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Neutral Integrity Alerts
When our systems detect a potential issue with a property's electricity connection we are proactively notifying customers by SMS.
At Ausgrid, safety is our top priority. That’s why we’ve introduced Neutral Integrity Alerts - a proactive safety measure powered by smart meter technology to help identify potential electrical faults before they become serious risks.

What is an Neutral Integrity Alert?

An Neutral Integrity Alert is a remote diagnostic test performed using data from the smart meter installed at your property. These tests focus on the neutral connection - a critical part of your electrical system that ensures safe and stable power delivery. The alerts detect signs of connection faults within the meter switchboard and flag these for further investigation by a Ausgrid Emergency Service Officer.  

Why are these checks important?

Neutral integrity issues are often invisible to the naked eye but can pose serious risks. By using smart meter data to detect these problems early, we can:

  • Prevent electric shocks and fires
  • Minimise disruption to your power supply
  • Improve overall network safety for the community.

Early detection of faults minimises the risk of electric shocks

If your property’s connection to the electricity network is compromised it can lead to electric shocks, equipment damage, or fire hazards. The Neutral Integrity Alert provides early detection to keep you safe.

What happens if a potential issue is detected?

If our system flags a potential issue at your address, we’ll contact you directly - usually via SMS or email, and dispatch an Ausgrid technician to inspect the situation.
During the visit:

  • The technician may need access to your main electrical switchboard
  • Power may be temporarily turned off to conduct safety tests
  • If a safety risk is confirmed, we may need to disconnect your supply until repairs are completed.

Have you experienced a shock or tingle?

REMEMBER: Experiencing shocks and tingles are a sign that something is wrong. They should be treated as an electrical emergency, and the situation could be life-threatening. If you experience a shock from a tap, wire or metal object at home call triple zero (000) and call Ausgrid on 13 13 88 so we can arrange a safety inspection of your switchboard.

Who is responsible for repairs?

  • If the fault is found to be within Ausgrid’s network, we’ll arrange and carry out the necessary repairs.
  • If the issue lies within your electrical installation, you’ll need to contact an Authorised Service Provider (ASP) or licensed Electrical Contractor to resolve the problem as it forms part of your property. (Ausgrid is legally restricted from performing certain types of work, which includes repairing defects on switchboards, service lines and private poles owned by the customer.)

    What should you do if you receive a notification?

    If you receive a message from Ausgrid about a Neutral Integrity Alert:

    1. Be prepared for an Ausgrid technician to visit your home.
    2. Ensure that there is clear access to your electricity meter.
    3. If you receive a tingle or shock from a tap, shower head or metal appliance call triple zero (000) and call Ausgrid immediately on 13 13 88.

    For further information please contact us on 13 13 88 and quote your reference number provided on the SMS.