In your community

Customer assistance

Our Customer Assistance Framework has been developed to assist customers who need to pay Ausgrid directly for bushfire safety rectification work, damage to our network or the rental of tiger tail safety equipment. It outlines our commitment to work with you to find suitable ways to manage your debt with Ausgrid and provide the assistance and extra flexibility you may need.

Ausgrid understands the costs associated with complying with directions for maintenance or rectification works on privately owned electricity infrastructure under our bushfire risk mitigation program, payment of damages to Ausgrid, or rental of tiger tail safety equipment can be significant, and therefore we are committed to offering advice and assistance as required.

What types of charges does this support cover?

  • Ausgrid periodically checks customer properties in bushfire prone areas for potential bushfire hazards on private poles and overhead powerlines. If bushfire hazards are identified such as repairing or replacing private poles or clearing vegetation, property owners will receive a notice to rectify the hazard, and are responsible for associated costs. Find out more
  • This support also covers liability for third party damage to our network, as well as tiger tail rental costs.

Download a copy of Customer Assistance Framework.

Who is eligible for financial support?

Ausgrid defines customers as being vulnerable, in financial hardship or stress when they are willing to meet a financial obligation to Ausgrid but do not have the capacity to do so.

We seek to address financial hardship early and encourage customers to contact us to discuss their individual circumstances and eligibility for assistance. While everyone’s personal circumstances are different, if you are experiencing any of the following, or are unable to pay due to the size or unexpectedness of the amount required, we may be able to help.

Are you

  • reliant on government assistance or Centrelink payments such as a pension
  • unemployed

Do you have, or care for someone with

  • a medical illness/injury, mental health condition or addictive behavioural issue affecting your capacity to pay
  • a physical or intellectual disability that affects your capacity to pay

Have you experienced

  • a death in the family affecting capacity to pay
  • a change in the family unit affecting capacity to pay
  • a sudden loss of income or substantial reduction in income
  • domestic or family violence
  • long term fixed low income
  • a natural disaster such as fire, flood, drought or storm damage

We understand that some customers may feel uncomfortable discussing their personal or financial problems and the above indicators are not exhaustive. If you would like more information about how to assess your eligibility for financial assistance please call us on 13 13 65

Complaints

We want to do everything we can to make sure our support mechanisms work for our customers and will do what we can to resolve your concerns. If you are not satisfied with the assessment, you may request a review or make a complaint in accordance with our complaint procedure.

We will do our best to work towards an early resolution, but if we can’t work it out, independent dispute resolution may be available through the Energy & Water Ombudsman NSW.

Register a complaint

More information

Both the Australian Government and Service NSW provide further support services for anyone experiencing financial difficulties. Please check whether you are eligible for further support here.