Life support customers receive additional support, and we work closely with the energy retailers to keep an accurate register of life support customers.  It is important that you register with your electricity retailer and advise them on how you would prefer to receive information concerning your power.

Our team are consistently working to improve and maintain our electricity network, however there may be times when we need to interrupt your power to safely carry out important upgrades or maintenance on the electricity network. If this happens, we will notify you at least four business days before the outage.

Unplanned outages can also happen due to unexpected events like traffic accidents, severe weather, or bushfires. So, whether it's a planned or unplanned outage, we recommend having an action plan ready to ensure your life support equipment continues to operate smoothly.  

Here are some steps to help you stay safe and prepared:

• Organise a source of back-up power for your medical equipment such as a battery or generator
• Discuss an emergency plan with your doctor for extended outages
• Regularly check that your life support equipment is fully charged and ready for use
• Subscribe to our text/email power outage notification updates via our myEnergy portal or share details for a caregiver that should be kept informed
• Keep battery-operated torch with spare batteries next to your life support equipment
• Have a plan in place with a family member or friend to stay with them should you need to vacate your home until power is restored.
• If your equipment has a gas component, contact your gas retailer to discuss your needs.

For further information call our dedicated line for Life Support customers 1800 500 540.

You may be eligible for concessions or rebates related to life support equipment offered by the Victorian Government. For more information contact the Department of Families, Fairness and Housing at dffh.vic.gov.au or contact your electricity retailer.