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New SMS service sheds light on outages

Published: 2 Apr 2020 7:23am

Ergon Energy has launched a new, free SMS notification service to keep customers informed about power outages as Queenslanders are advised to stay close to home in response to the COVID-19 pandemic.

“When they’re working, learning or spending the holidays at home, we understand many customers need to be kept up-to-date on any interruptions to their power supply, whether it’s an emergency outage or for critical network maintenance.

“Electricity plays an essential part in our lives and SMS notifications are a more direct way to keep customers informed when there are outages in their area,” General Manager Customer and Market Operations Cloe Kernick said.

“You can now subscribe for SMS and email notifications for a range of services at ergon.com.au/selfservice and starting this week we’ll be sending out text messages inviting customers to subscribe.”

In the case of unplanned outages, customers will receive a text message with a link to outage information on Ergon’s website, which is updated when crews know more about the cause and estimated fix time.

“You’ll also receive a text message when the power at your property has been restored, which is handy for people who are still required to work away from their homes at this time.

“We understand that many people use their mobile phones to plan their lives these days - our new SMS service recognises that and empowers customers with information to make decisions,” Cloe said.

In the coming months, SMS notifications will also be available for planned outages, which are necessary to allow crews to work safely on the electricity network when they are doing routine maintenance, replacing equipment and upgrading poles and wires.

Customers will continue to receive written notification of any planned outages, as well as SMS reminders if they opt in for the new service.

“When the mail is put to one side, the details are easily forgotten, whereas text messages are an instant reminder.

“We’ll let you know about a planned outage via a text 5 days in advance so you can plan ahead and you’ll receive the SMS reminder on the day your power is scheduled to be switched off,” Cloe said.

Ergon’s 24/7 online Customer Self Service allows customers to submit self-meter reads and report a problem, including loss of supply, faulty streetlights, trees in powerlines and graffiti or vandalism that impacts the electricity network.

Media Contact: Emma Oliveri
Phone: 0457 566 079