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COVID-19 response

We understand our customers are concerned about the impact COVID-19 might have on their lives, so from 18 March 2020 we won’t be disconnecting customers or turning power off.

As the response to COVID-19 escalates, the Queensland Government is supporting us with our efforts to minimise the impact on customers in financial difficulty. The latest Media Statement provides additional information on the support provided for residential and business customers.

If you’re having trouble paying your bill, there are a range of options to help you get back on track and ensure the power stays on.

One of the best ways to manage your energy payments is through My Account. It’s quick and easy to register and gives you 24/7 access to all your account info on any device so you can pay bills online, learn more about rebates and get payment extensions without a phone call. There are already more than 145,000 customers using My Account.

While we’ll continue to do everything possible to keep things business as usual, this is an extraordinary event, so there may be cases when our response times could be affected. This means it may take longer to get through to us on the phones, or for teams to get to non-critical jobs.

If you have a query that My Account doesn’t cover, and it’s not an urgent matter, please send us a message via Facebook or Messenger and we’ll get back to you as soon as we can.

Otherwise, our customer service teams can help during business hours Monday-Friday:

Please bear with us – this is a tough time for Queensland and all Australians, and we’re doing all we can to make it easier to get through, together.