COVID-19 Pandemic

COVID-19 pandemic resource platform that includes response packages, support and information available from TCP partners and other organisations across Australia. 

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 COVID-19 response that you would like to include on this page please send details through to

COVID-19 Resources

Financial and Legal Assistance

ASIC COVID-19 be Moneysmart provides guidance on how to look after yourself and your money if you are impacted by COVID-19. Energy Concessions Read More

AUSTRALIAN GOVERNMENT - Support for business, apprentices and trainees designed to support business investment, assist cash flow, keep employees including apprentices and trainees in jobs, and assist severely affected regions. Read More

CONSUMER ACTION LAW CENTRE - are continuing to support people experiencing vulnerability and disadvantage through COVID-19 by offering free Consumer Legal Advice Service dedicated Koori Help legal advice line and Community Worker Advice Service. Financial counsellors can be contacted on 1800 007 007 as part of the National Debt Helpline.

JUSTICE CONNECT - Up-to-date information for Victorian renters impacted by the COVID-19 pandemic including what happens if you fall behind in rent, and where you can get financial and legal help. Read More

NATIONAL DEBT HELPLINE 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

QUEENSLAND STATE GOVERNMENT - a range of services and programs offered through the Department of Employment, Small Business and Training (DESBT) and SBRC team to help small businesses and employees, including apprentices and trainees, to manage the impacts of the novel coronavirus (COVID-19) outbreak. The Queensland Government has announced it will provide a $200 rebate to offset the cost of water and electricity bills for Queensland households, which will be automatically applied through household electricity bills. Visit the State Government website for information. Read More    

SMALL BUSINESS FINANCIAL COUNSELLING - Financial Counselling for small businesses that have been affected by a bushfire or COVID-19. Free help is available from a financial counsellor. Read More

UNITING COMMUNITIES (SA) - Main services have transitioned to phone support including No Interest Loans – NILS, StepUP loans, Financial Counselling, Budget Support, Emergency Assistance Home energy assessments. Please call 08 8202 5840. Uniting Communities are also aiming to launch new programs using a digital platform including utilities literacy, home energy assessments, financial literacy and one on one support. Website

WESTJUSTICE - Legal advice and services via telephone and email communications. Offices are closed to the public during this time and most staff are working from home, with most face-to-face client services suspended (only essential face-to-face services are still being provided on a case-by-case basis).

Financial Services

AFCA - Support and information to individuals and small business financially impacted by the ongoing coronavirus outbreak (COVID-19). Read More

ANZ - Customer support services offering a range of support packages for home owners and business owners. Please be patient. Customer service centres are experiencing a high volume of enquries. Lodging customer service complaints will cause additional delays. Read More

BANK OF QUEENSLAND - Customer support and urgent access to a range of financial relief measures. Read More

COMMBANK Customer support services offered for customers affected by COVID-19 including defering loan repayments for up to 6 months and and product changes. Read More.

GREAT SOUTHERN BANK - Financial Assiatance packages to help those impacted by the COVID-19 situation and will help provide immediate relief to impacted members. Read More

NAB - Customer support measures for both personal home owners and business customers. To read more including changes to their everday banking services. Click Here 

WESTPAC - COVID-19 Customer Help Package that includes a range of measures to help personal and business customers, as well as information on the steps Westpac are taking to remain open for business while protecting people and customers. Read More


NSW STATE GOVERNMENT - Information and advice on COVID-19 (coronavirus) for community and businesses in New South Wales. Read More

QUEENSLAND STATE GOVERNMENT - Border restrictions information to reduce the spread of COVID-19 in Queensland. Read More

VICTORIAN STATE GOVERNMENT - Guidance on non-essential closures Read More


ASK IZZY - Online tool that can help peopleto find the services they need is now updated with information and services on COVID-19 - including clinics and testing locations. Read More

AUSTRALIAN BREASTFEEDING ASSOCIATION - COVID-19 information ans resources for families who are at risk of experiencing viral illness, including respiratory viruses such as the coronavirus. Breastfeeding Helpline is available 24 hours on 1800 686 268 with Breastfeeding Counsellors available to answer any questions or issues with breastfeeding and COVID-19. LiveChat, a service to guide people to find evidence-based information about breastfeeding. Local Groups Fact Sheets Read More

AUSTRALIAN GOVERNMENT - Coronavirus (COVID-19) health alert up to date information about how the government is monitoring and responding to the pandemic. Read More

AUSTRALIAN RED CROSS - Health and safety resources including simple ways you can protect yourself and help prevent the spread of coronavirus. Read More

DOMESTIC VIOLENCE VICTORIA - Information about family violence and COVID-19 and key referral contact details. Read More

HEALTH DIRECT - Symptom checker and health Information from the Australian Government plus a National Coronavirus Helpline on 1800 020 080. Read More

INSIGHT EXCHANGE (Domestic Violence Service Management) – Online reflection resource My Safety Kit for people who are or may be experiencing domestic and family violence, Read More,  and online resource Follow My Lead for people who are or may be responding to people who are experiencing domestic and family violence Read More.

NO TO VIOLENCE -  Incidents of family violence can increase during stressful periods and individuals experiencing family violence may be at greater risk due to home isolation. Men’s Referral Service 1300 766 491 is available 7 days for men who use family violence and to friends and family who are concerned about someone they know using family violence. There is also a daily online drop in session between 1-2pm for NTV members to ask questions and/or for NTV to disseminate information to service provider members. Read More

THE LOOKOUT - Family Violence FAQ and information about how a public health pandemic affects the occurrence of family violence. Read More

QUEENSLAND GOVERNMENT - Health information advice, latest news updates, how to take action and fact finders for novel coronavirus (COVID-19). Read More


IAG - Support measures for customers impacted by COVID-19. Read More IAG will be continually updating their response and these will be communicated through releases and on their brand websites:  NRMA, CGU, SGIO, SGIC 

Suncorp - Insurance relief for SME customers impacted by the coronavirus Read More

Telecommunications and Internet

INFOXCHANGE - Working from home resources specifically for the not-for-profit sector including a list of products and resources that will help people to continue to be productive. Technology Resources Cyber Security Measures

TELSTRA - Customer support including waiving late payment fees and additional data for customers. Read More


TRANSURBAN OPERATOR OF LINKT - Customer support for both on and off the road 

ACTEWAGL - Support & Advice including financial support for both residential and business customers Read More

AGL - Helping to keep the lights on with business as usual services, updated customer contact information due to COVID-19 disruptions and options to defer your bill due date or pay by instalments. Read More

AURORA ENERGY - Customer support program supported by a $5M Customer Support Fund specifically to help residential and small business customers impacted by the pandemic. Read More.

GREATER WESTERN WATER - Whether you are a resident living in our service area or operate a business in our community, if you need some assistance with your bill right now, City West Water are here to help. Read More 

CONSUMER POLICY RESEARCH CENTREEnergy Info Hub is a one stop shop for Victorian community workers and households to access independent, expert information on how to access the best energy offers, essential payment support options, as well as measures that help households manage energy use and minimise energy bill shock while spending more time at home. Read More

ENDEAVOUR ENERGY - COVID-19 customer services including help for customers in hardship. Read More.

ENERGEX - COVID Safe Plan information for people in Queensland. Energex want to answer questions and respond to issues as soon as possible. If it’s not an urgent matter, contact Energex via Facebook messenger or Twitter @Energex and they will get back to you as soon as they can. For life threatening emergencies – call 13 19 62 anytime to report things like fallen lines. Info on faults and outages ate also available on their Outage Finder

ENERGYAUSTRALIA - Hardship policy available for customers who are experiencing financial difficulty and details on how to reach them during COVID-19 and energy efficiency tips for working from home Here

ENERGY QUEENSLAND - COVID-19 Response with links to Ergon Energy Retail My Account Ergon Energy Network website Energex website Yurika website

ERGON ENERGY - Support for customers concerned about the impact COVID-19 might have on their lives. From 18 March 2020 Ergon Energy ceased disconnecting customers or turning power off. If it’s not an urgent matter, Ergon Energy can be contacted by Facebook or Facebook messenger and they will get back to you as soonas possible. Otherwise, their customer service teams can help during business hours Monday-Friday: 13 10 46 for residential, 1300 135 210 for business and +61 7 3069 4100 if you’re calling from outside Australia. Read More

ESSENTIAL ENERGY - Response and FAQ Essential Energy’s website has been updated with information about our COVID-19 response and frequently asked questions. Read More

EWOSA - Free independant advice for customers based in South Australia for energy and water. COVID-19 update

EWON - New Service updates including how services are delivered, making a complains and affordability assistance. Read More 

HORIZON POWER - Customer Support including a range of options that may be able including payment extensions and payment plans. Horizon Power can also help customers identify any concessions and rebates they may be eligible for and ensure these are set up on customer account. Contact Horizon Power on 1800 267 926 or visit our website.

JEMENA - The COVID-19 pandemic represents a challenge for the whole of the community and their thoughts are with those people who have been impacted. Customer support and safe reliable gas and electricity supply continues to be their top priority. Contact 13 19 09 for gas outages across the Jemena Gas Network in New South Wales and 131 626 for electricity outages impacting the Jemena Electricity Network in Melbourne’s north-west. Read More

MOMENTUM ENERGY – Tailored assistance is available for customers in financial difficulty. Customers can contact us via Momentum My Account or by calling 1300 662 778 (8am–6pm weekdays) Read More

ORIGIN ENERGY - Financial Assistance for customers and reassurance they continue to take action to ensure access to reliable energy supply. Read More.

POWERSHOP - Customer support options available as the COVID-19 situation develops and changes. Contact Freecall 1800 462 668 or visit their website

SA POWER NETWORKS - Balancing the need to ensure we keep our community and people safe, with the need to help keep the State running.  We will continue to undertake planned work, as it is critical to maintaining a reliable electricity network. However, we are reviewing the amount of work we do and how we communicate with customers so we can minimise the impact of associated power interruptions. Read More

SOUTH EAST WATER - Whether you need support paying your bill, or just handy ways to manage your payments, South East Water are here to help. Read More

SYDNEY WATER - Financial assistance, flexible payment options and referrals to other support services. Any customer experiencing payment difficulties should contact Sydney Water on 13 20 92 weekdays from 8.30 am to 5.30 pm or visit website to see all assistance options. Read More

THE ENERGY CHARTER - Customer Resources from Energy Charter signatories to ensure that customers and communituies have access to the right resources. Read More

UNITY WATER - Unitywater recognises that customers could be vulnerable during this time and that further support may be needed. If this sounds like you, please contact Unitywater to discuss your account with one of their friendly Payment Team specialists and they can provide a variety of flexible payment options to suit your needs. Read More

URBAN UTILITIES - Help paying your bill and a range of assistance options available for customers including payment extensions or flexible payment plans. Customers contact via website, via webchat, Facebook or Twitter; or by phoning our General Enquiries line on 13 26 57 (8am – 6pm weekdays). Read More

WANNON WATER - Customer support information is updated on their COVID-19 webpage. Read More

WATER NSWResponses that include information about dam and staff access and also links through to their debt management code of practice. Read More

YARRA VALLEY WATER - Extra support and flexibilty for customers experiencing financial pressure. Read More

General Resource 

AUSTRALIAN GOVERNMENT - Resources for the general public and industry about coronavirus (COVID-19) Read More

AUSTRALIAN GOVERNMENTChinese Resources written in simplified or traditional chinese for the general public and industry about coronavirus (COVID-19). Read More.

ETHNOLINK - Translated resources including critical health information for LOTE communities in 49 languages. Read More

OEPCP - At home tips and ideas to say connected and productive. Read More

NCOSS - Community sector resource including latest latest health advice, how to plan for isolation, work health and safety, service continuity during a pandemic, impact on people with disability and disability services, legal advice and important considerations for your organisation. Read More 

QCOSS (COMMUNITY DOOR) - Accurate information about how COVID-19 will affect you and your organisation in Queensland Read More

SCOPE - Easy English information documents about wearing face masks Read More

If your organisation has developed a COVID-19 response that you would like to include on this page, please send through the details to

Last updated 12:00pm 27 July 2021


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