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Hardship policy

At Queensland Electricity, we understand that financial circumstances can make it difficult to pay your energy bill on time. That's why our Energy Account Support and Enquiries (EASE) team provides access to financial services and support options for your account.

Concessions, grants and rebates

Select a service to learn more.

Community Ambulance Cover Levy

Electricity Concession

Electricity Life Support Concession

Home Energy Emergency Assistance Scheme (HEEAS)

No Interest Loan Scheme (NILS)

Additional details on these services are available through the Queensland Government's Department of Communities.

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Community Ambulance Cover Levy

The CAC levy helps provide a secure funding base for the Queensland Ambulance Service. The levy is collected by electricity retailers and suppliers on behalf of the Queensland Government, and applies to most Queensland residents (some customers are exempted, such as selected pension concession cardholders).

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Electricity Concession

A rebate on the cost of electricity supplied to selected concession cardholder homes. The rebate equates to an approximate total of $190 per year, and is available for concession cardholders who have registered their principal place of residence with an electricity retailer. The concession is available only to one residence per cardholder.

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Electricity Life Support Concession

Paid quarterly, this concession applies per machine for eligible users of an oxygen concentrator or kidney dialysis machine. The concession assists with electricity costs and is available to those using home-based life support systems in accordance with eligibility criteria determined by Queensland Health.

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Home Energy Emergency Assistance Scheme (HEEAS)

This 17.5% discount on electricity costs is available between 1 November - 30 April.

Helps low-income households during a financial crisis. If you are experiencing difficulty paying your energy account, HEEAS can provide once-off emergency support when you need it most.

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No Interest Loan Scheme (NILS)

NILS provides a means for purchasing essential household items such as fridges, washing machines and medical appliances. The loan scheme primarily supports people whose sole sources of income are government benefits.

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Other services

Community Buying Services

There are various community buying services that can help people experiencing financial hardship. Community Buying Services can help locate the best available market price for essential household items such as washing machines, dryers or fridges. These services are available through various community groups for people currently experiencing financial hardship.

Financial Counsellors

Financial counselling and support is just one phone call away. Our EASE team can provide you with free access to independent financial counsellors if you experience hardship or financial difficulty. Or you can search for a financial counsellor in your area.

Payment Assistance

Queensland Electricity accepts a range of bill payment options:

• Online payment
• BPAY
• Direct debit
• Centrepay
• Cheque
• Payment at Australia Post

If you're finding it difficult to pay your energy bills on time, just let us know. Our EASE team can provide alternative payment options and payment plans customised to help you. We will personally assess your situation, helping to establish a fair and affordable payment solution to put your energy account back on track.

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How to contact Queensland Electricity's EASE team

To apply for energy concessions or services simply call our EASE team on 1800 989 321.

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