Energy and water bills can be hard to manage when rent and food already take most of your income. If you've fallen behind, there is help in Victoria, and the earlier you ask, the more options you'll have.
Step 1: Call your retailer
Victoria's Essential Services Commission (ESC) says the first step is to contact your energy retailer. Retailers must help customers who are having trouble paying, including offering payment plans and information about concessions, rebates and grants (ESC).
When you call, it can help to:
- say clearly that you're having trouble paying and ask about payment assistance
- ask for a payment plan you can actually afford
- ask whether you're on the cheapest plan for your usage
- ask about concessions and the Utility Relief Grant.
Step 2: Check your concessions
Low-income Victorians may get concessions on electricity, gas, water and council rates. Homes Victoria points to the concessions search tool on the DFFH Services website to see what you can apply for (housing.vic.gov.au). You can also call the Concessions Information Line on 1800 658 521.
Step 3: Ask about the Utility Relief Grant
The Utility Relief Grant helps pay an overdue mains electricity, gas or water bill when you're facing a temporary financial crisis (DFFH: Utility relief grant scheme).
Who can apply
Account holders with a Pensioner Concession Card, Health Care Card or Veterans' Affairs Gold Card can apply. If you don't have one of these cards but are on a low income, you may still be able to apply. It's available to renters and home owners.
What you need to show
You must show you have no way of paying the bill without help and are at risk of disconnection, and meet one of these criteria:
- you or someone in your home has experienced family violence
- you've had a recent drop in income, such as losing a job
- you've had high, unexpected costs for essential items
- your housing costs are more than 30% of your household income.
How much and how to apply
As at October 2026, DFFH says the grant can be up to $650 per utility type in a two-year period, or $1,300 for homes with a single energy source. Phone your electricity, gas or water retailer to ask for an application. A friend, support worker or financial counsellor can help you fill it in. The grant is paid straight to your retailer, and DFFH says applications take about 4 to 6 weeks. Check the DFFH page for current details.
Step 4: Get free financial counselling
If you're behind on several bills, a free financial counsellor can help you prioritise and negotiate. Call the National Debt Helpline on 1800 007 007 (ndh.org.au) or read our guide to free financial counselling.
Staying safe in hot weather
Please don't go without cooling on very hot days to save money if it puts your health at risk. Our guide to staying safe in hot weather has simple tips, and your retailer can talk to you about payment help.
How Nhanya Foundation can help
Nhanya Foundation doesn't pay bills directly, but our advocacy and service navigation team can help you work out what you may be eligible for, prepare for calls with your retailer and connect with a financial counsellor. If housing costs are the bigger problem, read housing stress and where to get help in Victoria. Call 03 8595 9012 or make a referral.
Behind on bills and not sure where to start? Call Nhanya Foundation on 03 8595 9012 or make a referral.