Customers Needing Assistance

Hardship Policy

We understand that sometimes life doesn’t go according to plan and during this time, you may need assistance to keep up with your energy payments. In our Hardship Policy, we explain what help is available to you as a Nectr customer and how you can access it should you experience financial difficulties.

If you find you are struggling to meet your energy payment obligations or wish to discuss the forms of assistance that may be available to you, please contact us as soon as possible by:

If you need an interpreter, please call the Translating and Interpreting Service (TIS National) on 131 450.

If you are deaf or have a hearing or speech impairment, please call the National Relay Service on 133 677.

Life support

If you or a person at your premises requires life support it is very important that you let us know. Please contact us using the details below. We will then send you information and a medical confirmation form.

A medical confirmation form is a form that is used to confirm information we require to register a premise as needing life support equipment. By completing this form and sending it back to us, we will have the information we require. If you fail to respond to this request, we may deregister the premises and the additional protections against disconnection will cease to apply. You have no less than 51 business days to reply to our request for a medical confirmation form. You are entitled to additional time and if you require addition time to respond, please contact us.

Yes, however where the disconnection is planned, we or your distributor will give you notice in accordance with the rules.
Your electricity supply may also be disconnected in an emergency or where there is a fault in the electricity network. You will not have any prior notice of such disconnections.

If you would like further assistance in planning for electricity supply interruptions please contact us.

Firstly, if there is a risk of injury or death you should call 000. If your electricity is disconnected without notice you can also contact your distributor- their contact details will be provided by us.

You should ensure that we are kept up to date on the need for life support at your premises. You should contact us if there is no longer a need for life support at the premises or if you are planning to move.

Life support equipment means the following:

  • an oxygen concentrator;
  • an intermittent peritoneal dialysis machine;
  • a kidney dialysis machine;
  • a chronic positive airways pressure respirator;
  • crigler najjar syndrome phototherapy equipment;
  • a ventilator for life support; and
  • in relation to a particular customer—any other equipment that a registered medical practitioner certifies is required for a person residing at the customer’s premises for life support.

Phone: 1300 111 211


In person: Nectr, Level 25, NorthPoint Tower, 100 Miller Street North Sydney NSW 2060