Simply Energy rejected my hardship request, what are my options?
How to challenge Simply Energy if it refused hardship assistance or offered a payment plan that ignored your actual financial circumstances.
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.
A rejection of a genuine hardship request is not the end of the road, it is usually a sign the assessment did not properly happen. Simply Energy is required to run an approved hardship program and to consider your actual financial circumstances, not simply apply a default response regardless of what you told them. If your request was dismissed without a real conversation about what you can afford, ask for it to be reconsidered properly.
Be specific in what you ask for: state your financial circumstances clearly, propose an instalment amount you can genuinely sustain, and reference the hardship program directly so it is clear you are invoking a specific obligation, not a general favour. A vague request is easier to brush off than a concrete, documented one.
If Simply Energy still refuses or offers a plan that plainly ignores what you told them, escalate to your state energy ombudsman, EWON, EWOV or EWOQ. The service is free and independent, and can investigate whether Simply Energy properly applied its hardship policy, including whether the plan you were offered was genuinely realistic given your circumstances.
Frequently asked questions
Can Simply Energy just reject a hardship request outright?
Not properly, it is required to assess genuine hardship requests based on your actual circumstances, not apply a blanket refusal.
What makes a hardship request harder to dismiss?
Being specific: a clear statement of your circumstances and a concrete, sustainable instalment proposal, referencing the hardship program directly.
What if the plan I was offered is unrealistic?
Ask for it to be reassessed against what you can genuinely afford, and put your reasoning in writing.
Does engaging with hardship support protect me from disconnection?
Generally yes, while you are genuinely meeting a realistic, agreed arrangement.
Is there a cost to accessing hardship support?
No, it is a required part of Simply Energy’s obligations, not a paid service.
What if Simply Energy still won’t engage properly?
Escalate to your state energy ombudsman, free of charge, which can investigate whether the hardship policy was properly applied.
What if Simply Energy just ignores my letter?
Silence is not a dead end, it is a deadline breach. Simply 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
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