Prolonged Power Outage Payments
The Australian and Victorian Governments will provide Prolonged Power Outage payments for households that have been without power for seven cumulative days following the January 2026 bushfires and heatwave.
Subject to specific eligibility criteria, those without power for seven days from 7 January 2026 will be eligible for $2,380 per week for up to three weeks.
We will distribute the payment to eligible customers on the government's behalf.
When will applications open?
We will send a text message to customers who may be eligible for this relief payment and ask them to complete an online application form.
We will also provide options for customers who do not have internet access or who need help with the application process in person or over the phone.
Information you need before applying
- Full name of the electricity account holder – this will be the person applying for the payment.
- National Metering Identifier (NMI) – this is the 10 or 11-digit number that you can find on your power bill. The NMI must match the electricity account for a property that was without power for 7 cumulative days due to the severe weather event between 7-10 January 2026.
- Meter number - this can be found on your bill or electricity meter.
- Contact number and bank details – these must match the electricity account holder’s details.
Eligibility criteria
Subject to specific eligibility criteria, those without power for seven cumulative days from 12.01am on 7 January 2026 will be eligible for:
$2,380 per week for households for up to three weeks.
To be eligible for the payment, residential customers must:
- have a residential electricity account with a national meter identification number (NMI) within the AusNet electricity distribution network
- be electricity account holder of a property that:
- lost power due to the severe weather events in Victoria between 7 January and 10 January 2026 and
- was without power for 7 cumulative days
- has not already received a Prolonged Power Outage Payment for the same electricity account
- have applied via AusNet’s online form, no later than 11.59 pm (AEDT) on 31 March 2026.
Note 1: Payments are for each cumulative 7-day period per electricity account holder, up to a maximum of 3 payments.
Note 2: A 7-day cumulative period means the overall time without power does not need to be continuous, as long as it all adds up to 7 days.
Properties affected by bushfires that are not ready to connect
If your property has been affected by bushfires and you are not ready to reconnect, we extend our sincere sympathies to you and all affected communities. We understand this is a difficult time and want to make things as easy as possible for you. We’re continuing to assess property damage across bushfire affected areas so we know where rebuilds or extra work may be needed before connecting.
In the meantime, you can call our Bushfire Support Line on 1300 561 171 and we’ll organise to pause billing or close your account with your retailer until you’re ready to connect.
Our team may need to ask you about the level of property damage and when you might be ready to reconnect.
Our Bushfire Support Line is available on 1300 561 171, 8am to 6pm Monday to Friday.
Getting your power back on
If power has been restored in your area but your property is still without electricity, your electrical connection may not meet safety standards. In these cases, we can’t reconnect your supply until the required repairs are completed.
If your property has been affected by fires and is disconnected or you’ve been notified of a customer side defect, we’re here to help you get back on supply as quickly as possible. First, you’ll need to contact a Registered Electrical Contractor (REC) to carry out the necessary repairs.
AusNet recognises the impact bushfires have on customers and communities and is committed to prioritising all restoration works.
Engage your electrician
- Contact your insurance company as they may ask you to use one of their recommended Registered Electrical Contractors (REC).
- Contact a Registered Electrical Contractor (REC) to repair the damage. You’ll need to pay for this work.
- Once repairs are complete, your REC will issue a Certificate of Electrical Safety and send it to us at faultsinfoline@ausnetservices.com.au
Your REC will call 13 17 99 to arrange reconnection. Where the existing meter can be used to reconnect, we will waive our reconnection fees for bushfire affected customers.
Request a new meter connection
After your electrician has completed their repairs, a new meter connection or alteration request may need to be completed, such as a temporary builder’s supply, re-establishing an overhead service line or replacing a meter.
- If a new connection or alteration is required to restore supply to your property, please ask your electrician to submit an application through our Energy Connect portal (portal.ausnetservices.com.au)
- Once the application has been submitted, please contact our Customer Connections team at Customer.Connect@ausnetservices.com.au and include the ANSO application reference number.
For example, in the subject line include: Jan 2026 Bushfire Reconnection – ANSO-XXXXXX. - We will fast-track the validation of your request and ensure all associated fees are waived. We will also work closely with our metering and servicing teams to make sure your connection is prioritised.
Request a different connection point
If your previous installation was an overhead service and your electrician thinks you need a new underground electricity pit or an alternative connection point to re-establish supply to your property, please submit a Supply application via our Energy Connect portal (portal.ausnetservices.com.au).
- Within your application, under the ‘Please give details of any other equipment’ section add: Jan 2026 Bushfire Reconnection
- Once you have submitted your application, contact the EnergyConnect Supply Project team at EnergyConnect@ausnetservices.com.au with your reference number. For example,in the subject line include: Jan 2026 Bushfire Reconnection - REF-75XXXX
- A $550 preliminary fee will apply. We will prioritise your application, assess your requirements and work with you to determine the works to be completed to meet your needs. Any resulting works will be completed as priority.
- When the new connection point has been established, your electrician can submit the final meter connection request through the EnergyConnect portal (portal.ausnetservices.com.au). See Request a new meter connection steps above.
Support and updates
- Our Bushfire Support Line is open 8am to 6pm Monday to Friday on 1300 561 171 for questions about disconnections, recovery, support and claims.
- Keep checking Outage Tracker for latest updates: www.outagetracker.com.au.
- Continue reporting any faults to 13 17 99.
- Download our important information about bushfires factsheet (PDF, 1.1 MB)
- Tips on how to prepare for an outage and stay comfortable during one: www.ausnetservices.com.au/outages.
- For emergency relief payments, call the VicEmergency Hotline on 1800 226 226 (Press 0, then 1 to talk to someone or press 9 for an interpreter).
- For information about where to access support, including the Victorian Government’s Emergency Relief Fund, visit Relief and Recovery - VicEmergency.
- VicTraffic is the official source of road disruption information for Victorian roads. Check traffic, roadworks, and event closures, set up watchlists, and receive notifications.
Be power prepared
Customer and community safety is our top priority - here are some tips to help you be power prepared:
- If you're in immediate danger, call 000. For emergency services, call the SES on 13 25 00.
- Keep away from fallen powerlines and assume any fallen or damaged wires are live.
- Life support customers, please be ready to activate your emergency plan. Call our priority line anytime on 1800 818 832.
- Charge your battery packs so they're ready to power your mobile phones.
- If you are using a portable generator, please follow Energy Safe's guide on Using a generator safely.
- Have battery operated torches and radios in a place easy to access - keep spare batteries handy too.
- Keep some cash on hand in case electronic payment systems go down during an outage.
- Make sure you can open your garage or gate manually so you can leave your home if the power goes out.
- If you have an electric water pump, stock up on bottled water.
- Report new faults and emergencies online or on 13 17 99.
- Keep checking our Outage Tracker for latest restoration times and see Outages for tips on before, during and after an outage.
- Look out for fallen trees and debris and never enter floodwaters.
- If there is damage to your property or your private electrical line, contact a registered electrician for repairs.
- For the latest weather updates, visit Bureau of Meteorology.