Life support customers

Why should I register?

What we'll do for you

When you register as having life support equipment, you're entitled to enhanced customer protections including additional support before and during a power or gas outage. This doesn't mean your power won't go off, but we're here to help you prepare.

Please make sure your electricity or gas retailer (the company you get your power or gas bills from) has your correct mobile number. They'll pass it onto us so we can send you SMS alerts.

We'll send registered life support customers:

• a letter at least 4 business days before a planned outage
• an SMS reminder of an upcoming planned outage
• an SMS if a planned outage is cancelled
• SMS updates during unplanned outages caused by severe weather, falling trees or digging near underground powerlines.

Customers registered as having life support equipment can call our priority line (1800 818 832) 24 hours a day, 7 days a week.

Other benefits

Customers with life support equipment may also be entitled to the following government concessions or rebates:

For more information, visit the Department of Families, Fairness and Housing website.

Things you can do to prepare

We know there's never a good time to be without power, especially for our life support customers. We understand that many of our life support customers have changing needs and may be concerned about losing power or gas. We regularly review our planned works schedule and provide as much notice as possible before an outage.

We want you to be as prepared as possible for when the power goes out. Making a plan in advance can help. If you don’t already have a power outage plan for your household, you can visit the Power Outage Plan website for advice. This site is supported by The Energy Charter and contains helpful tips, advice and information specifically for life support customers. You can get a step-by-step instruction guide on how to develop your own power outage plan, including a handy downloadable template.

Here are some things you can do to prepare for an outage:

Read more about our commitment to life support customers on page 8 of our Customer Charter (PDF, 3.2 MB).

I need to update my details

If your circumstances or contact details change, please call us on 1800 818 832 so we can continue to prioritise your health and wellbeing.

You can also update your details with your electricity or gas retailer. They'll pass your new details onto us.