Introduction
Energy Accounts Payment Assistance (EAPA) helps people experiencing difficulty paying their energy bill because of a short-term financial hardship, crisis or emergency.
An eligible hardship, crisis or emergency may include:
- loss of income
- unexpected medical costs
- natural disaster (flood, bushfire, or drought)
- receiving a disconnection letter.
Eligibility
You may be eligible if you live in NSW and all of the following apply:
- you have an electricity or natural gas account for your home in NSW
- you're the account holder (the account and bill must be in your name)
- you have not paid your most recent bill
- the bill you need help with is for an account that is still open
- you're having a short-term financial crisis or emergency and finding it hard to pay your recent energy bill.
You're not eligible if:
- you're billed as an embedded network customer (this includes some strata plans, retirement villages and residential parks)
- you receive your gas supply through LPG bottles (you may be eligible for a gas rebate instead)
- the bill you need help for:
- has already been paid in full, or less than $50 is owing on the bill
- is for a business account or non-residential account
- is for a previous home or a different retailer to the one you are with now
- is from a retailer that is not registered for EAPA.
- you're not the account holder or you do not have authority to act on someone else's behalf.
Talk to your energy retailer first
Contact your energy retailer to let them know you're applying for EAPA. Your retailer cannot disconnect you while you're waiting to be assessed for EAPA.
What you need
- 2 proof of identity documents
- a copy of your current electricity and/or natural gas bill
- a MyServiceNSW Account (if you are applying online).
How to apply
Apply online
- Check the eligibility requirements.
- Select the 'Apply online' button.
- Log in or create your MyServiceNSW Account.
- Follow the prompts to submit your application for assessment.
After you have applied online
You will receive an email confirmation with your application number.
A NSW Government representative will call you within 2 to 6 weeks to assess your eligibility. The assessment will involve asking you for details about your crisis and a call with your energy retailer to discuss what support they can offer you.
Apply in person or over the phone
You can apply in person or over the phone to be assessed by an approved Non-Government EAPA provider.
Contacting a Non-Government EAPA provider may be more suitable if you:
- prefer an in-person assessment (offered by some providers)
- do not have an email address
- need other support, such as no-interest loans, financial counselling, and clothing or food assistance.
More information
- For ongoing support, use our Savings Finder to find energy rebates and other savings.
- If you need help to apply online, call Service NSW on 13 77 88.
- You can appoint an authorised person to apply on your behalf if you're not able to do so yourself. The person helping you will need to complete an Authority to Act form.