Customer Hardship Policy
At Real Utilities, we understand that customers may face financial difficulties. We're committed to supporting all our residential customers in managing their energy bills during challenging times. Our policies are designed to ensure you can access assistance when you need it most.
Customers in Victoria:
For our Victorian customers, we offer two types of assistance as mandated by the Essential Services Commission:
1. Standard Assistance: This is available to all residential customers in Victoria to help you avoid getting into arrears on your energy bills. You can access standard assistance at any time, even if you're not currently facing payment difficulties.
2. Tailored Assistance: This more comprehensive support is available to Victorian residential customers who have an overdue amount on their energy bill. Tailored assistance aims to help you pay for ongoing energy use, repay arrears, and lower your energy costs.