We know it’s important to keep you informed about interruptions to the power supply in your area. We will send you an SMS to let you know if we need to interrupt your supply to conduct essential network maintenance. We also send an SMS if we become aware of an unexpected loss of power in your street.
Prior to a planned power outage, we will notify the primary account holder (the name on the energy account) and any additional mobile numbers on the account at least four business days in advance with an SMS.
From late August 2023, planned outage notifications will be sent via SMS only and you will no longer receive postal notifications for planned outages unless you are a registered Life Support customer or do not have a valid number registered with your electricity retailer. Read more about the change.
If an unexpected power outage occurs, the primary account holder should receive an SMS within 15 minutes of Ausgrid being made aware of the outage and a second SMS when power is restored. SMS delays may occur if a large number of customers are affected.
We rely on customers to let us know of unexpected loss of power at their address. If your power has gone out and you did not receive an SMS or postal notification, you can report the outage on the Ausgrid Power Outage Map.
If your electricity retailer has provided us with your mobile number, we will send you an SMS when:
To receive planned power outage SMS notifications, please update your details via your online account with your electricity retailer. From late August 2023, you can also register additional phone numbers on your retailer account to receive planned outage SMS notifications.
There are situations where an unplanned power outage has occurred and an SMS has not been received. These situations include the following:
For unplanned outages:
For planned outages:
When an unplanned outage occurs, sometimes we can restore power to a portion of the properties impacted in an outage before power can be restored to the whole area. In these cases, the SMS will be sent when power is restored to all affected properties. Check and report power outages in your area
Our systems may predict an outage at a property where neighbouring properties are experiencing a power outage.
The primary account holder is the person in the household who signed up with the electricity retailer. Typically, in the case of joint billing, the primary account holder name will be listed first on the electricity account or bill. Additional numbers can receive SMS notifications for planned power outages. To register additional phone numbers, please update your details via your online account with your electricity retailer.
Yes, the SMS service is 24/7. For those who do not want to be disturbed throughout the night, there are several ways to adjust your phone settings such as switching your phone to silent, switching your phone to Do Not Disturb, or adjusting the sound/volume of your SMS notifications.