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.
We ask that you keep us informed of any difficult circumstances as soon as possible by contacting us on 13 21 80, so we can discuss options to keep you connected.
Supporting you through tough times
We understand it can be difficult to ask for assistance when faced with financial difficulty but just remember we’re here to help and will always treat you with fairness, integrity and compassion.
There’s a number of ways we can assist in tough times, such as offering alternative payment options and providing information on assistance programs that might be available to you.
We’ll take into account your individual circumstances to tailor a solution to suit your needs. We ask in return 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 payment difficulties or financial hardship.
This policy is designed in accordance with our requirements under clause 6.10 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”).
In conjunction with our Customer Charter, these documents explain your general rights as a customer and our obligations as an energy retailer, so we can assist our customers in meeting their financial obligations.
Download a copy of our Financial Hardship Policy