Power Outage Support

What to do in an unplanned power outage

If you experience an unexpected power outage, follow these steps to stay safe and report the outage to us.

Ausgrid electricity poles in storm

Steps to take in an unexpected power outage:

  1. Check if you’ve received an SMS notification from Ausgrid informing you we are aware of an unplanned outage in your area. If you don’t see an SMS, check again in 15 minutes. Depending on the number of outages in the network, delays in receiving an SMS can occur especially during large or significant outage events.

  2. Check our power outage map to see if we are aware of the outage and whether this is part of a planned outage. 

  3. Check if other lights and electrical equipment are working and check if your neighbours have power. If you have electricity to some parts of your property or if your neighbours have power and you don’t, the problem could be inside your home.

  4. Look outside for damage, such as fallen wires or trees on wires. If you see or hear anything that you think might have caused the outage, report the electricity hazard via our website or call 13 13 88. Stay at least 8 metres away from any hazardous situations including fallen powerlines or trees lying across powerlines.

  5. Once you have assessed the situation, you can report the outage to the power outage map or call 13 13 88.

Keep these items handy for emergencies:

  • A torch or low volt portable light and a radio (make sure to occasionally check that the batteries are charged)
  • Spare batteries
  • Power banks or portable battery packs
  • A list of emergency phone numbers and contacts
  • Cash to use in shops if the electronic payment system is down
  • USB car charger for your phone or other devices
  • A first aid kit
  • Spare blankets and warm clothing for cold nights

Contacting Ausgrid

You can contact Ausgrid on 13 13 88 (24 hours) or check the power outage map for outages in your area.

If a power outage has affected a large number of customers, our contact centre will become very busy, very quickly. You may hear a pre-recorded message when you call. Where possible, this will include an estimation of the time it will take to restore power.

SMS notifications 

When an unplanned outage occurs, the primary account holder will receive an SMS as soon as Ausgrid is aware of the outage. An SMS will also be sent when power is restored.

Find out more about how we notify you about planned and unplanned power outages.

Life support customers

If you rely on life support equipment, we encourage you to register your details with us and prepare an action plan in the event of a planned or unplanned power outage. Read more about life support on our website.

What to do in extended power outages

While we work to restore power, you can:

  • Leave one light switched on so you will know as soon as the power is restored
  • Switch off and unplug sensitive electrical and electronic equipment like TVs, computers, smart devices or appliances, as well as air conditioners and hotplates. 
  • Keep a torch and ensure you have spare batteries available.
  • Tune into your local radio station with a battery-operated radio or the car radio for power restoration updates.
  • Assist your neighbours where possible but remember safety first.
  • If you have a generator, only use it to provide power directly to appliances. NEVER connect it to the house switchboard or wiring as your equipment could be damaged when supply is restored. Download our generator safety factsheet for more information.
  • Avoid opening the fridge or freezer door – make a note of the time you lost power so you can gauge if the food in your fridge is safe to consume.

The NSW Food Authority advises:

  • If power is out for more than 4 hours, food in fridges can spoil. Keep the refrigerator door closed as much as possible.
  • Freezers will usually not defrost for at least 24 hours, provided the door has been kept shut.

Please see the full advice of the NSW Food Authority.