How to update your details with your retailer
If your retailer is not listed, please login to your online account or contact your retailer directly to update your information.
We’re changing how we notify you about power outages. From August 2023, you will no longer receive postal notifications alongside SMS notifications about planned power outages.
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.
To receive SMS notifications for outages, please ensure your contact details are up to date with your electricity retailer (the company listed on your electricity bill). View instructions on how to update your details with your retailer.
Find out more on how we notify you about planned and unplanned power outages.
If you have registered a mobile phone number with your electricity retailer, you will no longer receive postal notifications about planned power outages. Instead, you will receive an SMS notification informing you of an upcoming planned outage.
Registered Life Support customers will continue to receive postal notifications as well as SMS notifications if they have provided their phone number to their electricity retailer.
Customer contact details are provided to us by your electricity retailer.
If you have not received an SMS from Ausgrid, please check that your details are up to date with your electricity retailer. You can do this via your online account through your retailer’s website or app.
Our customers have told us they prefer the convenience of SMS notifications for planned power outages. Additionally, stopping postal notifications will help Ausgrid become a more sustainable business by reducing carbon emissions from printing, postage and transport.
Yes, you can register additional phone numbers to receive SMS outage notifications via your electricity retailer.
Phone numbers are registered to each address individually; if you would like to be notified of planned outages for multiple premises, you will need to register a phone number for each address.
The Australian Energy Market Operator (AEMO) B2B Procedure Customer and Site Details Notification Process governs how we receive customer data from their energy retailer for the purpose of notification of essential services. In some circumstances we collect personal information directly from the customer or from a third-party service provider.
To receive SMS notifications, customers will need to update their contact details with their electricity retailer.
In accordance with the AEMO B2B Procedure Customer and Site Details Notification Process, Ausgrid receives customer contact information from the electricity retailer in a one-way process. Currently, there is no method for Ausgrid to be able to share updated contact details with retailers.
Yes. Ausgrid takes reasonable steps to ensure that personal information held by us is secure from risks of loss or unauthorised access and disclosure. Our IT systems require user authentication and we use firewalls and encryption.
Planned outages are necessary to replace aging equipment, conduct maintenance, or extend the network to connect new premises. 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 four (4) business days in advance and by keeping the interruptions as short as possible.