What is a Payment Extension?
A Payment Extension allows a customer to temporarily extend the due date for an overdue bill. This prevents service disconnection due to non-payment for the duration of the extension. Extensions are designed to assist customers who are unable to meet their original billing due date because of extenuating circumstances.
📋 Payment Extension Limitations
Customers may request payment extensions, subject to the following conditions:
- Maximum of 3 extensions within any rolling 12‑month period
- Accounts must be post-paid
- Extensions may not be used in consecutive months
- Extensions are not available during or immediately after a Payment Plan
- Accounts must be active for at least 6 months before eligibility
- Only one delinquent bill may be extended at a time (e.g., up to two bills total: one delinquent and one currently owed)
- Extensions may not exceed 30 days from the delinquency date
- Example: An unpaid bill issued June 4 (due June 25) may only be extended up to July 26
- Requests must be made by the account holder
- If the account holder is deceased, please refer to Guidance Where an Account Holder is Deceased
- Requests must be submitted in writing using the Extension Request Form
- Customer account details must be up to date
- A Customer Service Representative may require completion of a Customer Action Request Form before processing
- Where the account holder is a business, registered company, or organization, a Personal Guarantee Form and Customer Action Request Form are required, along with a copy of Annual Return dated within the current year, and valid photo ID
📝 Requesting a Payment Extension
Payment extension requests can be submitted by completing the Extension Request Form here.