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Support for those affected by bushfires

The impact of bushfires across NSW has been devastating and our thoughts are with those affected. 

Consumers and small businesses impacted by bushfires will require assistance with a range of issues, potentially including energy and water problems. For instance, they may need:

  • additional time to pay their bills
  • a break in a current payment plan owing to their changed circumstances
  • help with reconnection of supply or meter replacement.

Energy provider assistance

Energy retailers are offering support for bushfire victims so please contact the relevant retailer directly to discuss how it can help. 

Information about reconnection of supply is available on energy distributors’ websites:

Water provider assistance

Water providers may also offer payment extensions and other assistance to bushfire victims. Please contact the relevant provider directly to discuss how it can help. 

How we can help


Residential energy customers, small business operators and government or community workers assisting those affected by bushfires, can contact us at any time for advice. If you have already contacted the relevant energy provider or water providers in our jurisdiction and are not satisfied with its response, you can contact us to lodge a complaint


Contact us for enquires and complaints related to water members in our jurisdiction. These include the large water providers Sydney Water, Hunter Water, Shoalhaven Water and Water NSW.  See the full list of our water provider members. Complaints about the service offered by other water providers such as local councils can be directed to the NSW Ombudsman

We will prioritise enquires and complaints related to the bushfires.

Outreach assistance 

We can also provide targeted outreach to affected communities. Government and community workers who feel their community could benefit from face-to-face assistance should email

Government and community support

The NSW Government has announced a range of support services for people and businesses impacted by the bushfires. Visit Service NSW to learn about assistance for bushfire affected communities. Visit the NSW Small Business Commissioner for support services for small businesses.

If you need urgent help with living expenses, including electricity and gas bills, there are community organisations that can help.

If you speak a language other than English, the Rural Fire Service has translated factsheets with information about bush fires.