News

Changes to better help life support customers

21 July, 2020

In response to feedback from life support customers Ausgrid has implemented some changes to better assist them during power outages.

Ausgrid Chief Customer Officer Rob Amphlett Lewis said the changes are designed to help customers prepare and to get information they need quickly.

“We know that being without power for an extended period is an inconvenience for any customer, but it can be much scarier for those who rely on life support equipment at home.

“This is why we’re improving our processes, so as a business we can better help life support customers. There is too much at stake to get this wrong and their welfare is paramount”, Mr Amphlett-Lewis said.

Ausgrid is contacting registered life support customers to let them know about the changes.

“Life support customers are important to us. If you or someone you care for uses life support equipment please just let us know when you call", Mr Amphlett-Lewis said.

We’ve also been working on ways we can help customers better prepare if their power does go out.

“Our research found 60 percent of our life support customers don’t have an emergency plan for when power goes out. 

“After speaking to customers we’ve put together an updated action checklist to help customers prepare their own Plan B. It sets out practical things they may want to consider if they lose power”, he said.

Ausgrid is also urging life support customers to register their contact details with their retailer and Ausgrid.

“If you change your address or phone number it is crucial that you let us know so we can contact you in the event of a prolonged outage and provide more information to help you”, he said.

Customers can register their life support status with Ausgrid by calling 131365.

You can more information on life support at ausgrid.com.au/lifesupport

A mother in a wheelchair with her daughter