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Life Support Customers

If you rely on continuous power supply for life support equipment, the information provided in this section is designed to help you identify the source of any problems related to your power supply. Please use our troubleshooting steps to help figure out if your problem is located in one of the following areas:

  • your life-support equipment

  • circuits in your home

  • power supply to your area.

Please also be aware of the following:

  1. We’re providing you with the practical advice and an emergency telephone contact number in the event that you experience a power interruption or failure.

  2. AusNet Services can’t guarantee a continuous power supply as unplanned interruptions do happen for reasons beyond our control.

  3. Occasionally, we may need to interrupt your power supply to perform necessary maintenance, repairs and upgrades to our network.

  4. In the event of a power interruption, your doctor or healthcare professional should have explained what to do if your life-support machine stops working; if you’re unclear of what steps to follow, please contact your doctor immediately.

Always follow the advice of your doctor or healthcare professional ahead of any information provided here.

 If you need to contact AusNet Services urgently, you can call us at any time (24 hours, 7 days) on 13 17 99 or on a previously advised life support number.

Registering with us

To help us keep you informed of any planned power interruptions, please notify your electricity retailer that you rely on life support, and ensure your telephone contact details are kept up to date. 

In turn, your retailer will pass this information on to us so that we can advise you of any planned interruptions in the following ways:

  • by letter – at least four days before a planned interruption; or

  • by phone – to confirm that you’re making necessary preparations.

Please note that registering as a life-support customer does not guarantee you a continuous supply of power.

If you are having trouble with your life support machine, please refer to the user guide for trouble shooting tips or alternatively call  us on 131 799

Contact us

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For urgent enquiries, please contact our 24 hour customer service line on 13 17 99 or on a previously advised life support number.