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Power outages – customer entitlements

If the power goes out, customers may be entitled to payments under the Guaranteed Service Level scheme.

Is anyone eligible for a payment when the power goes out?

In some circumstances, where there’s a power outage, customers may be eligible for payments however the scheme doesn’t apply in every circumstance. If the outage is a result of a major event outside the control of the electricity distributor, the distributor may be exempt from making payments.

Who may be eligible for a payment for a power outage?

If a distributor is not exempt due to a major event, and if you have been cut off from power for more than 12 hours, you may be eligible for a payment.

The power has been off for days, what now?

After an extreme weather event, the focus for the energy distributor is to restore power.  Afterwards, the distributor may be obliged to make payments if:

  • it has not been decided that the cause was a major event, and
  • the customer service level was lower than the regulated standard.

If you have not heard from your distributor in this time, give them a call. Be sure to call your distributor, who is responsible for running the network, rather than your retailer.  See over for a list of contact details for distributors.

If you are not satisfied with the response from your distributor, you can contact the energy ombudsman on FREECALL 1800 500 509.

How much might you be eligible for?

If you are eligible for payments, the amounts range from $80 to $360 depending on how long the power is out and where you live.  The amounts are set out in section 6.3 of the distribution code.    

Who is my electricity distributor?

The state is divided between five electricity distributors.

Area servedCompanyFaultsGeneral enquiries

Area served Company Faults General enquiries
Western suburbs and western Victoria Powercor Australia
www.powercor.com.au
13 24 12 13 22 06
Outer northern and eastern suburbs and eastern Victoria  Ausnet Services
www.ausnetservices.com.au
13 17 99 1300 360 795
Southern and eastern suburbs and Mornington peninsula United Energy Distribution
www.ue.com.au
13 20 99
SMS service: 0447 100 333
1300 131 689
City and inner suburbs Citipower
www.citipower.com.au
13 12 80 1300 301 101
Northern and north-western suburbs Jemena
www.jemena.com.au
13 16 26
SMS service: 0427 840 744 
1300 131 871

To check who your local distributor is, go to www.earthresources.vic.gov.au and search for electricity distributors.

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Essential Services Commission