FAQ Results

Yes. Think of it like servicing a car - regular maintenance improves performance and safety. Planned outages could be to upgrade streetlights, connect a new hospital or business or even to connect electric vehicle charging stations or introducing new grid technologies.

Yes, your contact details are provided to us by your electricity retailer, so it’s important you keep them up to date with your email address, mobile number, and postal address details. Your electricity retailer is the company that sends your electricity bill.

Once your details are up to date, you can log in to our Customer Self Service portal to update your details. Alternatively you can contact us on 13 74 66 to update your notification preference.

Yes, you can register for SMS text notifications or email alerts for power outages in your area.

For unplanned outages, you'll receive a text message when the power goes out and again when it has been restored.

For planned outages, you'll receive a text message 4 business days in advance and another text reminder on the day your power is going to be switched off.

We understand that planned electricity outages can create inconvenience to impacted businesses and residents. While we strive to provide our customers with a reliable power supply, we are not in a position to provide alternative power supply to customers during these interruptions, and are not responsible for the costs associated with any work or alterations that a customer makes at their switch board.

Generators may be provided to priority essential service customers (for example hospitals and aged care facilities) and those with life support equipment in their home.

If you would like us to consider your situation, please contact us on 13 74 66 before the planned outage.

If you do not have power, you can use hot water boiled on your barbecue to heat your child's bottle. Otherwise, your local fast food outlet or convenience store may assist in filling your bottle with hot water.

• Power fluctuations may occur when power is restored. Turn off and unplug sensitive electrical appliances. Leave a light on so you’ll know when power is back on.
• Your telephone and internet services over the nbn™ access network are unlikely to work. Electronic equipment will need its own separate battery backup to work. Make sure you have a plan B with a fully charged mobile phone and portable mobile phone charger.
• This also applies to personal medical alarms. Most medical alarms are connected to the nbn through a phone landline, so if you have a black out, the landline, internet services and medical alarms will not work.
• Your modem may not work without power, but you can still access the internet, school or work files by connecting via a hotspot on your mobile phone.
• Keep food safe by setting your refrigerator to 5 degrees or below to ensure food stays as fresh as possible. An unopened refrigerator will keep food cold for about four hours. An unopened, full freezer will retain its temperature well enough to preserve food for two days.
• If you have solar panels, you may wish to check that your solar inverter is back on after the outage. Check your operating manual for instructions on restarting the inverter if necessary. Read more on solar power and battery storage safety.
• If you have automatic garage doors or security gates, know how to operate them manually or leave your car parked outside.

For planned outages, you'll receive a notification to your home or business 4 business days in advance, as well as on the morning of the planned outage, and if the outage is cancelled.

We only notify customers who will be affected. You may also Register for SMS text notifications or email alerts for power outages in your area.

Note: During major weather events, planned work may need to be rescheduled to enable us to undertake emergency works instead. You may not receive notifications for cancelled/postponed planned work due to emergency response. Planned outage notifications will recommence once we are no longer in an emergency event. You can view updates on Outage Finder.

All electric garage doors must come with manual release (normally a pull cord) and electric gates come with a manual release key. This will allow you to open the door to remove your vehicle. If you are unable to locate this, please check the manual or contact the manufacturer.

Your water and toilet facilities will continue to work if you don't use an electric water pump. If electricity is required to have your water running or to refill your toilet for flushing, we suggest filling your bath tub with a reserve of water prior to the planned power outage for use during it.

If you have a fish tank, you can use a plastic container to scoop out some water and slowly pour it back into the tank which effectively oxygenates the water. Speak to your local pet shop during extended power interruptions or if you have any further queries about oxygenating your fish tank.