The number of Victorians who had their gas and electricity cut off reached a five-year high last financial year, with prices set to rise in the new year.

According to new figures from the Essential Services Commission, more than 34,000 people were cut off from their electricity supply during the last financial year because they were unable to pay their bills.

Around 24,000 people had their gas disconnected, marking a 26 per cent increase on the previous year.

Energy disconnections had generally risen across the country in the last five years, but Victoria experienced the highest increase, overtaking South Australia.

There had also been a 38 per cent increase in the number of people accessing hardship programs offered by retailers.

The data comes as Victorian households prepare to pay 5 per cent more on their electricity bills in 2015, after the Australian Energy Regulator approved a larger than normal increase.

Electricity bills usually rise by about 3 per cent a year but the larger increase will be due to an increase in tariffs and new charges for smart meters.

The Australian Energy Regulator said that would amount to between $53 and $144 depending on the provider and where customers live.

It said the increase was due to rising costs for power companies for using the transmission network.

Victorian Council of Social Service chief executive Emma King said energy retailers needed to do more to help struggling customers access financial help.

"What is critically important is that retailers work with their customers very early, particularly for those who are having difficulty paying their bills, in making sure that they can access hardship programs that are available," she said.

"This is not a kind of race we want to win."

Complaints to retailers also in the rise

Ms King told the ABC there was a number of reasons behind the jump in disconnections.

"Many Victorians are struggling to make ends meet, so we've seen the price go up significantly over the past year and what is particularly concerning is that we know the rising cost of energy is predicted to surge by 10 per cent over the next 12 months," she said.

"So we're seeing a growing level of hardship.

"We are absolutely seeing Victorians choosing between putting food on the table or using their electricity."

Ms King said some hardship plans were working, but they needed to be overhauled.

"About half of those who enter hardship programs are forced to leave due to their inability to meet retailer requirements," she said.

"Retailers aren't identifying customers early enough to avoid high debt, and their not always offering manageable payment plans."

Complaints to energy retailers were also on the rise, with over 250,000 complaints made to electricity providers and nearly 85,000 to gas retails.

Ms King also urged the Victorian Government to follow through on a promise to strengthen the powers of the Essential Services Commission.

"That includes penalties against retailers for wrongful disconnections, it includes powers to investigate financial hardship practices of energy retailers," she said.

"This is going to be really critical to making sure retailers are holding up there end of the bargain and helping people when they need it."