Smell gas? Is someone’s life or house in danger? Call 000 right away. For blackouts or gas outages, contact your local distributor for updates on when things will be fixed. They can also arrange to send someone out if there’s a fault at your property.
Please note: if more than one distributor for each energy type operates in your area, refer to your bill to know who yours is.
Residential & Small business customers
We can’t fix supply problems but we can assist you in reaching your distributor.
We’re available Mon–Fri 7am–7pm (AEST)
Call us on 13 24 61
Large business / Commercial and Industrial customers
Our team can advise on how we can support your business.
We’re available Mon–Fri 8.30am–5pm (AEST)
Call us on 13 23 34 or email
Natural disasters
What to do in the case of bushfires, floods and other emergency situations
Extreme weather
Information for customers affected by heavy rain and thunderstorms.
Severe weather in VIC
Find a map of local outages at your distributor’s website: Jemena, CitiPower/Powercor, Ausnet or United. Or, find safety and support info below.
- When experiencing outages due to extreme weather conditions, find your local distributor and visit their website for the latest information and updates.
- Your distributor will have all the information about when power will be restored
- Please take care while driving on roads and keep a look out for unexpected situations.
- Fallen, low-hanging or damaged powerlines are very dangerous. Please report any instances to your distributor. Keep clear and do not touch under any circumstances.
Floods
If you’re in a flood, here’s how to prepare and what to do to get help.
- Floodwater damage to your home’s electrical circuitry, gas installations or appliances can threaten safety. Your local distributor can advise you on how to get back up and running.
- You should call an accredited electrician (NSW only) or registered electrician contractor to inspect your home or building after any flood damage.
Financial support
- See our financial assistance optionsto find out how we can help with your bills during this difficult time.
- You may also be eligible for government assistance, seeServices Australiafor more information.
Being prepared for a flood
- For customers using life support equipment we recommend that you’re always ready with an action plan in the case of an outage or emergency. See our detailed life support information page.
- If you have some warning that your home or business is going to be affected by flooding, contact your distributor to have your energy supply disconnected beforehand.
- Where you can, store electrical appliances in a higher position and switch them off before the flood.
- If your supply has not been disconnected and it’s safe to do so, turn off all switches (including main switches) before the flood.
- Update your Origin communication preferences from post to email in your online account.
What to do during a flood
- If you see fallen powerlines, it’s important to stay well away, warn others and report them to emergency services000oryour distributor.
- Keep your shoes on, footwear can save lives.
- Flood waters can damage the electricity network – if your power is still connected carefully leave your flooding house or building.
- Make sure you don’t operate or plug in electrical appliances or switches that have been standing in water or are damaged, they’ll need to be checked by a qualified electrician before you use them again.
- Don’t connect portable generators to the electrical wiring of your house or office unless a licensed electrician has installed a changeover switch. Appliances can be plugged directly into the generator, but make sure you always read the manufacturer’s instructions very carefully before doing so.
- Follow instructions from local authorities and be ready to evacuate if necessary. If possible, follow your local authorities on social media to stay up to date with what’s happening.
- Be careful in boats. Reduced power line height clearances can make moving around in a boat risky. Floodwaters will lift you closer to powerlines. Stay alert for any dangerous nearby objects.
- The LPGSafety fact sheet (PDF 86 kb)prepared by the Department of Employment, Economic Development and Innovation, provides details on what to expect if your natural gas or LPG has been affected by floods, the next steps to take and who to call for help.
What to do after a flood
- Your distributor may have disconnected your property during the flood, you’ll need to get in touch with them to arrange to have it turned back on when it’s safe to do so.
- If your meter box has been damaged you’ll require a qualified electrical contractor to test and check your supply before you can reconnect your energy.
- In Victoria your qualified Electrical Contractor will need to provide the distributor with a certificate of electrical safety following their inspection.
- If a flood area has been considered high risk by your distributor, they may have de-energised sections of the electricity network for public safety reasons.
- In heavily flood affected areas it may take some time for your distributor to safely access your property to access damage and repairs.
- Take care when cleaning up. Fallen powerlines hidden in branches, debris or water can be extremely dangerous. Don’t take chances. If you find a fallen power line, keep well away, warn others and call the electricity distributor in your area or 000.
Bushfires
In case of bushfire, here’s what to check.
- Electricity and natural gas supplies are often disconnected during bushfires for safety reasons. Contact your local distributor to get updates on any disconnections.
- If your solar photovoltaic (PV) panels are covered in ash or otherwise damaged, contact a licensed solar electrician.
- Our LPG customers should refer to our bushfire safety adviceor call us on13 35 74.
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