If you're an Ampol Energy customer and have been directly impacted by ex-Tropical Cyclone Alfred, we’re here to help. More information is available here. Need to contact us? Call 13 14 04 or email customerservice@ampolenergy.com.au.

Emergency Information & Support

Safety First

Your safety is our top priority.

If you require emergency medical assistance during a power outage or any other emergency, please call 000.

Power outages and emergencies

If you’re experiencing the impacts of an extreme weather event or emergency, we’re here to help. If you have questions about outages or restoration of power following an emergency, your distributor is your best point of contact.

If you have questions about your electricity account, please contact our customer service team on 13 14 04 (Monday – Friday, 9am – 6pm Sydney time) or by emailing us at customerservice@ampolenergy.com.au. You are most welcome to contact us to discuss your situation, and we'll try to assist you the best we can in this difficult time. 

Financial support after ex-Tropical Cyclone Alfred

If you have been impacted by ex-Tropical Cyclone Alfred, you may be eligible for additional support. 

New South Wales 

The NSW Government is providing support for impacted areas.  

A personal hardship grant has been announced with payments of $180 for individuals and up to $900 per family. These are available through Service NSW. To find out more or see if you’re eligible, please visit Service NSW

The NSW Government has also increased Energy Accounts Payments Assistance (EAPA) limits for electricity and gas. Customers can find out more and apply for EAPA via Service NSW

Queensland

The QLD Government is providing personal hardship financial assistance for communities impacted by ex-Tropical Cyclone Alfred. You can find more information and see if you’re eligible here.

Changes to billing and charges

We will not be issuing bills to customers in impacted areas within Northern NSW until 29 March 2025. This bill deferral period is intended to allow time for impacted customers to recover from the extreme weather event.  

We’ve also committed to, at a minimum, passing through any payment relief received from distributors.  

If, once you receive your bill, you need more time to pay your energy bill or the opportunity to pay any outstanding amounts in instalments, please contact our customer service team on 13 14 04 (Monday – Friday, 9am – 6pm Sydney time).

Moving house?

Following an extreme weather event, distributors in impacted areas are often focused on reconnecting customers who’ve lost power. If you're moving to a new premises in the aftermath of a weather event, there’s a chance your distributor may not be able to complete your move-in connection by your requested date. If you're not sure, please give us a call on 13 14 04 so we can confirm your likely connection date and see how we can help.

Have solar?

More information is available from your distributor:

South East QLD: Energex solar power safety guide

Northern NSW: Essential Energy solar power safety guide

More information and government resources

Services Australia: https://www.servicesaustralia.gov.au/natural-disaster-support?context=60042

NSW: https://www.service.nsw.gov.au/services/emergencies-and-natural-disasters

QLD: https://www.qld.gov.au/community/disasters-emergencies