2022 QLD & NSW Flood Disaster Response

The 2022 QLD & NSW Flood Disaster Response resource platform includes response packages, support and information available from TCP partners and other organisations across Australia. Below each sector is also a link to relevant industry insights from TCP's Disaster Planning and Recovery Collaborative Research Project which focused on the 2019 North Queensland Monsoon.

Thriving Communities Partnership work with organisations across Australia and not directly with customers. If you personally require support from any of the services below, please contact them directly. If your organisation has developed a disaster response that you would like to include on this page please send details through to contact@thriving.org.au

QLD & NSW Flood Disaster Response

Emergency Response

Local Disaster Management Group (LDMG) insights
Neighbourhood Centres insights

For immediate help or life-threatening situations: Call 000. For help with damage: Call the State Emergency Service on 132 500. For government assistance: Visit https://www.disasterassist.gov.au/ for available support. For mental health enquiries or people in crisis: Call Lifeline on 13 11 14. For insurance claims: Call the Insurance Council of Australia on 1800 734 621.

RED CROSS - In times of crisis, a fast response from trained teams makes all the difference. Red Cross emergency response staff and volunteers are on the ground in evacuation and relief centres, providing vital humanitarian support to people affected by the Qld and NSW floods. This includes providing psychosocial support and comfort to people feeling distressed, connecting people to support services, and registering people through our reunification service Register.Find.Reunite. so their loved ones know they’re safe. In the coming weeks and months, our teams will be there to support the long recovery process. 
If you need assistance, please visit: redcross.org.au or Donate to the Red Cross Qld and NSW Flood Appeal

FOODBANK - Foodbank has released a Partner Briefing which details their efforts in QLD and NSW provides updates on current challenges to their ongoing service delivery. Read More

Financial and Legal Assistance

Financial Counselling, financial capability, and community finance insights
Community legal services insights
Ombudsmen insights

MID NORTH COAST LEGAL CENTRE - Mid North Coast Legal Centre is based in Coffs Harbour and Port Macquarie. They offer FREE help to people in the Coffs Harbour, Nambucca, Bellingen, Kempsey, Port Macquarie and MidCoast (Taree) LGAs with civil law issues. Visit their website - www.mnclegal.org.au
If you have been impacted by flood or disaster and need legal advice about any of the following issues, they may be able to help:

  • Insurance
  • Debts
  • Employment law
  • Car of Traffic matters
  • Domestic or Family Violence
  • Other civil law legal questions

ENERGY AND WATER OMBUDSMAN NSW (EWON) - EWON provides free, fair and independent dispute resolution services to customers experiencing issues with their energy or water. They are currently prioritising enquiries and complaints related to the NSW floods and have created a webpage listing all available government and community agency support for flood-affected customers and small businesses in NSW.

LEGAL AID QUEENSLAND - Legal Aid Queensland has a Disaster priority phone line 1300 527 700. They can provide advice and assistance to individuals affected in Qld on issues including insurance claims, financial hardship and loans, family and criminal law. They are unable to provide advice to businesses.

NATIONAL DEBT HELPLINE - A not-for-profit financial counselling service that helps people tackle their debt problems. It is a free, independent and confidential service. Call 1800 007 007 to speak to a financial counsellor. Read More

NSW STATE GOVERNMENT - NSW floods - information and support services Read More

QUEENSLAND STATE GOVERNMENT - Helpful information regarding money and finance, housing and accomodation, physical/mental health and wellbeing, support for NFP organisations, support for people with vulnerabilities, rebuilding and cleaning up, resources and information in other languages and how you can help. Read More

SERVICE NSW - Service NSW provides access to a range of services for customers and businesses. This includes financial assistance such as relief packages, emergency services including information on evacuation and recovery centres, and other disaster assistance. Read More

THE NORTHERN RIVERS COMMUNITY LEGAL CENTRE - The Northern Rivers Community Legal Centre provides free and accessible legal services to communities in the NSW Northern Rivers region. They can assist with free legal advice and information on issues including: insurance claims, housing and leases, income, debt, domestic violence, parenting arrangements and destroyed documents such as wills. Their staff are collaborating with Legal Aid to provide free legal advice at Disaster Recovery Centres across the region. A link to the the disaster recovery Centres is here
For more information or to contact them, visit https://northernriversclc.org.au/ or contact them on (02) 6621 1000

LISMORE & DISTRICT FINANCIAL COUNSELLING SERVICE (LDFCS) – The LDFCS Flood Recovery Service provides personalised, long-term support for individuals, families and communities, who have been impacted by the flood disaster, and are struggling with financial hardship.  LDFCS can assist with: 

  • Navigating disaster assistance packages 
  • Managing personal finances post floods 
  • Providing options and advocacy around debt and mortgage stress 
  • Building connections with local community resources  
  • Accessing programs and services for mental health and emotional wellbeing 
  • Developing financial literacy 

For more information, contact them on (02) 6622 2171 or email fc@financialcounselling.org.au

Financial Services

Banking insights

ABA - The Australian Banking Association has provided a press release outlining possible assistances available to people affected by the floods in QLD and NSW. Read More

ANZ - A Natural disaster support package is available for customers impacted by the floods in South-East QLD and Northern NSW to get back on top of things. Customers can contact their ANZ Relationship Manager, or call the ANZ dedicated hotline on 1800 149 549.  ANZ insurance customers can call 13 16 14. Read More

CBA - CommBank is providing on-the-ground support for communities affected by the 2022 floods. Their CanGive Flood Appeal will match all donations dollar for dollar up to $500,000 to help customers back on the path to recovery. To donate and learn more, visit the CommBank Flood Recovery Page. CBA understand that each customer will have different needs and encourage those affected to discuss their individual circumstances with them. You can message them in the CommBank app, call 1800 314 695 or visit a branch.

NAB - NAB is providing $1,000 grants and additional financial relief measures including credit card and loan relief, concessional loans, moratoriums on home repayments and more to customers and colleagues affected by floods in QLD and NSW. Business and agriculture customers who have suffered damage or losses because of the floods are also eligible. Read More.
NAB customers who have suffered damage to their home and need assistance can call NAB Assist on 1300 308 132 or visit Disaster - NAB.
NAB is also donating $100,000 each to Queensland Fire and Emergency Services and NSW SES to help with their response and recovery efforts from the ongoing floods crisis. Read More

WESTPAC - Westpac has announced a $2 million fund to support flood impacted small businesses. Read More

  • Westpac consumer customers can apply online or call Westpac Assist on 1800 067 497. Business customers who need support can contact their Relationship Manager or call Westpac Assist on 1800 067 497.
  • St.George consumer customers can apply online or call St.George Assist on 1800 629 795. Business customers who need support can contact their Relationship Manager or call St.George Assist on 1800 629 795.

Read more on Westpac's disaster relief packages including links to hardship assistance

Direct links to hardship support for all Westpac brands:
Westpac: https://www.westpac.com.au/help/disaster-relief
St George: https://www.stgeorge.com.au/contact-us/financial-hardship
BOM: https://www.bankofmelbourne.com.au/contact-us/financial-hardship
BSA: https://www.banksa.com.au/contact-us/financial-hardship

ASIC - ASIC’s Moneysmart provides financial guidance and support to Australians affected by natural disasters. Information is available on crisis support, accessing financial hardship from a bank or lender, managing the insurance claims process, how to spot a scam, and support for small businesses, on the Moneysmart website and the What to do after a natural disaster factsheet.

LA TROBE FINANCIAL - La Trobe Financial has a dedicated Fund of up to $1 million to support eligible Queensland and New South Wales customers with access to $2,000 grants for the purpose of clothing, food and temporary accommodation.
To find out if you are eligible for help, or for further details, please call 1800 620 639, Monday – Friday 8:30am until 5:30pm AEDT. Or email MortgageHelp@latrobefinancial.com.au. Read More


Carers and support organisation insights
Mental health services insights

CARERS NSW - Carers NSW offers a range of information and advice about services, resources and support for carers in NSW that have been impacted by severe flooding. Read More


Insurance insights

IAG - Customers are encouraged to make contact as soon as possible if they need to lodge a claim, access emergency accommodation or request technical property assistance with a verified building specialist. Read More

SUNCORP - Providing assistance to insurance and banking customers. Read More

Telecommunications and Internet

Utilities and Telecommunication insights

TELSTRA - Telstra has activated a range of flood disaster relief packages for people in NSW and QLD including free Telstra Air Wi-Fi access where possible, one-off credit to help cover the cost of getting a fixed phone service back up and running, and 25GB data addition for prepaid and postpaid customers. Read More
All Telstra payphones are also currently free for calls around Australia. Read more
Call 1800 888 888, enter your phone or mobile number, and talk to Telstra teams to find out how they can help.


TRANSURBAN - Customers impacted by NSW floods are encouraged to call the Linkt Assist team on 13 33 31. Support may be available for more time to pay for toll road travel, payment plans, advising state enforcement groups and other toll road operators of your situation (with your consent), toll credit support* (for active Linkt accounts only). Read More *Toll credit support is available for customers to cover the cost of essential toll road travel, where taking a free alternative route isn’t reasonably possible.


Utilities and Telecommunication insights

AGL - AGL has a range of support options to suit their customers’ circumstances and financial situation. Visit Agl.com.au/floods or call them anytime on 131 245.

AUSGRID - Ausgrid is the electricity distributor for Metropolitan Sydney, Central Coast, Newcastle and the Hunter. Ausgrid is working to restore power to homes and business impacted by floods and are working closely with emergency services to support customers needing assistance. Information on assistance for customers affected by the recent severe can be accessed through the Flood Assistance page.
Ausgrid have introduced the March 2022 Flood Assistance Package to offer financial relief to customers who have incurred unforeseen costs from electrical repairs. Information for customers on reconnecting their property to the Ausgrid network if disconnected due to flooding can also be found here.
For the latest information relating to outages customers can visit the outages page on the Ausgrid website. We encourage all community members to be safe around electricity assets. Floodwaters can hide electrical hazards including powerlines. Always assume fallen powerlines are live, stay at least 8 metres away and call us 24/7 on 13 13 88.

ENDEAVOUR ENERGY - Endeavour Energy is the energy network powering Greater Western Sydney. Endeavour Energy is providing regular updates on its Flood Restoration Plan via its website (Flood Restoration Plan | Endeavour Energy) and Facebook page Endeavour Energy | Facebook. You can also find flood safety information, information on re-energising your home after a flood, and the support service available on their website.

ESSENTIAL ENERGY - Essential Energy has up-to-date information for customers and communities affected by the North Coast NSW floods, including regular updates on their work to restore power, the status of power outages in particular areas, information about reconnecting to their network after flooding – including the waiving of standard reconnection fees for affected customers, and information for electrical safety before, during and after floods.

MASTER ELECTRICIANS AUSTRALIA - Master Electricians Australia (MEA) is offering a community service in response to the QLD and NSW floods. Flood impacted consumers can call 1300 889 198 OR enter their details on https://masterelectricians.com.au/2022-flood-crisis. MEA then locates a local licensed electrical contractor (Level 2 ASP) and the electrical contractor calls the consumer and makes arrangements. MEA will locate a local electrical contractor (Level 2 ASP), and though the contractor does not need to be a MEA member, there is a guarantee that the home is serviced by a licensed electrical contractor, avoiding the potential for unlicensed works.

MOMENTUM ENERGY – Momentum Energy is offering various support and relief packages to customers that have been impacted by the QLD & NSW Floods. Support is available to affected customers in line with their Payment Assistance Policy.
Call 1300 662 778 (8am-7pm, weekdays) to speak to someone about how Momentum can help, or send an email to info@momentum.com.au. You can also find more information and resources on Momentum Energy's flood support here.

ORIGIN - Assistance is available for Origin customers on 13 24 61 or via their Live Chat platform available on the Origin website.
Assistance available includes:

  • Payment extensions
  • Payment Plans
  • Access to Origin’s hardship program (Power On) for impacted residential and small business customers.
  • Information regarding government grants
  • Debt waivers
  • Correspondence may be sent via SMS/email to avoid postal delays
  • Information about staying energy safe in a flood event

POWERSHOP - Customers impacted by the NSW floods have a range of support options available. Read More. 
Customers can reach out to Powershop on 1800 462 668 or contact here when they’re ready to discuss the options we can provide to help through these tough times.

SYDNEY WATER - Sydney Water can offer a range of financial assistance including flexible payment options, emergency relief, long-term support and referrals to other support services. Any customer, residential or business, experiencing payment difficulties should contact Sydney Water on 13 20 92 weekdays from 8.30 am to 5.30 pm or visit their website to see all assistance options.

SIMPLY ENERGY - Simply Energy has set up a disaster flood relief page https://www.simplyenergy.com.au/help-centre/policies-and-commitments/flood-relief for customers impacted by the QLD and NSW floods. Customers will find information for payment options, extended invoice periods and financial assistance. If you’d like to talk to them, please call 13 88 08 and they'd happy to assist.

UNITYWATER - Unitywater is offering a $50 flood rebate to customers whose properties were inundated by the recent floods. This is equivalent to the average amount of water a family of four uses in two weeks, or running a garden hose for eight hours straight. this rebate is intended to help cover the cost of water used for cleaning. 
Unitywater is continuing to work with the three councils across the Unitywater service area (Moreton Bay, Noosa and Sunshine Coast) to gather the relevant data and determine which of their customers were impacted. Below is a list of suburbs identified so far - https://www.unitywater.com/about-us/contact-us/flood-rebate

WATER NSW -  Affordability/hardship support is available to customers impacted by the NSW floods. Contact 1300 662 077 

General Resource

Local and National not for profit organisation insights
Small business services insights

ASK IZZY - A directory of community and social services across Australia. We are currently focussing our efforts to update services in the flood impacted areas to ensure that we have the most accurate and up to date service information available, including relief and emergency services. Read More 

GOVERNMENT MONEYSMART - Dealing with natural disasters. Read More

ORIGIN - Information regarding natural disasters, electrical power outages and gas leaks. Read More


Last updated 04.04.22 - 4:30pm

If your organisation has developed a NSW or QLD flood disaster response that you would like to include on this page, please send through the details to contact@thriving.org.au 

Share this Post: