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What to do if there is a power outage in your area
- Check to see if other lights and electrical equipment are working.
- Look outside for damage such as wires down or trees lying across power lines. Stay away from any fallen powerlines and/ or trees lying across powerlines.
- Check to see if your neighbours have power.
- Once you have assessed the situation, call EnergyAustralia's emergency service on 13 13 88. Most telephones should not be affected during an electrical outage, however some cordless phones may not operate.
Please be patient, if a power outage has affected a large amount of customers, our call centre will become very busy, very quickly. You may hear a pre-recorded message when you call, where possible, this will include an estimation of the time it will take to restore power. If there is no message about a power outage in your area or you require further information, stay on the line and a customer service representative will assist you.
What to do if you are on life support
Householders who rely on a continuous supply of power to run medical equipment are urged to make sure they have a back-up plan in case of unexpected problems on the electricity network. We suggest that you might also plan with your doctor or other medical service providers where to go in the event of an extended interupptions. More...
Fallen powerlines are dangerous - Let us know
If powerlines are down in your area, please speak to a customer service representative, as you may be able to tell us about a major safety hazard we may not be aware of. Stay away from any fallen powerlines and/ or trees lying across powerlines.
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For extended interruptions
Whilst restoration work is progressing, you can:
- Tune to your local radio station for major updates
- Assist your neighbours where possible (but remember safety first)
- Switch off and unplug sensitive electrical and electronic equipment. This may include your TV, computer, hi-fi system, DVD or video recorder.
- Do not open the fridge or freezer. Food will last longer if you keep doors closed.
- Use a generator with extreme caution. Use generators for power to appliances directly. Do not connect the output to the house switchboard or wiring. This can cause a safety risk for our workers.
Why your electricity service may be interrupted
Electrical emergencies
Powerlines down - Powerlines can be damaged by fallen trees, flying debris in high winds, lightning strikes, car accidents, vandalism, fires, and birds or other animals. Fallen power lines are very dangerous – keep away from them.
Prolonged heavy rain - Local flooding may also affect trees, poles and underground supplies.
Click here for more safety advice and tips.
Planned maintenance
To ensure we supply your electricity to a safe standard, our equipment must be maintained or replaced from time to time. On rare occasions we may have to cut your electricity while we do it.
However we will ensure that we:
- Keep the periods as short as possible
- Provide you with notice so that you can plan around any power outage.
- Give you two days notice unless there is an emergency reason that requires prompt action.
If you need to ensure continuity of supply (such as for life saving medical equipment, and some business processes which incur exceptionally high costs if interrupted), please contact us as soon as possible on 13 15 35.
Emergency maintenance
Despite all the best planning, investment, and maintenance schedules, failures in the system may still occur. In most cases power is quickly restored to customers because of our back-up design approach. In a few cases you may suddenly lose your power. We have well planned and practised procedures for dealing with these situations. A full description of the objectives EnergyAustralia has for its electricity network’s impact on the characteristics of electricity, supplied by retailers to their customers, through its electricity network is provided in the Electricity Network Operation Standard (ENOS- formerly ES2). This document can be found in our Electrical Supply Standards webpage.
Equipment faults
Equipment faults can include EnergyAustralia equipment failure, underground cables damaged during construction or roadwork, or defective electrical equipment in homes or offices.
Fault repair services: You can contact any electrician or electrical service to assist you in repairing an electrical fault at your home or business, however, for a competitive fee, EnergyAustralia can assist in restoring power temporarily and if necessary, arrange for repairs through our EnergyFix service.
Compensation may be payable if property has been damaged. Phone 13 15 35 to obtain information on making a claim.
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