Electrical faults and emergencies
If you experience any electricity faults or emergencies, call our 24 hour service line:
CitiPower 13 12 80
Powercor 13 24 12
13 14 50
SMS or email updates
Register to receive SMS or email power outage updates.Register
Codes and guidelines
As a part of the energy sector, we have a huge responsibility to our customers and Victoria, so there are a number of codes and guidelines we must follow.
To make sure we do our job properly, we need to comply with a range of licences, codes and rules. These codes and guidelines relate to the economic regulation of our businesses, our reliability, customer service, and health and safety.
Our goal is not just to meet the benchmarks set by these codes and guidelines – we want to exceed them.
- Australian Energy Regulator (AER website)
- National Electricity Rules (AEMC website)
- CitiPower and Powercor Distribution Licences (ESC Website)
- National Electricity Market Metrology Procedures (AEMO website)
- Industry Codes (ESC website)
- Industry Guidelines (ESC website)
Ring Fencing Guidelines
The AER has released a ring fencing guideline to ensure we don’t provide an unfair advantage to our related businesses. These guidelines apply to all electricity distribution businesses.
The AER identified three areas of potential advantage, which the guideline seeks to restrict. These are:
- preventing us from using our revenue to support related businesses;
- ensuring we treat all businesses and customers on an equal basis; and
- ensuring information that we provide to related businesses is also available to other businesses.
In a few specific circumstances, we have sought exemptions (‘ring fencing waivers’) from some restrictions. This will ensure we can continue to provide services to our customers without disruption.
We have developed the following documents outlining the way in which we are complying with the guideline.
Click here for the list of CitiPower exemptions.
Click here for the list of Powercor exemptions.