Support for customers affected by floods
As the flood waters subside and the clean-up continues across South East Queensland, here is some information about assistance available to help flood-affected energy and water customers get back on their feet.
Energy supply and safety
Energex is working on reconnecting all flood-affected properties, with current outages listed in the Energex Outage Finder.
If your home or business has been flooded and the mains power is still connected, contact Energex immediately on 13 19 62 to arrange disconnection.
Before your supply can be safely reconnected, you'll need to have a licensed electrician inspect the wiring and let Energex know they can safely reconnect you.
Energy provider assistance
All energy providers have existing payment assistance options for people struggling to pay their electricity bills (often known as hardship programs). These programs give customers access to support such as payment extensions and affordable payment plans.
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 should also be able to assist you with payment plans or extensions.
Contact your provider for more information:
Government support
Support for flood-affected residents
Queensland Government is offering a range of grants and hardship assistance affected by the February 2022 floods, including:
- Essential services safety and reconnection grant – Queensland Government grant to support residents with the cost of reconnecting essential services such as electricity, gas, water and sewerage
- Essential household contents grant – Queensland government grant to provide assistance in replacing essential household contents such as whitegoods
Note: A range of eligibility criteria applies for each grant.
Existing concessions and rebates
You may be eligible for a concession or rebate:
- Home Energy Emergency Assistance Scheme (HEEAS): a one-off payment to help people who are experiencing a crisis or unforeseen emergency and can’t pay their electricity bill
- electricity and gas rebates: rebates for eligible pensioners and seniors.
More information on energy and water concessions available on the Queensland Government's Smart Savings website
How EWOQ can help
Contact your energy or water provider first if you will have trouble paying your bill or have any other issue.
If you’re unhappy with their response or they can’t help you, contact us to make a complaint:
- submit an online complaint form
- email complaints@ewoq.com.au
- phone 1800 662 837.