Stay Connected

Support for customers experiencing hardship

We understand that life circumstances change, and at times it might become difficult to pay your power bills. If this happens, our team is here and ready to help.

Our Stay Connected program is more than a regular payment plan. It’s a partnership that allows us to provide you tailored support to help you get back on track.

Contacting us

You can call us directly or through a third party, such as a financial counsellor or a welfare agency. Call 1800 522 262 or email

You can also use our online request forms:

What does it mean to be facing hardship?

Many life circumstances can result in experiencing financial difficulties. You may be eligible for the Stay Connected program if you have experienced:

    • Loss of employment
    • Death in the family
    • Domestic or family violence
    • Previous write-off debts with Jacana Energy
    • Other life circumstances which we can discuss when you contact us

    Payment extensions and payment plans are usually the first step toward helping you manage your situation. However, if these options do not work for your current situation, our Stay Connected program is the next step in assisting you regaining control of your energy usage and bills.

How does the Stay Connected program work?

When you reach out to us, you will speak with a specialised team member with experience in helping customers facing hardship. Our team will provide confidential advice and non-judgemental and respectful support.

How we can help you:

  • Create a hardship payment plan based on what you can afford to pay
  • Provide every efficiency advice that you can easily implement at home
  • Provide financial incentives to help you stay on the program
  • Provide emergency housing information if your circumstances require it
  • Give you information about government concessions and emergency relief available
  • Help you find a financial counsellor
  • Refer you to a local support organisation for further help

Download a copy of Hardship Policy and Domestic and Family Violence Policy.

Domestic and Family Violence

We recognise that some customers may experience difficulties paying their electricity bills as a result of domestic and family violence. We understand that this is a very complex and personal issue. If you are a customer in these circumstances, you may require a tailored approach and arrangement. Please contact us as soon as possible. We are here to help you through these difficult times.

Frequently asked questions

Step 1) Our team member will calculate your average consumption over a year, taking into consideration the NT’s weather and seasonal variations in usage.

Step 2) We will then provide a total figure that accounts for your current debt as well as your ongoing usage over a 12 or 24-month period.

Step 3) We will work with you to create a payment plan that is realistic and practical.

Step 4) Each quarter we’ll review your plan together. We will explore your usage to-date and assess how the plan is working for you, and if you need help in other areas.

Information you provide will be kept secure and confidential. We will only use your information to assess your eligibility for the Stay Connected program. Jacana Energy’s Privacy Policy is available on our website at

The Stay Connected program is a partnership between Jacana Energy and you as our customer.

We will make every effort to help you meet your commitments to stay on the program, however if you repeatedly miss payments, you may be removed from the program.

If you are unable to make a payment, it is important that you are proactive and contact us as soon as possible to discuss your situation and what further help you may require from us. We’re here to work with you to find a solution.

We partner with local support organisations and can help you access their services for further assistance:

You can access free financial counselling with The National Debt Hotline (1800 007 007).