News Archive

Supporting our people and our customers during the COVID-19 crisis

Apr 17, 2020

The COVID-19 pandemic is having a significant impact on the Australian community. As many people are, or will be, affected by dramatic changes to their lives, business, income and working arrangements, Energy use and the ability to pay bills may in turn be affected.

During the evolving COVID-19 pandemic, we want to reassure you that we are committed to supporting our people, customers and the community.

Our promise to our customers

At Energy Intelligence, our approach to COVID-19 is to support our customers and keep the lights on. We take our responsibilities and hardship principles seriously –FLEXIBILITY, CONSISTENCY, EMPATHY AND RESPECT.

  • We offer any customers under financial stress access to our hardship arrangement options.
  • We will not charge any fees such as disconnection fee and account establishment free.
  • We will not disconnect any customers for not paying their bill.
  • We are deferring referral of any customer to a debt collection agency for recover actions, or credit default listing.

All of these measures are in place until at least 31 July 2020, and potentially beyond.

Billing and payment help

If you are having difficulties paying your energy bill on time, email or call us early to discuss options on how we can help. We are offering any residential and small business customers who indicate they may be in financial stress, a hardship arrangement tailored to their needs including:

  • heightened flexible payment plans
  • freeze on debt
  • pay smoothing
  • payment extension

For customers that have access our Financial Hardship program, we will continue to issue bills monthly so you can monitor your consumption and energy spend. Some of our reminder notices are automated, however please be assured that we have taken steps to ensure you will not be disconnected.

Business going into hibernation

To minimize your consumption during these times,

  • switch off power at the powerpoint for equipment that you do not need such as printers, computers, hot water system, eftpos machines, coffee machines, heating and cooling.
  • If possible, switch off the power at the Distribution board within your tenancy.

Keep in mind, you may need to leave power on for your server, fridges or security system.

Our People

Like many businesses, we have transitioned our operations remotely, restricting travels, on-site meetings and visits. These measures have been introduced to reduce the risk to our staff and clients and to help limit the spread of COVID-19 in our community. These changes will not impact our services to you, however you may experience longer wait times when you contact us. We apologise in advance for this and encourage you to contact us via email with any questions or concerns. We have also extended our call centre hours to 8:30 am to 5:30 pm.

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