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IMPORTANT INFORMATION FOR CUSTOMERS AFFECTED BY THE VICTORIAN BUSHFIRES

Follow this link for daily updates on your towns' current power status and estimated restoration date. 

AusNet Services is your electricity delivery service, we own and operate the electricity network that supplies power to you.

Our thoughts are with the people and families impacted by the devastation of the Victorian fires. We know that some of our customers are still without power and we are working tirelessly to get them back on as soon as possible.

Do not approach damaged or fallen powerlines as they may be live. If you’re experiencing a power fault or emergency or see a powerline down please call our 24-hour Faults and Emergencies line on 131 799.

YOUR SAFETY

If you’re returning to your property in a bushfire impacted area, please take extreme care and do not approach damaged or fallen powerlines as they can cause severe injury or death. Our crews are working around the clock to restore power and replace damaged infrastructure where possible. Access to fire areas has been limited due to safety issues. Please seek the advice of police and other emergency services on whether it is safe to return to your property.


GETTING YOUR POWER BACK ON

Our crews are starting to reconnect power in bushfire affected areas and we’ll be working street by street to assess the damage and commence restoration activities. Many areas are badly damaged and we still can’t access them, because they are not safe. This may mean we haven’t yet been able to restore your power.

Where possible, we’ll connect you as soon as electricity supply is restored to your area. There may have been some damage to your property. If we can’t get your power back on, we ‘ll leave a letter at your property advising of that. You’ll need to contact a Registered Electrical Contractor (REC)* before the electricity connection can be made.

If your property has been damaged/destroyed and you want to have a temporary electricity supply connected to your property, to power a caravan for example, please contact an REC to arrange this.

Once your REC has completed works on your property, they will call the retailer to arrange the connection. The REC will supply the retailer an Electrical Works Request (EWR) and a Certificate of Electrical Safety (CES) for connection to be made.

If you don’t know who your retailer is please call the Customer Bushfire Support line on 1300 561 171, Monday to Sunday 8am to 8pm AEDT, and we’ll help.

If you no longer want power to your property, e.g. completely disconnected due to fire damage, please call the Customer Bushfire Support line.

*If you have trouble contacting a REC, have questions regarding installation hazards or the use of generators, please visit the National Electrical and Communications Association website at https://neca.asn.au/vic/find-neca-electrician or you can call them on 03 9645 5533.   

 

 

CUSTOMER BUSHFIRE SUPPORT LINE

We’ve set up a Customer Bushfire Support line for our customers affected by the bushfires across the state. Please call 1300 561 171 from 8am to 8pm Monday to Sunday AEDT. If you’re experiencing a power fault or emergency and need help now, please call our 24-hour Faults and Emergencies line on 131 799. 


KEEPING YOU INFORMED

For the most up to date information on outages in bushfire affected AusNet Services areas go to www.outagetracker.com.au

Follow this link for daily updates on your towns' current power status and estimated restoration date. 

Keep an eye out on AusNet Services’ Facebook page for community updates.

For general information about bushfire affected areas go to www.emergencies.vic.gov.au/respond


SERVICE STANDARDS

You may be entitled to a Guaranteed Service Level (GSL) payment from us if we do not meet service standards for supply restoration or reliability.

If you have been off supply for more than 20 hours you could be entitled to a GSL payment.
More information on GSL’s can be found here

If you have experienced loss or damage as a result of the bushfires, you should first contact your insurer.

For enquiries or assistance with making a claim, call the Customer Bushfire Support line on 1300 561 171, Monday to Sunday 8am to 8pm AEDT.