Customers on life support
Do you or someone residing or intending to reside at your premises require life support equipment? If so, you may like to register for the Life Support Program.
What's the Life Support Program?
The Life Support Program provides eligible customers with information to help with preparing for power interruptions. Ensuring you have a plan of action in place will help you make timely decisions about your life support requirements when planned and unplanned power outages occur.
Being registered in the Energex Life Support Program does not guarantee uninterrupted power supply or prioritised restoration. If you need the peace of mind of uninterrupted supply, please speak to a licensed electrical contractor about your supply options. It is also important to create a plan of action with your doctor or life support equipment supplier to ensure you are prepared in the event of a power interruption.
In the event of an outage we are unable to proactively call customers who use life support equipment, so we encourage customers to register to our customer portal and subscribe to receive notifications about planned and unplanned power outages via email or SMS. Read more on how to register for notifications.
Whilst we strive to provide our customers with a reliable power supply, it is important to note that circumstances beyond our control, such as weather, wildlife, or vehicles contacting power poles, can result in a power outage without warning. We always act promptly to restore power following an outage; however we are not always able to guarantee power restoration within a set timeframe. It is important to note that any power restoration information we provide to you either directly or through the media, must be treated as a guideline only.
Am I eligible?
If you or a person residing or intending to reside at your premises requires any of the equipment below, you are eligible to apply for the Life Support Program:
- 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 life support.
How do I apply?
We'll send you a letter and fact sheet outlining important information, including the Life Support Program phone number and the steps you need to take to complete your registration.
You'll also be provided with a medical confirmation form which you need to return to us after having your doctor complete and sign.
Keeping your details up-to-date
If your premises are registered as having someone who requires life support equipment, it's essential that you keep us and your electricity retailer informed of any changes at your premises, including if you no longer need or wish to be registered on the Life Support Program.
Your electricity retailer holds important information, and will keep us informed of any changes so it's important that you contact your electricity retailer for:
- changes to your contact details, including telephone number and postal address
- electricity rebates, and
- matters involving your electricity account.
For further information regarding our Life Support Program for life support customers, please call us on 13 12 53.
Emergency & unplanned outages
Whilst we strive to provide our customers with a reliable power supply, it is important to note that circumstances beyond our control, such as weather, wildlife, or vehicles contacting power poles, can result in a power outage without warning.
We always act promptly to restore power following an outage, however we are not always able to guarantee power restoration within a set timeframe. It is important to note that any power restoration information we provide to you either directly or through the media, must be treated as a guideline only.
In case of a power interruption, it is important for you to consider appropriate options with your doctor or Life Support equipment supplier. The ‘Your plan of action’ information below will assist you to prepare a plan of action in the case of an unplanned interruption.
Your plan of action
In case of a power interruption, you should have a plan to minimise the impact on your health. Ask yourself the following questions:
- How does your life support equipment perform if the main supply fails?
- If you have a back-up battery, is it fully charged for use at all times?
- If you have reserve oxygen cylinders, are they filled and working?
- Have you made a note of the nearest hospital, its address and contact details?
- Do you know if your hospital can supply power via back-up generators during power interruptions?
- If your back-up battery is low and power has still not been reconnected to your home, do you have a transport plan in place to enable you to get to the hospital?
- Do you have important contact numbers on hand for:
- Local hospital
- Our life threatening emergency number – 13 19 62
- Personal carer
- Health care professional
- Is your supply of medications, prescription drugs and any special health needs fully stocked?
- Have you protected your electronic equipment by plugging computers and other sensitive equipment into surge suppressors or considered an uninterruptible power supply (UPS) for temporary back-up power?
- Does your phone still work when electrical supply is disrupted? Cordless phones won't operate without electrical supply. Do you have an alternative phone service available?
You won't be able to use your landline phone if it is plugged into an NBN modem and there's a power outage. Should this happen, you must enact your Life Support plan of action.
For more advice on what to do to prepare for loss of power, see Be prepared for power outages.
Government concession schemes
If your life support equipment requires electricity for cooling or heating purposes, you may be eligible for a concession under the Queensland Government's Medical Cooling and Heating Electricity Concession Scheme.
If your life support equipment includes oxygen concentrators or kidney dialysis machines you may be eligible for the Electricity Life Support Concession Scheme.