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Today the State Government announced relief for Victorians affected by the storm event on Wednesday 9 June. This is a funding package to provide support to RESIDENTIAL customers only dealing with prolonged power loss. 

We're currently working through the process of how it will assess and make these payments to eligible customers.  Eligibility criteria can be found below. 

Local government and relief support agencies continue to deliver a range of support to affected communities such as access to food, “power and shower” hubs. We’ll update customers on processes as soon as possible

What we know right now is, eligibility criteria for customers is:


  • Residential customers only (flat payment not household composition dependant) 
  • If property is still without power from 12.01am 17/6 the customer is eligible for the initial payment 
  • If in a weeks’ time (midnight 24/6) the customer is still without power they will be eligible for a second payment 
  • If in two weeks’ time (midnight 1/7) the customer is still without power they will be eligible for a third and final payment
  • Customer payments are based on equivalent PHAP (Personal Hardship Assistance Program) payment (DHHS)

 

Severe weather event on 9 June 2021 

Severe weather has caused power outages & extensive damage to the network. This is a significant event. We are working to safely assess the extent of the damage and prioritise repairs to critical sites. Our number one priority is safely restoring your power. Please stay well clear of damaged poles, lines or other equipment and do not drive through flood water. 

Restoration times for customers off supply are changing as more information becomes available to our field crews. Please check Outage Tracker for the most up-to-date information. You can also visit our tips and advice page for information on how to manage being without power. 

See the below FAQs for answers to questions you may have regarding the impact of the storm, our response, and where you can find additional information. 

 

Customers in the worst affected areas of The Dandenongs should prepare to be without power for an extended time. The initial estimates provided to customers were wrong and we are deeply sorry for the distress this has caused. We now fully understand the extent of the damage and the scale of the recovery and repair ahead of us.

The revised estimates to rebuild the network are 10 July 2021. This will affect 3,000 customers in the following towns:


  • Kalorama
  • Mount Dandenong
  • Olinda
  • Sassafras
  • Sherbrooke
  • The Basin
  • Tremont
  • Upwey
  • Ferny Creek

As we progress through repairs, the power will come back on gradually across the region.

Our field crews are working as safely and as quickly as possible in challenging conditions. We have back up from interstate crews to help us with the rebuilding efforts and we are providing back-up generation where we can.

We will continue to update www.outagetracker.com.au with the latest restoration estimates as repairs continue.

Please contact your local council for your nearest relief centre where you can access power and hot showers. More information on your closest relief hub can be found below.

 

Frequently asked questions
  • Where is my closest relief hub?

    The hardest hit areas of the network are being rebuilt and this will take time. Relief hubs have been set up for care packages and mobile phone charging stations.

    This list is subject to change at short notice. These services are provided by a mixture of local councils (some with AusNet support and some without) and local community organisations. Please visit council websites for the latest information. 

    Relief Hubs are located at:

     

    Location

    Address

    Facilities Provided

    Opening Hours

    Yarra Ranges Shire Council

    Yarra Junction

    Yarra Junction Recreation Reserve Sporting Pavilion

    Showers, toilets & change rooms (bring own towel)

    Device charging

    8am - 8pm

    every day

    Belgrave

    Belgrave Community Hub

    1616-1624 Burwood Hwy

    Showers, toilets & change rooms (bring own towel)

    Device charging

    8am - 8pm

    every day

    Lilydale

    Lilydale Heights Secondary College

    17-19 Nelson Rd

    Showers, toilets & change rooms (bring own towel)

    Device charging

    Assistance with emergency accommodation

    8am - 8pm

    every day

    Monbulk

    Monbulk RSL

    48 Main Rd

    Hot drinks

    Charging facilities

    Care packages

    Phone 03 9752 1100 to check if open

    Olinda

    Olinda Recreation Reserve

    71-73 Olinda-Monbulk Rd

    Showers, toilets & change rooms (bring own towel)

    Device charging

    8am - 8pm

    every day

    Yarra Glen

    Yarra Glen Memorial Hall

    45 Bell St

    Toilets

    Device charging

    8am - 8pm

    every day

    Healesville

    Queens Park

    36 Don Rd

    Showers, toilets & change rooms (bring own towel)

    Device charging

    8am - 8pm

    every day

    Maroondah City Council

    Ringwood

    Realm, Ringwood Town Square

    179 Maroondah Hwy

    Toilets

    Wi-Fi

    Device charging

    10am - 5pm

    Monday 14 June

    9am - 8pm

    Tuesday 15 June - Friday 18 June

    Croydon

    Croydon Library

    Civic Square

    Toilets

    Wi-Fi

    Device charging

    9am - 5pm

    weekdays (open to 8pm Tuesday & Wednesday)

    Croydon

    Hope City Mission

    51 Lusher Rd

    Food relief (drive-through food bank for those experiencing financial hardship)

    Croydon

    Aqua hub Civic Square

    Shower facilities (bring own towel)

    9am - 11.30am daily

    Cardinia Council

    Emerald

    Hills Hub

    402 Belgrave-Gembrook Rd

    Device charging

    Tea and coffee

    Information and support services

    Water pumping station

    9.30am - 4pm

    daily

    Emerald

    Worrall Reserve

    (next to Hills Hub)

    Shower & toilet facilities (bring own towel)

    9.30am - 4pm daily

    Emerald

    Emerald Library

    (next to Hills Hub)

    Device charging

    Toilets

    9am - 6pm weekdays

    (open to 8pm Tuesday & Wednesday)

    Cockatoo

    Cockatoo Community Complex

    79 Pakenham Rd

    Shower & toilet facilities (bring own towel)

    Device charging

    Tea and coffee

    Information and support services

    9.30am - 4pm daily

    Bass Coast Shire Council

    Cowes

    Phillip Island Leisure Centre (YMCA)

    10-14 Church St

    Shower & toilet facilities (bring own towel)

    Device charging (bring own charger)

    6am – 8.30pm weekdays

    9am - 2pm weekends

    Wonthaggi

    Bass Coast Leisure Centre

    41 Wentworth Rd

    Shower & toilet facilities (bring own towel)

    Device charging (bring own charger)

    6am – 9pm Mon-Thu

    South Gippsland Shire Council

    Foster

    Foster IGA

    58/62 Main St

    Mobile phone charging

    9am – 7pm

    daily

    Foster

    Manna Gum Community House

    33 Station Rd

    Water

    Batteries & candles

    Pre-prepared meals

    10am - 2pm

    daily

    Venus Bay

    Venus Bay Community Centre

    27 Canterbury Rd

    Emergency food

    Information and support services

    10am - 2pm

    daily

    Leongatha

    Splash

    Roughead St

    Showers (bring own towel)

    Device charging

    8am - 10am

    daily

    Poowong

    Poowong Consolidated School

    27 Ranceby Rd

    Showers (bring own towel)

    Cooking facilities

    Call 03 5659 2356

    Wellington Shire Council

    Yarram

    Yarram Hub

    156 Grant St

    Showers (bring own towel)

    Device charging

    Showers (bring own towel)

    Library facilities incl. internet and heating

    Hot meals and hot drinks

    Information and support services

    Water

    Care packs

    Essential supplies including bottled water, power banks, baby formula, matches, firelighters, torches and gas bottles (for portable stoves)

    10am – 4pm

    Latrobe City Council

    Yinnar

    Memorial Hall

    14 Main Street

    information and support services

    10am to 5pm

    Traralgon

    Gippsland Regional Aquatic Centre

    49 Breed Street

    hot showers (bring own towel and toiletries if possible, but available at venue if required)

    From 8am (1300 444 722)

    Morwell

    Latrobe Leisure Morwell

    45 McDonald Street

    hot showers (bring own towel and toiletries if possible, but available at venue if required)

    From 9am (Ph. 5128 6144)

    Moe Newborough

    Latrobe Leisure

    Cnr Old Sale Road and Southwell Ave, Newborough

    hot showers (bring own towel and toiletries if possible, but available at venue if required)

    From 9am (Ph. 5135 8580)

     

  • I’m on life support, what do I do?
    If you have Life Support equipment operating in your home, now is the time to enact your contingency plan. It is expected that restoring power may take several days, consider relocating to the home of a friend or family member in line with Department of Health and Human Services (DHHS) guidelines. If you have registered your Life Support equipment with us and we have your mobile, we will update you regularly via SMS. We will contact you directly as soon as we can. If you need immediate support call our dedicated 24-hour Life Supportline on 1800 818 832. 
  • Why do estimated times for restoration (ETRs) keep changing?
    Estimated restoration times continue to change as our crews assess the damage and get a better understanding of the work needed to safely restore supply to various parts of the network. In some instances, ETRs are being brought forward. This happens when we are able to get multiple jobs completed at once, when the damage is milder than expected or when repairs or construction is faster than anticipated. Unfortunately some ETRs are being extended, for reasons such as damage being worse than anticipated, some repairs requiring significantly more re-construction than expected and when our crews cannot gain access due to flooding and vegetation damage.
  • Why is it taking so long to restore power to everyone?
    Large parts of our network sustained extreme damage during the storms. Many sections of our network, including some large lines, are being rebuilt. Access to critical infrastructure has been severely inhibited by vegetation damage and inclement weather, and AusNet’s resources are very stretched. This is the worst damage to our network in a single incident in memory and there is a lot of work to be done to restore our network to a safe state. Back-up has been brought in from other networks to assist and our people and equipment are working at capacity to restore networks as quickly and safely as possible.
  • What should I do about powerlines that are down near me? 

    Do not approach any damaged or downed power lines. Assume any wires you see are live and stay well clear. You can report electricity network damage to our faults team on 13 17 99. Our teams are taking an extremely high volume of calls, if it’s taking a while to get through we ask you to be patient and stay on the line. We’re doing our best to help everyone as quickly as we can. 

    If you are in immediate danger, call 000. For emergency services, call SES on 13 25 00 

    Take extra care when outside your home, familiar locations and traffic conditions may have changed due to flood water or fallen trees. 

  • My outage is not appearing on the outage tracker. What should I do?
    Our crews are working quickly to assess the damage to the network and begin repairs. We now know about all outages on our network and as soon as we get details, we upload them to Outage Tracker. It might take a little bit longer to update the tracker due to the extent of the damage. we ask for your patience and advise you to keep checking back on the Outage Tracker
  • Am I allowed to leave my home due to COVID restrictions?
    The DHHS advises that if it is unsafe to stay in your home without power, you can relocate to the home of a friend of relative. Please seek advice from DHHS before leaving your home, visit their website for the most up to date information.  If you are in immediate danger dial 000. For DHHS, call 1300 650 172.  

    If you have been advised by Emergency Services to evacuate, follow their directions and stay safe. They will help you determine where to go and help you find resources such as alternative accommodation. Visit emergency.vic.gov.au for all emergency information. 
     
  • How many people are impacted?

    At its peak, this storm impacted over 200,000 customers as it moved across the state. We are working as quickly and safely as possible to assess the damage and get the power back on. For more detail on how many people are currently affected and estimated restoration times visit the Outage Tracker.  

  • Are planned outages still going ahead?

    We are prioritising getting our customers back on supply. We will assess the suitability of planned work in areas unaffected by this storm. Please visit www.outagetracker.com.au for the latest information. 

  • I have spoiled food due to having no power. What do I do?

    If you have been without power for an extended period, your food may no longer be safe to consume. Please consult Health Victoria for further information. If you have concerns around the cost of spoiled food, your insurance company may be able to advise the best path of action for recovering that cost. 

  • Is my drinking water safe?
    For details on water quality, please contact your local water supplier. 
  • How are your teams addressing COVID concerns?
    Our field teams are closely following DHHS guidelines. We have strict hygiene and physical distancing procedures. We’re taking every precaution to ensure the safety and health of our customers, employees and contractors, you can help us do this by also following DHHS guidelines.
  • Why isn’t my solar working?

    In most circumstances, your solar system will not work during a blackout. DO NOT under any circumstances try to change any wiring or settings on your solar equipment. Doing so may cause serious injury to you, the general public or our field crews when they are working on lines connected to your network. For the electricity system to work (be in on a small scale in your home or on a large scale across the whole electricity network), electricity produced needs to match the electricity consumed almost exactly at any point in time. Unless you have a home battery that is set up to work as an isolated system, your solar panels will not work.

    For more information on why your solar system does not work during an outage, please refer to our fact sheet.

  • I have wired a generator to my house. Is there anything I need to know?

    If you have improperly wired a generator to your house, it needs to be disconnected IMMEDIATELY. Any wired-in generators must be installed by a qualified electrician. You should not do this yourself under any circumstances. If you generator is improperly installed, there is a serious risk that it will electrocute your household, your neighbours and/or our field team when power is re-connected to your house.

    If you think your generator has been improperly installed, turn it off IMMEDIATELY. Contact an electrician if you need assistance with this. If you need any other assistance with your generator, please contact an electrician.

     
  • How can I make a claim or complaint?

    The best place to lodge a claim or complaint is via the form. If you are planning to lodge a claim for loss or damage of equipment, appliances or food, we suggest you speak to your insurer first. Please include in your claim as much evidence as you can. This might include but is not limited to photos and copies of receipts. If you are claiming for a damaged appliance, please include an individual assessment report from an appropriate person (e.g. an electrician or appliance repairer).

    It may take some time for us to assess and respond to all claims and complaints due to the vast number of customers impacted by the June 2021 storms. We ask for your patience while we review them.

    Customers affected by the storms are able to claim up to $200 for food loss. All other claims will be assessed on a case-by-case basis.

    If you cannot access the internet or complete the form, please call our contact centre and one of our staff will lodge the claim or complaint on your behalf. Note that we are currently experiencing long call times.