Help for customers impacted by severe storms
More than 130,000 customers experienced electricity supply interruptions due to Tropical Cyclone Jasper and the South East Queensland Christmas storms.
How long will it be until power is restored?
Effective 17 January 2024, all customers - in both Far North Queensland and South East Queensland - are either connected to mains supply or are on generators, where it is safe to do so.
If your home or business is waiting to be reconnected, you can check your estimated restoration time using the Energex Emergency Outage Finder.
What to do if your home or business has been damaged
If your home or business has been damaged by the storms, remember that it will need to be inspected by a licenced electrician before you can be safely reconnected to the electricity network. Learn about getting reconnected after severe weather.
If you are experiencing payment difficulty or hardship, there is help available.
- You may be eligible for the Queensland Government Emergency Hardship Assistance grant.
- Talk to your provider about payment assistance for bills.
- Find about rebates and concessions and talk to your provider if you think you may be eligible.
Potential issues with receiving support
Effective 17 January 2024, Energy Queensland have become aware of some customers who have incorrectly been declined for an emergency relief payment.
Energex will validate all impacted applications directly with the Queensland Government Department of Communities, who will notify customers of the correct outcome.
We are encouraging all Queenslanders to be safe first and foremost.
- Electricity travels easily through water, which can be dangerous if water enters your home or business. Read more about how you can keep safe in severe weather.
- Any fallen powerlines should be treated as live and potentially deadly. Stay well away from them and report them to emergency services on Triple Zero (000) or call Energex on 13 19 62.
- If crews are working in your neighbourhood and/or entering properties to repair the network, please remember to visibly restrain any dogs to ensure safety. Read more on how to ensure safe entry to your property.
- For information on the safe use of generators you can read the Energex fact sheet on Electrical safety while using generators.
How the Energy and Water Ombudsman Queensland can help
We're 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 rebate or concession doesn't appear on your account, have trouble paying 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.