Unplanned power outages FAQs (2024)

Planned power outages

• Why is my power being turned off?

  Planned power outages happen because we continuously work on upgrading the electricity network to improve the supply to our customers.

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• What should I do before, during and after planned power outages?
  • Don’t perform electrical work during the power outage
  • To protect equipment such as computers and televisions, turn off your main switch (at your switchboard) before the power outage and turn it back on again once the power is back on
  • To avoid food spoiling, keep your fridge and freezer door closed as much as possible during the outage
  • Fill thermoses with hot water for drinks
  • Use portable gas appliances if you have them
  • If you rely on electricity for your home phone, make alternative arrangements such as making sure your mobile phone is fully charged before the outage
  • If you rely on an electric water pump, fill buckets with water for toilet flushing
  • Electrically operated remote-control roller doors will not operate during the outage, so ensure your vehicles are parked outside before the power outage starts

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• How am I notified about planned power outages?

  Whenever planned outages are scheduled we’ll give you at least 4 business days’ notice. The details of planned power outages are sent to affected customers via letterbox drops, mail fliers and newspaper ads. In the event of an emergency, we may not be able to give you adequate notice.

  Call us on 132 004 or view ourcurrent power outagesfor information on current planned outages.

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• What if I wasn't notified about a planned power outage?

  We're required to advise all customers about planned power outages. If you believe you weren't notified please call us on 1300 137 008 or send us an enquiry.

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• Can you provide me with a generator during the planned power outage?

  No, we’re unable to supply generators. If electricity supply is critical, consult an electrician to hire a generator (at your own cost). If your home or business is dependent upon a continuous supply of power, then consider installing an uninterruptible power supply device.

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• Will I be compensated for my power going off?

  Compensation is not provided if we’ve notified you of the planned outage. If you believe you weren’t notified please call us on 1300 137 008 or send us an enquiry.

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• I have solar panels. What do I need to do after an outage?

  Check your solar system has been restored after any power outage. Not all solar inverters will switch back on automatically.

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• Why was my planned power outage cancelled?

  We may have to cancel planned power outages due to unexpected events, such as severe weather.

  We try to let our customers know as soon as possible of any cancelled planned power outages. However, when planned power outages are cancelled due to severe weather and other network emergencies we can't always get this message out in time.

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Unplanned power outages FAQs

• What causes unplanned power outages?

  Although we're committed to providing reliable power to our customers, 24 hours a day, unexpected events can cause the power to go out. These can include:

  • Storms or high winds causing powerlines to clash
  • Trees or foliage touching or falling onto powerlines
  • Lightning
  • Electrical faults
  • Bushfires
  • Vehicle accidents, like a car hitting a power pole
  • Wildlife

  When a power outage happens, we work to restore power as safely and as quickly as possible.

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• Why does my power go on and off momentarily?

  Most powerlines are protected by devices called breakers and reclosers and they work in a similar way to your home’s circuit breakers. They'll cut off power when they detect an ongoing fault (like a fallen powerline).

  These devices also detect momentary faults, like when vegetation falls on a powerline. The device detects this and turns off the power supply. If the vegetation falls clear of the line, the power will turn back on. When this happens, there’s a momentary loss of power (typically less than a few seconds) to customers on that circuit.

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• My power supply is crucial, how do I ensure I have back up power?

  If you’re dependent on a continuous supply of power, consider installing an uninterruptible power supply device. Your electrician should be able to advise on the most suitable option for a continuous supply of power during times of power outages.

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• What can I do to prepare for power outages?

  It's wise to be prepared for a power outage. Find out more on what you can do to prepare.

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• Why do I have to contact you when the power goes out?

  Our systems help us identify when large numbers of customers are without power, but it doesn't tell us where individual outages occur. It also doesn’t tell us why the power’s out. Your call to us on 132 004 can provide us with more detailed information about the power outage. You can also report your power outage online.

  In some cases, our crews may need to patrol a long section of powerlines to identify the cause. The information you provide us helps us narrow the patrol area and can assist in restoring power sooner.

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• Why can’t you tell me when the power will be restored?

  When an outage happens, our crews don't know how long a job will take to repair until they get on site and assess the cause and damage.

  It's difficult to accurately predict when a particular customer's power will be restored – especially in the early stages of restoration, when the extent of damage is being assessed.

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• Why does it take so long to restore my power during severe weather?

  During storms, restoration works are scheduled in order of priority:

  • Safety first: for our crew and the public
  • Essential services: restore power to public safety facilities where possible, such as hospitals, nursing homes, police stations and fire stations
  • Proximity to source of power (See more below)
  • Extent of the damage: number of customers affected
  • Business vs residential: which has the greatest impact?

  After storms, power is restored in a sequential manner. Faults closest to the source of power (usually a substation) must be fixed first. Unfortunately, this means customers further away from the substation experience longer outages. This is often the case in rural areas.

  Weather conditions, safety and access

  In some instances during severe weather conditions, it's not safe for our crews to work. Powerline repairs may take longer as crews may need to rely on other services (emergency services, tree trimmers and road clearing crews) before they can start restoration.

  The following conditions and safety issues can delay restoration efforts:

  • Heavy rain, flooding and snowy conditions can impact access to power infrastructure
  • Crews are not allowed to work up power poles if there is lightning (as lightning strikes the highest point)
  • Crews cannot work up power poles or on elevated work platforms in strong winds
  • Our crews can't work in an active fire zone

  Crew fatigue

  Our crews can only work up to 16 hours in a 24-hour period. Crews also have to manage fatigue with meal breaks and driving breaks.

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• I have solar panels. What do I need to do after a power outage?

  Check your solar system has been restored after any power outage. Not all solar inverters will switch back on automatically.

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• Will I be compensated for my power going out?

  You may be eligible for compensation for loss or damage following an unplanned power outage. If you’ve experienced loss or damage you can make a claim for compensation.However, please keep in mind extreme events that are outside of our control, such as natural disasters and storms, are not subject to compensation.

  You may also be entitled to a Guaranteed Service Level (GSL) Scheme payment from us if your power supply doesn'tmeet certain supply standards. These payments are made automatically; you don't need to do a thing.Find out more about ourpower supply guarantee.

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