Financial assistance
We encourage you to contact us immediately if you're having trouble paying your bill.
Our local support team will assess your circumstances and offer the most appropriate payment support options, while treating you with respect and sensitivity.
Payment assistance
If you're having trouble paying your Kleenheat bill, our team
can provide payment options to help make things easier for
you.
This may involve providing a payment extension to give you
more time to pay, or setting up a payment plan so you can pay your bill in smaller amounts over an extended period.
Please call us on 13 21 80 or complete our enquiry form if you'd
like to request one of these payment options.
Financial hardship support
Financial hardship is a state of long-term financial
disadvantage, which means you're unable to pay your bills
without it affecting your ability to meet the basic living needs
of you or your family.
If you're experiencing financial hardship, we'll work with you to
find the best solution for your individual circumstances. This may involve setting you up with a long-term payment plan,
applying for the WA Government's Hardship Utility Grant Scheme (HUGS) on your behalf, and connecting you with support services.
Please call us on 1300 790 693 so we can assess your situation
and offer you the appropriate support.
Financial Hardship Policy
Our Financial Hardship Policy outlines how we can help you
through difficult times and keep you connected to your natural
gas supply.
It provides a detailed definition of financial hardship and more
information about how we can help you.
Frequently asked questions
Free, independent and confidential financial counselling is available by calling the National Debt Helpline on 1800 007 007 between 9:30am and 4:30pm weekdays or by visiting ndh.org.au.
Additional household support can be accessed through the Emergency Relief and Food Access Service (ERFAS). Call 1800 979 777 between 9.30am and 5.00pm weekdays.
While there are currently no 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.
You can find tips on how to reduce your energy usage in your home in our Help Centre here.
The following people may also be able to negotiate alternative payment arrangements for your account:
- A secondary contact person listed on your account.
- A financial counsellor or representative from a relevant consumer organisation, with your prior permission.
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 assist customers in financial hardship to maintain their connection to essential services.
You may be eligible for a HUGS grant if you:
- have maintained a 90-day payment arrangement, and
- have a balance above $300, or
- have had your gas supply disconnected and are unable to make an up-front payment.
There are additional eligibility criteria which may mean you’re not able to apply for HUGS immediately. Our Hardship Support Team can provide you with further information and guidance on this.
Get support
All enquiries go directly to our dedicated support team, who are here to
work with you in these uncertain times. They'll get in touch with you within two business days.