Important information for existing customers about energy bill support.

Customers may be impacted by a power outage due to extreme weather. If you rely on life support equipment, please follow your outage action plan, and in any emergency, call 000 immediately.

Find out more on Support for bushfire-affected communities. Please take care and stay safe.

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Support for bushfire-affected communities

^{January 2026}

Bushfires and severe weather events are impacting a number of communities across Australia right now, including fires in parts of Victoria and New South Wales.

We’re here to help all our customers in these communities and regions, who remain on alert.

Life support equipment

If you’re a customer who needs a continuous supply of power for life support equipment, we advise you to have your backup plans ready to go in the event there are power losses. Please contact us with any questions on 133 466 Monday to Friday, 8.00am to 7.00pm.

Stay safe

Please take care and stay safe. Make sure to heed all warnings and stay informed with news updates about the fires. We’ll continue to work closely with network distributors to monitor any impacts on your energy.

Remember, if it’s an emergency call 000. The latest information can be found through Victorian State Emergency Services and NSW Rural Fire Service webpages.

If you’re a residential customer having trouble paying your bill due to the fires, our EnergyAssist team is here to help you, with a range of options.

Our EnergyAssist hardship program (www.energyaustralia.com.au/home/bills-and-accounts/hardship-policy/financial-difficulties) helps residential customers in financial stress through flexible ways including payment extensions, payment plans and advice. You can call the EnergyAssist team directly on 1800 558 643 Monday to Friday, 8.00am to 5.30pm.

If you are a small business customer experiencing challenges due the fires, you can call 1800 146 749. Our team of business energy specialists is available Monday to Friday 8.00am to 6.30pm.

If you are a large business customer experiencing challenges due to the fires, please reach out to your account manager or our customer care team on 1300 362 466, Monday to Friday 9.00am to 5.30pm.

Outages and your distributor

If you’re currently experiencing an outage or have been impacted due to fires, please refer to your distributor’s website at www.aer.gov.au/consumers/who-is-my-distributor for the latest outage information. Your distributor is the company responsible for the pipes, wires and poles in your area. You can also find out who your distributor is on your bill – log in to My Account at www.energyaustralia.com.au/myaccount to download a copy.