COVID-19 Support

Helping South Australians

Energy and Water Ombudsman SA acknowledges the significant impact on the community of COVID-19 across South Australia and our deepest sympathies are with all in our global community at this time.

In terms of energy and water supply, community members may have concerns about:

  • their current or future capacity to pay their bills, including energy and water
  • a need to pause current arrangements to allow them to manage other immediate needs
  • entering into a payment plan arrangement
  • a need to gain an extension on a bill due date
  • access to an Emergency Energy Payment Scheme
  • access to a hardship program.

If you have been impacted by the current situation, we strongly encourage contact with your supplier to discuss what options are available to suit your circumstances. If you have been unable to resolve the matter with your energy or water supplier, please advise one of our staff members immediately and we will assist with resolution of your complaint. We are here to help. Customers can contact us via Freecall on 1800 665 565, online by clicking 'Live Chat' on the right of this web page, or by texting us on 0488 854 555.

You can access information on our website under Consumer resources and Resolving complaints. With more people working from home, your energy usage may increase. It is important to look at ways you can save energy at home.

Energy supplier assistance

If you are having trouble paying a bill, a range of support measures are available. Some support measures may differ between suppliers, and include payment plans and assistance with accessing concessions.

The expectations of energy retailers to support customers in payment difficulty have been revised

While the AER’s temporary COVID-19 Statement of Expectations has been lifted, the AER has developed a “standby Statement” for energy retailers in the event jurisdictions are subject to extended stay-at-home orders. The standby Statement of Expectations is applied at the AER’s discretion to National Energy Customer Framework (NECF) jurisdictions - the Australian Capital Territory, New South Wales, Queensland, South Australia or Tasmania.

The Australian Energy Council have also listed a range of support measures that their members have committed to.

SA Power Networks and others have announced a suite of measures to provide support to small business and residential customers enduring hardship as a result of the COVID-19 pandemic.

Further information on energy sector support:

Energy distributors are also working hard to ensure supply during this time. For more information on their approach, visit the SA Power Networks website.

Water supplier assistance

Water suppliers may also offer payment extensions and other assistance to people whose incomes have been impacted by COVID-19. Contact the relevant supplier directly to discuss how they can help.

Licensed water, sewerage, LPG and off-grid electricity service suppliers

The Essential Services Commission of South Australia has issued guidance for these suppliers. The Commission notes that service providers should consider additional customer support options at this time.

Read the full statement here.

Other supports

A wide range of other supports are available, including those listed on the following sites: