Supporting Kleenheat customers in financial hardship
How do we help you manage your gas bills when you’re experiencing financial hardship?
Unfortunately, the State Government doesn’t provide funding for rebates on natural gas.
If you’re having trouble paying your Kleenheat 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 promise to treat you with respect and sensitivity.
Our Financial Hardship Policy is designed to assist customers through difficult times and help keep households connected.
For fast facts and a quick overview, check out our convenient Hardship Hub at Kleenheat.com.au/hardship.
Make the call when times are tough
It can be difficult to ask for assistance when faced with financial hardship.
We encourage you to contact us immediately if you are having trouble paying your bill, so our dedicated Financial Hardship Team can assess your circumstances and offer you the most appropriate support options.
Our team is here to help and will always treat customers with respect and sensitivity – considering your individual circumstances to offer arrangements that suit your needs.
Simply phone 13 21 80 between 8:00 am – 5:00 pm Monday to Friday and speak with a member of our team about your individual circumstances and support services available.
Free independent financial counselling is also on hand by calling the National Debt Hotline on 1800 007 007 or visiting ndh.org.au.
What support options do we offer?
- Giving you more time to pay
If you need more time to pay your Kleenheat bill, our local Customer Service Team is only a phone call away on 13 21 80.
We’ll chat with you about your personal circumstances and may be able to revise the due date of your invoice to ease any financial pressures.
- Setting up manageable payment arrangements
If you’re having trouble paying your Kleenheat energy bill on time, our team will work with you to assess options for alternative payment arrangements for current, and any overdue payments.
This usually involves us working together to agree on smaller, more manageable amounts to be paid over an extended period.
In addition to Kleenheat account holders, a co-occupant on your account, a consumer representative organisation or another authorised third-party may also negotiate alternative payment arrangements.
- Supporting access to the Hardship Utilities Grant Scheme (HUGS)
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.
We’ll work with customers to determine HUGS eligibility if you’re:
- a residential customer,
- assessed by Kleenheat to confirm financial hardship (in line with our Hardship Policy), and
- unable to pay your current bill or you’ve already had your service disconnected.
What about other concessions or rebates?
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.
Additionally, you may be able to take advantage of rebates on your electricity usage, if you hold a valid government concession card such as a:
- Centrelink Health Care Card
- Centrelink Pensioner Concessions Card
- Veteran Affairs Gold Card
- Centrelink Commonwealth Seniors Card
- Veteran Affairs Commonwealth Seniors Card
- Veteran Affairs Pensioner Concession Card