COVID-19 Response

21 May 2020

Ausgrid is committed to the health, safety and wellbeing of our customers and the communities we work in, our staff and their families. We are continuing to monitor the COVID-19 situation and adjust our plans and arrangements as advised by the Australian Government.

Like every business across Australia, we are responding to the outbreak of COVID-19 and want to share some of the actions we are taking, aligned with information from Australian and international health authorities.

Our customers

We know the pandemic has made things tough for many of our customers and that is why Ausgrid is working with other energy networks to help provide relief for customers that are unable to pay their bills due to the ongoing impacts of COVID-19. You can find out more about the assistance on offer here.

Our operational practices in response to this pandemic are being regularly reviewed and updated but customers remain at the heart of our business. We are committed to working with you, and for you, to get through this difficult time.  

We understand that many of you will have changing needs and situations. Our contact centre is available to discuss general enquiries, life support information or power supply issues on 13 13 65.

For more information on future interruptions in your area, visit power outages.

Our staff

Our crews are continuing to do critical work to keep the electricity network running for everyone during this time. Sadly many of our field crews and contact centre staff have been abused almost daily as they continue to do this critical work.

We have launched a campaign called 'Give Us A Wave' to ask for public support for our people during this time. They are out there fixing the little problems now, so they don’t become big problems down the track. You can learn more about the campaign and watch a short film from our staff here.

Ausgrid is continuing to work with our staff to meet their needs and the needs of our customers as best we can. We have implemented a number of practice changes to the way we operate including:

  • Strict isolation protocols in accordance with the Australian Government’s requirements
  • Limits on face-to-face interactions where possible
  • Additional cleaning of our sites and workplaces
  • Additional personal protective equipment for staff
  • Telephone contact with customers before crews arrive
  • Phone notification of future outages, rather than face to face

Power supply

It is likely we could see energy demand in commercial or industrial areas decrease, alongside a ‘peak’ load in residential areas. This is similar to what we experience on an average weekend.

We have a range of contingency plans in place so we can be as responsive as possible to any changes. This includes a strong focus on completing critical tasks on our network to ensure it is as resilient as possible.

It is important this work is done now in case our workforce is impacted by the spread of COVID-19. For more information on this please see 'Prioritising Urgent Works'.

If we were to experience a major incident or storm during the pandemic, depending on restrictions in place, our response time may be impacted. We are asking everyone to do their part in keeping essential devices charged, have a back-up battery in place and think about what else your family may need if a power outage was to impact your home. We are all in this together.