Financial Inclusion

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Energy Accounts Payment Assistance

Help paying your energy bill during a short term financial crisis

EAPA is a NSW Government program that provides emergency assistance to eligible households experiencing temporary financial hardship.

If you're having difficulty paying your current household electricity or gas bill due to an immediate financial crisis (within the last 12 months) or emergency, you may be eligible for assistance through the NSW Energy Accounts Payment Assistance (EAPA) Scheme. If approved, an EAPA voucher will be sent directly to your energy retailer to help pay your current bill.

What to expect

Call reception

Call us to book an appointment. Appointments open twice each month, on the 1st and 14th. This service is available by appointment only and we cannot accept walk-ins. A Financial Counsellor will assess your eligibility for an EAPA voucher during your appointment.

We'll process your booking

Reception will book your appointment and send you a text message confirming the date, time and location of your appointment. The text message will also outline the supporting documents you need to provide before your appointment. These documents are required for the Financial Counsellor to assess your eligibility for an EAPA voucher.

Send through your documents

Please email all requested documents to the address provided in your text message before your appointment. If we don't receive them in time, we'll need to cancel your appointment.

Attend your assessment

A Financial Counsellor will assess your eligibility for an EAPA voucher. If you're approved, the voucher will be sent electronically to your energy retailer to help reduce the amount owing on your current energy bill. Can't get an appointment with us? You can find other relief support services through Service NSW.

Who is eligible

If any of these sound like you, we can help — get in touch.

Have an electricity or gas account for a NSW residential address that is your primary place of residence and active at the time of your assessment
Be the account holder; the account and bill must be in your name
Be experiencing temporary financial hardship that makes it difficult to pay your current electricity or gas bill

Who isn't eligible

You use LPG bottles for your gas supply (you may be eligible for a gas rebate instead)
You live in an embedded network, such as some strata plans, retirement villages or residential parks
You've already paid your energy bill, or your account has been closed
You have a business account

What we don't cover:

Metro Assist provides free one-on-one financial counselling if you are experiencing financial difficulties, are feeling overwhelmed by overdue bills and you are having difficulties understanding your finances.

Our dedicated team of financial counsellors provide personalised advice and support to help you assess your financial situation, and alleviate the burden of overwhelming debt, giving you the tools and resources needed for a secure, stable future.

Financial Counselling

Free, confidential support to help you manage debt and negotiate with creditors.

No Interest Loans (NILS)

Loans of up to $2,000 for essential goods and services, with no interest or fees.

Documents you'll need

You’ll need two proof of identity documents. The names on both documents must match each other, and must match the name on your energy account.

You’ll also need to provide your personal and contact details, including your name, date of birth, address, email and phone number, along with a copy of your current electricity or gas bill.

Your bill must show:

Your first and last name, matching the name on the account
Your energy retailer’s name
Your energy account number
Your National Meter Identifier (NMI) for electricity, or your Delivery Point Identifier or Meter Installation Registration Number (MIRN) for gas
Confirmation you’re on a hardship plan with your retailer, if this applies to you
Evidence of financial distress, such as an employment termination notice or medical expenses, if you have this available

What EAPA can help with

If you're experiencing an immediate financial crisis or emergency and are unable to pay your current household electricity or gas bill, you may be eligible for assistance through the NSW Energy Accounts Payment Assistance (EAPA) Scheme.

An EAPA voucher is sent electronically to your energy retailer and applied directly to your current energy account to help reduce the amount owing. Eligibility is assessed by one of our Financial Counsellors in line with the NSW Government's EAPA guidelines.

EAPA provides immediate assistance during a financial crisis. If your circumstances indicate you would benefit from additional support, your Financial Counsellor can also discuss other services that may be available to help you manage your financial situation.

Support that understands your situation

EAPA assessments are carried out by our Financial Inclusion team, who also deliver our Financial Counselling.

Related support

If you need ongoing help managing your finances, visit our Financial Counselling page. If you need an interest free loan for essential goods, visit our No Interest Loans page. All three sit under our broader Financial Inclusion services.

About Energy Accounts Payment Assistance

A sudden financial crisis or emergency can make it difficult to pay your current electricity or gas bill. If you're experiencing immediate financial hardship, the NSW Energy Accounts Payment Assistance (EAPA) Scheme may be able to help. What EAPA vouchers can help with

If you're eligible, an EAPA voucher is sent electronically to your energy retailer and applied to your current electricity or gas account to help reduce the amount owing. It's designed to provide immediate assistance during a financial crisis and is not intended as ongoing financial support. When you might need something more

If your Financial Counsellor identifies that you would benefit from additional support, they can discuss other services that may help, including Financial Counselling and No Interest Loans (NILS), depending on your circumstances.

What vouchers can't be used for

EAPA vouchers can't be used to place your account in credit, pay a bill that has already been paid, or be applied to a closed energy account. Support from our Financial Inclusion team

Your eligibility for an EAPA voucher is assessed by one of our qualified Financial Counsellors in accordance with the NSW Government's EAPA guidelines. During your appointment, they will assess your circumstances and determine whether you meet the eligibility criteria for assistance.

Get in touch

Energy Accounts Payment Assistance is a phone and appointment only service. Call (02) 9789 3744 or (02) 8709 0200 to check your eligibility and book.

For general enquiries, visit our main Contact page.

Frequently asked questions

How many times a year can I access EAPA?

Stepwise accepts up to two EAPA applications per household each financial year. If you’ve already received assistance twice and continue to experience financial hardship, we’ll discuss other support options that may better meet your longer-term needs, including our Financial Counselling service.

Is there a limit on how much I can receive?

Yes, a limit applies per application and per financial year.

Do I automatically receive an EAPA voucher if I have an appointment?

No. An appointment does not guarantee approval. A qualified Financial Counsellor will assess your eligibility in accordance with the NSW Government’s EAPA guidelines.

How will the voucher be paid?

If you’re approved, your EAPA voucher is sent electronically directly to your energy retailer. It is not paid to you.

What if I can't get an appointment?

You can find other relief support services through Service NSW

What if I need help again after using EAPA?

EAPA is designed for short term crisis support. If you need help again, we’ll connect you with our Financial Counselling service for longer term budgeting support.

Why do you need my bank statements?

We use your bank statements and other documents as part of your eligibility assessment, to check your circumstances and confirm your financial distress.

Should I contact my energy provider?

Yes. If you’re experiencing financial hardship, contact your energy provider as soon as possible and let them know you’re applying for an EAPA voucher. Your provider may be able to place your account on hold, discuss payment options, or delay further collections activity while your application is being assessed.

What questions will I be asked during my appointment? Answer:

Your Financial Counsellor will ask questions about your financial circumstances to assess your eligibility for an EAPA voucher. This includes reviewing your supporting documents (including your bank statements) and completing a budget assessment.

They may ask about:

your current household income
your regular living expenses
your electricity or gas account
what has led to your current financial hardship
any recent changes to your financial circumstances.

This information helps determine whether you meet the NSW Government’s EAPA eligibility criteria.