SMS notifications
How we notify you
We use SMS as our primary way to notify you about power outages. Depending on your situation, you may also receive a letter in the mail.
- SMS notifications are sent to the primary account holder and any additional mobile numbers registered with your electricity retailer.
- Postal letters are sent to life support customers, commercial premises, and customers without a valid mobile number on file.
Unplanned outages
If your power goes out unexpectedly, you’ll receive:
- An SMS within 15 minutes of Ausgrid becoming aware of the outage.
- A second SMS when power is restored.
SMS delays can occur during major events affecting large numbers of customers. If you didn’t receive an SMS, you can check whether the power outage is known to us and report it via the Power Outage Map.
Planned outages: what to expect
When essential maintenance is scheduled in your area, we’ll let you know in advance so you can prepare. You’ll receive:
- An SMS at least four business days before the planned outage
- A reminder SMS around 9am the day before
- An SMS if the planned outage is cancelled
- Life support customers will also receive a postal notice if there is a planned outage scheduled nearby, even if the outage won’t affect their specific address.
Didn't receive an SMS?
There are a few common reasons:
- Your electricity retailer doesn’t have your current mobile number, or you are not the primary account holder.
- The outage hasn’t yet been reported to Ausgrid
- High volumes of notifications are causing delays
- Your property type requires postal notifications instead of SMS
Keeping your contact details up to date
To receive SMS notifications, make sure your electricity retailer has your correct mobile number. You can also add extra mobile numbers to your account so more people at your property stay informed.
Life support customers
If you or someone at your property relies on life support equipment, you’ll receive:
- Postal notifications for planned outages
- SMS alerts for nearby planned outages, even if your address isn’t directly affected
This ensures you have as much notice as possible.
Quick reference: when you’ll hear from us
| Situation | How we notify you | When |
|---|---|---|
| Planned outage | SMS (and letter for some customers) | 4 business days before, a day‑before reminder, and a cancellation notice |
| Unplanned outage | SMS | Within 15 minutes of Ausgrid becoming aware, and again when power is restored |
| Life support (planned nearby) | SMS + letter | As soon as the planned work is scheduled |
Is your power out now?
If you didn’t receive a notification or want real‑time updates, check the Ausgrid Power Outage Map to report an outage or see what’s happening in your area.