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.
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.
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.
Victorian customers can apply for assistance under the Utility Relief Grant Scheme (URGS). This grant provides help to pay for an energy bill that is overdue due to a temporary financial crisis.
You can apply if you have one of the following eligible concession cards:
• Pensioner Concession Card;
• Health Care Card; or
• Veterans’ Affairs Gold Card.
What is the criteria for the grant?
You must show that you have no way of paying the account without assistance, and you must meet one of the five following criteria:
• You have had a substantial increase in utility use;
• You have had a recent decrease in income (including loss of employment);
• You have had high unexpected costs for essential items;
• The cost of shelter is more than 30% of your household income; or
• The cost of utility use is more than 10% of your household income.
The amount of the grant is based on the amount you owe at the time of the application. It is capped at six months’ worth of usage and up to a maximum of $650.
Further information is also available from the Victoria State Government website Here.
South Australian customers can apply for assistance from the Emergency Electricity Payment Scheme (EEPS). To apply, you’ll need to visit a financial counselor who’ll assess your situation.
For information on this scheme, call the Department of Communities and Social Inclusion (DCSI)’s concession hotline on 1800 307 758 or visit the South Australian Government website Here.
Family Violence Policy
Tango Energy is committed to upholding community safety, with safety of our customers and employees being paramount. Tango Energy has developed the following Policy to support small energy customers who are affected or have been exposed to family violence.
To find out more, read our Family Violence Policy here.
Information about family violence support services can be found here.