Does Momentum Energy have a hardship program I can use?
What Momentum Energy is required to offer customers experiencing financial hardship, and how to escalate if you were refused support.
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.
Yes, every retailer is required to run an approved hardship program, Momentum Energy included, regardless of its size relative to the bigger retailers. If you are struggling to pay and have not been offered a proper assessment, a realistic payment plan, or information about concessions you might be eligible for, that is a gap in what Momentum Energy is supposed to provide, not something you have to simply accept.
The core test is whether the response you got was genuinely tailored to your situation. A generic instalment plan that ignores what you have told Momentum Energy you can actually afford does not meet the standard, and neither does being moved toward disconnection or debt collection without a real hardship conversation happening first.
Put your financial circumstances in writing, formally request assessment under Momentum Energy’s hardship program, and propose a specific instalment amount based on what you can genuinely pay. If the response is inadequate, escalate to your state energy ombudsman, EWON, EWOV or EWOQ, free of charge, which can investigate whether Momentum Energy properly applied its hardship obligations in your case.
Frequently asked questions
Do smaller retailers like Momentum have hardship obligations too?
Yes, the requirement to run an approved hardship program applies across the market, regardless of retailer size.
What should a proper hardship response include?
A genuine assessment of what you can afford, a tailored payment plan, and information about any concessions or rebates you may be eligible for.
What if I was just given a standard plan?
Ask for it to be reassessed against your actual circumstances, referencing the hardship program directly in your request.
Can I be disconnected while genuinely engaging with hardship support?
Generally not, while you are meeting a realistic, agreed arrangement based on your circumstances.
What should I put in writing?
A clear description of your financial situation and a specific, affordable instalment proposal for Momentum Energy to consider.
What if Momentum Energy won’t properly engage?
Escalate to your state energy ombudsman, free of charge, which can investigate whether hardship obligations were met.
What if Momentum Energy just ignores my letter?
Silence is not a dead end, it is a deadline breach. Momentum Energy 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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