WINconnect’s response to COVID-19 –
At WINconnect, the health and safety of our people and our communities are our number one priority during this unprecedented time.
To assist you in accessing the help and support necessary during a time when many are facing hardship, we have put together our COVID-19 Community Support Package.
To find out the help and support available to you, please select the type of WINconnect customer you are:
Updates on COVID-19 and WINconnects Services
We continue to operate in line with Australian Government recommendations while safeguarding the operation of our business to ensure we are providing our communities with their utility services.
Our Customer Service Teams:
The changing situation with COVID-19 has resulted in longer than usual wait times for those contacting our call centre, as our teams have been reduced in line with workplace recommendations.
Our customer service team will continue to operate from Monday – Friday 8am – 6pm and can be contacted via phone on 1300 791 970 or email at firstname.lastname@example.org
For customers where English isn’t their first language, we provide access to an interpreter service to assist with enquiries on 13 14 50.
We will continue to offer 24/7 support to our customers with our after-hours faults line.
Our online services are available:
Moving In: For any customer moving in, our Get Connected form can be accessed here.
Moving Out: For any customer moving out, our Move Out form can be accessed here.
Help and Support:We offer payment assistance to customers in many forms to meet different needs, including our WINassist hardship program that provides personalised assistance and support to customers experiencing short- or long-term hardship. Click here for more information.
You can pay your bill using the BPAY facility provided by your bank or financial institution. Payment can be made from cheque, savings, debit or transaction accounts. Further information is available at www.bpay.com.au.
Pay Online via the Post Billpay website:
You can pay your bill online using your credit card through the POST Billpay website. The POST Billpay biller code and reference number details can be found on the back of your bill under payment options.
Pay by Phone:
You can pay your bill via phone by calling 1300 791 970 (select option 2, followed by option 1). Payment can be made using either Visa or Mastercard credit cards.
Please ensure you have your account reference number handy before proceeding. These are the same details as specified under the POST Billpay payment option.
For more payment options please head to https://www.winconnect.com.au/pay-a-bill/
Our staff and contractors:
As a company, we are promoting social distancing, with many of our staff working remotely, and meetings taking place via phone or video conferencing.
Staff or contractors that are working on-site are being provided with up to date information on best practice health and safety advice as it becomes available from the Australian Federal Government Department of Health and has been provided with hygiene products such as hand sanitiser.
Monitoring and updates:
We are continuing to keep our staff and communities up to date with new information regarding COVID-19 as it becomes available. For general update, please visit the Australian Government Department of Health COVID-19 health alert.
We will also be providing continuous updates to our staff, customers and clients during this process.
This is an unprecedented event we are facing; we want to assure you we are taking measures to ensure the continuous supply of utility services to our communities while safeguarding the health and safety of our teams.
At WINconnect, our strength comes from our ability to adapt, and we will continue to do so as the situation changes
Thank you for your patience and understanding during this time.
The WINconnect Team.