Our response to the COVID-19 outbreak

It is our priority to help Territorians keep their lights on in these difficult times.

As the situation continues to change on an almost daily basis, we are dedicated to providing our customers with as much support and advice as possible.

We have created this space to bring you regular updates and our responses to the Local and Federal announcements.

Updates

For residential customers

We understand the importance of completing essential tasks right now. So we are currently focusing on ensuring:

• you can still move in or out of your premise and connect and disconnect the electricity (these will be prioritised by due date)
• customers requiring life support remain protected
• customers with prepayment meters can top-up credit when required
• customers having trouble paying their electricity bill have adequate support

This is a time of uncertainty and we are predicting longer than usual wait times on calls over the next few weeks. To compensate we have opened up more digital channels. If your enquiry is non-urgent, we encourage you to either send us an email to customercare@jacanaenergy.com.au or reach out to us on Facebook Messenger here: m.me/jacanaenergy

As well as changes to our communication channels, we are implementing changes to the way we do business.

Key changes for residential customers to be aware of:

• We will proactively encourage customers who experience difficulties paying their bills to enter manageable payment plans and hardship plans.
• We have revised our credit management processes to ensure our customers are supported through these tough times.
• As advised by the Northern Territory Government, regulated electricity prices will not change before 30 June 2021.

For business customers

For all business and self-employed customers, our small business team is ready and available to assist you with your enquiries.

If your business has been impacted by the COVID-19 situation, we are able to discuss with you the many options available.

Key changes for business customers to be aware of:

• We have revised our credit management processes to ensure our small business customers are supported through these tough times.
• We proactively encourage customers who experience difficulties paying their bills to enter manageable payment plans.
• The Northern Territory Government recently announced a Hardship Relief Package for Northern Territory businesses impacted by the COVID-19 situation. Under this package, Territory businesses that demonstrate substantial hardship due to the coronavirus situation may be eligible to receive 50% off their electricity bills for six months.

A wide range of NT Government measures to support businesses through the COVID-19 situation is also available through the Department of Business Trade and Innovation Business recovery website .

Hardship and assistance for customers

We have changed the way we are doing business to reflect the unprecedented situation our community is currently facing. Numerous measures will be implemented to ensure we help Territorians keep the lights on.

Hardship assistance is tailored to your situation, we encourage you to fill in the Request for payment arrangement form or call us 1800 522 262 to discuss your specific circumstances.

We understand that many of our customers might be facing unexpected stressful situations and we have no intention to add to this worry over the next few months. We will be fast-tracking and prioritising all hardship requests and enquiries to ensure you feel supported when you need it the most.

We offer a wide range of manageable payment arrangements:

Advice

• Keeping costs down when you're at home
• Assistance available: our commitment to help you keep the lights on
• 9 ways to reduce power usage when working from home

Useful links

Regular payments - paying small amounts more frequently with one of our regular payment methods will help you stay on top of your bills.

Payment plans - You can enter a manageable payment plan to help you smooth out the cost of your electricity over time.

Hardship plans - if your current circumstances have made it difficult for you to pay your bill we can tailor payment plans just for you.

Application forms - to request a payment extension or payment arrangement

eBilling - in anticipation of increased pressure on Australia Post it's good to sign up and receive your bills via email.

Move in/Move out - use our online forms to help you quickly complete connection or disconnection requests.

Pay online - if you need to pay your bill but have to stay home, use our secure online payment portal.