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

We ask that you keep us informed of any difficult circumstances as soon as possible by calling us on 13 21 80 or contacting us via this website so we can discuss options to keep you connected. We’ll work with you to find an appropriate payment solution that’s effective and sustainable.

Supporting you through tough times

We understand it can be difficult to ask for assistance when faced with payment problems but please remember we’re here to help and will always treat you with respect and sensitivity.

There are a number of ways we can assist in tough times, such as giving you more time to pay, setting up a payment plan, or providing information on assistance programs that might be available to you.

We’ll take your individual circumstances into account to tailor a solution to suit your needs. In return we ask for you to meet your obligations of the agreed payment solution and keep us informed of your circumstances during this time.

Meeting our obligations to you

Our Financial Hardship Policy policy outlines the standards we’ll use with our residential gas and electricity customers who experience financial hardship.

This policy is designed in accordance with our requirements under Part 6 – Payment assistance of the Compendium of Gas Customer Licence Obligations (“Gas Compendium”) and the Code of Conduct for the Supply of Electricity to Small Use Customers (“Electricity Code”).

Download a copy of our Financial Hardship Policy