Kimberley floods customer support

If you live in any of the towns above that were directly affected by the floods, you may be eligible for the flood relief package.

The immediate support available includes:

• all existing charges incurred in your current billing cycle will be cancelled
• any outstanding debts incurred prior to your current billing cycle will be forgiven
• you won't be charged any new electricity daily supply charges until April 2023
• if you have a prepaid meter, accrued emergency credit will be waived

There’s nothing you need to do. We will automatically apply these changes to your account and any credits or waivers will appear on your next bill.

Moving forward, you will continue to be charged for the electricity that your property consumes and you can learn more about these charges here.

You must be located in Fitzroy Crossing, Camballin, Looma or Yungngora to qualify for the flood relief package. However, depending on your circumstances we may be able to help.

For example, if you're providing free accommodation for flooding evacuees or your business has been negatively impacted in some way, you should get in touch to discuss your situation.

If you’re having trouble paying your bill, we also offer flexible payment plans and extensions and will temporarily waive any late fees. We will consider assistance on a case-by-case basis.

Contact our local support team on 1800 931 207 or submit an online enquiry.

The flood relief package is available to local businesses located in Fitzroy Crossing, Camballin, Looma and Yungngora.

Support for businesses located outside these areas will be provided on a case-by-case basis. We recommend you submit an online enquiry or call us on 1800 931 207 to discuss your situation.

It’s important to note that Government organisations and subsidiaries of large state or national companies do not qualify for the Kimberley flood relief package.

If you live in a town directly affected by the floods (Fitzroy Crossing, Camballin, Looma and Yungngora), we've wiped all existing emergency debt from all prepayment accounts. This means that those accounts will either go back to:

• zero credit (if they had gone into negative credit prior to the floods) or
• the amount of credit that was against the relevant account prior to the floods

Also, prepayment customers will only need to pay for any energy consumed and you will need to add credit to your prepaid meter as you normally do. Daily supply charges won’t be applied until April 2023. Learn more about how these charges work.

There’s nothing you need to do and we will automatically apply these changes to your meter.

If you’re having trouble locating a recharge facility or using our app to add credit to your meter, please contact us on 1800 447 707.

If you live in an area of the Kimberley that was not directly affected by the floods but are providing housing for displaced family and friends, there may be support available. We will consider assistance on a case-by-case basis, so it's important to get in touch with us early.

Get in touch with our local support team on 1800 931 207 or submit an online enquiry. We will consider assistance on a case-by-case basis, so it's important to get in touch with us early.

No – the electricity your property consumes will be charged as normal, however you may be eligible for immediate support with your bill.

The flood relief package provides immediate financial relief for customers who live in a town directly affected by the floods, with additional support provided to customers in other Kimberley towns on a case-by-case basis.

If you have a question about the assistance available, get in touch with our local support team on 1800 931 207 or submit an online enquiry.

If you've been affected by the floods and are struggling to pay your bill – please get in touch.

We offer flexible payment plans and extensions and will temporarily waive any late fees. Requests for additional support will be considered on a case-by-case basis.

We are providing additional support to Kimberley customers on a case-by-case basis – so please get in touch to discuss your situation.

Call our local support team on 1800 931 207 or submit an online enquiry.

Log in or Register with My Account or our mobile app to download a copy of your bill. If you’re having trouble logging in, call our local support team on 1800 931 207.

If you’re having trouble locating a recharge facility or using our app to add credit to your meter, please contact us on 1800 447 707.

You may experience a short delay with receiving your next bill (up to two weeks) while we’re busy applying the flood relief credits and waivers to eligible accounts in flood affected towns.

Bills issued for charges incurred in your current billing cycle will have the flood relief package credits and waivers applied. 

No. The flood relief package is designed to provide you with immediate financial relief with your electricity bill and cannot be refunded or transferred to another account.

Daily supply charge (the cost to have power available at your property)

This is the daily cost that you pay in order to receive power to your property. The cost is a fixed daily amount which is based on your current electricity tariff, calculated across the supply period (approximately 60 days).

Under the flood relief package, we’re waiving the daily supply charge for eligible customers until April 2023.

Energy consumption charges (the cost of the energy you use)

It’s important to note that you will continue to be charged for the electricity your property consumes, which varies, depending on the number of units of electricity you’ve used in the supply period and the cost per unit (which depends on your tariff).

Learn more about the different parts which make up your energy bill.

Flood affected properties may need to be disconnected and electrical repairs completed before these properties are safe to reconnect to the network. Contact a WA Licenced Electrical Contractor to inspect and repair the damage. You’ll need to arrange this work at your expense.

Read our step-by-step reconnection process to find out more.

If your property was damaged by the flood and requires electrical work to keep it safe - we'll waive all related disconnection, reconnection and meter related fees (if applicable) for up to 12 months. We'll also waive the cost to replace or repair a damaged meter.

If your property requires electrical repairs, contact a WA Licenced Electrical Contractor to inspect and repair the damage. You’ll need to arrange this work at your expense. Learn more about the process to get your property reconnected.