Help made for you

We know many Queenslanders have been doing it tough, with the recent floods in the north as well as the rising cost of living.

We understand you may be experiencing unexpected financial pressure and we're here to help.

Flood affected customers in North Queensland

If you’ve been impacted by the recent floods and are experiencing financial difficulties, please get in touch with us on 13 10 46. With many of our team living and working in North Queensland, we understand what you’re going through and are here to support you with a range of assistance to ease the stress.

We can:

  1. Provide Flexible Payment Plans and Hardship Assistance
  2. Provide Information on government rebates, concessions and grants
    Including the Queensland Government Electricity Rebate and the Home Energy Emergency Assistance Scheme (HEEAS)
  3. Process refunds of credit
    If your account is in credit, we can process an urgent refund to provide access to additional funds for immediate expenses.
  4. Provide information on external assistance i.e. Government disaster relief and financial assistance
    Eligible customers affected can get access to Government assistance payments to cover essentials such food, medications, lost (uninsured) household contents and temporary accommodation. Some grants will also cover the cost of repairs and reconnection of essential services, such as gas, water, electricity and sewage. Assistance is also available to businesses and industries.

    5. For more information on available Government grants and assistance and how you can apply see: 

As locals ourselves, we stand with you.

Stay safe and take care.

Help made for you

If you simply need some additional support with managing your energy costs and bills, please call 13 10 46 Monday to Friday, 8:00am - 5:00pm. Our team can:

  • help you work out what you can afford to pay, based on your current financial situation and future energy needs
  • work with you to develop a personalised payment plan that outlines regular payments
  • help you reduce your electricity usage
  • let you know if you're eligible for any government rebates, concessions, grants and services
  • suggest where you can get further financial assistance
  • help you to register for our Life Support program.
  • provide personalised guidance and payment plans through our Customer Assist program if you're experiencing ongoing financial difficulties
  • support if you're affected by Family Violence.
Read more about our support programs.

Check if you're eligible for a concession

Electricity Rebate

You may be entitled to the Queensland Government electricity rebate if you hold an eligible government issued card and meet certain eligibility criteria. Learn more about eligibility and how to apply for the rebate.

Low Income Household Rebate (New South Wales)

The Low Income Household Rebate is available for eligible customers on behalf of the New South Wales Government, to assist with the cost of electricity.

Home Energy Emergency Assistance Scheme

The Home Energy Emergency Assistance Scheme is for Queensland households experiencing difficulties paying their electricity as a result of an unforeseen emergency or a short-term financial crisis. It is one-off emergency assistance to help with paying home energy bills and pays up to $720 once every 2 years. Read the full eligibility details to determine if you qualify for the scheme and how to apply.

Medical Cooling and Heating Electricity Concession Scheme

If you have a chronic medical condition that is aggravated by changes in temperature, you may be eligible for a concession under the Queensland Government's Medical Cooling and Heating Electricity Concession Scheme.

Manage your home energy use

Extra activity and time spent at home could impact your energy use. We have a range of tools and calculators available to help you manage these changes. You can track your usage to manage your costs and identify areas where you can reduce your energy use.

Dive in and start your journey to a more energy efficient home today!

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Manage your home electricity use
Find out how

Take control with a smart meter and My Account

If you have a smart meter you can access smart features in My Account, putting more choice and control in your hands. With My Account and a smart meter you can:

  • Check you’re on the best tariff rate
  • Set up budget alerts
  • Discover insights and savings opportunities
  • Track exports if you have rooftop solar
  • View your use and costs over hourly, daily, weekly, monthly and yearly periods.

Learn more about My Account and smart meters.

Check out your tariff options

We’re here to help you to take control of your power bills, and a big part of that is understanding the tariffs you use. Our range of tariffs gives you the power to choose the type of supply you want.

Primary tariffs provide a constant supply of power:

  • General supply tariffs - Our most common tariff for residential customers is Tariff 11. General supply tariffs allow you to pay for what you use at a flat rate throughout the day and night
  • Time of use tariffs - Tariff 12B & Solar Soaker (Tariff 12C). There are different prices during specific periods of the day (peak, off-peak & shoulder). These tariffs could be beneficial if you're able to shift usage to off-peak periods
  • Demand tariffs - Tariff 14A & Tariff 14B. You pay for what you use at a flat rate throughout the day and night, plus a demand charge. These demand charges are based on the maximum amount of power used within a 30 minute period between 4-9pm. These tariffs could be beneficial if you're able to minimise peak demand between 4 - 9pm each day.

Secondary tariffs supply power for a minimum number of hours each day:

  • Economy tariffs - Tariff 33 & Tariff 31. These tariffs are great for appliances such as hot water systems & pool pumps that don't need constant supply of power. They are cheaper because Ergon Energy Network control the times when power is available.

Check out if you're on the best household tariffs to suit your needs.

Paying your bill

Whether you're looking for flexible payment options or some extra time to pay your electricity bill, we've got a solution for you.

Payment options

We have a range of payment options you can choose from.  You can make a credit or debit card payment online, use BPay, or credit card by phone.

Flexible payment options

If you’re looking for flexibility in paying your bill we have a range of great options to suit your needs.

  • Direct Debit gives you the flexibility to pay weekly, fortnightly, monthly or quarterly with payments transferred automatically from your nominated bank account
  • Centrepay is a free bill paying service provided by the Australian Government. You can use Centrepay to arrange regular deductions from your Centrelink payment to pay your electricity bill
  • SmoothPay allows you to make regular, consistent payments to your electricity account each week, fortnight or month. Giving you piece of mind by knowing how much your payments will be and when they are due. SmoothPay allows you to set & forget your payments by linking your SmoothPay with your preferred payment option (such as Direct Debit & Centrepay).

You can setup and manage Direct Debit and Centrepay via My Account. To setup SmoothPay please call us on 13 10 46.

Need more time to pay your bill?

If you need some extra time to pay your electricity bill, simply request a new payment due date. You can choose to pay your bill in full, or in weekly or fortnightly instalments between now and your extended due date. Find out how to request a payment plan.

Understanding your bill

Card-operated meters

Customers living in some remote communities in regional Queensland use power cards to add credit to their electricity meter. You can learn about power cards, tariff options and available rebates on our card-operated meter customers page.

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