If you've lost your home in a bushfire

For health advice on returning home safely after a bushfire, such as wearing protective clothing, handling waste and managing food and water supplies, visit NSW Health.

NSW Government experts will check every fire-damaged property for asbestos. Do not enter your property until you have been told it is safe. Watch the video below to learn about the dangers of fire-damaged properties.

The AQI is a report of air quality and indicates how clean or polluted the air is in areas across NSW. For air quality readings that are updated hourly, visit Current and forecast air quality.

For advice on how to access medications, prescriptions or Medicare, DVA or Centrelink cards that have been lost or destroyed during the bushfires, visit NSW Health.

If you're an NDIS participant in a bushfire-affected region, call 1800 800 110 for priority support. You can also visit NDIS Latest news to find out where Services Australia's Mobile Service Teams are being deployed on a given day.

Visit the NSW Office of Emergency Management (OEM) for the locations of the current Evacuation Centres, Recovery Centres and Disaster Welfare Assistance Points (DWAPs).

If you have immediate needs such as temporary accommodation, food or water, visit your nearest DWAP and register for assistance. If you cannot get to a DWAP, call Service NSW on 13 77 88.

The Bushfire Housing Assistance Service provides help with:

• emergency temporary accommodation
• a private rental bond and advance rent costs
• sourcing accommodation options from the private rental and short term housing sector
• sourcing accommodation options in your local communities or areas where you have family or local networks.

You can access the service by visiting Find a housing office and entering your postcode, suburb or town in the search bar. Your nearest housing office will display.

Anglicare is providing assistance to bushfire-impacted communities through emergency housing, homelessness support and food relief. If you've been affected by the bushfire crisis call 1800 875 153 or 02 6152 8444.

Anglicare locations fall within 3 Anglican dioceses: 

• Bathurst
• Canberra/Goulburn
• Riverina.

The NSW Department of Primary Industries (DPI) and Local Land Services (LLS) are providing assistance to landholders and communities with animal welfare-related issues.

Contact the Agricultural and Animal Services Hotline on 1800 814 647 for:

• emergency fodder (up to 3 days supply)
• stock water
• stock assessment
• stock euthanasia and burial
• livestock feeding and management advice
• care of animals in evacuation centres.

The Equine Centre is treating severely scorched horses. For assistance, call 02 6933 2323.  

For assistance with pets, livestock (including horses), and wildlife: 

• complete the RSPCA's Bushfire Assistance Form, or
• send an email at online@rspcansw.org.au, or
• call 1300 278 3589.

• The Avian Reptile and Exotic Pet Hospital has opened a 24/7 bushfire wildlife emergency advice hotline for veterinarians and wildlife carers who need immediate advice. Call 0408 937 047. 
• The Koala Health Club is providing veterinarians and other wildlife agencies free chlamydia testing kits for koalas, to minimise the spread of the disease. 

For advice and assistance regarding injured wildlife, visit WIRES Emergency Advice, or call 1300 094 737.

Birth, Marriage or Change of Name certificates that have been destroyed due to the bushfires can be reissued at no charge at your nearest Service NSW Centre.

Service NSW can also help you to replace certificates registered in other Australian states and territories or in New Zealand.

If your passport has been lost or damaged, you may be eligible for a free replacement. You'll only need to provide basic information to confirm your identity and that you were in a bushfire-affected area. No application form will be required.

Call the Australian Passport Information Service on 131 232.

An Australian citizenship certificate can be replaced free of charge provided you apply within 18 months of the bushfire event. To apply for a replacement, you'll need:

• Application for evidence of Australian citizenship – PDF
• a statutory declaration stating that the Australian citizenship evidence has been lost, destroyed or damaged in the bushfires.

Note: If your Australian citizenship evidence is damaged, you'll also need to provide the damaged citizenship evidence.

If you are temporarily absent from your enrolled address due to the bushfires, you don't need to update your enrolment. For more information, visit the Australian Electoral Commission's enrolment advice page.

If your Medicare card has been damaged or lost in the bushfires, you can request a new card by:

• using your Medicare online account through myGov or your Medicare mobile app
• calling 132 011
• visiting a service centre with proof of your identity, such as your driver licence.

Your new card will replace your old card. You’ll have the same Medicare number that you did before, but your old card will no longer be valid. We’ll send your new card in 3 to 4 weeks to the address you give us. 

You can use a digital copy of your Medicare card in the meantime.

Free replacement of the following licences, permits or certificates that have been destroyed or lost during the bushfires:

• home building: contractor, qualified supervisor, tradesperson
• property and real estate
• motor vehicle dealer or repairers
• pawnbrokers and second-hand dealers
• tattoo parlour or tattooist
• owner-builder
• tow truck.

To apply for a replacement card use the Application for a Duplicate Licence, Certificate or Permit – PDF, and note on the form that the reason for the card replacement is that it was lost in the bushfires. Also provide the home address if it is different to your nominated address.

Free Owner-Builder Permit where you opt to rebuild or repair your home damaged or destroyed by a bushfire (all other standard requirements and associated development approvals apply).

For further assistance, visit your nearest Service NSW Centre or call 13 77 88.

Free replacement of the following licences, permits and certificates that have been destroyed or lost during the bushfires: 

• white card
• high risk work licence
• explosives licence
• asbestos and demolition licence
• plant registrations
• traffic control licence.

To arrange a replacement, call 13 10 50.

Registration and licensing concessions and refunds will be offered to customers if their vehicle or other relevant documentation has been lost, damaged or destroyed during the NSW bushfires.

• Replacement cards (driver licences, NSW Photo Cards or Mobility Parking Scheme cards) will be issued for free if cards have been lost or damaged during the NSW bushfires.  
• NSW Photo Cards are posted to customers generally within 5 business days.
• Driver licence holders will receive a receipt which will act as a temporary licence for a period of 30 days until their photo card arrives in the post.
• You can download the Service NSW app to access your NSW Digital Driver Licence. The digital driver licence is legal for use across NSW at no additional cost.

For more information, visit the Natural disasters and emergencies - customer assistance policy at the Transport for NSW website.

• Replacement licences and registration certificates will be provided at no cost.
  • PWC licence holders will need to supply 2 new passport-sized photos and complete the Application for a Personal Watercraft Driving Licence – PDF before the licence can be re-issued.
• Requests for replacements of other licences and registrations, can be made:
  • in person at a Service NSW Centre
  • by calling 13 77 88
  • by emailing info@service.nsw.gov.au
  • by posting to:
    Roads and Maritime Services Agency Business Centre
    PO Box 21
    Parkes NSW 2870.

Note: For requests by email or mail, the replacement will be sent to the address shown on the licence or registration. If you want it sent to a different address, you'll need to make your request by phone, or in person at a Service NSW Centre.

Disaster relief payments that are made to individuals and businesses impacted by the bushfires are tax exempt.

The Australian Taxation Office (ATO) is also providing automatic deferral of lodgement and payment obligations for individuals and businesses in bushfire-affected communities. The ATO Emergency Support Infoline is 1800 806 218.

• Call Services Australia on 180 22 66 for:
  • Disaster Recovery Payment – $1000 per adult and $400 per child for people severely affected by the bushfires
  • Disaster Recovery Allowance – short-term income assistance (up to 13 weeks) for people severely affected by the bushfires
  • Additional Child Care Subsidy Temporary Financial Hardship – if you're eligible for the Child Care Subsidy and have been severely impacted by the bushfires
  • Crisis Payment – a one-off payment for people in severe financial hardship who are not covered by other disaster relief offers.
• Visit a Service NSW Centre or call 13 77 88 for NSW Government Disaster Relief Grants available for eligible individuals and families whose homes and essential household contents have been damaged or destroyed in the bushfires.
• See Volunteer Firefighter Payment for payments for eligible volunteer firefighters who are self-employed or employed by a small or medium business and have lost income.
• See Support from non-government organisations (NGOs) to find out about the financial and practical support being offered by both commercial and non-commercial NGOs.

Support for New Zealanders:

• Ex-gratia Disaster Recovery Payment – a one-off payment of $1,000 per adult, $1,000 per partner or dependent adult and $400 for each child younger than 16. For New Zealanders who have been significantly affected by the bushfires. It’s not for minor damage or inconvenience.
• Ex-gratia Disaster Recovery Allowance – short-term income assistance (up to 13 weeks) for New Zealanders who can show they lost income as a direct result of the bushfires.

The Red Cross is providing immediate financial assistance if you're suffering hardship as a result of the 2019/2020 bushfires.

They have 4 cash grants available and applications will be open until 30 April 2020.

• Emergency grant – a $20,000 payment if your primary place of residence has been destroyed or rendered uninhabitable.
• Rebuild grant – a $20,000 grant to assist with the early stages of rebuild planning, including building plans, council fees and safety assessments. It is open to home owners whose primary place of residence was destroyed.
• Injury grant – a $7500 payment if you've spent 2 or more days in hospital due to physical injuries or mental health issues resulting from the bushfires, from July 2019.
• Primary residence repair grant – a $5000 payment if your home has been structurally damaged and needs repair to make it safe to live in.

COVID-19 information

If you need help applying and/or uploading documents, and you're unable to get to friends and family due to social distancing restrictions, call 1800 733 276.

Visit Red Cross Bushfire Grants Q&A for more information.

• Rural financial counselling service at the Department of Agriculture
• Financial Information Service at Services Australia  
• Find a financial counsellor
• Get urgent money help at ASIC's MoneySmart

Various banks are providing help for bushfire-affected individuals through a range of financial assistance packages, deferred loans, waived fees and charges, grants and relief. Contact your bank's helpline for more information on the options available to you.

• ANZ Bank – 1800 252 845  
• Commonwealth Bank Hardship – 1300 720 814
• National Australia Bank Care – 1800 701 599
• St George Bank Assist – 1800 629 795
• Summerland Credit Union – 1300 802 222
• Newcastle Permanent – 13 19 87 
• Regional Australia Bank Hardship – 13 20 67
• Bank of Queensland – 1800 079 866
• Westpac Assist – 1800 067 497
• Southern Cross Credit Union – 1300 360 744.

If you're replacing or repairing buildings destroyed or damaged as a result of the 2019/20 NSW bushfires, you can apply for an exemption from the Long Service levy.

The exemption applies to the first $1,000,000 (inc GST) spent on repairing or rebuilding a damaged property or building.

For expenditure of $1,000,000 and above, you'll be required to pay a partial levy.

Applications must be lodged by 2 March 2023.

For more information visit Long Service Corporation.

If you lost your home in the bushfires and you're intending to buy in another location rather than rebuild, the NSW Government is offering up to $55,000 towards the stamp duty on the replacement property.

The stamp duty relief is aimed at providing people with an option to get back on their feet and into their own home faster.

For more information visit NSW bushfire transfer duty relief scheme.

Note: $55,000 would be the approximate stamp duty payable on a property priced at around $1.25 million. Any amount above the $55,000 would be payable by the purchaser.

Call the NSW Rural Assistance Authority on 1800 678 593 for:

• Sporting club assistance – concessional loans for eligible sporting clubs
• Church and non-profit organisation assistance – up to $15,000 recovery grants (33 LGAs) and concessional loans for eligible churches and non-profit organisations.
• The Natural Disaster Transport Subsidy pays for the cost of transporting:
  • fodder and/or water to an affected property
  • stock to sale or slaughter
  • stock to/from agistment.

See Disaster relief loans and Grants and subsidies for more information.

The NSW Government and the Commonwealth are covering the full cost of cleaning up eligible NSW properties that have been destroyed by bushfires since 1 July 2019. This includes both insured and uninsured properties.

Laing O’Rourke Australia has been appointed to lead the clean-up and they'll be engaging qualified local contractors and suppliers.

If you're a contractor based in a bushfire-affected area and you're able to provide clean-up related goods and/or services, see Register your interest to assist in the bushfire clean-up.

If you'd like help with the cleaning up of your property, see Register to opt in to the NSW bushfire clean-up.

For health advice on returning safely to your home or business after a bushfire, such as wearing protective clothing, handling waste and managing food and water supplies, visit NSW Health.

Only licensed builders, tradespeople and contractors should be engaged to undertake remediation work associated with:

• asbestos contamination
• demolition of structures
• specialist rebuilding and fit-out work such as:
  • electrical wiring
  • plumbing
  • drainage
  • gasfitting
  • air conditioning
  • refrigeration (except plug-in appliances). 

To check a builder, tradesperson or related licence, see Check a builder or tradesperson licence.

If your land borders national park or nature reserves and you've had fences damaged or destroyed in the fires, the National Parks and Wildlife Service (NPWS) is offering assistance to replace/repair.

Visit Assistance for fire-damaged fences for more information and/or to download an application form, or call 1300 361 967.

• Hazard identification signs – PDF
• Use of retardant during firefighting operations – PDF
• Solar panels – Bushfire recovery information – PDF
• Gas bottles – Bushfire recovery information – PDF
• Property hazards following a bushfire – SafeWork NSW – PDF

There is 24/7 help available on the following numbers:

• Lifeline – Bushfire Recovery – 13 43 57
• Lifeline – 13 11 14
• Beyond Blue – 1300 224 636
• Mensline – 1300 789 978
• Advanced Personnel Management – 1800 276 113
• Kids Helpline – 1800 551 800 (for children and young people aged 5 to 25)
• Suicide Call-Back Service – 1300 659 467
• Open Arms – 1800 011 046 (for current serving armed forces personnel, veterans and their families)
• Mental Health Line – 1800 011 511.

Note: Farmers and business owners in bushfire-affected areas can access Farm Gate counsellors and peer support workers on the Mental Health Line, 1800 011 511.

You can access mental health support by contacting your local:

• General Practitioner (GP) or Aboriginal Community Controlled Health Organisation
• Recovery Centre or Evacuation Centre
• Mobile Service Centres
• Headspace Centre (for young people aged 12 to 25). 

If you live in a bushfire-affected region, or were a first responder, emergency management employee or volunteer, you can access up to 10 free counselling sessions to support you through any immediate trauma or crisis. You can organise counselling sessions at:

• Mobile Service Centres
• Recovery Centres and Disaster Welfare Assistance Points
• Primary Health Networks (PNH).

• Beyond Blue: Mental health support available 24/7 via online chat or email. 
• Black Dog Institute: A free online clinic providing a mental health assessment tool and other support services. 
• Community Trauma Toolkit: Resources to help adults and children before, during, and after a disaster or traumatic event.
• Headspace: Free and low cost mental health services for young people aged 12 to 25. 
• Head to Health: This site can help you find digital mental health and wellbeing resources.
• Kids Helpline Webchat Counselling: A free, private, confidential webchat counselling service for children and young people aged 5 to 25. Kids can chat from 8am to midnight, 7 days a week.
• Rural Adversity Mental Health Program – Connects people living in regional, rural and remote NSW with local mental health services and resources.
• Rural Resilience Program – helping build resilience by linking rural communities, families and individuals with the most appropriate services and information.  

If you have been affected by bushfires, you can receive Medicare rebates for up to 10 face-to-face or telehealth mental health treatment services through eligible GPs, psychologists, occupational therapists and social workers.

You do not need a GP referral, diagnosed mental illness or mental health treatment plan to access these sessions.

Rebates are available from 17 January 2020 to 31 December 2021.

Telstra, Optus and Vodafone are providing unlimited access to emergency service websites for customers in bushfire-affected areas.

There will be no costs for bushfire-impacted customers accessing:

• ABC News (www.abc.net.au)
• ACT Emergency Services Agency (www.esa.act.gov.au)
• Australian Red Cross (www.redcross.org.au)
• Bureau of Meteorology (www.bom.gov.au)
• Emergency WA (www.emergency.wa.gov.au)
• Federal Government Disaster Assistance (www.disasterassist.gov.au)
• NSW Office of Emergency Management (www.emergency.nsw.gov.au)
• NSW Rural Fire Service (www.rfs.nsw.gov.au)
• NT Police, Fire & Emergency Services (www.pfes.nt.gov.au)
• QLD Rural Fire Service (www.ruralfire.qld.gov.au)
• SA Country Fire Service (www.cfs.sa.gov.au)
• Tasmanian Fire Service (www.fire.tas.gov.au)
• Triple Zero (www.triplezero.gov.au)
• Vic Emergency (www.emergency.vic.gov.au)
• Victorian Country Fire Authority (www.cfa.vic.gov.au)
• WA Department of Fire and Emergency Services (www.dfes.wa.gov.au).

Optus customers who have been impacted by the bushfires can call 1300 301 671  for information on:

• free call diversions from an Optus fixed home phone to any mobile or fixed number

• extended timeframes for bill payments

• bill waivers in instances of extreme financial hardship

• free suspension, relocation or cancellation of an Optus fixed service

• free prepaid recharges for eligible impacted customers.

Note: Optus is covering the costs of eligible volunteer firefighters’ mobile services for December 2019 and January 2020. If you’re an active volunteer firefighter with an Optus bill, call 1300 301 671 to see if you qualify.

Telstra customers who've suffered severe damage or loss of their premises can call 132 203 for information on:

• free call diversion from the customer’s Telstra fixed phone service for a maximum period of 6 months from the date of the fire
• a one-off credit to the value of $500 including GST to the customer’s Telstra fixed phone account to help cover the costs of the following, if required:
  • connection of a Telstra fixed phone service at one temporary residence
  • re-connection of a Telstra fixed phone service at the customer’s original permanent premises.

In areas where customers are waiting for network damage to be repaired, or where they are still evacuated, the following short-term measures will be in place for a maximum period of 3 months:

• free use of Telstra public payphones in the affected areas
• free use of Telstra Air payphone hotspots in the affected areas
• free call diversion from an affected fixed home or business phone service to another fixed or mobile service of the customer’s choice, regardless of the carrier
• customers who use the free call diversion to divert their affected fixed home or business phone to their Telstra mobile service can also make local and STD® calls on their mobile at fixed-line rates, in accordance with their selected plan (limited to one designated Telstra mobile per affected household or business).
• affected Telstra mobile customers who do not have a Telstra home phone can receive a one-off credit to the value of $100 inc. GST (limited to one mobile phone per Telstra mobile account).

Vodafone customers can apply for Vodafone’s hardship assistance and may be eligible for bill waivers, payment extensions and waived cancellation/late fees.

Call 1300 650 405 for help or more information.

The $40 tag security deposit/s on an E-Toll tag will be waived if your tag has been lost, damaged or destroyed during the NSW bushfires.

For number plates lost or destroyed as a result of the bushfires, customers must provide a completed Number Plate Form – PDF at a Service NSW Centre, in order to reapply for plates. If applicable, there will also be:

• a waiver of the 6-month waiting period for the issue of replacement plates with the same content
• a waiver of reissue, remake and hold fees
• no necessity to provide a police Event Number if applying for a reissue or remake of number plates.

If your motor vehicle was written off in a declared natural disaster, the NSW government may be able to refund any motor vehicle duty you pay on a replacement vehicle.

Revenue NSW may also be able to:

• give you more time to lodge any documents or returns
• defer enforcing any fines against you
• extend your payment deadlines
• agree not to charge you interest
• arrange for you to pay any debts in instalments.

More information can be found on the Revenue NSW website.

If your vessel has been destroyed in the bushfires you're entitled to a refund of any remaining funds on the vessel registration.

If you can, supply a copy of the insurance claim deeming the vessel a total loss, or a statutory declaration with details of the circumstances. If you're not able to supply either of these documents:

1. Complete the Request for Refund (Maritime) – PDF.
2. In the space under 'Other Maritime Refunds':
   • clearly state that the vessel was destroyed by the bushfires, and
   • include the address where the vessel was destroyed, if it is not your normal address.
3. Attach a photo of the destroyed vessel (if possible).
4. Email or mail your request to the details on the form.