Enreal Care Hardship Policy
December 2024
- Introduction
This Hardship Policy explains how Intellihub and its brands, like Enreal, help people who want to make their Energy Kit subscription payments but are struggling because of things beyond their control ("hardship"). Our team, Enreal Care, is here to help.
We know that life can bring unexpected challenges like illness, disability, job loss, addiction, or family violence, and we understand how complex and serious family violence can be. This policy outlines the ways we can help during difficult times. You can trust that we will always treat you with care, understanding, and respect.
- Who is this policy for?
This policy is for people in Australia and New Zealand who purchase our energy products and services, paying outright or by subscription. However, it doesn't apply to commercial customers. If you’re a commercial customer and struggling to pay, Enreal may still offer other types of support. Each situation will be considered individually.
- How we identify hardship
The first step is simply reaching out to us and sharing what you're going through. If you're having trouble making payments, please don’t hesitate to contact us—we’re here to help. We understand that it can be difficult to talk about personal challenges, but please know that when you do, we’ll listen with kindness, empathy, and absolutely no judgement. We're here to support you.
- How we can help
At Enreal Care, we look at each person’s situation individually, and we’ll take the time to find the best way to help you. If you’re getting support from a financial counsellor, lawyer, or community worker, we’ll consider their advice and work with the information they share. Our goal is to find a payment plan that works for you because we know how important it is to keep your Home Energy Kit running smoothly.
- Examples of help we can give
Here are some ways we might be able to help you:
- Giving you more time to pay
- Setting up a payment plan
- Giving you a break from payments for a while
- Reducing or cancelling some of your debt
- How to apply for help
If you need help, you can contact us by phone at 1800 844 022 or email us at enrealcare@enreal.com.au. You can also reach us online at www.enreal.com.au/assist. We may need to ask for some personal information and documents to understand your situation and see if you qualify for help. We’ll always ask for your permission before collecting or sharing this information.