Power outages, faults & emergencies
For a fault or emergency related to power infrastructure (poles, wires, power outages or interruptions) or gas (leaks or faults), contact your distributor for assistance and for the latest information on the outage or blackout in your area.
This information is available directly on your most recent bill. If your fault or emergency is life-threatening or dangerous, call 000 immediately.
/ Overview
Safety first, always
If your power is out or you notice an electrical problem, keep clear of damaged equipment and contact your distributor. Call 000 for fire, injury or anything life-threatening or dangerous.
For anything urgent, or if anyone at the premises uses life support equipment, contact your distributor on the number shown on your most recent bill.
/ How it works
If your power goes out
Check your home first
See whether it is just your home or the whole street, and check your switchboard for tripped safety switches.
Call or report
If it is urgent, or anyone at the premises uses life support equipment, contact your distributor now. Call 000 if it is life-threatening or dangerous.
We respond
The network operator investigates the fault and manages restoration. ASENO can assist with customer account and retail enquiries.
When to call us straight away
Contact your distributor immediately if you notice any of these:
- Sparks, smoke or burning smells from wiring or appliances
- A fallen or damaged powerline (never go near it)
- A complete outage affecting your street
- A fault and someone at home relies on life support
- Any situation where someone could be hurt, call 000 first
Frequently asked questions
Check whether the issue is limited to your property and, only if safe, check your switchboard. Contact your distributor for an outage or a power or gas fault. Call 000 if it is life-threatening or dangerous.
If neighbouring properties still have power, the issue may be within your property. Check the switchboard only if safe, then contact a licensed electrician or the network operator as appropriate.
Contact your distributor for outages and urgent power or gas faults. Their number is on your most recent bill.
The network operator manages restoration and customer updates. Restoration time depends on the cause, location, safety requirements and access.
The network operator may need to interrupt supply for planned work. Required notice will be provided in accordance with the applicable rules, except where emergency work is required.
Register life support equipment with ASENO so the premises can receive the protections and required notices that apply. Registration does not guarantee uninterrupted supply or priority restoration, so customers must maintain an emergency plan.
Get in touch
Our resident support team is here to help. In an emergency, always call first.
Emergencies & faults
For a power fault (poles, wires, outages or interruptions) or a gas leak or fault, contact your distributor. Their number is on your most recent bill.
Your distributor handles faults on the poles, wires and gas network.
Life-threatening or dangerous: call 000 immediately.