Customer assistance

Reliable and affordable energy is a top priority for NSW.

On 3 September 2017, the Premier announced an energy affordability package to help households and small businesses save energy and money. The package includes rebates, upgrades to appliances and equipment, and the removal of exit fees when changing energy retailers, so you’re free to choose the best deal.

Click here to access the NSW Government’s Energy Saver website provides access to energy affordability information and programs for households and small businesses and is available in multiple community languages.

Customers can now access more than 40 NSW Government rebates and savings in one place. Customers can book a free one-hour appointment at selected Service Centers. The service is available on their website.

Financial counselling is a free community service provided by financial counsellors working in non-profit organisations that assist consumers who are experiencing financial problems. A financial counsellor can provide a full assessment of customers’ financial situation, including regular income and expenditure, assets and liabilities. Information as to entitlements to government forms of assistance.

Telephone No: 1300 914 408

Website: FCAN - Financial Counsellors’ Association of NSW Inc (FCAN)

The Energy Accounts Payment Assistance (EAPA) Scheme helps financially disadvantaged people experiencing difficulty paying their electricity or gas bill because of a crisis or emergency situation. The scheme helps people stay connected to essential energy services during a financial crisis. This scheme is not available on an ongoing basis. EAPA is only one type of assistance available and should not be considered as the only option for those unable to pay their electricity or gas bill. The EAPA Scheme operates through a voucher system.

Information is available on the government website in community languages - Find out more

For information on EAPA Provider Contact List for Teleconference Assessment click here.

Low Income Household Rebate: Energy Information Line 13 77 88.

The Low Income Household Rebate helps eligible NSW households to pay their energy bills. Recipients of the Energy Rebate are electricity account holders who hold either an eligible concession card issued by the Federal Department of Human Services or the Department of Veteran Affairs - Find out more

Information is available on the government website in community languages.

If you require certain medical equipment in your home that is necessary to sustain your life, such as a kidney dialysis machine or respirator/ventilator, you may be entitled to a rebate on your electricity bill. You will need to apply for the rebate from your electricity retailer and provide a certificate from your doctor confirming that you require the equipment. The Life Support Rebate is additional to any other energy rebate to which you may be entitled. 

Life Support Rebates

You can obtain a copy of the Life Support Rebate application form by contacting Smart Energy directly.

Information is available on the government website in community languages.

Energy Information Line on 13 77 88

The Rebate is for eligible customers who have a medically diagnosed inability to self-regulate body temperature when exposed to extremes (hot or cold) of environmental temperatures. It may be associated with certain medical conditions such as Parkinson’s disease and multiple sclerosis. To apply for the Rebate, eligible customers should submit an application form to Smart Energy. You can obtain a copy of the application form by clicking here or contact Smart Energy directly.

Call Energy Information Line:

13 77 88

Website: Medical Energy Rebate

The NSW Government’s Family Energy Rebate is one of a number of measures designed to assist families manage their energy costs. You may be eligible for the Family Energy Rebate if you have received and been assessed as eligible for the Commonwealth Government’s Family Tax Benefit A or B. You can obtain a copy of the application by visiting 

Website: Family Energy Rebate

Information is available on the government website in community languages.

Information Line 13 77 88

The NSW Government has launched a new energy saver website to make it easier for households and businesses to access information and get the help they need. This new website helps households find ways to save on energy bills by providing information to help consumers understand energy use, make improvements in the home to reduce usage and understand solar and battery power.

There is also information on accessing and applying for rebates and discounts consumers may be eligible for. The website offers small businesses and households information on how to access discounts and incentives to save energy, including discounted energy efficient lighting and appliance and equipment upgrades. Visit the website to find out more.

The Seniors Energy Rebate helps independent retirees who hold a Commonwealth Seniors Health Card cover the cost of their electricity bills. The $200 rebate is paid once each financial year to eligible households. More information can be found on the website.

Pensioners and veterans can apply for the Low Income Household Rebate.