Bills & Utilities

The cost of living is rising: find out what to do if you are having difficulty paying for your gas, electricity, water or telephone bills.

Jan’s Story: Energy Bills

When Jan became ill, she found it difficult to make ends meet. As she recovered, Jan registered for Centrelink but her bills kept mounting up and she received a letter threatening to cut off her power if she didn’t pay immediately. Financial Rights contacted her energy provider, got Jan into their hardship program and made sure she received all the right concessions. We helped her with a money plan to cut expenses, access vouchers for other bills and set up automatic bill payments from her Centrelink income.

When to get help

The cost of living is rising and you may be worried about how you are going to pay all of your future bills. Read through the fact sheets below and use the sample letters selected. Give us a call if you don’t know where to start or can’t find a solution for your problem. Some of the most common problems we see with bills and utilities include:

Struggling to pay your phone or energy bills.
Being threatened with electricity, gas or water disconnection.
You can’t get a phone contract because of your credit report.
You have fallen behind paying your council rates and now you are being threatened with legal action.
You don’t understand why your phone or internet bills are so high.

Fact Sheets

These fact sheets will give you tips and information about how to manage your bills.

Sample Letters

These samples letters will help you get in touch with your phone or energy company

Contact Us

If you need to speak to a financial counsellor you can call the National Debt Helpline on 1800 007 007

Monday to Friday 9.30am – 4.30pm (Sydney time)
Please note, the National Debt Helpline is answered by both Financial Rights (our service) and Uniting (NSW.ACT) which is based in Dubbo and provides telephone financial counselling, but does not have solicitors available. Our services are run separately, neither service has access to any information or advice given to or by the other service.

If you have an urgent legal problem call our Financial Rights Legal Advice Line on 1800 844 949 (NSW)

Monday to Friday 10am – 1pm (Sydney time)

If your financial situation is as a result of abuse visit our Financial Abuse webpage.

External Resources

Telecommunications Dispute

Telecommunications Industry Ombudsman

Ph: 1800 062 058
Web: www.tio.com.au
Address: PO Box 276, Collins Street West VIC 8007

Telecommunications Consumer Protections (TCP) Code

Read the TCP Code of conduct to find out more about the safeguards provded by the telecommunications industry.
The TCP Code is a code of conduct for the Telecommunications Industry in Australia. It provides community safeguards in the areas of sales, service and contracts, billing, credit and debt management and changing suppliers. It also sets out a framework of code compliance and monitoring. It applies to all Carriage Service Providers in Australia, and is enforceable by the ACMA.

Australian Communications Consumer Action Network (ACCAN)

ACCAN is a consumer advocacy organisation focusing on phones and internet. ACCAN have guides on how to get your home phone, mobile and internet connected, and how to get help if there are problems with your service.
Visit the ACCAN website to read their guides.

Energy Disputes

Energy & Water Ombudsman NSW (EWON)

Ph: 1800 246 545
Web: www.ewon.com.au
Email: complaints@ewon.com.au
Address: Reply Paid 86550, Sydney South, NSW 1234

NSW Fair Trading

NSW Fair Trading has state responsibility for consumer protection.
Ph: 13 32 20
Web: fairtrading.nsw.gov.au
Address: PO Box 972, Parramatta NSW 2124

Acknowledgement of Country

Financial Rights acknowledges Aboriginal and Torres Strait Islander peoples as the traditional owners and celebrate the diversity of Aboriginal peoples and their ongoing cultures and connections to all lands and waters. Financial Rights acknowledges the Gadigal people of the Eora Nation as the traditional owners and custodians of the land on which our main office is located. We pay our respects to Elders past and present and future traditional custodians and Elders of this nation and the continuation of cultural, spiritual and educational practices of Aboriginal and Torres Strait Islander peoples.

Aboriginal and Torres Strait Islander peoples should be aware this website may contain images or names of people who have passed away.