Hardship Program

Customers who are experiencing hardship
 

There are a range of reasons why a residential customer may have the intention but not capacity to pay for an electricity invoice. Fountain Energy is committed to the early identification and provision of assistance to residential customers who are experiencing hardship. 

We have a Hardship Policy which sets out how we identify and manage accounts of residential customers who are experiencing hardship. At all times we endeavour to treat customers fairly and with empathy and respect.

To be eligible to enter the Hardship Program you must meet the following two criteria:
Have a current residential customer account with us; and 
Be experiencing short term or long-term hardship. 

Even if you have no arrears on your account, you can participate in our Hardship Program. 

Some of the key benefits of our Hardship Program are:

• It is free to join;
• Free energy efficiency advice;
• No late payment fees or early termination fees (on leaving the program);
• We accept payment plans and a variety of payment methods;
• We will refer customers to appropriate services such as financial counsellors where appropriate; and 
• We will provide assistance with government funded concessions, rebates and grants. 
• Please contact us to obtain further information on our Hardship Program and the options available to you. 
   

Download our Hardship Policy

Our contact details:

PO Box A2577
South Sydney NSW 1235

1300 970 024