Our commitment to keeping the lights on

As more Australians work from home to help contain the spread of the virus, energy consumption is expected to increase. Real Utilities continue to stand by the promise that customers will not be charged more than the three largest retailers market offers. We’ll be doing everything we can to keep you updated at this time.

Our commitment to our customers

The evolving situation with the spread of COVID-19 means we are taking action to ensure our customers are getting the support required for the difficult and changing climate. On 30th March 2020, we announced new measures to support our customers.

Residential Customers

We will continue to service the existing Real Utilities Hardship Policy for our residential customers. This program aims to help customers who have difficulty managing their energy usage and bills.
Customers who are eligible for the Hardship Program must enrol via our customer care team. They will benefit from the following:

  • Late payment fees waived
  • Debt collection deferred
  • Flexible payment plans for new and existing arrangements
  • Prioritise the safety of life support customers

Business Customers

Real Utilities have extended our Hardship Policy to all business customers impacted by COVID-19.  Small business customers are now eligible to enrol for the current Hardship Program. In addition to the existing hardship benefits, business customers will also be protected from unlawful disconnections and related charges.:

  • Waive disconnection, reconnection and daily supply charges for small businesses that have ceased operation
  • Business customer will not be disconnected without their agreement

Getting in contact with us during this time

Our Customer Care centre remains open during 8.30am – 5pm AEST, Monday to Friday.  Our Customer Care team has been impacted by workplace restrictions, which means longer than usual wait times for phone calls.
We are regularly monitoring the situation and our Customer Care team is ready to help with the best options that are available for you.

Call: 1300 16 16 68