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.
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.
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.