Register as a life support customer

If you or someone in your home relies on medical equipment, you may be eligible to register as a life support customer. Registration helps ensure you receive planned outage notifications and support during power outages. 

An older couple writing in their diary and using a laptop.
An older couple writing in their diary and using a laptop.

Who can register?

You may be eligible if you rely in equipment such as:

  • an oxygen concentrator
  • an intermittent peritoneal dialysis machine
  • a kidney dialysis machine
  • a continuous positive airway pressure respirator
  • Crigler-Najjar syndrome phototherapy equipment
  • a ventilator for life support
  • any other equipment that a registered medical practitioner certifies as required for life support.

If you're unsure, speak with your doctor or electricity retailer. 

How to register

  • You, a family member or carer can register directly with Ausgrid by calling 13 13 65 (9.00am to 4.30pm).
  • You can also contact your electricity retailer to see if you’re eligible for the NSW Life Support Energy Rebate. Registration for life support and/or the NSW Life Support Energy Rebate requires completion of the Life Support Energy Rebate Form, which is to be signed by your doctor.
  • Your Electricity Retailer will support you with your rebate application and can also register you as a life support customer and pass this information to us.

How to remove or change your details

Please call your Electricity Retailer to update your contact details or contact us on 13 13 65 to change your life support status.

You may be eligible for financial assistance

Our Customer Assistance Framework has been developed to assist customers who need to pay Ausgrid directly for bushfire safety rectification work, damage to our network, the rental of tiger tail safety equipment and defect rectification. To find out if you are eligible for assistance, please see our Customer Financial Assistance page.

Do you have difficulty hearing?

If you have difficulty hearing, you can talk to us via the National Relay Service (NRS). The NRS is an Australian Government phone and internet service for people with hearing or speech impairments.

  • For TTY (teletypewriter) services, call 13 36 77 then ask for 13 13 65.
  • For speak and listen services call 1300 555 727 then ask for 13 13 65.

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