COVID-19
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:
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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.:
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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
Email: support@realutilities.com.au