What should I do if my property loses power?

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.


Related news
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If you have experienced a power outage as a result of the current flood conditions across NSW, we encourage you to contact and follow the updates from your network distributor. Here is the list of networks distributors across NSW. (Note: you can find out your specific energy distributor from the top right of your Discover Energy bill). Network faults and emergencies Ausgrid NSW Sydney metro (inner, northern and eastern) and surrounds 13 13 65 Endeavour NSW Greater Western Sydney, the Blue Mountains, Southern Highlands and the Illawarra, and the South Coast 13 37 18 Essential Energy NSW Country and regional NSW, southern regional QLD 13 23 91 Important Safety Information (Adapted from advice from Endeavour Energy) When a flood warning is issued:  move electric pump motors and portable appliances to an area above the estimated flood height.  keep your mobile phone charged and check that you have a torch and portable radio in good working order. Stay tuned to ABC radio for emergency updates know the location of your main switch and meter box  switch off electricity to non-essential circuits before they are submerged in rising floodwaters  download your energy distributors’s power outage app and follow us on twitter and Facebook for updates. You can who find your energy distributor is via your Discover Energy bill. If you are asked to evacuate:  switch off all appliances  cut off all electricity to the household by opening the main switch or removing switch fuses at the main switchboard or meter box.  Do this even if you have been advised that all power has been cut off to your area  make sure you have an evacuation kit with your mobile phone, charger, important phone numbers, medicine, and essential supplies.   Treat all power lines as ALIVE and dangerous:  keep well clear of ALL POWER LINES and particularly avoid contact with wires which are hanging low or on the ground, dangling in flood water or tangled in trees do not drive across fallen power lines. If power lines have fallen across or have been become entangled in your vehicle, remain inside your vehicle, and call for help. If in danger, open the door and jump well clear keeping your hands off the vehicle and feet together keep a good distance from power wires and poles if boating in floods. If in a wooden or fibreglass boat, do not touch the water or metallic parts of the motor when near wires or poles as they may be alive and dangerous  Before power is restored in the event of an outage your energy distributor must inspect the main switchboard and meters of areas that have been flooded. In the interim: do not use electrical appliances which have been in floodwaters do not handle any wet electrical equipment do not replace circuit fuses or restore power to a household which has been flooded until your home has thoroughly dried out and been checked by a licensed electrician Please also refer to our Power Emergency Kit for more safety advice. We are here for you. The safety of our customers is paramount. While enquiries about the physical delivery of electricity, such as power outages, can only be fully addressed by contacting your network distributor, Discover Energy endeavours to assist as much as we can. If you do have an enquiry or require assistance, please call us on 1300 946 898.
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