COVID-19 information for clients

In this section we’ve included information and resources that you might need to help your clients during the COVID-19 pandemic. This includes where to find out more about what government support is available, essential services and what to do if clients can’t pay their bills, emergency relief, domestic and family violence supports, housing and health and wellbeing resources.

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Plain-English guide (Queensland Health): What to do if I get COVID-19? (PDF)

Income support during COVID-19

Pandemic Leave Disaster Payment

The Pandemic Leave Disaster Payment is a lump sum payment to help you during the time you can’t work and earn income because you have to:

  • self-isolate or quarantine due to COVID-19
  • you’re caring for someone who has to self-isolate or quarantine due to COVID-19.

From Monday 10 January 2022, both Rapid Antigen Test (RAT) and Polymerase Chain Reaction (PCR) results will be accepted as proof of infection. You’ll need to have either:

  • advice of a positive test from a testing clinic or health professional
  • evidence you’ve registered a positive result from a home-administered RAT with your state health authority.

Visit the Services Australia website for full details.

JobSeeker claims

The JobSeeker line is 132 850 or find out more on how to claim JobSeeker online.

Clients not eligible for Medicare

To support Queensland’s response to COVID-19, people who do not have adequate insurance coverage and are not eligible for Medicare will not be charged out of pocket expenses if they present to any Queensland Health facility for assessment in relation to COVID-19 infection.

More information is available from Queensland Health.

Emergency relief


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Department of Social Services

The Department of Social Services provides a search function to find your nearest emergency relief provider.

Queenslanders who can’t earn an income because they must self-isolate or quarantine, or are caring for someone with COVID-19, can access support with a $1,500 Pandemic Leave Disaster Payment. Find out more here.

Emergency relief for people on temporary visas

Australian Red Cross has received government funding to support people who are on temporary visas with a small one-off emergency relief payment to meet basic needs like food, medicine or shelter.

Given the large number of people impacted by COVID-19, the support can only be offered to people in Australia with urgent needs who:

  • are not Australian citizens or permanent residents; and
  • are not eligible for State or Territory funds for temporary visa holders (except those delivered by Red Cross); and
  • have no income or savings and no access to other support.

Access Emergency Relief

Access Emergency Relief is open to anyone living in Queensland, regardless of visa status or citizenship.

The helpline is able to provide vouchers for various supermarkets, Caltex and payment of any bills in your name. This can all be done over the phone, with vouchers sent via text or email.

Call 07 3412 8222 between 1:00pm to 4:00pm, Monday to Friday to speak to a staff member.

National Debt Helpline – 1800 007 007

The National Debt Helpline can provide free advice over the phone and, if necessary, refer you to a financial counsellor. A financial counsellor may assess your financial situation, give advice, directly advocate with financial and utility companies, SPER, Buy Now Pay Later companies (including payday lenders) and consumer lease companies, and give general advice options.

Household relief loans without interest

Good Shepherd, in collaboration with the Australian Government, is providing no interest loans up to $3,000 towards rent and utilities for eligible people who have been financially impacted by COVID-19. Find out more about household relief loans without interest.

Housing concerns

Tenants impacted by COVID-19

The Queensland Government has implemented a range of measures to better protect tenants and landlords impacted by the COVID-19 pandemic.

Protections that continue to apply until 30 April 2022 include:

  • protections for tenants against being listed in a tenancy database for rent arrears caused by COVID-19 impacts
  • limits on re-letting costs for eligible tenants who end their fixed term tenancies early
  • short term tenancy statement extensions for moveable dwellings.

Find out more on the Residential rental hub.

Residential Tenancies Authority (RTA) Queensland

For dispute resolution, bond management and tenancy information including tenancy variation forms, visit the RTA website, or call them on 1300 366 311 (Monday to Friday 8:30am to 5:00pm) or contact the SSQ COVID hotline on 134 268 43.

COVID-19 Information for the Queensland residential rental sector

Tenants Queensland

For information for tenants during the COVID-19 pandemic visit the Tenants Queensland website or call 1300 744 263.

Tenants Queensland has developed fact sheets to provide information about common issues for tenants affected by COVID-19 including: Information for tenants affected by COVID-19, Information for sharehouse tenants affected by COVID-19, Information for international students affected by COVID-19, and When violence affects your tenancy.


For free independent advice and referral services visit the QSTARS website or phone 1300 744 263.

Department of Housing and Public Works

For housing assistance call 13 QGOV (13 74 68) or search Housing Service Centre online to contact you nearest Housing Service Centre for housing help.

Public housing tenants can download the Tenant Assist Qld app for online self-service. Bond loan and rental grant customers, and those looking for information about housing services can download the Housing Assist Qld app to access services online. Find out more about these apps.

Easy read resources

Queenslanders with Disability Network (QDN) has produced some easy to read resources:

  • What is Coronavirus?
  • What does self-quarantine mean?
  • An essential items checklist
  • Visitor stop sign
  • Person-centred emergency preparedness plan

You can find these resources on the QDN website.

Aboriginal and Torres Strait Islander support

Domestic and family violence supports

Essential services – hardship provisions

Resources in languages other than English and Easy-English guides

Culturally and Linguistically Diverse community members


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