Frequently Asked Questions

If your situation is life-threatening call Triple Zero (000)

Triple zero (000) is used nationally by police, fire and ambulance for life-threatening emergencies.

When should I call SES 132500?

When you or your property is in danger or potential danger associated with severe weather, 132500 is the only number to call the SES.

Is there an online self-service option as an alternative to calling 132500?

Self-service options are available online at 132500.qld.gov.au or through the SES Assistance QLD app for both Android and Apple devices.

What assistance does the SES provide during severe weather events?

The SES provides temporary emergency assistance to help people protect themselves and their property from further damage. You should be self-sufficient for the next 3 days, including having enough food, water and essential medication. It may take SES several days to attend to your request for assistance, depending on priority or access. SES provides the following assistance: 

Call Triple Zero immediately if:   

  • your situation is life threatening
  • you are stranded and unable to get to safety.

Will the SES assist with other buildings on my property?

The SES will only assist with primary places of residence that are currently occupied.  For example, garages, garden sheds, out-buildings or commercial premises would not be attended by the SES.

What if a tree is going to fall or has fallen in my property?

If the tree is blocking access to the property or there is a threat of further damage, please lodge a request for assistance online or call 132500. 
If the tree is not blocking the property and there is no immediate danger, it is the property owner's responsibility to arrange for the removal of a tree and permanent repairs.

Will the SES clean up debris in my yard?

The SES may assist with debris clean up only if the resident is unable to move the debris themselves. 
Your local government may provide a kerbside clean up, otherwise it is the responsibility of the property owner to clean up debris.

Will the SES provide sandbags?

Sandbags are not supplied for every area. To determine sandbag collection points in your area please:  

Contact SES:

  • call 132 500
  • Lodge a request online at 132500.qld.gov.au; or
  • Lodge a request on our SES Assistance QLD App, available for both iOS and Android devices.

Go to DIY Using a Sandbag for a guidance.

What if I'm a vulnerable person?

If there are special circumstances, for example if you're a senior resident, infirm or have a disability, which prevents you from being able to help yourself during a severe weather event, the SES will prioritise your request based on your needs and information provided.

What assistance does the SES not provide during a severe weather event?

  • debris clean up
  • flooded roads
  • blocked council drains
  • obstructions on a road or footpath
  • potholes and sinkholes
  • sewage overflows
  • burst water mains
  • power outages and power lines down
  • phone lines down
  • car towing/removal from creek, ditch or other area
  • fences, sheds and yards
  • generators
  • property inspections
  • tree lopping and removal
  • unoccupied residential properties
  • water pumps

What do I do once I have lodged a request for assistance?

  1. Keep your reference number handy.
  2. Keep your phone close by so the SES can easily contact you about your request for assistance.
  3. Stay away from any fallen trees and power lines.
  4. Follow any safety recommendations you are given by the SES.

The SES will prioritise your request based on the information you provided. 
Stay informed by: 

How long will it take for the SES to respond?

The SES teams will prioritise your request based on the information you have provided. The SES are volunteers and they will respond as soon as possible, however, if at any time your situation becomes life threatening, call 000 immediately.

How do I check the status of my request for assistance?

You can use the self-service feature available on the QLD SES app for iOS, Android or 132500 Web-App. 

  1. Navigate to the Menu icon within the app and select 'My SES Assistance Tasks'.
  2. You will be prompted to enter either your email or mobile number, provided when you lodged the request.
  3. A one-time-passcode will be sent via email or SMS to verify your identity.

On successful verification, you will have access to view the status of your request for assistance.

How do I update or cancel my request for assistance?

You can use the self-service feature available on the QLD SES app for iOS, Android or 132500 Web-App. 

  1. Navigate to the Menu icon within the app and select 'My SES Assistance Tasks'.
  2. You will be prompted to enter either your email or mobile number, provided when you lodged the request.
  3. A one-time-passcode will be sent via email or SES to verify your identity.

On successful verification, you will have access to view the status of your request for assistance. 

Alternatively, you can call 132 500 to speak to a customer service advisor. You will be asked for your SES reference number which was provided to you upon lodgement of your request. Please have your SES reference number ready so your updated information can be processed easily.

Why am I still getting status notifications after the SES have completed my request for assistance?

You will receive 5-6 notifications from lodgement to completion of a request for assistance. Please check if you have previously received notifications leading up to and including the completion. Occasionally, due to system or telecommunication issues, a high volume of notifications may be delayed and sent later when connection is restored. 
If you continue to receive notifications which seem excessive and are concerned, please contact 132500.

Where can I find information on volunteering, donating to the SES and preparing for severe weather?

For information on volunteering, donations and preparing for severe weather visit www.ses.qld.gov.au
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