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.

Birth, Marriage or Change of Name certificates that have been destroyed due to a natural disaster 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.

• Passport – 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 natural disaster area. No application form will be required.
  Call the Australian Passport Information Service on 131 232.
• Australian citizenship certificate – can be replaced free of charge provided you apply within 18 months of the natural disaster event. Visit Department of Home Affairs for more information.

If you're temporarily absent from your enrolled address due to a natural disaster, 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 a natural disaster, 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 NSW 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 a natural disaster.

For more information, visit Transport for NSW.

Note: 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.

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 at a Service NSW Centre or by: 

• calling 13 77 88
• emailing info@service.nsw.gov.au
• mailing 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 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 Support from non-government organisations (NGOs) to find out about the financial and practical support being offered by both commercial and non-commercial NGOs.

The Red Cross expanded its financial assistance for people who lost their homes in the bushfires, to help ensure they had somewhere safe to stay over winter.

Recovery is a long term process, and the Red Cross is committed to staying with bushfire-hit communities for as long as it takes. They urge people who lost their homes to come forward and seek the assistance.

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

Banks are providing help for customers affected by natural disasters 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 Salvation Army is working with federal, state and local government, as well as community organisations to best meet the needs of people impacted by the 2019–2020 bushfires.

They are providing emotional support and referrals, and the following financial assistance.

• Hardship recovery grant – assistance to individuals and families experiencing ongoing extreme hardship as a result of the bushfire disaster.
• Loss of residence grant – assistance to individuals and families in bushfire impacted areas whose primary place of residence (owned or leased) has been destroyed or rendered uninhabitable due to the 2019–2020 bushfires.

The grants are limited to one grant per household, and are available to eligible applicants over the age of 18, who:

• suffered loss from the 2019–2020 bushfires
• lived or worked in a bushfire affected area at the time of the fires.

To apply for a grant, or if you have further questions, call 1300 662 217 or email sal.disasters@salvationarmy.org.au.

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
• 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
• 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)
• Resilience NSW (www.nsw.gov.au/resilience-nsw)
• 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.