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Relief packages are available for Victorians affected by bushfires. Assistance from energy and water providers may include the following details, however, consumers should contact their relative energy or water provider for further assistance according to their circumstances.
Powercor Australia Ltd
- Electricity distributor Powercor have resolved to waive the Network Consumption and Service to Property Charges to the Retailer for customers who have lost their homes or commercial premises that contain Powercor metering equipment for the billing period that includes February 7th 2009. Powercor do not propose to extend this offer to customers who have lost outbuildings or sheds alone.
- Powercor will also waive all Excluded Services Charges relevant to those customers until February 6th 2010 or until permanent reconnection occurs, whichever is the earlier. Such charges include abolishment charges, builder’s temporary supply and standard reconnection fees.
Call 1300 301 101 for assistance
Retailers are also offering a range of assistance and support to customers affected by the bushfires. A selection of initiatives is below:
AGL
Contact 1300 659 925 for assistance
Australian Power & Gas
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Hardship teams will prioritise customers directed by community groups working with fire victims
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Will work with distributors to ensure a waiver of any fees associated with meter abolishment or disconnection requests for fire affected regions
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Will prioritise any meter abolishment and disconnection requests for affected regions
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Will retire any outstanding debt owed by customers whose properties have been destroyed in the fires.
Contact 1800 834 274 for assistance
Country Energy
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Have made special arrangement to delete existing balances for those who have suffered the loss of their homes or businesses
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Will escalate any calls from Victorian customers to team leaders
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Will offer assistance with plant, equipment and resources to repair network infrastructure if required
Contact 13 23 56 for assistance
Neighbourhood Energy
Contact 1300 764 860 for assistance
Origin Energy
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Has established a special team within their National Contact Centre which has been briefed to give priority to affected customers
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Will reverse direct debits for impacted customers
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Has waived debts associated with houses which were destroyed in the bushfires
Contact 13 24 61 for assistance
Red Energy
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All customers impacted by the bushfires will be referred immediately to the hardship team for assistance
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Customers who have lost their homes will have their debt reviewed on a case by case basis
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Priority will be given to the immediate needs of customers arranging alternative accommodation and requiring reconnection assistance
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All temporary accommodation re-energisation requests are being prioritised
Contact 9425 0435 or 9425 0503 for personal assistance
Simply Energy
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Giving priority to customers directed to us by community groups who are working with fire victims
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Working with community groups assisting victims of the fires through our specialist Bill Assist hardship teams
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Giving top priority to any meter abolishment and disconnection requests for affected regions
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Waiving any fees associated with meter abolishment or disconnection requests for fire affected customers and any fees associated with re-establishing the meter on premises affected by the bushfires
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Retiring outstanding debt owed by customers whose homes have been destroyed in the fires.
Contact 13 88 08 for assistance
TRUenergy
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Will retire final bill debt on any destroyed properties
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Will waive any fees associated with meter abolishment and disconnection requests for affected regions
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Hardship teams will prioritise assistance for customers making contact from affected regions
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Will prioritise any meter abolishment and disconnection requests for new connections in affected regions
Contact 1300 369 682 for assistance
Supagas
- Supagas will suspend any debt collection phone calls to postcodes / suburbs where the bush fires occurred.
- Outstanding debts will be written off for customers who incurred significant loss due to the bush fires. This will include the writing off of damaged cylinders.
- Supagas will suspend (put on hold) any account that is drawn to their attention or as they become aware of and follow up verification/confirmation of loss at a later more suitable date.
Contact 9706 6262 for assistance
Yarra Valley Water
- Have stopped all billing activity for the affected areas (this includes meter reading, bill delivery, debt follow up) and will waive the whole summer quarter account for all properties affected.
- There are a number of other properties for which they bill drainage only and Melbourne Water has confirmed it will waive the January quarter accounts also for these properties.
- For properties in other areas (e.g. Whittlesea) where people have used water as a precaution for fire protection, etc., Yarra Valley Water will rebate water used in fire protection/fighting.
Call 1800 622 935 for assistance
South East Water
- Total destruction of houses – 12 months withdrawal of all charges.
- Partial destruction of houses – 1 quarter of all charges withdrawn.
- Water used to protect houses & properties - $50 credit on the account.
- Non residential customers – to be dealt with individually.
- An offer of 20,000 litres of water to replenish tanks in the affected areas free of charge (other than cartage costs).
Call 131 851 for assistance
East Gippsland Water
East Gippsland Water will suspend any debt collection action and extend the period for payment due for any fire affected customers that may have property in the East Gippsland Water Region.
The suspension will be for the period up to each customer's next water/wastewater bill due in April/May 2009.
For these conditions to take effect, customers will need to notify East Gippsland Water of their circumstances as soon as possible or in the event of receiving notification for any payment reminder or debt collection action.
Call 1300 720 700 for assistance
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