Access to financial support

If you’re having trouble paying your power bill, you should contact your power retailer as soon as possible and talk to them about your situation.

This is especially important if:

• you’re on a low income
• someone in the household has a health condition, or is vunerable
• someone in your household is medically dependent on the mains power supply to your home

Your power retailer should try to help you if you have problems paying your power bills.

Depending on your circumstances, your power retailer might:

• discuss a payment plan for you
• suggest an alternative pricing plan
• advise you of agencies that can help you with budgeting and/or
• refer you to Work and Income (with your consent) to determine whether you might be eligible for financial assistance

Your power retailer should not disconnect you if doing so might endanger your well-being or that of anyone in your household.

For more advice, check out Citizen’s Advice Bureau or Work and Income.

Disconnection should be a last resort

• Your power retailer can disconnect you if you do not pay your energy bills, but only as a last resort.
• Read more about disconnections and how to get your power reconnected.