Queenslanders can count on our support through the COVID-19 pandemic and as our communities recover.
Read our Energy Queensland COVID-19 Safe plan (PDF 2.7 mb) to see how we're committed to providing an essential service to our customers and communities. This plan will adapt and change in line with the latest government advice.
Here’s how we can support you through these uncertain times and what we're doing to keep our people safe.
Household Utility Assistance Package
The Queensland Government announced a Household Utility Assistance Package to provide a one-off relief payment of $200 for households’ power and water, and $500 electricity rebate for businesses. Eligibility criteria applies. This payment is being administered by electricity retailers on behalf of the Queensland Government.
Access to existing government schemes and rebates
Home Energy Emergency Assistance Scheme
The Home Energy Emergency Assistance Scheme is for Queensland households experiencing problems paying their electricity bill as a result of an unforeseen emergency or a short-term financial crisis. It's one-off emergency assistance to help with paying home energy bills and pays up to $720 once every 2 years.
Qld Government Electricity Rebate
You may be entitled to an electricity rebate if you hold an eligible government issued card and meet certain criteria. Only one rebate can be paid per eligible household. Contact your electricity retailer to find out more and apply. You will need to provide certain details to verify your eligibility.
Working from home or self-isolating
Electricity plays an essential part in our lives. If you’re working remotely or self-isolating, it’s particularly important to stay connected and have a reliable electricity supply.
Keeping you connected
We’re extending protection from disconnection for non-payment until 31 October, 2020 for customers who have contacted their retailer for support. The Australian Energy Regulator has provided further direction to all energy Retailers through its statement of expectations around support options for customers.
There’s never a good time to be without power, however network maintenance is critical because it ensures you have a safe, reliable supply of electricity now and into the future.
To allow crews to safely complete critical network repairs and maintenance, we'll schedule a planned outage. This reduces the risk of unplanned outages, which can impact you for much longer and with no notice.
We'll give you as much notice as possible for planned outages so you have time to plan for the scheduled interruption to your power supply. Where possible, planned outages will be timed to minimise the interruption.
Our crews are on-call 24/7 to respond to unplanned outages, which can occur for a range of reasons. They'll work to restore power as soon as practically possible, but its not always a quick fix.
We’ll continue to prioritise life-threatening emergencies – call 000 or 13 16 70 anytime to report – which may require our crews to interrupt your power supply without notice to make the situation safe.
Information on planned and unplanned outages is available on our Outage Finder.
We’ll always send you written notice of planned outages and you can subscribe to our free SMS notification service to be informed about any power outages in your area.
If you’re planning to move to a new house soon, or have already booked your move, don’t worry we're not anticipating any delays. You should be connected on your move-in date as planned.
Information and tools to help you manage your energy use
All this extra activity and time spent at home is likely to change your energy use. To help you manage these changes, check out our tips and calculators.
Keeping you and your family safe
It’s always important to be aware of potential electrical hazards around your home. Use our simple tips to keep you and your family safe:
- Download our electricity safety guide (PDF 2.2 mb) to keep on hand.
- Switch off the power before plugging or unplugging appliances, and hold the plug, not the cord
- Never piggyback double adapters. If you need extra power points, have a licensed electrical contractor install additional outlets, or use a power board
- Never use power points that are damaged, cracked or coming away from the wall. Call a licensed electrical contractor to repair
- If you have electrical cords that are frayed or damaged, it’s time to replace your appliance.
- If you experience shocks or tingles from an electrical appliance or water taps, call us immediately on 13 16 70, 24 hours a day, 7 days a week. Call your licensed electrical contractor to check your wiring immediately.
And if you’re using your spare time to do some work around the home:
- Look out for overhead powerlines when moving equipment and ladders around your property. This includes cleaning and painting, planting or pruning trees, cleaning pools, and moving boats, farming equipment and heavy machinery
- Always check for concealed electrical cables before drilling into walls, floors and ceilings. Be particularly careful when drilling around power points and light switches
- Draw the line at doing your own electrical work. It’s dangerous, and it's illegal. Always use a licensed electrical contractor
- If you plan to work in the yard, know where underground cables are. Call Dial Before You Dig on 1100 or request your plans at www.1100.com.au.
Keeping our people safe
Prevention is our first line of defence. As well as following the advice from Queensland Health, we’re minimising exposure risks through ramped-up personal protective hygiene measures and COVID-safe work practices.
We have robust business continuity plans in place. As always, we have essential equipment and key personnel based at strategic locations, and we’re working closely with our supply chains. This means we can continue to respond as quickly as possible.
We’ll have some staff working from home or from alternative locations to safeguard power supply, and we’ll continue to do everything possible to keep things business as usual.
We've also restricted business-related travel.
Monitoring the situation
Rest assure that we’ll continue to work through impacts related to the COVID-19 situation as they arise and update you as quickly as possible on all new developments.
Getting in contact with us during this time
You can sign up to our online Customer Self Service, which is designed to make it easier for you to get in touch with us 24/7.
We want to answer your questions and respond to issues as soon as possible - if it’s not an urgent matter, please send us a message via Facebook or Twitter @ErgonEnergy and we’ll get back to you as soon as we can.
Call our customer service teams on:
13 74 66 General Enquiries
13 22 96 Faults Only - 24 hours, 7 days a week