As a Victorian residential customer, you are entitled to assistance to help pay for your ongoing energy usage, repay overdue charges, and lower your energy costs.

If you are experiencing difficulty paying, you can contact Tango Energy about the following assistance options:

• Payment extensions: If you are experiencing short-term financial difficulty, you can request an extension to give you more time to pay for your energy bills.
• Payment plans: Flexible payment plans are available to help you manage your bills.  Our team will provide advice on the expected costs of your future energy usage, and can set up weekly, fortnightly, or monthly payment options that will help you repay overdue charges within two years.
• Government and community assistance: Our team will provide advice about government and other available assistance to help you meet your energy costs, including energy concessions and the Utility Relief Grant.
• Lower your energy costs: Our team will provide advice on reducing your energy usage and reviewing your current energy plan to help lower your costs.

If you cannot afford a payment plan that covers your ongoing energy costs in full, you are also entitled to additional assistance options to help you, including:

• Assistance applying for the Utility Relief Grant: Our team will assist you with the application process over the phone.
• Practical assistance to lower your energy costs: We will help you review your energy tariff, develop specific actions to reduce your energy use, and track your progress toward lowering your energy expenses.
• Temporary relief for overdue charges: You are entitled to an initial six-month period where repayment of your overdue charges can be paused. During this time, you’ll pay less than the full cost of your ongoing energy use while working to reduce those costs.

For more information about payment assistance, you can refer to our Customer Hardship Policy available on our website: www.tangoenergy.com/hardship-policy. 

The Victorian government offer energy concessions to help eligible customers with payment of their energy bills. If you hold a Pensioner Concession Card, Health Care Card or Department of Veteran Affairs (DVA) Gold Card, you may qualify for these benefits. Further information on energy concessions is available on our website: www.tangoenergy.com/concessions-and-rebates.

What do I need to do next?
To discuss your payment assistance options, please call Tango Energy at 1800 010 648 from Monday – Friday 8:00am – 6:00pm (AET).

Energy Ombudsman 
If you are dissatisfied with your service or have a dispute regarding your account that we cannot resolve, please contact the Energy and Water Ombudsman (Victoria) on 1800 500 509 (free call) or online at www.ewov.com.au. The Ombudsman is a free and impartial dispute resolution service.