Here is an outline of the current rebates and concessions available to support you in paying your bills and how the Energy and Water Ombudsman Queensland (EWOQ) can help.

Rebates and concessions

Electricity and gas rebates

If you hold a Queensland Government Seniors Card, Pensioner Concession Card, Commonwealth Health Care Card (HCC) or Department of Veterans' Affairs Gold Card, and receive the War Widow/er Pension or special rate TPI Pension, you may be eligible for a rebate on your electricity and gas. Your electricity or gas provider can check your eligibility and apply the rebate to your energy account for each bill.

Once you’ve been approved, it’s worth checking your next bill to make sure the rebate has been applied to the bill. If you find that it hasn’t, contact your energy provider straight away.

Medical Cooling and Heating Electricity Concession Scheme

The Medical Cooling and Heating Electricity Concession Scheme (MCHECS) helps with electricity costs for people who have a chronic medical condition which is aggravated by changes in temperature. You can receive the MCHECS in addition to the Electricity Rebate. To apply, fill in the MCHECS form, which is available by emailing concessions@smartservice.qld.gov.au or calling 13 74 68.

Home Energy Emergency Assistance Scheme

Home Energy Emergency Assistance Scheme (HEEAS) is a one-off payment to help people who have experienced a crisis or unforeseen emergency within the past 12 months and cannot pay their electricity bill. To apply, contact your electricity retailer for information on HEEAS, including an application form to complete.

Cost of living rebate

Queensland electricity customers will receive a Cost of Living Rebate on their power bills in the 2024-25 financial year.

The Queensland Government will provide a $1000 Cost of Living Rebate for Queensland electricity customers for 2024-25. Additionally all eligible Australian households will receive a $300 rebate in 2024-25 from the Australian Government's Energy Bill Relief Fund.

Find out more about the Cost of Living Rebate.

How you receive your rebate will depend on your electricity provider. If you are expecting the rebate and have not seen it on your bill, contact your electricity provider first. If you're not getting the help you need, contact us.

South East Queensland Pensioner Water Subsidy Scheme

The South East Queensland Pensioner Water Subsidy Scheme subsidises the cost of water access and usage charges each year. This subsidy is specific for owners or life tenants of a property that is in the South East Queensland Water Grid. If you hold a Queensland Pensioner Concession Card or Department of Veterans' Affairs Gold Card you could be eligible. Contact your water provider to apply for the subsidy.

Find out more about rebates and concessions.

Energy provider assistance

All energy providers have existing payment assistance options for people struggling to pay their bills (often known as hardship programs).

If you’re experiencing financial difficulty and having trouble paying a bill, call your electricity or gas company first to discuss how they can help.

Water provider assistance

Water providers are also able to assist you with payment plans or extensions. Contact your water provider for more information.

How the Energy and Water Ombudsman Queensland can help

Energy and Water Ombudsman Queensland is a free, fair and independent dispute resolution service for Queenslanders who have a problem they can’t sort out with their electricity or gas provider. We can also help fix issues with water providers in South-East Queensland.

Contact your energy or water provider first if you notice a missing rebate or concession are finding it hard to pay your bill or have any other issue. If you’re unhappy with their response or they can’t help you, you can make a complaint online or call us on 1800 662 837.