Contact us 131 806

 

Last Update: Monday 17 March 2025

Flooding events are currently taking their toll on numerous towns and cities in Queensland and New South Wales. Red Energy is here to help.

Your safety is most important so remember to stay well clear of fallen power lines and phone your local distributor to report lines down or other dangerous situations. Your distributor information is listed below.

South East Queensland:

Electricity
Energex
131 962

Regional Queensland:

Electricity
Ergon
131 670

Hunter regions, Sydney and Central Coast:

Electricity
Ausgrid
131 388

Greater Western Sydney, Illawarra and the Southern Highlands:

Electricity
Endeavour Energy
131 003

All other areas in NSW:

Electricity
Essential Energy
132 080

For more information visit your state emergency website

We are monitoring the situation on a daily basis and will be supporting impacted customers and employees. If you have been impacted and you need help with your account please call us on 131 806 or contact us online here.

Frequently asked questions

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  • My power is out, what do I need to do?

    If you are experiencing a power outage, please call your local distributor. You can find the name of your distributor on your electricity bill. If you are still unsure we have provided phone numbers above or you can enter your postcode here.

  • Who do I call if the weather has caused damage to my property or the powerlines?

    If you are experiencing a life-threatening situation, call 000 immediately.

    For non life-threatening flood or storm situations, you can call your State Emergency Service.
    QLD SES
    NSW SES

    If you are safe and the weather has caused damage to the powerlines near your property please call your local distributor. You can find the name of your distributor on your electricity bill. If you are still unsure we have provided phone numbers above or you can enter your postcode here.

  • What do I do about a gas outage or leak?

    If you have a gas outage or suspect a leak please call your gas distributor. You can find your distributor on your gas bill.

    QLD
    Australian Gas Networks - 1800 427 532
    Allgas - 1300 763 106

    NSW
    Jemena - 131 909

  • I use a life support machine, what if my power goes out?

    If you or someone in your household is a user of life support equipment and is unexpectedly left with no electricity or gas, the first thing you must do is contact your electricity distributor or gas distributor and explain that the property requires a supply of energy for life support equipment. You can find the name of your distributor on your electricity bill. If you are still unsure we have provided phone numbers above or you can enter your postcode here.

    To help in the event of an unplanned interruption we recommend you have an action plan handy that includes:

    • All necessary phone numbers in writing, secure in a safe place, including: your doctor, nearest hospital, an emergency contact and your local distributor and energy retailer.
    • Ensuring that back up batteries to your life support equipment are always charged.
    • Ensuring that any back up oxygen tanks are full.
    • Ensuring you have a power bank that is fully charged at all times for your mobile phone.
    • Talking to your medical practitioner for any additional advice that applies to your life support equipment.

    Here is a sample action plan. To register for life support protection call us on 131 806 or contact us here.

    We are available Monday to Friday 8.00am to 8:30pm. Saturday 9.00am to 5:30pm (AEST/AEDT)

  • I'm experiencing financial hardship, can Red Energy help?

    We are here to help. Please contact our Customer care team on 1800 723 749 or via email on [email protected]. We will discuss your situation and find a solution that works for you. Click here for extra information.

    The Customer Care team is available Monday to Friday 8.00am to 6:00pm (AEST/AEDT).

  • What payment-relief options does Red offer?

    We understand this is a difficult time and we're here to help. Please contact our Customer Care team on 1800 723 749 or via email on [email protected]. We will discuss your situation and try to find a solution that works for you. Click here for extra information.

    The Customer Care team is available Monday to Friday 8.00am to 6:00pm (AEST/AEDT).

  • I scheduled to have my power connected/disconnected, will that be
    cancelled?

    No connections or disconnections will be going ahead in the affected areas while it is unsafe. If you are unsure if this applies to you, please call us on 131 806.

    We are available Monday to Friday 8.00am to 8:30pm. Saturday 9.00am to 5:30pm (AEST/AEDT)

  • Why does the mobile-app say I was using electricity during a power outage?

    We receive usage data remotely, from your smart meter. Sometimes, if actual usage data is not available, we are sent estimated usage data instead.

    If you have been affected by a power outage and noticed this in the mobile-app, please be assured that adjustments will be made when we receive revised data.

  • Will my gas bill be impacted by the outage?

    We may receive estimated reads until it is safe for a meter reader to visit your property. Adjustments will be made once we receive revised data.

  • My insurance company needs confirmation of a power outage at my property. What should I do?

    Your insurance company may require you to provide information from your electricity distributor providing confirmation of the power outage.

    If your electricity distributor is Energex, you can obtain a confirmation letter by submitting an Insurance letter request form.

    If your electricity distributor is Essential Energy, you can obtain a confirmation letter by submitting the Customer Incident Investigation Form.