COVID-19 Update: Please contact Blue NRG directly if you have been impacted by the coronavirus pandemic. We would like to understand your situation to ensure we find a suitable arrangement which may not be outlined in our Hardship Policy. Please call 1300 599 888 to speak to our dedicated customer experience team.
At Blue NRG, we sell energy primarily to business customers, yet also recognise the small number of existing residential customers we have. We are committed to helping any of our customers who may not be able to manage their energy costs or who are experiencing financial distress.
Our hardship policy is primarily focused on assisting residential customers, although the principles outlined in the hardship policy may be considered to assist our business customers who are facing financial difficulty.
Financial hardship may occur when a customer (either a person or a business) would like to pay their electricity bills, yet may not be able to do so. There can be a few factors that can contribute to this, which could be things like a large number of bills arriving at the same time, an unexpected one-off expense, a sudden reduction in income, a serious illness or death in the family, disability, separation or family concerns.
Blue NRG is committed to early identification of customers who may be experiencing financial difficulty. We will work with customers to work out flexible payment plans which are realistic and affordable, based on their individual financial situation; and our customers can always expect to be treated with respect.
Our hardship policy is based on a shared responsibility model, and we are guided by principles of fairness, understanding, compassion, dignity and privacy in dealing with all of our customers.
Blue NRG is dedicated to helping its customers. Whilst you’re experiencing financial difficulty, we can help you with the following:
If you believe you are facing financial hardship, please call us on 1300 599 888 between 9am – 5pm (AEST/AEDT), Monday to Friday. Our friendly customer service team will listen to you, assess your situation and determine if you qualify for any of our hardship assistance programs.