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Hardship assistance

We encourage you to contact us immediately if you’re having trouble paying your bill. Our local support team will assess your circumstances before offering you the most appropriate payment support options – all aimed at helping to keep your Kleenheat service connected.

Financial Hardship assistance may include:

Giving you more time to pay

If you need more time to pay your Kleenheat invoice, 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 invoice to ease any financial pressures.

Setting up manageable payment arrangements

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.

In addition to Kleenheat account holders, the following parties may negotiate alternative payment arrangements:

  • A co-occupant listed on your account
  • A relevant consumer representative organisation
  • An authorised third party

While customers should keep us updated on changes to their personal circumstances that might impact payment arrangements, we’ll also attempt to make contact regarding any missed payments before an arrangement may be reassessed.

Contact our Hardship Support Team using the form on this page or call our local Customer Service Team on 13 21 80.

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.

The purpose of HUGS is to help ensure the basic living needs of WA residential customers can be met.

In circumstances in which Kleenheat and customers in financial hardship have been unable to successfully apply payment extensions or alternative payment arrangements, we may be able to submit a HUGS application on your behalf.

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.

Contact our dedicated Hardship Support Team using the form on this page or call our local Customer Service Team on 13 21 80.

Understanding more about your options

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

Please remember our local Customer Service Team is here to help and will always treat customers with fairness, integrity and compassion – considering your individual circumstances to offer arrangements that suit your needs.

Simply phone 13 21 80 between 8.00am – 4.30pm Monday to Friday and speak with a member of our team about your individual circumstances and support services available.

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 as a priority.

Free independent financial counselling is also on hand by calling the National Debt Hotline on 1800 007 007 or visiting ndh.org.au.

Additional household support is also available through the Financial Counselling Network’s Emergency Relief and Food Access Service.  Call 1800 979 777 between 9.00am – 5.00pm (excluding public holidays) or email erfas@anglicare.wa.gov.au for more details.

Government support for energy

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.

Our Financial Hardship Policy

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.

How to get in touch

Get support

All enquiries go directly to our dedicated Hardship Support Team, who are here to work with you in these uncertain times.

Energy saving tips

Spending more time at home means your gas and other utility usage can increase will likely increase, but these simple tips can help reduce your energy use and increase your savings.