Ausgrid is going digital. From August 2023, Ausgrid will be no longer send postal notifications when notifying customers of an upcoming planned power outage. Customers will continue to receive SMS planned outage notifications at least four business days prior to the outage.
From late August 2023, Ausgrid will send planned power outage SMS notifications instead of postal notifications for most customers.
The primary account holder of each household will receive an SMS notification at least four (4) business days prior to a planned power outage.
Please note that we will continue to send planned power outage notification letters to registered life support customers and to customers who have not provided their electricity retailers with a valid phone number.
Customers seeking to receive SMS notifications for other household members can register additional phone numbers via their online account with their electricity retailer.
From early August 2023, Ausgrid will be undertaking an advertising campaign to inform customers of the upcoming change and remind customers to update their details online via their electricity retailer’s website or app.
In the upcoming weeks, you may receive an increased volume of customer enquiries. We ask that you ensure your customer experience teams are made aware of the transition and are prepared to answer any incoming questions from customers. We have included a list of FAQs to assist with this.
Further, we would be grateful if you could include a message on your invoices and websites to encourage customers to update or register their contact details with you.
We thank you for working with us to ensure the best outcomes for our customers.