We’re closely monitoring the spread of COVID-19 (novel coronavirus) in the community. Our priority remains the safety and wellbeing of our customers, communities and our people, and providing a reliable supply of energy to you during a difficult time.
We want to keep you updated on our response to COVID-19, and will share updates with you here.
AusNet Services has emergency management plans in place to cover a range of scenarios, including pandemics, to ensure that we continue to provide essential services to you. These plans are being reviewed daily.
We understand this is a challenging time for many of our customers. We are thinking of the other essential services working tirelessly, especially the healthcare workers and the educators who are looking after the vulnerable and the young.
At this stage we do not anticipate any significant impact to normal business operations, nor to timeframes for completing work and responding to enquiries. The situation remains fluid so we’ll continue to provide updates on any impacts to our services in the future.
Our Customer Service Contact Centre is fully operational Monday to Friday, 9am – 5pm on 1300 360 795 or via email at firstname.lastname@example.org. Service faults and emergencies can be reported 24-7 on 13 17 99.
To continue to provide reliable supply to your homes and businesses, we need to do work to maintain the network. This means that we sometimes have to interrupt supply.
We understand that in the context of COVID-19 this may be inconvenient as many people are working from home and have stocked refrigerators and freezers, but a strong commitment to reliable and safe electricity supply is essential, especially during these uncertain times.
We apologise for the inconvenience caused and thank you for your patience and understanding in helping us maintain a safe and reliable network.
If you received a notification for a planned power outage, here are some helpful tips and information:
For a variety of reasons, customers may find themselves spending increased time at home as a result of the COVID-19 situation. Power outages, both planned and unplanned could affect your household activities. Below are some simple tips to consider to best prepare for an outage.
If you haven’t already, register your mobile number with your retailer to receive SMS notifications on outages and restorations.
The safety and wellbeing of our people is important to us, and keeps your electricity on and your gas flowing. Some of the steps we have taken so far and will continue to evolve to support our people across our workplaces include:
Below are some helpful links to keep up to date with the latest announcements and health advice: