As an essential service provider, we are continuing to do what we can to support our customers within the Covid-19 environment.
Our full resources are available to sustain high electricity reliability while also minimising the impact of our works on customers.
As a result, we are ready to support our customers and communities in any relaxation of conditions and economic recovery.
More information on our response is provided here:
We’ve had some questions about why we’re continuing to conduct planned outages during lockdowns in Victoria.
We understand many of our customers are working or studying from home. In response, we’re reviewing outages and where we can, we’ll look at rescheduling work or minimising the size and length of the outages.
Planned maintenance is an essential part of how we manage our network. Planned outages allow our crews to safely maintain the electricity network so we can keep delivering reliable power to homes and businesses.
Since March last year, parts of Victoria have experienced more than 200 days of lockdowns. Cancelling or rescheduling work for such a long period would increase the risk of unplanned power outages for homes and businesses as well as potentially serious community safety concerns, particularly in relation to the annual bushfire season.
As an essential service provider, we must continue:
As the hotter summer months are approaching, our work inspecting and maintaining our network is even more critical and highlights why we must continue with this work.
For those who may be impacted by planned outages, we have developed some tips in the fact sheet below on how to prepare for a planned power outage.
The Victorian Government has issued advice to customers about what they can do during a power outage if it impacts a person’s health or safety.
For further information, our contact centre remains fully operational:
Our full resources are available to support our customers. Please be assured:
If we need to work on your property, please advise if anyone in your household is self-isolated due to Covid-19, so our crews can take appropriate precautions for their own safety.
If you are a customer who relies on electricity to provide vital health support, then please ensure your contact details are updated with our Customer team via firstname.lastname@example.org or email@example.com.
We keep records of anyone reliant on life support systems to ensure we do not physically disconnect their power supply. We will also let them know of any necessary planned outages so they can be prepared with a back-up plan.
We are supporting homes and small businesses impacted financially by COVID-19 by providing relief from network charges on their electricity bills.
There are two types of charges on your electricity bill.
Because distribution networks like us manage your electricity meter, we provide the energy retailers (the company who sends your electricity bill) with the data on your consumption for billing purposes.
Please also be assured we are continuing to support retailers to not disconnect customers and prioritise the health and safety of customers.
Due to the Federal Government’s restrictions around public gatherings and when people should leave their homes, we have closed all receptions and front counters across our depots until further notice.
We are still open for business and customers can get in touch with us via our Contact Centre at the numbers below or via email.
If you need to visit anyone at our offices, please contact them by phone to meet you outside reception. Please ensure appropriate social distancing measures are used throughout your meeting.
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