Help for energy consumers impacted by COVID-19 translated resources

In recognition of the ongoing impact of COVID-19 on the community, the  Australian Energy Regulator’s (AER) expectations of support for customers have been extended to 31 March 2021.

If you are worried about paying your electricity or gas bill, contact your retailer and ask them for help. You won’t get disconnected by reaching out, even if you can’t pay.

Working with community stakeholders, AER has created the following resources translated into Arabic, Simplified Chinese (Mandarin), Traditional Chinese, Burmese, Nepali and Vietnamese :

Translated newsletter/website content:

A short 120 word paragraph that encourages people to call their retailer if they are struggling to pay their bill, and to encourage their family and friends to do the same. This can be used in newsletters or on websites.

Paragraph:  If you can’t pay your electricity or gas bill, contact the company that sends you your bill and ask them for help.  Your energy company has translation services available for you. You can find the contact details on your bill. Encourage your family and friends who need help to call their energy company too. If you make contact with your energy company, you won’t be disconnected.

Social media tiles

Translated Social media  tiles have been developed and sized for Facebook, Twitter and LinkedIn.

Tile text: Can’t pay your bill? Contact your energy company for help.

You can access these resources at

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