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Disaster Power Outage Payments for Residents

Financial relief has been made available for residential customers affected by prolonged power outages following the storm event on Wednesday 9 June. Assistance has been provided by the Commonwealth and State Governments under the Disaster Recovery Funding Arrangements, and we are supporting the roll-out of payments.

Please note, Prolonged Power Outage Payment applications have now closed. We continue to work through applications and will respond to applications received by the close date within 5 business days. 


Disaster Power Outage Payments for Businesses 

Financial relief has been made available for residential customers affected by prolonged power outages following the storm event on Wednesday 9 June. Assistance has been provided by the Commonwealth and State Governments under the Disaster Recovery Funding Arrangements, and we are supporting the roll-out of payments.

Please note, Prolonged Power Outage Payment applications have now closed. We continue to work through applications and will respond to applications received by the close date within 5 business days.


Dandenong Ranges Rebuild Plan 

At its peak, this storm impacted over 220,000 customers as it moved across the state. The Dandenong Ranges area was hardest hit, requiring significant work to rebuild the network and restore power.  

Work to rebuild the network has now been completed. If your property is still without power, please call 13 17 99 so we can help.  

 

Frequently asked questions

See the below FAQs for answers to questions you may have regarding the impact of the storm, our response, and where you can find additional information.

  • Where is my closest relief hub?
    Contact your local council for current information on relief hubs. 
  • My outage is not appearing on the outage tracker. What should I do?
    Our work to rebuild the network following the storms is now complete. If your property is still without power, please check your main switch or smart meter. If there is no light or display, there may be damage that a Registered Electrical Contractor (Electrician) will need to repair before we can reconnect you. If this is the case, please call us on 13 17 99 and we will help. 
  • Are planned outages still going ahead?

    Essential maintenance on the network has resumed. Planned works ensure the supply of safe and reliable power to the community. Please visit www.outagetracker.com.au for the latest information. 

  • Did AusNet call and for my bank account information? 
    We're contacting people who may be eligible for the Prolonged Power Outage Payment to assist with lodging claims. Our team may ask for your bank account details so we can process your payment. If you receive a call from someone you suspect isn't a representative of AusNet Services, please hang up and call 1300 561 171 so we can assist you. 
     
  • Can I get compensation for an outage?
    Yes. We provide compensation for customers that experience frequent or sustained unplanned outages. The amount paid is regulated by Victoria’s Essential Services Commission. If you qualify for a Guaranteed Service Level (GSL) payment, this will be automatically applied as a credit on your bill. This process is automatic, there is no need to submit a claim. 

    If you think you should have received a GSL payment but there is no credit on your bill, please speak to your retailer. 
     
    If you are experiencing financial hardship, you may qualify for government support. Please contact the Department of Families, Fairness and Housing to learn more.
     
  • How can I make a claim or complaint?

    If you are planning to lodge a claim for loss or damage of equipment, appliances or food, we suggest you speak to your insurer first. 

    To lodge a claim or complaint with us, please use our online form

    Customers affected by the storms may be able to claim up to $200 for food loss. All other claims will be assessed on a case-by-case basis. 

    If you are claiming for a damaged appliance, please include an individual assessment report from an appropriate person (e.g. an electrician or appliance repairer). 

    Please include as much evidence as you can in your claim. This might include but is not limited to photos and copies of receipts. 

    While we aim to process claims within 10 days, it may take some time for us to assess and respond to all claims and complaints due to the number of customers impacted by the June 2021 storms.

    If you are unable to submit your claim online, please call 1300 360 795 and our staff will assist.  

  • I’m submitting a claim to my insurer but have been told I need a letter from you. How do I get this?

    We can provide an Insurance Letter that verifies the outage at your address. Please complete this form on our web page and an Insurance Letter will be issued to you.

    How to request Insurance Letter

     

  • My whole street has power restored except for me! Why is this?
    Please check your meter box. If there are lights on, it is very likely there is a defect on your side of the meter. An electrician will need to repair this before we can reconnect you to the network. 
     
    If there are no lights on in your meter, please call us on 13 77 99 and one of our team will provide further advice.
  • How many people are impacted?
    At its peak, this storm impacted over 220,000 homes and businesses, or approximately one third of our customers.   
  • I’m on life support, what do I do?
    If you have Life Support equipment operating in your home and need assistance, please call our dedicated 24-hour Life Support line on 1800 818 832. 
     
  • I have spoiled food due to having no power. What do I do?

    If you have been without power for an extended period, your food may no longer be safe to consume. Please consult Health Victoria for further information. 

    You may be able to claim up to $200 for food loss. To submit a claim, please use our online claim form, or call 1300 360 795.  

  • Is my drinking water safe?
    For details on water quality, please contact your local water supplier. 
  • Why isn’t my solar working?

    In most circumstances, your solar system will not work during a blackout. DO NOT under any circumstances try to change any wiring or settings on your solar equipment. Doing so may cause serious injury to you, the general public or our field crews when they are working on lines connected to your network. For the electricity system to work (be in on a small scale in your home or on a large scale across the whole electricity network), electricity produced needs to match the electricity consumed almost exactly at any point in time. Unless you have a home battery that is set up to work as an isolated system, your solar panels will not work. 

    For more information on why your solar system does not work during an outage, please refer to our fact sheet.

  • I have wired a generator to my house. Is there anything I need to know?

    If you have a generator incorrectly wired to your house, it needs to be disconnected immediately as there is a serious risk that it will electrocute your household, your neighbours or our field team. Any wired-in generators must be installed by a qualified electrician. 

    If you think your generator has been improperly installed, turn it off immediately. 

    If you need any assistance with your generator, please contact an electrician.