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Energex is in charge of building and repairing all the pieces that make up the power grid in South-East Queensland, including Brisbane and the Gold and Sunshine Coasts. We'll go through the contact details you might need, as well as how what they do isn't the same as retailers like AGL or Energy Australia.
Energex contact information
There are a few different ways to get in touch with Energex, depending on your purpose.
- General enquiries. 13 12 53 (7am to 5:30pm weekdays).
- Electrical emergencies. 13 19 62 (24/7).
- Power outages. 13 62 62 (24/7).
If you have problems hearing, contact the National Relay Service on 13 36 77 (teletypewriter) or 1300 555 727 (speak and listen), and then request Energex's regular contact number, 13 12 53.
For general enquiries or complaints, you can use the Energex contact form. You can expect a response within 5 business days.
What to do in a power outage
If your house suddenly loses power, follow these steps:
- Has there been an emergency? For fallen powerlines or electric shocks, use Energex's emergency line on 13 19 62. If people have been injured or hurt, request emergency aid via 000.
- Check for outage reports. Energex has a list of outages it updates every 15 minutes that can be searched, or sorted by suburb and council. These will list how many people have been affected plus the cause of the outage, if known.
- Report it. If the outage isn't listed, you can ring up Energex on 13 62 62 or lodge a power outage report using this form. They'll work on fixing it as quickly as they can.
Severe weather can cause outages and delay the restoration of power. Energex provides a lightning tracker tool so you can see where lightning has struck and how it might be affecting power efforts.
Who is Energex?
Energex is a power distributor that covers most of the urban centres in the South-East of Queensland, building and maintaining infrastructure that provides electricity to 3.4 million residents.
Energex was corporatised in 1997. It was merged with Ergon Energy under parent company Energy Queensland by the Queensland state government in 2016, which has its headquarters based in Townsville.
How is Energex different to Energy Australia, AGL, and other retailers you might find on your bill?
As a distributor, Energex is responsible for the power supply network - the physical poles and wires that form the electricity grid - but not power generation or retail. Energy Australia, AGL, and other companies are retailers, who offer energy contracts to customers.
These retailers purchase power from the network at a wholesale price, and then resell it to their customers with the energy contracts, rates, and tariffs you're used to seeing. Retailers aren't involved in maintaining or building the power network, unlike Energex.
You should only contact Energex about network issues, such as power outages or supply problems. They won't be able to help you with questions about your energy bill or electrical problems in your home, which are the business of retailers or electricians.
What areas are serviced by Energex?
The Energex network covers an area of roughly 25,000 square kilometres in South East Queensland. It stretches all the way from the northern border of NSW to the Gympie region in the north, and includes major population areas like Brisbane, Gold and Sunshine Coasts, Ipswich, Redlands, Logan, and Moreton Bay.
Energex borders Essential Energy in the south, a NSW distributor that services a few towns on the NSW-Queensland border. The other power distributor in Queensland is Ergon Energy, a government-owned distributor that serves the regional parts of the state.
