Customer Hardship Policy
At Real Utilities, we understand that customers may face financial difficulties. We’re committed to supporting all our residential customers in managing their energy bills during challenging times. Our policies are designed to ensure you can access assistance when you need it most.
Customers in NSW, SA, ACT, and QLD
For customers in these states, we offer a Hardship Program that provides various forms of support to help you manage your energy bills and any overdue amounts.
How to Access Support:
If you’re experiencing difficulty paying your bills, we encourage you to contact us as soon as possible. Our trained staff will assess your situation and provide information on the assistance available to you, whether that’s standard assistance, tailored assistance, or our interstate Hardship Program.
Contact us: Phone: 1300 16 16 68 Email: [email protected]
At Real Utilities, we’re committed to working with you to find the best solution for your circumstances and ensuring you maintain access to energy, which we recognise as an essential service.
Customers in Victoria
For our Victorian customers, we offer two types of assistance as mandated by the Essential Services Commission:
1. Standard Assistance: This is available to all residential customers in Victoria to help you avoid getting into arrears on your energy bills. You can access standard assistance at any time, even if you’re not currently facing payment difficulties.
2. Tailored Assistance: This more comprehensive support is available to Victorian residential customers who have an overdue amount on their energy bill. Tailored assistance aims to help you pay for ongoing energy use, repay arrears, and lower your energy costs.