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Payment Assistance

Our Approach

We understand that times can be tough which can make it hard to keep up with your bills. If you are facing financial difficulties we are here to help so please give us a call as soon as possible. Our team will:

  • always treat you with empathy and respect;
  • try to provide you with more time to pay and/or payment plans – we will try our best to cater to your needs;
  • provide you with assistance on how to lower your energy bills; and
  • provide other forms of assistance to help you stay on top of your accounts.

It is important that you reach out so we can help.

If you are not in a position to speak with Powershop directly you can call and have a representative (e.g. financial counsellor or a friend) speak on your behalf, provided you give them authorisation to do so.

There are plenty of not-for-profit organisations who specialise in financial counselling and welfare assistance.

Click here to find more information about these organisations.

You may be eligible for a rebate/concession on your Powershop account. For more information on concessions, rebates or grants please check how to apply here.


Click on a tab below to find out information about payment assistance.

Payment Arrangements

If you have an outstanding balance or receive an Account Review that you will not be able to pay in full on or before the due date, it is important that you contact Powershop as soon as possible so we can work together on setting up a payment arrangement. In setting up the payment arrangement we will take into account:

  • the amount that you can afford to pay;
  • any individual circumstances you are willing to share with us that are contributing to your payment difficulties;
  • the current outstanding balance of your account, plus your current Account Review (your bill);
  • your forecast energy usage and costs; and
  • the amount to pay to avoid falling further into debt.

If you are struggling to keep up with your payment arrangement, please give us a call as soon as possible so that we can review your arrangement.

Unfortunately if you do not contact us to change your payment arrangement and/or do not adhere to the agreed payment arrangement, your energy may be disconnected.

Payment extension

Payment extensions are helpful for those customers who may be experiencing short-term financial difficulty and need an extension.

If you have not paid your Account Review in full by the due date, we will send you a notification via your registered email address advising you that we are going to make a debit from your default payment method. If you would like to delay this debit by up to five business days you can do so by logging into your Powershop online account and selecting 'move the payment date'. Alternatively feel free to give us a call and we can arrange the extension.

If you need to extend beyond five business days, then you will need to give us a call.

A payment extension may not always suit you and/or Powershop, so once we better understand your situation we may determine an option that better suits both our needs.

How do I get the best deal with Powershop?

At Powershop all of our customers are on our best deal available in their area. You will have access to your online account and smartphone application which will allow you to purchase as much or as little energy as you like whenever you like, throughout the month. If you are on a budget this is a great way to make small regular payments when you have money available to avoid receiving a large bill at the end of the billing period. Some of the products in our shop include:

Powershop Online Saver tile

Online Saver – our most competitive and always available powerpack

Powershop Bulk Pack tile

Bulk Pack – our biggest powerpack available for purchase every 60 days, which covers approximately 3 months' worth of electricity

Powershop Specials tile

Specials – a couple of days' worth of power at a higher discount available at different times throughout the month; and

Powershop Future Pack tile

Future Pack – this powerpack allows you to purchase power in advance at a greater discount

If you are unable to pay the outstanding amount set out in your ‘Account Review coming’ email by the date stated you can still lock in the ‘Online Saver’ discount using the “buy now, and pay later” option. You can find more information on this here.

How can I reduce my energy usage?

The best way to lower your bills is to lower your energy consumption - the less energy you use the less you have to pay! We also understand that this is easier said than done and encourage you to reduce energy where you practically can.

The first step in reducing your bills is to understand the energy usage in your home. At Powershop we provide you with a range of usage tools in your online account and smartphone application.

Powershop smartphone app

Smartphone app

Daily usage - The blue bar graph shows your daily electricity usage, cost per day and kilowatt hours usage at the bottom of the screen.

The smaller pink bar graph below the blue bar graph shows you what time of the day you are using your electricity.

HINT: If you notice an unusually high spike in electricity usage at certain times, think of what appliances you might have turned on and how you might better use it.

HINT: If you notice an unusually high spike in electricity usage at certain times, think of what appliances you might have turned on and how you might better use it. Once you understand more about your energy usage using the above tools, you might be able to reduce your energy usage and more importantly reduce your bills!

For more information on understanding your smart meter data you can visit our blog.

If you do not have a smart meter and would like to have one installed please register your interest here.

You can also use our handy interactive house to better understand how much electricity certain appliances use.

The Victoria Energy Saver's website also has some simple tips on reducing consumption.

Receiving estimated bills?

We will always aim to use actual electricity meter data to bill you where available, but sometimes we cannot use actual meter data and we have to estimate your electricity usage. If you do not have a smart meter (many residents in NSW and QLD) your electricity meter is read every 3 months. As Powershop bills monthly you will receive two estimated bills before an actual bill.

If you think the estimated bill is not right, please let us know.

If you do not have a smart meter and you’re receiving bills based on estimated reads, we encourage you to enter your own meter reading into your Powershop account to ensure that your Account Review reflects what you have used throughout the month. For more information on entering your meter reading, please visit our blog.

Are my appliances working properly?

If after having a good look at your energy consumption you notice that something is not right, it could be due to an appliance not working as efficiently as it should. Older or faulty appliances often use more energy. Depending on where you live, there are different schemes in place to assist you in purchasing more energy efficient appliances at a lower cost.

Your Energy Savings website provides information on loan schemes customers can use to buy a new appliance. This is an Australia wide scheme.

  • Victorian Customers: The Victorian Energy Saver website provides information on appliance replacement programs.
  • NSW customers: The NSW government operates an appliance replacement program. To apply for or for more information please visit their website.
  • QLD customers: Queensland customers in the Energex distribution network can access financial incentives of up to $400 for purchasing and installing PeakSmart air conditioner/s or converting an existing air conditioner/s to PeakSmart. Please visit their website for more information.

Am I on the best energy tariff?

Selecting the right energy tariff for your usage patterns and lifestyle can assist you in reducing the amount of your bill. Time of Use tariffs provide you lower energy rates in the times of the day where there is less demand for energy. This means that you can run your energy intensive appliances like your dishwasher or washing machine overnight when it is cheaper. To discuss the right tariff for you, give us a call and we will do a calculation for you. Information on the different pricing structures and rates can be found on our website.

We understand that unexpected events in life, such as losing your job or the death of someone close to you can cause financial hardship for a potentially extended period. We are here to support you during these times and recommend Powershop’s Hardship Program ‘ON’ to assist you. The ON program is designed to give you as much help as possible, whether that is energy efficiency advice from one of our friendly staff or a referral to an external body such as a financial counsellor.

Please give us a call if you find yourself in this situation and need help. If you are not comfortable discussing your situation with us you are welcome to contact us and authorise someone to speak on your behalf, whether that be a financial counsellor or a friend of yours.

Where can I get help?

We can provide you with all of the energy efficiency advice and payment plans you need but there are those who are better at providing financial or family advice.

If you are facing financial difficulties and would like to speak with a financial councillor you can call the National Debt Help line on 1800 007 007 or you can find a Financial Counsellor near you. They can sit down with you and review your expenses in order to provide you with advice on how to best manage your income.

Good Shepherd Microfinance operates a no interest loan scheme that is available from over 150 community organisations at over 600 locations across Australia. Please visit their website for more information and to apply. Good Shepherd Microfinance can be contacted via phone on (03) 9495 9600, or email info@gsmicrofinance.org.au.

St Vincent de Paul Society provides a wide range of services to people in need – including family welfare assistance or financial assistance. Please visit their website for a full list of their National Programs and Services. St Vinnies can be reached on:

  • National: 1300 794 054 (Monday to Friday 9:00am to 1:00pm)
  • Victorian: 1800 305 330 (Monday to Friday 10:00am to 3:00pm)
  • New South Wales: (02) 9568 0262 (Monday to Friday 10:00am to 3:00pm)
  • Queensland: 1800 846 643

The Salvation Army also provides a wide range of both financial and non-financial assistance. For emergency financial relief you can call the Salvo's Emergency Relief Assessment team on 1300 371 288 (9am – 5pm Monday to Friday). Alternatively for information on no interest loans or financial counselling services, please visit their website.

Kildonan Uniting Care provides a wide range of financial support programs which can be found on their website, they can also provide a range of community assistance programs. You can reach Kildonan Uniting Care via phone on 1800 002 992 or email info@kildonan.org.au.

There is also a wide range of state based concession, rebate and grant programs available. You can find more information here.

Unfortunately there are instances where Powershop must take collection action to recover the costs of electricity in order to keep prices as low as possible for all customers. Powershop will only take this action following consistent failure by a customer to make payments towards amounts owed to Powershop.

Credit Check

Powershop may credit check customers. When assessing creditworthiness, Powershop rely on information from a number of sources which includes information disclosed to us by credit reporting bodies.

If you have any questions in relation to your credit report you can contact Dun & Bradstreet (Australia) Pty Ltd on the details below:

Disconnection for non-payment

If you have outstanding bills on your Powershop account we will try our best to contact you to provide you with advice on how to lower your bills and to provide assistance in making payments on your account. If we have not been able to contact you and you have not contacted us, your electricity may end up being disconnected. Disconnection is always a measure of last resort to stop the amounts owing on an account increasing. It is crucial that if we notify you regarding an overdue account, you contact Powershop immediately so we can assist you with your account.

To avoid disconnection, please talk to us so we can help you.

If you have been disconnected by Powershop, you will need to contact us in order to organise reconnection of your electricity. You may be required to pay additional fees in order to be reconnected.

Default Listing

If you have not paid your Powershop account, not responded to any of our attempts to contact you, and have left Powershop – we may default list you with a credit reporting body, in accordance with applicable laws. Having a default listing against your name is essentially a flag to other businesses that you have not settled a debt.

A default listing may impact your ability to obtain credit in the future.

Like disconnection, this is something we do not like doing.

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