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Hardship

Hardship Policy

At Blue NRG, we sell energy primarily to business customers, yet also recognise the small number of existing residential customers we have. We are committed to helping any of our customers who may not be able to manage their energy costs or who are experiencing financial distress.

Our hardship policy is primarily focused on assisting residential customers, although the principles outlined in the hardship policy may be considered to assist our business customers who are facing financial difficulty.

What is financial hardship?

Financial hardship may occur when a customer (either a person or a business) would like to pay their electricity bills, yet may not be able to do so. There can be a few factors that can contribute to this, which could be things like a large number of bills arriving at the same time, an unexpected one-off expense, a sudden reduction in income, a serious illness or death in the family, disability, separation or family concerns.

Blue NRG is committed to early identification of customers who may be experiencing financial difficulty. We will work with customers to work out flexible payment plans which are realistic and affordable, based on their individual financial situation; and our customers can always expect to be treated with respect.

Our hardship policy is based on a shared responsibility model, and we are guided by principles of fairness, understanding, compassion, dignity and privacy in dealing with all of our customers.

Support Options

Blue NRG is dedicated to helping its customers. Whilst you’re experiencing financial difficulty, we can help you with the following:

  • A payment extension
  • For residential customers, standard assistance or tailored assistance depending on your situation
    • With standard assistance, we offer our customers the opportunity to pay the account balance in equal instalments over an agreed period
    • With tailored assistance, we’ll work with you to set up a personalised payment plan to help you manage your debt and clear your arrears in accordance with your financial circumstances
  • Peace of mind with continued energy supply and no debt collection action whilst you’re on a payment plan or hardship program
  • Energy insights including energy saving tips to help reduce your energy usage
  • Available government assistance can be found by visiting the following resources:
    • Utility Relief Grant Scheme https://services.dhhs.vic.gov.au/utility-relief-grant-scheme
    • Energy Concessions https://services.dhhs.vic.gov.au/energy

Need assistance?

If you believe you are facing financial hardship, please call us on 1300 599 888 between 9am – 5pm (AEST/AEDT), Monday to Friday. Our friendly customer service team will listen to you, assess your situation and determine if you qualify for any of our hardship assistance programs.

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Small Business

The following table sets out per annum consumption thresholds that apply to an individual supply address of a small business customer.

If your business uses less than or equal to (≤) the amount of electricity (per annum) listed in the table below, it’s likely that you are operating a small business.

State Electricity consumption in
megawatt hours (MWh) per annum
Victoria ≤ 40 MWh
New South Wales ≤ 100 MWh
Queensland ≤ 100 MWh
South Australia ≤ 160 MWh

These are our terms of using the Blue NRG bill comparison tool

  1. This bill comparison service is only available to business customers.
  2.  This bill comparison only considers the rates, discounts and usage in the bill you upload.
  3. It assumes that the usage in the uploaded bill is representative of your average usage, and applies that usage to a 12 month period.
  4. It assumes that your current provider’s rate and Blue NRG’s rates do not change.
  5. Your future bills and potential savings will depend on how much you actually use and the rate that applies.

Please contact Blue NRG if you would like a more accurate quote. Blue NRG’s rates are subject to change. Blue NRG’s best generally available offer will be confirmed with you at the time you sign up.

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BLUE NRG
  • Energy Plans
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    • Multi-site businesses
    • Buying groups
    • Rates & Pricing
    • Fees and charges
  • Energy Solutions
    • Energy Solutions
    • Energy Efficiency Assessments
    • EV charging
  • Help & Support
    • Family Violence
    • Faults & Power Outages
    • Payment Difficulty
    • Making a Complaint
    • Help Centre
    • FAQ’s
  • Company
    • Who is Blue NRG
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    • Customer Reviews
    • Contact Us

We acknowledge the Traditional Owners of the land throughout Australia and recognise their continuing connection to land, waters, and culture. We pay our respects to their Elders past, present, and emerging.

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