Restoring your power

When restoring power, our top priority is the safety of the public as well as our employees working on powerlines.

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What to do if your power goes out

If your power goes out, from the safety of your own home or workplace, look out the window or contact neighbours to check if the interruption is affecting only your property or is more widespread.

If you can see or hear something that could help identify the problem, like hanging powerlines or a loud bang, stay well clear and contact our Faults line on 13 62 62. Precise details will assist our emergency crews to restore power.

Call Triple Zero (000) or 13 19 62 if powerlines are down.

Remember, during a storm or cyclone or when the power is out, telephone lines and mobile phone networks may be congested or damaged so please be patient.

If you have water inundation

We always recommend getting a licensed electrical contractor out to check appliances and equipment and to stay well away to avoid the risk of electric shock. Generally, if there has been inundation in the roof you will see water in the light fittings. Also, if water levels have reached power points or appliances are wet, customers will need to get an electrical contractor to inspect. We will issue the Form 3 if the house or any circuits are disconnected due to inundation or electrical appliances or equipment.

Have a licensed electrical contractor check any electrical appliances or equipment you suspect has been submerged or damaged by water.

Find a licenced electrical contractor online, through your local telephone directory or call the Master Electricians Australia (MEA) on 1300 889 198 or call National Electrical and Communications Association (NECA) on 1300 361 099.

Our Disaster Management Plan

Our Disaster Management Plan and its supporting regional plans are comprehensive and highly detailed. They direct the activities of hundreds of our employees and spell out clearly the preparations and procedures to be followed, depending on the extent of the damage to the network, when there has been a power outage.

Our plans emphasise public and employee safety, the protection of our network and the restoration of power supply.

Damage assessment - finding out how badly the network has been damaged - must be done quickly and accurately once the storm or threat has passed.

Major substations and high voltage powerlines that support large electrical loads to customers are checked first and must be restored to service as soon as possible.

This initial assessment helps to develop an estimate of the number of field crews required, resources needed and the time estimated to complete restoration.

Local field crews in the affected area are prepared in advance and are on alert. If necessary, crews from outside the area may be mobilised quickly and brought in to assist with the restoration effort.