Outages FAQs

If you will be affected by a planned outage, your electricity retailer will send you a letter in advance, so you can make other arrangements.

Planned outages are also listed on our website, visit the planned outages page.

• Treat all electric lines as live during the power outage period. Power will be restored as soon as the work is completed which might be earlier than the time specified.  
• If you have medical support equipment that is dependent on electricity, be ready with your back-up plan to maintain the use of your equipment.
• Shut off or disconnect all sensitive equipment (computers, televisions etc.) before the outage begins, to reduce the risk of damage from power surges that can occur when power is restored.
• Minimise the opening of fridge/freezer doors to maintain the temperature. Food will keep for at least one day if seals are in good condition.
• Turn off any major appliances like washing machines or heat pumps, prior to the outage. This will prevent them from unexpectedly coming on when the power is restored.
• Make sure all heat-producing appliances (for example, ovens, irons and hair straighteners) are turned off. This will minimise any fire hazard if the power is restored while you’re away.
• Notify your alarm and phone company as alarm phone systems can be affected.
• Make sure you know how to override or manually operate security gates and automatic garage doors.
• If you have a generator, please follow general safety guidelines and never use a generator indoors.

To report a fault call MainPower on 0508 60 70 80.

If a major outage occurs please see our Unplanned Outages page for updates.

• Treat all electric lines as live. Don’t go near any damaged or broken power lines and electrical equipment – keep yourself, others and animals clear of fallen lines and phone MainPower immediately.   
• Shut off or disconnect all sensitive equipment (computers, televisions etc.) to reduce the risk of damage from power surges that can occur when power is restored.
• Minimise the opening of fridge/freezer doors to maintain the temperature. Food will keep for at least 12 hours if seals are in good condition.
• Turn off any major appliances like washing machines or heat pumps. This will prevent them from unexpectedly coming on when the power is restored.
• Make sure all heat-producing appliances (for example, ovens, irons and hair straighteners) are turned off. This will minimise any fire hazard if the power is restored while you’re away.
• Notify your alarm and phone company as alarm phone systems can be affected.
• If you have a generator, please follow general safety guidelines and never use a generator indoors.
• Traffic lights might not be working. If you go out, be aware that street lights and traffic lights may not be working.
• Be aware that water pumps in rural areas may not work when the power is off. Protect your water supply with a back-up supply using a header tank or a high volume pressure tank.

• Check your terms and conditions with your electricity retailer - it will detail notification periods for planned electricity network outages and any compensation clauses.
• Check your insurance provisions – how long does power need to be off before the policy covers you.
• Have a good back up plan and ensure your staff are trained.
• Consider the use of manual eftpos and credit card options.
• Can your site be supplied by a generator – know your capacity requirements, connection options and generator hire contact details.
• Have alternative locations for storage of perishable goods and freezer blankets.
• Have back-up alternative locations to work from and phone diversions to mobiles contingency in place and when the power comes on understand what equipment needs resetting.

Special consideration is given to the continuity of supply to customers whose health or livelihood could be adversely affected by an interruption. Priority customers include those who maintain essential services as well as medically dependent customers.

Customers with serious medical conditions, who rely on continuity of supply to support life, are treated as priority customers. Every effort is made to maintain continuity of supply and, if necessary, to advise them of any interruptions to supply so that alternate arrangements can be made. If you are a medically dependent customer, please ensure we are aware of your needs. You can provide this information online. Or, contact us on 03 311 8300.

MainPower provides a 24-hour fault response service. When a customer’s property or actions have caused the fault, the responsible customer will be charged a call out fee.

Call outs caused by a MainPower network fault will not incur a fee.

MainPower call out fees

• During normal working hours (7:30 a.m. – 5:00 p.m. Monday-Friday)
• $176+GST minimum for up to two hours, plus travel (charged per kilometer)
• Additional charges will be billed for any equipment required (e.g. replacement power pole) and time exceeding the initial two hour call out period. Additional time between 7:30am-5pm will be charged at our standard rate ($88+GST per hour).

• After-hours
• $264+GST minimum for up to two hours, plus travel (charged per kilometer)
• Additional charges will be billed for any equipment required (e.g. replacement power pole) and time exceeding the initial two hour call out period. Time will be charged at our after-hours rate ($132+GST per hour).

All chargeable call outs will incur a minimum fee for a two hour period (travel time inclusive). Where we are required to stand staff down as a result of attendance at a  fault we reserve the right to charge a stand down fee.