Euroka Energy Financial Hardship Policy
We’re Here to Help
At Euroka Energy, we understand that life can sometimes take unexpected turns. Whether it’s due to job loss, illness, family crisis, or a natural disaster, financial stress can happen to anyone. If you’re struggling to pay your energy bills, we’re here to help you stay connected and get back on track.
Our Financial Hardship Policy outlines how we support residential customers who are experiencing genuine financial difficulty.
Who This Policy Supports
This policy is for residential customers who are:
- Having trouble paying their electricity bills on time
- Facing temporary or long-term financial hardship
- Willing to work with us to find a suitable solution
Whether you’re a current customer or considering switching to Euroka, you can speak with us confidentially about your situation.
How We Can Support You
We offer a range of practical support options tailored to your situation:
✅ Flexible Payment Plans
We’ll work with you to create a plan that spreads your payments over time, based on what you can afford.
✅ Payment Extensions
If you just need a bit more time, we can offer short-term relief with a payment extension.
✅ Bill Smoothing
Manage your budget with smaller, more predictable payments throughout the year.
✅ Debt Relief or Bill Waivers
In some cases, we may waive part of your debt or fees where appropriate.
✅ Energy Efficiency Advice
We can provide practical tips and tools to help you reduce energy usage and lower future bills.
What You Can Expect
When you contact us about hardship, you can expect:
- Compassionate, non-judgmental and confidential support
- Clear explanation of your options
- No disconnection while you are on an approved payment plan
- No additional late payment fees while under hardship support
- Respect of your privacy and circumstances
How to Apply
To access our hardship assistance:
📞 Call us: 1800 161 969 (Mon–Fri, 9am–5pm AEST)
✉️ Email us: hardship@eurokaenergy.com.au
Or speak to our customer care team and simply say you’re struggling to pay your bill—they’ll guide you through the next steps.
We may ask for basic information to better understand your circumstances, but we aim to keep the process simple and respectful.
Download Our Full Policy