Cooling and Heating Concession

More info: www.concessions.tas.gov.au

8.5 Australian Capital Territory
  • Utilities Concession
  • Life Support Rebate

More info: www.communityservices.act.gov.au/concessions

8.6 Financial counselling

Free, independent and confidential financial counselling is available through the National Debt Helpline on 1800 007 007 or at www.ndh.org.au.

9. Checking you are on the right energy plan

9.1 Review of your plan

When you join our hardship program, we will review your current energy plan. If there is a better plan available based on your usage pattern, we will:

  • explain why the plan is better;
  • offer to transfer you to the new plan free of charge.

We will only discuss plans that we can offer.

9.2 What we consider

When looking at the best plan for you, we consider:

  • your historical usage (where available);
  • any dedicated off-peak appliances (such as an electric hot water system);
  • your overall energy use pattern;
  • the design of the tariff (flat or time-of-use);
  • any discounts or fixed-benefit periods;
  • any other relevant information you provide.

10. Helping you save energy

10.1 Tips and advice

We can help you reduce your energy use and costs through:

  • general energy-saving tips (available on our website);
  • an over-the-phone energy audit;
  • information about your usage patterns;
  • advice about high-use appliances and how to manage them.
10.2 Audits and further support

In certain circumstances, we may offer:

  • a more detailed energy audit;
  • referrals to appliance replacement programs in your state;
  • information about no-interest loan schemes for energy-efficient appliances.
10.3 Health and safety

We will not suggest energy reductions that could put your health or wellbeing, or that of anyone in your household, at risk.

11. Your rights and obligations

11.1 Your rights

While you are in our hardship program, you have the right to:

  • be treated with respect and empathy;
  • have your individual circumstances taken into account;
  • receive clear information about the assistance available;
  • have a representative act on your behalf;
  • access this policy free of charge;
  • access government concessions and grants you are eligible for;
  • receive a review of your energy plan and tariff;
  • not have late payment fees charged;
  • not be asked for a security deposit;
  • not have changes made to your plan without your agreement;
  • not be disconnected while you are meeting your arrangements under this policy.
11.2 Your obligations

We ask you to:

  • work cooperatively with us;
  • contact us if your situation changes and you cannot meet your payments;
  • share as much information about your circumstances as you are comfortable with;
  • keep your contact details up to date;
  • take reasonable action towards paying for your ongoing energy use and repaying arrears.

12. Leaving or being removed from the program

12.1 Ending your assistance

You can end your assistance arrangement at any time by telling us:

  • you no longer wish to receive assistance; or
  • you are confident you can meet your future obligations without additional help.

We will then discuss any changes to your account.

12.2 When we may end your assistance

We may end your assistance if you:

  • fail to meet your payment obligations after we have contacted you;
  • stop maintaining contact with us or do not update your contact details;
  • transfer to another retailer;
  • do not meet the obligations set out in Section 11.2.

Before removing you from the program, we will contact you to discuss missed payments and give you an opportunity to set up a revised arrangement.

13. Disconnection

13.1 Last resort

Disconnection for non-payment is always a last resort. While you are meeting your obligations under this policy, we will not disconnect you.

13.2 Before disconnection

Before we consider disconnecting you, we will:

  • provide information about our hardship program and the assistance you are entitled to;
  • make attempts to contact you using your preferred contact method;
  • issue a reminder notice;
  • issue a disconnection warning notice;
  • allow all required notice periods to lapse.
13.3 Life support customers

If someone at your premises relies on life support equipment, you must tell us so we can register the premises. We will not disconnect a registered life support premises.

14. Privacy and complaints

14.1 Privacy

We handle your personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy. Sensitive information (such as health information or information about family violence) will be handled with extra care.

14.2 Making a complaint

If you are unsatisfied with our service, please use the details in Section 16 to contact us first so we can try to resolve the issue. We will acknowledge your complaint and aim to resolve it as soon as possible.

14.3 External dispute resolution

If you are not satisfied with our response, you can contact the Energy and Water Ombudsman in your state:

Ombudsman services are free, independent and confidential.

15. Policy review and promotion

15.1 Review

We will review this policy periodically to make sure it remains appropriate and effective. If this policy changes and you are currently in our hardship program, we will notify you promptly.

15.2 Promotion

We promote this policy through:

  • our website;
  • information on bills and reminder notices;
  • engagement with financial counsellors and community agencies;
  • staff training.

Staff who deal with customers experiencing hardship receive regular training to identify and support customers fairly, consistently and compassionately.

15.3 Feedback

We welcome your feedback on this policy. Please contact us by using the details in Section 16.

16. Contact details

  • Phone: 1300 919 650
  • Email: info@figenergy.com.au
  • Website: www.figenergy.com.au
  • Translating and Interpreting Service: 131 450
  • National Relay Service (TTY): 133 677
  • National Debt Helpline: 1800 007 007

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