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Life Support Survey

We ran a online survey in December which is now closed. Customers who completed the survey went onto a draw to win a $100 gift voucher. As per the Terms and Conditions, this draw took place on the 15th of January and the following winners were notified


  • Caroline Lynch
  • Josephine Nicholas
  • Sally Dourley

Thank you to every one who participated in this important survey.

 

 

Our number one priority remains the safety and wellbeing of our customers, the community and our people. Life support customers are important to us and we’re here to support you before, during and after a power outage.

As part of our ongoing maintenance and improvement program, our teams are out in the community replacing old poles, conducting emergency repairs and cutting back trees to keep communities safe from bushfires. We may need to turn your power off to perform this work safely. 

How do I register?

If you rely on any of the following medical equipment, you are eligible to register as a life support customer:

  • an oxygen concentrator
  • an intermittent peritoneal dialysis machine
  • a kidney dialysis machine
  • a chronic positive airways pressure respirator
  • Crigler-Najjar syndrome phototherapy equipment
  • a ventilator for life support
  • any other equipment that a registered medical practitioner certifies as required for your health.  

For more information about different types of life support equipment, see Schedule 10 of the Energy Retail Code at www.esc.vic.gov.au. 

You can register your details by following the steps below:

 

When you register your details with us, we can provide additional support during a power outage to help minimise the impacts to you. 

This can include: 

  • A letter to notify you at least four business days before a planned outage occurs
  • SMS notifications to remind you of a planned outage 
  • SMS notifications during unexpected blackouts caused by severe weather, falling trees or digging near underground powerlines
  • 24/7 urgent enquiries number 1800 818 832
  • Priority restoration status for any fault or outage on the network which impacts your home 

How to update your details

If your life support circumstances have changed it’s important that you contact us on 1300 360 795 so we can prioritise your health and wellbeing. You can also contact your energy retailer to update your contact details and they will pass on your details to us.  

Covid-19 update for life support customers

We know there’s never a good time to be without power, especially while our customers are spending more time at home working, learning and looking after their family. Your health and safety are important to us. We understand that many of our life support customers will have changing needs and may be concerned about losing power during the pandemic. We’re regularly reviewing our planned works schedule and will provide as much notice as possible to help customers prepare. Customers will receive written notification and if they have registered their mobile phone number with their retailer, will receive SMS notifications.

We’re committed to working with you to support your needs and our friendly staff are available to help answer your questions 24/7

Important numbers

Register for life support
1300 360 795, 8am to 5pm weekdays.


Power outage and equipment issues
(24 hours, 7 days a week) 1800 818 832


Urgent enquiries
(24 hours, 7 days a week)
ELECTRICITY-13 17 99
GAS - 13 67 07


Interpreter service
13 14 50


Life-threatening emergency
000