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COVID-19 response

We understand our customers are concerned about the ongoing impact COVID-19 is having on their lives and we’re committed to continuing the protection from disconnection for any customer who contacts us.

The Australian Energy Regulator has provided further direction to all energy Retailers through its statement of expectations around support options for customers.

Read our Energy Queensland COVID-19 Safe plan (PDF 864.8 kb) 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.

Read more about how we can support you

Are you needing some additional support?

If you’re having trouble paying your bill, there are a range of options including rebates 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 almost 300,000 customers already using My Account.

If you have a query that isn't covered by our FAQ's or cant be completed in My Account, 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:

Let's work together. We're here to help. Stay safe and stay informed.