Life support equipment and care

We do all we can to protect customers who rely on electricity supplies for their health and wellbeing.

If an unexpected power outage results in a life-threatening situation, please call 000.

Caring for Life Support customers

Life Support customers receive additional support, and we work closely with the energy retailers to keep an accurate register of life support customers. It is important that you register with your electricity retailer and advise them on how you would prefer to receive information concerning your power.

If you have not already registered as a Life Support customer, please contact:

your energy retailer (the company that sends your electricity bill) and follow their process, or
contact us directly on CitiPower: 1800 066 909 or Powercor: 1300 364 301

Registering as a Life Support customer does not guarantee your power will never go out, so it is crucial you have an action plan prepared in case of a power outage.

Priority telephone number for registered life support customers CitiPower: 1800 066 909 or Powercor: 1300 364 301
Text notifications prior to a planned electricity outage
Text notifications when we expect severe weather, to help you prepare in the event of a power outage
24/7 updates on our power outage webpage
24/7 faults and emergencies phone number CitiPower: 13 12 80 or Powercor: 13 24 12
When possible, priority restoration for any fault or outage on the network which impacts your property

You can register as a Life Support customer if you use any of the following equipment:

an oxygen concentrator
an intermittent peritoneal dialysis machine
a chronic positive airways pressure respirator
a Crigler-Najjar syndrome phototherapy equipment
a ventilator for life support
in relation to a particular customer – any other equipment (whether fuelled by electricity or gas) that a registered medical practitioner certifies is required for a person residing at the customer’s premises for life support.

Other equipment may include, but is not limited to, the following:

external heart pumps (ii) respirators (iron lung)
suction pumps (respiratory or gastric)
feeding pumps (kangaroo pump, or total parenteral nutrition)
insulin pumps
airbed vibrator
hot water
nebulizer, humidifiers or vaporizers
apnoea monitors
medically required heating and air conditioning
medically required refrigeration
powered wheelchair.

Preparing for a power outage

Our team is consistently working to improve and maintain our electricity network, however, there may be times when we need to interrupt your power to safely carry out important upgrades or maintenance on the electricity network. If this happens, we will notify you at least four business days before the outage.

Unplanned outages can also happen, even for Life Support customers, due to unexpected events like traffic accidents or severe weather. So, whether it’s a planned or unplanned outage, we recommend having an action plan ready to ensure your life support equipment continues to operate smoothly.

Steps to help you stay safe and prepared:

Regularly check that your life support equipment is fully charged and ready for use.
Keep a battery-operated torch with spare batteries.
Consider purchasing a power bank or portable phone charger.
Write down emergency phone numbers and keep them in a safe place, including doctor, hospital, family and friends
Discuss an emergency plan with your doctor in the event of extended outages.
If your power goes out unexpectedly, call our Life Support emergency number CitiPower: 1800 066 909 or Powercor: 1300 364 301
Register yourself and additional members of your household or carers to receive power outage notifications via your mobile phone at myEnergy.
If an unexpected power outage becomes life-threatening call 000.
If your equipment has a gas component, contact your gas retailer to discuss your needs.

Electricity and yourlife support equipment guide

For further information call our dedicated line for Life Support customers CitiPower: 1800 066 909 or Powercor: 1300 364 301. Download our Electricity and your life support equipment guide to help you plan ahead and stay prepared.

Download the guide now

Additional support

You may be eligible for concessions or rebates related to life support equipment offered by the Victorian Government. For more information contact the Department of Families, Fairness and Housing or contact your electricity retailer.