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Financial Hardship Policies

Gas retailers who supply gas to residential customers must have a financial hardship policy to assist their customers in meeting their financial obligations and responsibilities to the retailer.

The ERA is not required to approve financial hardship policies but the retailer must carry out a review of their policy if requested by the ERA and submit a copy of the results of their review, along with a copy of their policy, to the ERA.

The ERA has published Financial Hardship Policy Guidelines which provide guidance to retailers regarding the content of and good practice in the development and implementation of financial hardship policies.

Financial hardship policies can be accessed from the table below.

Date Documents
File type

IPower Pty Ltd and IPower 2 Pty Ltd (trading as Simply Energy) Financial Hardship Policy

Adobe PDF 1.2 MB

AGL Sales Pty Ltd Financial Hardship Policy

Adobe PDF  287 kB

Origin Energy Retail Ltd Financial Hardship Policy

Adobe PDF  335 kB

Esperance Gas Distribution Company's Financial Hardship Policy

Adobe PDF  135 kB

Alinta Energy Financial Hardship Policy

Adobe PDF 1.8 MB

Wesfarmers Kleenheat Gas Financial Hardship Policy

Adobe PDF 837 kB