Contact us 131 806

Last Update: Tuesday 18 November 2025

Emergencies like fires, floods and cyclones can turn lives upside down. If you’re dealing with a crisis, or preparing for one, we’re here to help you stay safe and supported. Whether your power supply has been disrupted or you’re facing financial hardship, this page offers guidance, resources, and ways to get help when you need it most.

Quick links

In case of an emergency

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

In a life-threatening emergency, call 000 immediately.

For property damage caused by an extreme weather event, call the SES on 132 500.

For outage information, call your distributor.

Stay informed about weather conditions and alerts by visiting The Bureau of Meteorology.

For billing and account help, Red Energy customers can call Red on 131 806 or contact us online here.

Electricity and gas distributors

In an emergency, if you experience a power outage, fallen powerlines, a gas leak, or damage to energy infrastructure that presents a safety risk, you should contact your electricity or gas distributor. Distributors are responsible for the physical energy network, including wires, poles, meters, and pipelines. Therefore, they are the appropriate contact for such issues, not for billing or account inquiries. You can find your distributor on the first page of your bill, under Faults & emergencies.

State Emergency Services (SES) - Call 132 500

For non-life-threatening emergencies such as floods, storms, or other natural disasters, contact the State Emergency Service (SES). They can assist with issues like fallen trees, damaged roofs, or sandbagging to prevent water damage.

Guides and Resources

Extreme weather or disasters can pose significant risks to lives and property. These guides provide essential resources and safety steps to help you prepare for and respond to fire, flood, and cyclone events.

Prepare an emergency kit in advance for any potential disaster. For guidance on assembling a ‘grab & go’ emergency kit, visit getready.qld.gov.au/emergencykit.

Billing and payment assistance

Natural disasters can be incredibly stressful, and we’re here to help. We offer care and flexibility to our customers affected by these events. If you need assistance with your bills or payments due to a natural disaster, please call us on 131 806.

You can easily access your account by downloading the Red Energy App on your phone or logging into MyAccount on your desktop.

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 on 132 500.

    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 above or on your gas bill.

  • 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 go ahead in areas that have been deemed 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 Red Energy 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 Red Energy 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?

    If your insurance company requires you to provide confirmation of a power outage, you will need to submit a claims form with your electricity distributor. To help, we have provided the incident investigation forms for each distributor below.

    Victoria

    New South Wales

    Queensland

    South Australia

    Australian Capital Territory