Vulnerable customer assistance program

We understand that some customers face additional challenges when accessing the energy services they need. As an essential service provider, we are committed to helping customers who may be experiencing vulnerability and ensuring that electricity remains safe, accessible and affordable.

The Vulnerable Customer Assistance Program is designed to reduce energy-related hardship by helping eligible customers overcome barriers to electrification. Through the program, financial assistance may be available to support network upgrades required to transition from gas to electric appliances.

What assistance may be available?

The program may provide funding for:

• Fuse upgrades, or single-phase to three-phase upgrades
• Pit installations
• Private Overhead Electrical Line (POEL) replacements
• Minor customer defects
• Additional assistance navigating the process

Who can apply?

You may be eligible for assistance if you:

• Live within the CitiPower and Powercor electricity distribution network area
• Are a residential customer or small business customers
  • Small businesses are non-residential customers consuming less than 40MWh per year
• Are planning to electrify your home or business
• Can demonstrate one or more forms of vulnerability
• Are the electricity account holder, or have consent from the account holder

What isn’t covered?

The program does not provide funding for:

• Properties located outside our electricity network area
• Upgrades that are not related to electrification
• Internal electrical work that is unrelated to the required fuse or phase upgrade
• Commercial or industrial customers
• Property developments
• Applications where vulnerability cannot be demonstrated

How to apply

You can apply for support via the application form within myEnergy.

Step 1: Submit your application

• Complete the online application form through the myEnergy portal. The digital application can be accessed on mobile, tablet or desktop devices. Guided questions will help you complete your application

Step 2: Application assessment

• We will review your application against the program eligibility criteria. If additional information is required, we will contact you and provide clear instructions on what is needed.

Step 3: Receive an outcome

• Once the assessment is complete, you will be advised whether your application has been approved and what assistance will be provided.

Step 4: Delivery of assistance

• Where approved, funding will be applied to the eligible activity and work will be progressed through the relevant delivery processes.

Step 5: Completion

• When all work is complete, we will confirm the outcome and may invite you to provide feedback on your experience.

Protecting your privacy

We take the protection of personal and sensitive information seriously. Personal information collected through the application process is only used for assessing eligibility and administering the program. Supporting documentation is only requested when required, and sensitive information is managed through secure systems and retained only for as long as necessary.