Humenergy understands that customers from time to time may experience financial hardship and have difficulty in paying their utility account. Our dedicated team will work with you to help tailor a plan that suits your individual needs and your financial situation. In these times of need, whether it be a short term or long term issue, Hum is committed to helping customers to manage their utility costs. We need a customer to tell us when they may be experiencing difficulty in paying their bills. Whether we discuss this with the customer directly, or via a financial counsellor appointed by the customer, Hum can then work towards a reasonable and manageable plan using either of the following options:
- FLEXIBLE PAYMENT PLANS: These are short term payment arrangements that can either be an extension on the due date or undertaking a payment plan to finalise a current account.
- ONGOING INSTALMENT PLANS For customers who may experience long term hardship, including those on low incomes and pensions or allowances, a more formalised approach may be required. Hum will work with the customer to determine a long term payment instalment plan to cover costs based on historical usage.
Any agreement made between the customer and Hum must be confirmed in writing by the customer. This can be as simple as sending an email with the customer’s commitment or completing the Ongoing Instalment Plan form. Customers who make arrangements under either the Flexible Payment Plan or an Ongoing Instalment Plan will be exempt from further late payment fees or disconnection. If the terms of the agreement are not adhered to, the customer will be subject to the fees and processes for disconnection as stated in their Supply Agreement.