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Coronavirus COVID-19 response

We want to reassure all Queenslanders that in these unprecedented times we’ll keep you connected; and we'll get through the coronavirus (COVID-19) pandemic together.

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 will be 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.

Call 13 74 68 (local call charge) or visit Department of Communities to read about the full eligibility details to determine if you qualify and how to apply.

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. With many of you doing your part in the COVID-19 fight by working remotely or self-isolating, it’s particularly important to stay connected and have a reliable electricity supply.

Keeping you connected

We’re temporarily suspending all power disconnections, unless requested for safety reasons.

Critical network maintenance and emergency outages

There’s never a good time to be without power. However critical maintenance work is important because it ensures a safe, reliable supply of electricity and protects the future of the electricity network. We'll continue to review our critical network maintenance plan as part of our COVID-19 response to minimise the impact on you.

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.

Stay informed

Information on planned and unplanned outages is available on our Outage Finder.

Or subscribe to our free SMS notification service to be informed about power outages for emergency or unplanned outages. In the coming months, SMS notifications will also be available for planned outages.


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

With more of us now working from home and supervising home schooling, it’s important to be aware of potential electrical hazards around your premises. 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.

For more safety tips and advice, visit our Home Safety page.  To help kids find ways to stay safe around electricity, we've created some fun Safety Hero activities.

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, splitting crews, and deploying crews from home rather than depots wherever possible.

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

We encourage you to use our online services where possible. There may be cases where response times could be affected and it could also take longer to get through to us on the phones, or for our crews to get to non-critical jobs.

For life-threatening emergencies (including shocks and tingles) call 000 or 13 16 70, 24 hours, 7 days a week.

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.

You should also ensure you’ve signed up to our Online Self-Service.

Call our customer service teams on:

13 74 66 General Enquiries - Mon to Fri, 7am - 5:30pm

13 22 96 Faults Only - 24 hours, 7 days a week