A NSW Government website

Energy Accounts Payment Assistance (EAPA)

Help paying your electricity and gas bill during financial hardship

Help paying your electricity and gas bill during financial hardship

Are you having difficulty paying your household electricity or natural gas bills because of a short-term financial hardship, crisis or emergency?

If you are facing:

  • loss of income
  • unexpected medical costs
  • natural disaster (bushfire, drought or flood)
  • disconnection from your energy supplier

you could be eligible for a one-off payment to help pay your electricity or natural gas bill.

Check if you are eligible for any other energy rebates.

Contact your energy provider as soon as you think you might have trouble paying an energy bill to keep your electricity and natural gas connected. All energy providers in NSW have programs to help customers facing financial hardship, like payment extensions or payment plans.

If you can't work it out with your energy provider, make an appointment for an EAPA assessment and let your energy provider know.

By law, your energy provider is not allowed to disconnect you if they know you have an appointment booked for an EAPA assessment.

Eligibility

To be eligible for EAPA you must:

  • live in NSW
  • have an electricity or natural gas account for your home in NSW
  • be the account holder (the account and bill must be in your name)
  • not have paid your most recent bill and the account is still open
  • be experiencing a short-term financial hardship, crisis or emergency and unable to pay your most recent energy bill.

Some households in embedded networks (on-supply), such as apartment buildings, residential parks and retirement villages, are eligible for EAPA.

Embedded network providers are required to opt-in to deliver EAPA to their customers. The below embedded network providers are currently approved to deliver EAPA: 

  • Origin Energy 
  • Arc Energy Group 

If you receive your bill from one of the energy providers above, you can apply for EAPA. If you are assessed as eligible, your energy provider will apply EAPA directly to your energy account. 

You are not eligible for EAPA if:

  • you live in an embedded network with an energy provider not listed above (use the Savings Finder to find other savings you could be eligible for)
  • you receive your gas supply through liquefied petroleum gas (LPG) bottles (you may be eligible for the Gas Rebate instead)
  • the bill you need help for:
    • has already been paid in full, or less than $50 is owing on the bill
    • is for a business account or non-residential account
    • is for a previous home or a different energy retailer to the one you are with now
    • is from an energy retailer that is not registered for EAPA.
  • you are not the account holder or you do not have authority to act on someone else's behalf.

How to apply

You can apply online at Service NSW or in person or over the phone with an approved non-government EAPA provider.

Apply online

You can apply online on the Service NSW website. 

After you receive a confirmation email, let your energy provider know. Your provider is not allowed to disconnect you if they know you have an appointment booked for an EAPA assessment.

Apply online at Service NSW

Apply in person or over the phone

You can apply in person or over the phone to be assessed by an approved non-government EAPA provider.

Contacting a non-government EAPA provider may be more suitable if you:

  • prefer an in-person assessment (offered by some providers)
  • do not have an email address
  • need other support, such as no-interest loans, financial counselling, and clothing or food assistance.

After you have booked an assessment, let your energy provider know. By law, your provider is not allowed to disconnect you if they know you have an appointment booked for an EAPA assessment.

Find an EAPA provider


Find your closest provider on the map or download the list of EAPA providers (PDF, 277KB).
 


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Key:In personTelephone and In personTelephone
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5-6 Oak Street, Evans Head Ph 02 6682 4334
96 Cameron Street, Wauchope Ph 02 6586 4055
97 Meehan Street, Yass Ph 02 6234 7450
2-4 Holden Street, Ashfield Ph 1800 272 877
16 Shortland Street, Telopea Ph 02 9638 7955
126 Avoca Road, Wakeley Ph 02 8798 2853
15 Edwards Street, Camden Ph 02 4655 1567
Level 1, 426 Church Street, North Parramatta Ph 02 9635 6870
32-40 Lake Avenue, Cringila Ph 02 4221 7744
Unit 2 & 4, Victoria Avenue, Toukley Ph 02 4396 1555

Become an EAPA provider

If your organisation would like to become an EAPA provider, please complete the form below. 

Apply online