Weather events
We’re thinking of our customers and the communities impacted by these events and are here to provide support. Learn what emergency support we can provide and how to report energy faults below.
How we can help
We're monitoring the situation closely and are here to help you through this difficult time. We have a range of support options to suit your circumstances and financial situation.
You can chat with us in My Account or the AGL app. For further support, contact us.
Hearing and impaired customers (TTY)
For hearing and impaired customers,
call 133 677 and quote '1300 664 358'.
Interpreter services
To access interpreter services,
call 1300 307 245.
Customer support options
If you’re having trouble paying your bills due to extreme weather, you can:
- Request more time to pay your bill or break your bills into smaller amounts with an instalment plan or payment arrangement. Get started or learn more about how payment extensions and instalment plans work.
- Set up a tailored support program relevant to your needs with our hardship program. Find out more about financial hardship assistance.
If your business is experiencing financial hardship due to extreme weather, please call us on 133 835 to discuss your payment extension and instalment plan options.
Safety first
Your safety is important to us.
For life-threatening emergencies, including fires, call 000.
For assistance during severe weather events such as floods, storms, landslides, tsunamis or earthquakes, call SES on 132 500. Learn more about when to call SES here.
If your home or business is close to an impacted area, please follow the advice of local authorities. For up-to-date information on incidents and warnings in your area, visit:
Reporting faults
Electricity or gas faults
Please report any electricity or gas faults to your distributor. Their website will have updates on power outages and issues in your local area, as well as advice on what to do in certain situations.
For concerns about power outages, gas leaks or disruptions to life support, visit Emergencies, outages and faults.
Internet or mobile faults
If you’re experiencing internet or mobile outages, call us on 131 245.
Support to help you recover
Extreme weather events can be traumatic. For crisis support, call Lifeline anytime on 13 11 14.
A range of support is also available at Lifeline’s Support services for natural disasters.
