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Coronavirus: COVID-19

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.  

For more information, see our FAQ

Customer support

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 Service faults and emergencies can be reported 24-7 on 13 17 99.

Planned power outages during the COVID-19 outbreak

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: 

Preparing for power outages

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.

  • Life Support Customers

    Not all power interruptions are planned. Unplanned interruptions can and do occur as a result of events out of our control (such as storms and bushfires, or equipment failure). For this reason, registering as a life-support customer doesn’t guarantee you a continuous supply of power. It’s important that you have a plan in place in case your power is interrupted. Please discuss with your medical practitioner what you will do if you do not have power for your life support equipment. Click here for more information for our life support customers, including how to register.
  • Food safety during outages

    Food safety considerations are important during power outages. Click here for more information from the Victorian Government on food safety during power outages.
  • Working from home

    Electrical and electronic equipment – consider switching off or unplugging sensitive electrical and electronic equipment if a storm, outage or lightning strike seems possible. This may include computers and audio visual equipment.
    Saving work and file back-ups - If any of your computers has an auto-save function, consider how frequently it operates. If working remotely, consider your options for file back-ups.
  • General tips

    Battery operated torches and radios – make sure you keep them on hand to receive important information in the event of an outage
    Chargers – make sure your mobile phones are fully charged and you have charge packs on hand for an outage situation.
    Electric gates and doors – some systems have an override (key or lever) to allow manual operation during a power outage. Check your user manual or contact the manufacturer for instructions. Some systems have battery backup and will continue to operate for a short time.
    Generators - use generators with extreme caution and only to power appliances directly. Do not connect the output to the switchboard or wiring as this can cause a safety risk for AusNet Services’ own field workers. Make sure a registered electrician undertakes any such work.

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

Our people

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:

  • Some office-based staff are working from home and alternative business locations where feasible
  • 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
  • Introducing a new category of leave for employees who need to be at home during this time and cannot work from home
  • Additional hygiene measures including enhanced cleaning and sanitisation processes

COVID-19 health updates

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