Financial Support and Hardship

We understand that some customers may find themselves experiencing payment difficulties and may need assistance to help pay their bills.  There are many ways we can help:

  • Monthly billing (if not already);
  • Extend the due date on your bill;
  • Set up a payment plan in weekly or fortnightly instalments; and
  • Accept payments as you go, reducing the total amount to pay when the bill becomes due.

Contact our customer service team on 1300 791 970 to find the option that suits you best.

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;

Please call our customer service team on 1300 791 970 as early as possible for us to assist you further.

For full details about the WINassist program see the Hardship policy for your state:

Family Violence

Victorian WINconnect 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.

To access the WINassist program call our customer service team on 1300 791 970.

Energy Saving Tips

Reducing your energy usage can help to lower your bills.  Here are some simple ways you can be energy efficient and save money.

Home Cooling

The ideal thermostat setting is between 25 to 27 degrees.  For every degree below that, you increase your energy use by 5-10%.  Try to use fans instead of air conditioning where possible.  Shut doors to areas that you’re not using so you’re only cooling the rooms you spend time in.  Keep your curtains closed during the day to prevent your home from warming up.

Home Heating

In cooler months, set your thermostat between 18 to 20 degrees.  Every 1°C increase to heating and 1°C decrease to cooling can increase energy usage between 5% and 10%.

Shut doors to areas that you’re not using so you’re only heating the rooms you spend time in.


Remember to turn your lights off when you leave a room.  Replace globes with energy-efficient LED globes.

Standby Power

Appliances on standby mode can account for 3% of household energy use.  If you’re not using it, turn it off at the power point.

Fridge and Freezer

Make sure your kitchen appliances are in good working order.  Door seals on your fridge and freezer should keep the door firmly closed and have no cracks or gaps.  The optimal temperature for fridges is 4-5 degrees Celsius and for freezers, minus 15 to minus 18 degrees.

Washing and Drying Clothes

Waiting until you have a full load before using the washing machine will save both energy and water.  Instead of using a dryer, use a clothes airer or indoor rack.