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Payment extension

Need more time to pay your bill?

If you’re having trouble paying your bill by the due date we have a range of options to help you get back on track and ensure the power stays on.

When we’ll need to speak to you

In some cases we’ll need to speak to you over the phone to assist with your payment extension request. Please call to speak to one of our friendly team members on 13 10 46 if you:

  • have been disconnected or received a disconnection warning
  • have previously requested a payment extension on your current bill
  • have a bill over $3000
  • have any outstanding amounts from previous bills
  • have a bill for a security deposit
  • have a direct debit from a bank account or credit card on the account

We are currently experiencing a higher number of calls. This means it may take a little longer to answer your call. If one of the above conditions applies to you, you can submit an online request. Due to the impact of COVID-19, at this point we’ve put on hold all disconnection activity for unpaid bills.

Request a payment extension 24/7

If you don’t have any of the above, you can request a payment extension 24/7 via:

My Account online

Request a payment extension quickly and instantly online via My Account.

Prefer not to login? Use our quick and easy online form.

You can request a new date to pay your bill in full. You can also request to pay your bill in weekly or fortnightly instalments between now and your extended due date.

Our automated phone system

Simply call 13 10 46 and follow the prompts. You'll need to:

  • Have your 8 digit account number handy, which can be found in the top right hand corner of your bill.
  • Have the date you can pay your bill in full by (must be a week day).

To obtain an extension via this system, the maximum extension dates are as follows-

  • 5 weeks from original due date for monthly bills
  • 8 Weeks from original due date for quarterly and final bills

Customer Assist

If you've been affected by a significant life event or are experiencing ongoing hardship, you may be eligible for our Customer Assist program. On the program we’ll help you understand and reduce your energy usage, and work with you to develop a personalised payment plan. Find out more about Customer Assist.

SmoothPay

Once you’re on top of your bill and have no outstanding balance, SmoothPay allows you to take control of your future bills by making regular, consistent payments to your electricity account each week, fortnight or month. It means you know how much your payments will be and when they are due, helping you plan your budget. To setup Smoothpay, please call us on 13 10 46.

Home Energy Emergency Assistance Scheme

The Home Energy Emergency Assistance Scheme (HEEAS) helps customers experiencing problems paying their energy bills as a result of an unforeseen emergency or short-term financial crisis within the past 12 months. Find out more about HEEAS here.

Electricity Rebate

We offer an electricity rebate to customers on behalf of the Queensland Government to assist with the cost of electricity.

The rebate is available for eligible pensioners, seniors, health care card holders and asylum seekers and is applied as a daily amount, which is then paid to you in instalments through your electricity bill. The exact amount of the rebate paid on each bill will depend on the number of days in each billing period. Find out more here