Bushfire assistance

Last updated: March 2, 2020

The thoughts of everyone at AGL are with our people, customers and communities impacted by recent devastating bushfire emergencies.

The scenes that we have all witnessed during this crisis have been distressing, but it has been heartening to see how the Australian community has rallied together. Our thanks go out to all the emergency services workers and volunteers who are working tirelessly to support Australians.

We're committed to doing what we can – not just now, but in the months and years to come – to help our communities recover and rebuild.

How we're supporting the bushfire relief effort:

For our customers
For volunteer firefighters and SES volunteers
For our employees and contractors
Media releases
More information

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Supporting our customers in affected areas

We paused bills and debt collection notices for customers in fire-affected areas; during this time customers may have noticed that they're unable to view up-to-date usage and billing information through our app and the 'My Account' portal. Once we receive advice from the state fire authorities that the threat in an area has passed, we automatically restart regular communications. We notify you via email or SMS when this happens.

We want to make sure your energy bill is one less thing to worry about. We can provide assistance, applying credits and waiving charges on your account in applicable circumstances. Simply call our dedicated Bushfire Relief Helpline on 1300 001 545 when you’re ready.

Financial hardship support

Tough times often lead to financial troubles. We’re here to support our customers through AGL’s Staying Connected program.

Get support

Supporting volunteer firefighters and SES volunteers

We want to thank all of the volunteer firefighters and SES volunteers for their bravery. They work tirelessly to save lives and homes, and without their heroic efforts disasters could be so much worse.

To say thank you we are offering a $150 credit (including GST) per customer on their electricity or gas bills – residential and small business.

When you have time, please contact us on 131 245 before 7 July 2020. Registered and active volunteer firefighters and SES volunteers can share their volunteer ID number over the phone to have the credit applied to their next bill.

Support for our people

With a third of our workforce working and living in regional communities, we’re taking active steps to help protect the health and wellbeing of our employees and contractors – especially those directly impacted by the bushfire crisis.

At all times, AGL employees, including their immediate family members, have free access to a confidential and professional counselling service.

We’re also matching our employee donations to the Red Cross, Salvation Amy and Wildlife Rescue Bushfire Appeals, to help our people support their local communities.

Support to help you recover

Traumatic events like bushfires are extremely challenging for those affected and the resulting stress can
make coping difficult.

If you need to talk through your experience, you can now call a dedicated bushfire recovery support
line on 13 HELP or 13 43 57 to speak with Lifeline at any time of day. A range of self-help tools is also available
at lifeline.org.au