EnergyAustralia sent my account to debt collection instead of helping, what now?
What EnergyAustralia is required to do for customers in genuine financial hardship, and how to challenge being pushed toward debt collection instead.
Regulator
State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD)
Key legislation
National Energy Retail Law and the National Energy Retail Rules
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD) is prepped and ready.
Debt collection is meant to follow a failed attempt at resolution, not replace one. If you had told EnergyAustralia you were in financial difficulty before the account was referred to a collector, or if no genuine hardship assessment happened at all, that referral may have jumped ahead of obligations EnergyAustralia was supposed to meet first, namely offering hardship assistance and a realistic payment plan.
A hardship program is meant to mean something concrete: assessment of what you can actually afford, a payment plan built around that, and information about any concessions or rebates you might be entitled to, not simply a token mention before the account moves on to collections anyway. If that did not happen, you have grounds to ask EnergyAustralia to pause the referral and properly reassess your situation under its hardship policy.
Put your financial circumstances in writing, explicitly ask to be assessed under EnergyAustralia’s hardship program, and request that any debt collection activity be paused while that happens. If EnergyAustralia will not pause it or will not properly engage, escalate to your state energy ombudsman, EWON, EWOV or EWOQ, free of charge, which can investigate whether the hardship policy was followed before escalation occurred.
Frequently asked questions
Can my account go to debt collection while I am seeking hardship help?
It should not, if you are genuinely engaging with the hardship process. Ask EnergyAustralia to pause any collection activity while your situation is assessed.
What does a proper hardship assessment involve?
A realistic look at what you can afford, a payment plan built around that, and information on any concessions or rebates you may be eligible for.
I never got offered any of that. What do I do?
Put your circumstances in writing and formally request a hardship assessment, referencing the hardship program directly.
Is there a fee for hardship assistance?
No, hardship programs are a required part of the retailer’s obligations, not a paid service.
What if debt collection has already started?
Ask EnergyAustralia to pause it immediately while your hardship request is properly considered, and put the request in writing.
What if EnergyAustralia won’t pause or properly assess it?
Escalate to your state energy ombudsman, free of charge, which can investigate whether the hardship policy was applied correctly.
What if EnergyAustralia just ignores my letter?
Silence is not a dead end, it is a deadline breach. EnergyAustralia is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to your state energy ombudsman (EWON in NSW, EWOV in Victoria, EWOQ in Queensland, or your state equivalent) arrives pre-filled and ready to lodge. Escalating is free.
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Open the EnergyAustralia armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.