FAQs
What does hardship or payment difficulty mean?
Falling on times of financial difficulty can happen to anyone. There may be circumstances that make it harder for you to pay your energy bills. Whether it is a short-term setback or something that is ongoing, Active understand that payment difficulties can come in many ways.
How Active can help?
If you need some support, Active can help with options if you’re having difficulty paying your energy bills, government assistance or requesting a payment extension. Please review our Hardship Policy for your state below for more information.
Can I request a payment extension?
If you are having difficulties paying your Active Utilities bill, it is important that you contact us as soon as possible.
Ask us for a payment plan—where you pay for your utilities in regular, agreed amounts (instalments). We will offer you a payment plan unless you have already had two or more plans in the last year and did not keep to them.
When working out your payment plan instalment amount, we will take into account your capacity to pay (what you can afford to pay each week or fortnight), as well as how much you owe and how much further you are likely to use over the coming year. Best that you only agree to an instalment amount you can realistically afford, because if you don’t stick to the payment plan or skip a payment, your plan will be cancelled.
For more detailed information on ways we can help, click the link below to read the full article.