Home Energy Emergency Assistance Scheme

The Home Energy Emergency Assistance Scheme (the scheme):

• is for Queensland households experiencing problems paying their electricity or reticulated natural gas bills as a result of an unforeseen emergency or a short-term financial crisis that has occurred within the past 12 months
• is a one-off emergency assistance to help with paying your home energy bills
• pays up to $720 once every 2 years.

Eligibility

To be eligible for the scheme you must be responsible for paying the outstanding bill and meet 1 of the following:

• hold a current concession card
• have an income equal to or less than the Australian Government’s maximum income rate for part-age pensioners (contact Services Australia or the Department of Veterans' Affairs for details of the maximum income rate), or
• be part of your energy provider's hardship program or payment plan.

You must also have experienced:

• a substantial decrease in your household income (e.g. loss/decrease of employment hours, family separation), or
• high unexpected expenses on essential items.

We may ask you to provide documents or receipts for repairs/purchases to verify this information.

Reasons for ineligibility

The following reasons are not eligible under the scheme.

Decreases in household income that are not eligible

• Decreases of income that are not substantial (e.g. under $100 per fortnight).
• Decreases of income that started over 12 months ago.
• Centrelink payments that are decreased due to deductions or penalties.
• Income below the cost of living (ongoing hardship).
• “In and out” short-term casual or seasonal work.
• JobSeeker payments that are decreased due to reductions in the coronavirus supplement.
• JobKeeper payments that are decreased due to planned reductions.

Unexpected expenses that are not eligible

• Phone, internet, rates, water and other expected bills.
• Rent arrears and costs of additional persons moving into the household.
• Standard regular car service, registration or insurance.
• Purchase of furniture, TV, computer, microwave, freezer or kitchen appliances.
• Cumulative pharmaceutical expenses.
• Associated funeral costs, such as travel and accommodation.
• School/education expenses.
• Travel costs to see sick family/relatives.

How to apply

Follow these steps to apply:

1. For more information, or to start the application process, contact your energy provider. They will consider all the eligibility criteria and provide you with an application number that you will need before completing the online application.
2. Using that application number, complete the online application form.
3. Your application will be assessed and, if successful, your electricity or gas provider will receive the one-off payment to pay for your account.

Helpful resources

• The Medical Cooling and Heating Electricity Concession Scheme provides concessions for people who have specific medical conditions requiring the use of an air-conditioner to regulate their body temperature.
• Electricity and gas rebates are available to eligible households.