Energy Accounts Payment Assistance

Energy Accounts Payment Assistant (EAPA) assists anyone in NSW experiencing a short term financial crisis or emergency to pay their electricity or natural gas bill.

At Kooloora Community Centre, we have trained EAPA volunteers available for anyone requesting support due to financial hardship. Please read details below for further information.

The Details are as follows:

Kooloora Community Centre is now able to provide assistance with electricity and gas bills over the phone on Tuesdays between 9:30am-3:30pm.  This is a temporary measure for the duration of the COVID-19 emergency.

Please note that due to the limited resources at our disposal, electricity and gas assistance program, the priority will be given to the residents living in postcodes 2035 and 2036. We will do our best to assist residents from adjacent postcodes where possible.

To help us assist you with your bill over the phone, please email us a copy (photo on your mobile phone) of your most recent bill, a copy of your photo ID and provide a phone number that we can call you on. Please email this to and one of Kooloora team members will contact you to organize the phone assessment.

For any questions call Kooloora on 0481 756 759 or 02 9661 9160

Below is an outline of the steps involved in the phone assessment process for energy assistance payments:

  1. You email with a copy of your photo ID, a copy of your current energy bill and your mobile number.
  2. We call you to assess your eligibility for electricity and/or gas vouchers
  3. We call your energy provider in a three-way call with yourself.

Phone assessments are conducted on Tuesdays between 9:30am and 2:30pm.

FAQ – Enery Accounts Payment Assistance

How many vouchers per year am I entitled to?

An eligible client is entitled twice in a financial year up to $300 each time. This has been temporarily increased to $400 during the COVID-19 lockdown.

What information is required to apply for assistance?

We require a copy of your most recent bill, photo ID and contact phone number.

What can I do if I do not use the internet?

You may bring your bill to Kooloora and we will help you scan your bill.

What can I do if I have lost my bill or don’t have my original bill only my overdue bill?

You may call your energy provider and request a copy of your bill. You may request to have it sent to your email directly or to

How much of a discount will I receive?

The discount you will receive depends on your personal circumstances. This will be established during the assessment conducted by one of Kooloora Energy team on the phone.

Can a family member apply for assistance on my behalf?

Yes, provided they have the authority on your energy account. You can nominate a relative or a friend by calling your energy provider.

Can I get assistance from my previous address/bill?

EAPA is provided based on the current and most recent bill only.

How long will the assessment/process take?

It’s a three-way phone call between Kooloora EAPA team, the energy provider and the customer. It depends on the call waiting times. On average it takes about 30 minutes.