If you need more time to pay your Kleenheat bill, complete the form on this page to contact our Hardship Support Team directly or call our local Customer Service Team on 13 21 80.

We’ll review and understand your personal circumstances and may be able to revise the due date of your bill to ease any financial pressures.

If you’re having trouble managing your Kleenheat bills, our team will work with you to assess options for alternative payment arrangements.

This usually involves us working together to agree on smaller, more manageable amounts to be paid over an extended period.

The following people may also be able to negotiate alternative payment arrangements for your account:

• A secondary contact person listed on your account
• A financial counsellor or representative from a relevant consumer organisation

You’ll need to keep us updated about any changes in your situation and contact details, and reach out to us as early as possible if you’re having trouble maintaining your agreed payment arrangement.

Contact our Hardship Support Team on 1300 790 693 between 8am and 5pm Monday to Friday. Alternatively, you can contact us using the form on this page.

The WA Government’s Hardship Utility Grant Scheme (HUGS) provides financial assistance to Western Australians who are struggling through financial hardship and are unable to pay their utility bills.

The purpose of HUGS is to assist customers in financial hardship to maintain their connection to essential services.

You may be eligible for a HUGS grant if you are:

• a residential customer,
• assessed as in financial hardship in line with our Financial Hardship Policy, and
• unable to pay your current bill or have already had your service disconnected.

There are additional eligibility criteria which may mean you’re not able to apply for HUGS immediately. Our Hardship Support Team can provide further information and guidance on this.

Contact our dedicated Hardship Support Team on 1300 790 693 between 8am and 5pm Monday to Friday. Alternatively, you can contact us using the form on this page.

We know it can be difficult to ask for assistance when faced with financial hardship.

If you’re having trouble paying your energy bill on time, we encourage you to reach out to us as soon as possible. We’re here to help and support you and will always treat you with respect and sensitivity.

Please phone 1300 790 693 between 8am and 5pm Monday to Friday to speak with a member of our team about your individual circumstances and how we can best support you.

If you would prefer to ask for assistance online, complete the form on this page so a member of our Hardship Support Team can review your details and reach out to you as a priority.

We offer a range of options and will work with you to find a payment solution that fits your needs.

Free, independent and confidential financial counselling is available by calling the National Debt Helpline on 1800 007 007 between 9:30am and 4:30pm weekdays or by visiting ndh.org.au.

Additional household support can be accessed through the Emergency Relief and Food Access Service (ERFAS).  Call 1800 979 777 between 9.30am – 5.00pm weekdays.

While there are currently no additional WA Government concessions or rebates available specifically for natural gas customers, eligible WA households can take advantage of electricity rebates or concessions on water usage – all designed to help keep utility bills down.

Northern Territory households may also have access to the NT Concession Scheme for support in times of financial hardship.

Kleenheat’s Financial Hardship Policy is designed to assist customers through difficult times and help keep households connected.

Together, we’ll work with you to find an appropriate payment solution that’s effective and sustainable.

If you have any questions or would like to discuss your individual circumstances, our local Customer Service Team is here to help on 13 21 80 or you can contact our dedicated Hardship Support Team directly by using the form on this page

Access a copy of our Financial Hardship Policy.