To ensure we supply your electricity to a safe standard, our equipment must be maintained or replaced from time to time. We may need to interrupt your power supply to carry out essential maintenance, connections and upgrades safely.
If we plan to do upgrades or maintenance work that affect your power supply, we’ll notify you at least four business days prior to the interruption with information on the date, time and duration.
|We are switching off planned power outage postal notifications from August 2023 for non life support customers. Find out more about the change.|
Didn’t receive an SMS outage notification? Find out more about how we notify you.
Use this checklist of simple precautions to prepare for a power outage.
|Life support medical equipment
Check your life support equipment has sufficient battery charge for the duration of the power outage. Customers relying on medical equipment should prepare an action plan for when the power goes off. You can use the Action Plan Checklist as a guide.
Devices and appliances:
Security and safety:
Minimise food spoilage:
For information on what to expect on the day of the planned power outage, please see the FAQs below.
There are times when works are completed earlier than expected and the outage will finish before the end time. There may also be unforeseen circumstances where works may overrun the end time. In these cases, Ausgrid does its best to limit disruption to the window advised.
Planned outages are scheduled to allow enough time to complete all aspects of the required work. This includes safety checks prior to starting and before reinstating the power. Individual customers may have their power switched on or off at different times between the listed start and finish time as work progresses.
Impacts such as weather, unforeseen network incidents or staffing changes may result in planned power outages being cancelled at short notice. If this is the case, the outage will generally be rescheduled to a new date at least 4 business days in the future. We will notify impacted customers a minimum of 4 business days before the rescheduled planned start date and send a reminder SMS on the day before the rescheduled power outage.
Power outages may impact a number of streets at a time and the work to improve, repair or check the network may be taking place at another location. Crews must wait until safety checks have been completed before they can start work. In some cases, they may need to wait for any specialised equipment to arrive on site before the job can commence. Generally, if an outage is cancelled, we will send an SMS cancellation message to the primary account holder (where a mobile phone number has been supplied to the electricity retailer). In some cases, this is not always possible due to process constraints.
Planned interruptions are necessary to replace aging equipment, conduct maintenance, or extend the network to connect new premises. By turning the power off, our staff can stay safe while working on the electricity network. This ensures we can keep providing a safe and reliable power supply to our customers. We mitigate the inconvenience as best as we can by providing notification a minimum of 4 business days in advance and by keeping the interruptions as short as possible.
When scheduling a planned outage, we must consider the following:
We conduct most outages during the day to increase safety for workers and the public, as well as to keep the cost of operating and maintaining the network as low as possible. On rare occasions, we must arrange outages to occur overnight or on weekends due to restrictions outside of our control.
If the power is out for more than 4 hours, NSW Food Authority advises that food in fridges can spoil. To minimise this, keep the refrigerator door closed as much possible. Freezers will usually not defrost for 24 hours, provided the door has been kept shut.
We may interrupt the power supply to connect new customers, maintain or repair the network, in accordance with the Deemed Standard Connection Contract [Section 10] and where permitted under the energy laws.
We provide 4-7 days written notice to allow customers to make alternative arrangements if required. For this reason, we do not consider compensation for planned interruptions.
You can find out more about claim eligibility in our Claims Help Section under ‘What can I submit a claim for?'
Yes, you can register as a life support customer either with your retailer or directly with Ausgrid. If you rely on life support equipment, but are not yet registered as a life support customer, we encourage you to register your details with us and prepare an action plan in the event of a power outage. Read more about life support registration and how to make an action plan for power outages.
Ausgrid does not provide, or reimburse for, the cost of generators for planned outages. If you choose to arrange your own generator, or alternative backup power supply, information on generator safety can be found in the Generator Safety Factsheet.
Your nbn/internet needs power, so it will likely be affected if it does not have a battery back-up. Please visit the nbn website to check the status of the nbn network at your address. Depending on the size of the outage, mobile phone coverage may also be affected. If you rely on the nbn or internet for emergency phone contact, please contact your equipment provider or telephone/internet provider for further information.
You do not need to switch off or adjust any solar installation before or during the interruption.
If you have a planned outage enquiry, please call Ausgrid on 13 13 65 (Mon-Fri, 9 AM to 4:30 PM excluding public holidays).
To report a power outage, hazard or emergency, please call 13 13 88 (24 hrs).