Discover Energy understands that sometimes the unexpected occurs, such as a power outage. 

Here is a guide to help prepare you for when power outages occur on your property, keeping you safe and informed until the moments the lights come back on.

Click here to download a pdf copy

I have a power outage at my property? What steps should I take?

Check-in with your neighbours to see if they have also lost power. This will clarify if the cause of the power outage is: 

  1. A community grid issue
  2. Specific to your property

Your Power Outage is caused by a community grid issue
Call your electricity distribution company, or visit their website to determine the reasons for your power outage

Your Power Outage is caused by a factor specific to your property

Check if the safety switch has been tripped in your home. If your switch has not been tripped, call you energy retailer (Discover Energy) and your energy distribution company to find out if there are any relevant faults. If there are no current faults, you should engage a licensed electrician to do an electrical check for you.

Getting your power back on

Call your electricity distribution company. They are responsible for the physical delivery of your energy are are usually the best contact to enquire and request for a return to power. Most power outages are resolved by electricity distribution company.

What are the causes of power outages?

  • The safety switch has been tripped in your home
  • Planned essential maintenance works. Your distributor should provide you with prior notification
  • Disconnection due to unpaid bills. There are many steps that occur before a retailer can disconnect your service. You should have plenty of warning before this situation occurs, including numerous notices to you sent via phone, email or post
  • Severe weather or unexpected technical faults. This is the responsibility of your electricity distribution company. They should be your first point of contact if this is the cause of your power outage.
  • If the outage is not caused by any of the above, and your electricity distribution company does not report any fault on their end, you might have electrical issues specific to your property. If this is the case, you may need to engage a licensed electrician to do an electrical check for you.

What do I need to prepare for a power outage?

  • A copy of important contacts including your distribution company (they can be found on your bill)
  • If possible, a landline phone that does not rely on power or a charged mobile
  • A fully charge power bank or portable charger for your mobile
  • Access to a source of lighting such as a torch, flashlight or other battery-operated light devices
  • Access to news or updates, either through your through phone or radio (battery-powered or car radio)

What if I need an uninterrupted supply of power?

If you need an uninterrupted supply of power because you are on life support equipment or, have a medical condition that requires continuous power supply, you will need to be registered for life support with us. Please contact us to ensure your registration is complete. Check out our FAQ for more information.

If you have any other special needs that require uninterrupted supply, contact us on 1300 946 898.

For life-threatening emergencies please call 000.

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