COVID-19 update

COVID-19 information for Powerdirect customers 

During this time of crisis as we deal with the global Coronavirus pandemic, our priority is the wellbeing of our customers and team members. We encourage our customers to follow the guidance of the Australian Health Department which is updated regularly.

We thank everyone in the community for their ongoing patience and we wish everyone well.

Due to workplace restrictions our call centres have been impacted and our overall workforce has been reduced. This means you are likely to experience longer than usual wait times for phone support.

Our call centres operate between 8.30am to 6pm AEST, Monday to Friday. 

To protect the health and wellbeing of our people as well as our customers, walk-in interactions are also restricted until further notice due to COVID-19. We appreciate your understanding.

We know that these difficult times can cause financial troubles. If you have been impacted, we have options available to you.

Our COVID-19 Customer Support Program

We’re here to help you keep the lights on. With our dedicated COVID-19 Customer Support Program, eligible residential and small to medium business customers can apply for one of the following payment assistance options: 

  • Defer payments until 31 July 2020, so you won't need to make any payments towards your energy bills
  • Defer payments until 31 July 2020 and make voluntary contributions, when you can. If you’re registered for Direct Debit, go to our FAQs to see how to make contributions.

You'll continue to receive bills to help you understand your usage and account balance, but won't be at risk of disconnection within this period.

How to apply

If you require payment assistance, email info@powerdirect.com.au with ‘COVID-19 Customer Support Program’ in the subject line and include the following information in the body of your email:

  • Powerdirect account number (which you can locate on your bill)
  • Account address
  • Phone number
  • Email address
  • Preferred payment assistance option

Our team will be in touch as soon as possible.

Can I make voluntary payments if I’m registered for Direct Debit?

We’ve had to make some system changes to defer your payments while the program is running. 

If you already have Direct Debit set up and you want to make any voluntary payment before the program ends, please use BPAY or call 131 816 to pay with your credit card. You’ll be asked to quote your Post BillPay Code (0785) and your account reference number, which can be found on your bill. 

Depending on how you choose to pay, there may be additional fees.

Thinking of setting up Direct Debit while registered for the program?

If you don’t already have Direct Debit set up, we suggest you wait until the program ends, otherwise your full account balance will be deducted immediately. If you’re not ready to pay in full, please choose another payment option.

What happens to my Pay on Time discount?

If you have an existing Pay on Time discount, you won’t lose it during the program. We'll apply the discount to any non-overdue bills outstanding from the date you registered for the program, and on any bills issued until the end of the program.

What does 'defer my payments' mean?

For our COVID-19 Customer Support Program, it means that you won’t need to make payments until after 31 July. You also won’t be at risk of disconnection due to overdue bills while you’re on the program.

Until then, energy and supply charges will still be added to your account, which will need to be paid once the program ends. You can pay it off all at once or under a payment arrangement with us - depending on your account balance and your personal situation. Find more information about our payment support programs.

Our COVID-19 Customer Support Program is different to some of the other deferral programs implemented by banks and other companies over the past few months.

What happens at the end of the program? 

We’ll let you know your options in July and will follow up at the end of the program. 

What if I still owe money after 31 July?

We’ll let you know your payment options in July, before the program ends.  

If you’re unable to pay your account in full at the end of the program, we have help available to you.

Learn more about our payment support programs for residential customers or contact us for more information. 

Will I receive extra communication from Powerdirect while on the program?

While you’re on the program, we’ll send you other information that’s relevant to your energy account. This is in addition to your bills and might include information about your current plan term ending (with new plan options), and any price changes.

Extra support

If you need extra help, you can:

To see what federal and state government support you may be able to access, download our COVID-19 Government Assistance Guide.

Plans are in place to protect the health and safety of our employees and their families. We'll continue to find ways to support them at home and in the workplace.  
 
We're taking the necessary steps, including requesting those who can, to work from home as well as taking additional precautionary measures for those essential to our operations and customer engagement.

We've also restricted business-related travel.

Support during the crisis

Events like this can be challenging to witness and the resulting stress can make coping difficult.
If you need to talk through your experience, you can call 13 11 14 to speak with Lifeline at any time of day. 
A range of self-help tools are also available at lifeline.org.au