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Coronavirus: COVID-19

The ongoing COVID-19 pandemic is having an impact on all of us, changing the way we live, work and interact with each other. At AusNet Services, our priority remains the safety and wellbeing of our customers, communities and our people, and providing a reliable supply of energy to you when you need it most.



Circuit Breaker Lockdown

Restrictions relating to the recent Circuit Breaker lockdown have been eased, and we’ve returned to work under our COVID-19 emergency management plan. We’ll keep monitoring restrictions to make sure we can continue to provide you safe and reliable power. For more information about current restrictions in Victoria, visit the Department of Health and Human Services


Support for our customers

The ongoing COVID-19 pandemic is having an impact on all of us, changing the way we live, work and interact with each other. At AusNet Services, our priority remains the safety and wellbeing of our customers, communities and our people, and providing a reliable supply of energy to you when you need it most.

We don’t anticipate any significant impact to keeping the lights on and the gas flowing, but the situation is fast moving, so we’ll continue to provide updates on any impacts to our services in the future.

If you have any questions or concerns, our Customer Service Contact Centre is open Monday to Friday, 9am – 5pm on 1300 360 795 and can be contacted via email at customersupport@ausnetservices.com.au. Service faults and emergencies can be reported 24-7 on 13 17 99.

To help those customers in need, along with other Australian energy network businesses, we’ve announced some initiatives to ease the burden as a result of 
COVID-19:

  1. We’ll defer or rebate electricity and gas network charges for customers who have been impacted by hardship as a result of COVID-19.
  2. For small businesses that are forced to temporarily close, electricity and gas network charges won’t be applied from up to 31 March 2021, if their consumption is less than a quarter of what it was in 2019.

More details on the measures can be found here. We encourage anyone that's experiencing financial hardship during this period to contact their gas or electricity retailer


Planned power outages during the COVID-19 outbreak

We are committed to a reliable and safe electricity supply. That means that some planned work on our lines will need to continue. This work is critical to keeping your electricity and gas supply reliable and safe.

We recognise this is inconvenient for our customers at any time, when lockdown restrictions see people self-isolating, working from home, looking after the children and with more food in the fridge and freezer than usual. 

We’re doing everything we can to minimise the impact of planned outages on the community and are putting in place the following measures:

  • We’ve prioritised all work that will make supply reliable for essential services such as hospitals and medical centres, factories manufacturing medical products such as face masks and hand sanitiser, and supermarkets and other community services.
  • Where possible, for those planned works that are critical and must go ahead we’ll work as quickly and safely as possible.

We’re regularly reviewing our planned works schedule and will provide as much notice as possible to help customers prepare. Customers will receive written notification and if they have registered their mobile phone number with their retailer, will receive SMS notifications. 

We thank you for your patience and understanding, and for helping us to continue to provide safe and reliable energy when Victorians need it most. 
 

Preparing for power outages

Power outages, both planned and unplanned could affect your household activities. Unplanned interruptions can and do occur as a result of events out of our control (such as storms and bushfires, or equipment failure).

Click here for to find advice on how to prepare for power outages, and to download our handy fact sheet to keep with your emergency kit.

Customers with Life Support equipment operating in their home can click here for more information on getting prepared and how we can support you during outages.

If you haven’t already, register your mobile number with your retailer to receive SMS notifications on outages and restorations.


Our people and operations

The safety and wellbeing of our people is critical to us, and keeps your electricity on and your gas flowing. Some of the steps we’ve taken so far and will continue to evolve to support our people across our workplaces include:

  • Where possible, office-based staff are working from home and alternative business locations.
  • Suspending all non-critical work related travel (international and domestic), cancelling non-essential visits to external sites and conducting external meetings via teleconferencing wherever possible.
  • Additional hygiene measures including enhanced cleaning and sanitisation processes.
  • Practicing strict social distancing at all times as recommended by Government Authorities.

For our field teams:

  • Our field teams are continuing to provide essential services including responding to faults and carrying out emergency repairs. They are following strict hygiene and physical distancing procedures. 
  • We’re taking every precaution to ensure the safety and health of our customers, employees and contractors, but we need our customers help by maintaining social distancing (>1.5m) at all times.
  • We’re asking any customer who our field teams may come into contact with to declare if they are showing flu like symptoms to ensure we can make arrangements to protect the safety of our people. 

COVID-19 health updates

Below are some helpful links to keep up to date with the latest announcements and health advice: