Origin refused my payment plan request, is that allowed?
What to do if Origin Energy refused a reasonable payment plan or hardship support when you were genuinely struggling to pay.
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.
Origin, like every retailer, is required to run an approved hardship program and to offer it to customers in genuine financial difficulty. If you told Origin you were struggling and asked for a payment plan, and were simply refused or told to pay the full amount regardless, that is not how the hardship obligation is meant to work. A refusal to even discuss a realistic arrangement is itself something you can challenge.
The test is not whether you can pay everything at once, it is whether Origin properly assessed a plan based on what you can genuinely afford over time. If you offered a specific instalment amount and it was rejected without any real counter-proposal, or if you were pushed toward disconnection or debt collection instead of a hardship conversation, ask for the decision to be reviewed and put your financial circumstances in writing.
If Origin still will not engage properly, escalate to your state energy ombudsman, EWON, EWOV or EWOQ. It is free, and can investigate whether Origin applied its hardship policy correctly, including whether a reasonable payment plan should have been offered instead of the response you actually got.
Frequently asked questions
Can Origin just refuse to offer any payment plan?
It is required to genuinely consider one as part of its hardship obligations. An outright refusal without proper assessment is worth challenging.
What if the plan I proposed was rejected outright?
Ask why, and request a counter-proposal based on what you can actually afford. A blanket rejection with no alternative is a red flag.
Does hardship protect me from disconnection?
While you are genuinely engaging with a hardship arrangement and meeting it, disconnection should not be the next step.
What evidence helps my case?
A clear written statement of your circumstances, what you can realistically pay, and a record of what Origin actually offered or refused.
Should I mention hardship specifically?
Yes, referencing Origin’s hardship program directly makes clear you are invoking a specific obligation, not just asking for a general favour.
What if Origin still refuses?
Escalate to your state energy ombudsman, free of charge, which can review whether the hardship policy was properly applied to your situation.
What if Origin Energy just ignores my letter?
Silence is not a dead end, it is a deadline breach. Origin 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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The Armoury
Every weapon that works against Origin Energy
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Open the Origin Energy 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.