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
SMS or email updates
Register to receive SMS or email power outage updates.Register
Life support services
If we know you rely on a life support system, we will not physically disconnect your power supply.
This does not, however, mean that you will have a continuous power supply, because unplanned outages do happen for reasons beyond our control.
We encourage you to develop a back-up plan in consultation with your doctor or medical adviser to ensure you are well prepared for such an occurrence.
Different medical situations require different plans so the first step is to evaluate your circumstances.
The following are examples of what could be contained in a back-up plan:
- Consider a source of back-up power for your medical equipment such as a battery or generator.
- Become familiar with the different power circuits and power points within your home by checking your switchboard or contacting a registered electrician or calling us for technical advice.
- Learn what to do if your life support equipment stops working by using our step-by-step guide and brochure provided below.
- Consider if it is possible to store back-up equipment in your home such as oxygen bottles.
- Ensure your mobile is charged at all times and subscribe to our SMS/Email power outage notification updates and download our free Outages App available from the Apple Store or Google Play.
- Keep a torch with working batteries next to your life support equipment.
- Make prior arrangements with a family member or friend to stay with them should you need to vacate your home.
- If an unexpected power outage results in a life threatening situation, call 000 and request an ambulance.
If you have an emergency and you need to talk to us, call CitiPower on 1800 066 909 or Powercor on 1300 364 301.
Special Needs Customers – A guide for customers using a life support machine
Your doctor or medical adviser should have already explained what action to take should your life support machine stop working. You should follow their advice first. This guide can help you identify if a problem originates with the power supply or your life support machine.
Electricity and your life support equipment
CitiPower and Powercor Australia have been advised that someone at your premises requires the use of a life support machine. We have registered your address as having life support equipment, and will not physically disconnect your supply as long as you are registered.
We also provide you with this practical advice and an emergency telephone contact number in the event of a power failure (see Contact details below).
Registering as a special needs customer does not guarantee you a continuous power supply – unplanned power outages occur from time to time for reasons outside our reasonable control, and occasionally your power supply may need to be interrupted for local maintenance or upgrade works. You will be notified at least four days prior to any planned outage, but unplanned outages occur without any notice at all.
Your doctor or medical adviser should have already explained what action to take should your life support machine stop working. Naturally you should follow their advice first. If for some reason your hospital or doctor has not provided you with this advice or their information is in any way unclear, please contact them immediately.
In the event your life support machine unexpectedly stops working, this step-by-step guide will help you to determine if the problem originates within our electricity distribution system or within the life support equipment itself.
If your life support machine stops working, the problem could lie in any of the following:
- The life support equipment itself
- The power circuits within your home, or
- The power supply to your neighbourhood.
When your life support machine is operating normally
The following three simple steps will help you to determine where a potential problem lies, and should be undertaken while your life support machine is operating normally.
Step 1: plug in to the power supply
The way in which you connect your life support machine to the power supply will allow you to quickly identify why it has stopped working.
- Plug your life support machine into the first outlet of a double power point.
- Plug an appliance such as a lamp into the second outlet. Should your life support machine stop working, this appliance will act as a “tester” to quickly show you if there is power being supplied to that power point.
Step 2: access an alternative power circuit
All houses have a number of separate power circuits that supply power to different parts of your home. These circuits may be labelled in your fuse box or circuit breaker box. It is possible to have power supply fail in one circuit, yet still be supplied to another.
- Locate a power point on an alternative power circuit to your life support machine and plug an extension cord into it.
- Connect a plug board to this extension cord and place it close to your life support machine.
- Connect another household appliance to the plug board. Now you can easily see if the alternative power circuit is still operating, should your life support machine suddenly stop working.
If you are able to move about while using your life support equipment, you may be able to dispense with the extension cord and plug board and plug into another circuit by moving to a different area in your home.
Step 3: establish contact with a neighbour
Make contact with a neighbour and place their phone number on your emergency contact list on the back of this brochure. You can then quickly call and determine if a power failure is localised to your house, or is affecting others in the neighbourhood. Remember that telephones that rely on electricity will not work during a power outage.
If your life support machine stops unexpectedly
The following steps will allow you to determine the cause of a failure in your life support machine. This information will also help us to respond to your needs.
Step 1: check your test appliance
- Check the test appliance you have plugged into the same power point as your life support machine. If the test appliance is still functioning, then your life support equipment may be faulty.
- Plug your life support machine into the tester’s power point. If it will not start then your life support equipment may be faulty.
In both cases, you should refer to the plan you have developed with your medical adviser.
If the test appliance is not functioning, proceed to step 2.
Step 2: check your alternative circuit
- Check if the appliance plugged into your alternative circuit is still working. If it is, plug your life support machine into the alternative power circuit and turn it on.
- If it works, it is likely that a fuse has blown or a circuit breaker has tripped in the original circuit – call a Registered Electrical Contractor (electrician) for assistance.
- If your life support machine still does not work, there is most likely a fault within the life support equipment itself – again, you should refer to the plan you have developed with your medical adviser.
- If you have a safety switch installed, ensure that it is in the “ON” position.
If both circuits are not working, and you’ve checked your safety switch (if you have one), it is likely that there is an interruption to your power supply and you should proceed to step 3.
Step 3: contact CitiPower and Powercor
You should now assume that the power will be off for some time.
- Contact the neighbour you have arranged as an emergency contact to determine if they still have power.
- Contact CitiPower on 1800 066 909 or Powercor on 1300 364 301 and advise:
- Your name and address
- That you use a life support machine and you have lost power
- Whether your neighbour still has power.
Life Support emergency
1800 066 909
1300 364 301
Service difficulties and faults
13 12 80
13 24 12
1300 301 101
13 22 06
Telephone interpreter service
13 14 50