Stay Connected

Support for customers experiencing hardship.

We understand that, at times, our customers may experience difficulties paying their electricity bills by the due date because of financial hardship.

The Stay Connected program is a partnership between Jacana Energy and you as our customer, working together to establish a personalised payment plan based on your situation. Our specially trained Stay Connected team will listen and work with you to set up a personal payment arrangement that takes into consideration your financial situation and what you can afford to pay.

We also support our customers in a range of other ways, including:

  • tell you if you are on the right energy plan or if there is a better plan for you;
  • tell you about government concessions, third party relief schemes or energy rebates you may be able to receive;
  • give you ideas on how you to reduce your future energy use; and
  • provide you with alternative independent and free financial counselling services or other support service contact information.

Download a copy of our Hardship Policy

Domestic and Family Violence

We recognise that customers may experience difficulties paying their electricity bills due to domestic and family violence. Click here for more information.