Having trouble paying your energy bills? 

If you need financial assistance, our Customer Assistance program and your State based scheme may help. At Tango Energy, we understand that your circumstances sometimes change and it can be challenging to pay your energy bill on time.

Through our Customer Assistance program, we are committed to providing residential customers facing temporary or long-term financial hardship with the opportunity to establish sustainable payment arrangements to manage their residential energy bills.

How we can help

There are a range of reasons why a residential customer may have the intention but not capacity to pay for an energy invoice. Tango Energy is committed to the early identification and provision of assistance to residential customers anticipating or facing payment difficulties. 

The purpose of our customer hardship policy is to identify residential customers experiencing payment difficulties due to hardship and to assist those customers to better manage their energy bills on an ongoing basis. At all times we endeavour to treat customers fairly and with empathy and respect. 

Our Hardship Program is free and available to any residential customer experiencing financial difficulty, including those with no arrears. In Victoria, residential customers are entitled to receive standard assistance and tailored assistance depending on their individual circumstances.  

Support includes:

• Flexible tailored payment plans,
• Free advice to assist you with lowering your energy costs,
• No late payment fees or early termination fees (on leaving the program)
• Referral to external support services such as financial counsellors where appropriate,
• Assistance with accessing government funded concessions, rebates and grants (Including the Utility Relief Grant for Victorian customers), and
• The option of a variety of payment methods including Centrelink.

We are committed to ensuring our hardship policy is accessible to all customers, including those from culturally and linguistically diverse backgrounds, customers without internet access, customers with disability, and customers in remote areas.

You can access our customer hardship policy at any time via our website in a printable format or request a hard copy at no cost. Please contact us to obtain further information on our Hardship Program and the options available to you.

If you reside in Victoria please access our customer hardship policy here. 

If you reside in NSW, ACT, SA, TAS or QLD please access our customer hardship policy here. 

Our contact details:

Telephone: 1800 010 648 (between 8:00am and 6:00pm (AET) Monday to Friday, excluding public holidays)
Mail: Tango Energy Retail Operations, PO Box 320, Geelong North VIC 3215
Contact Us Form: Now not a good time? Simply fill out this form and we’ll get back to you.

What does hardship mean and how does our Customer Assistance program work?

Hardship is when you would like to pay your energy bill, but don’t have the means to do so. This might only be short-term or it might be ongoing.

All residential customers of Tango Energy are entitled to minimum forms of assistance to enable customers to avoid getting into debt. Tailored Assistance is also available to customers who are in debt to help them manage their payments, and access advice and assistance to get back on track.

Here are some reasons for financial hardship:

• Losing your employment,
• Not being able to work due to illness or medical reasons, or
• Unexpected expenses.

When unplanned events have an impact on your finances, keeping on top of everything can be a challenge. Our Customer Assistance program provides you with personal assistance to help you get back on track with your energy bills. You’ll also have access to a dedicated Customer Assistance team member trained to tailor a plan that suits your individual needs.

Our team can also assist with reviewing your energy use, conducting energy efficiency audits, proposing fair and reasonable payment options and discussing relevant government programs and other support services available to you.

For more information about how Tango Energy can assist, call our team on 1800 010 648 or read our Hardship Policy.

If you’re having difficulty paying your energy bills, you may also be eligible to apply for government assistance, click here to read more. 

Click here for additional information for Victorian customers about assistance under the Payment Difficulty Framework.