Help and Support for Residential Customers

We understand that during these unprecedented times, some of our customers may find themselves experiencing difficult times and may need assistance to help pay their bills.

There are many ways we can help, including providing all our residential customers access to hardship policies, extensions on your bills, payment plans and access to concession and government subsidies you may be eligible for.

We have also put together a helpful guide on how to save money on your energy costs while working or spending more time at home.

Victorian Residential COVID-19 Support Package

Our WINassist Program

Our WINassist program provides personalised assistance and support to our WINconnect residential customers who are experiencing short or long-term financial hardship.  We understand that you might fall into hardship for different reasons and under different circumstances.  This means your needs, and the way we can support you, will be taken into consideration when discussing your different options. Under the WINassist program we will:

  • Protect your privacy in accordance with our privacy policy;
  • Remove your account from our standard collection cycle;
  • Provide you with information about energy concessions and grants;
  • Discuss potential ways to reduce your usage and save on future bills;
  • Work out a payment arrangement and options to help get you back on track;

For full details about the WINassist program see the Hardship policy here

 

Payment Difficulty Framework – Victorian Customers

Under the Payment Difficulty Framework, residential customers in Victoria have access to additional measures called tailored assistance.  If you are unable to meet the ongoing cost of your bills, we can place your arrears on hold while you make regular, affordable payments under the WINassist program and work with us to lower your energy costs by:

  • Reviewing your tariff and rates;
  • Participating in an energy audit;
  • Discussing and apply strategies to reduce your usage.

 

Victorian Concessions and Rebates:

Non-Mains Energy Concession:

The grant provides help to pay a non-mains energy or water bill that is overdue due to a temporary financial crisis. For further information about this concession please click here

Application: Click here for the online application or please contact the Victorian Concession Information Line 1800 658 521

Other Concessions and Rebates:

The Department of Health and Human Services have a number of utility concession programs which you may be eligible for. For details of the programs available and eligibility criteria please visit the website.

New South Wales Residential COVID-19 Support Package

Our WINassist Program

Our WINassist program provides personalised assistance and support to our WINconnect residential customers who are experiencing short or long-term financial hardship.  We understand that you might fall into hardship for different reasons and under different circumstances.  This means your needs, and the way we can support you, will be taken into consideration when discussing your different options. Under the WINassist program we will:

  • Protect your privacy in accordance with our privacy policy;
  • Remove your account from our standard collection cycle;
  • Provide you with information about energy concessions and grants;
  • Discuss potential ways to reduce your usage and save on future bills;
  • Work out a payment arrangement and options to help get you back on track;

For full details about the WINassist program see the Hardship policy here.

 

New South Wales Concessions and Rebates:

Low income Household Rebate (on supply customers):

The Low Income Household Rebate helps eligible low income NSW households cover the costs of their energy bills. It is paid once each financial year.

For more information please click here for the Service NSW website.

Family Energy Rebate (on supply customers):

The Family Energy Rebate helps NSW family households with dependent children cover the costs of their energy bills.

For more information please click here for the Service NSW website.

Seniors Energy Rebate:

The Seniors Energy Rebate is available for eligible independent retirees to help cover the cost of their electricity.

When filling out the application, enter the bill issuer (i.e. WINenergy/WINconnect) in the section of “Other”.

For more information please click here for the Service NSW website.

Queensland Residential COVID-19 Support Package

Our WINassist Program

Our WINassist program provides personalised assistance and support to our WINconnect residential customers who are experiencing short or long-term financial hardship.  We understand that you might fall into hardship for different reasons and under different circumstances.  This means your needs, and the way we can support you, will be taken into consideration when discussing your different options. Under the WINassist program we will:

  • Protect your privacy in accordance with our privacy policy;
  • Remove your account from our standard collection cycle;
  • Provide you with information about energy concessions and grants;
  • Discuss potential ways to reduce your usage and save on future bills;
  • Work out a payment arrangement and options to help get you back on track;

For full details about the WINassist program see the Hardship policy here.

 

Queensland Concessions and Rebates

Home Energy Emergency Assistance Scheme:

The Home Energy Emergency Assistance Scheme is for Queensland households experiencing problems paying their electricity or reticulated natural gas bills as a result of an unforeseen emergency or a short-term financial crisis.

For more information please click here for the Queensland Government website.

Other Concessions and Rebates:

For more information on how WINconnect can assist you with concession information please click here or contact out customer service team on 1300 791 970.

South Australia Residential COVID-19 Support Package

Our WINassist Program

Our WINassist program provides personalised assistance and support to our WINconnect residential customers who are experiencing short or long-term financial hardship.  We understand that you might fall into hardship for different reasons and under different circumstances.  This means your needs, and the way we can support you, will be taken into consideration when discussing your different options. Under the WINassist program we will:

  • Protect your privacy in accordance with our privacy policy;
  • Remove your account from our standard collection cycle;
  • Provide you with information about energy concessions and grants;
  • Discuss potential ways to reduce your usage and save on future bills;
  • Work out a payment arrangement and options to help get you back on track;

For full details about the WINassist program see the Hardship policy here.

 

South Australia Concessions or Rebates:

The Department of Human Services have a number of utility concession programs which you may be eligible for. For details of the programs available and eligibility criteria please visit the website or contact the Concession Hotline on 1800 307 758.

Western Australia Residential COVID-19 Support Package

Our WINassist Program

Our WINassist program provides personalised assistance and support to our WINconnect residential customers who are experiencing short or long-term financial hardship.  We understand that you might fall into hardship for different reasons and under different circumstances.  This means your needs, and the way we can support you, will be taken into consideration when discussing your different options. Under the WINassist program we will:

  • Protect your privacy in accordance with our privacy policy;
  • Remove your account from our standard collection cycle;
  • Provide you with information about energy concessions and grants;
  • Discuss potential ways to reduce your usage and save on future bills;
  • Work out a payment arrangement and options to help get you back on track;

For full details about the WINassist program see the Hardship policy here.

 

Western Australia Concessions and Rebates

A person who holds an appropriate concession card may be eligible for an energy assistance payment as a subsidy or rebate to assist with various costs. Please head to the Western Australian government website for more information on the energy concession and COVID-19 information.

If you qualify for the Energy Assistance Payment, you may also qualify for the Dependent Child Rebate and the Air Conditioning Rebate; the electronic application covers all three concession types, please click here for more information.

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