Customer Information > In an emergency

Please call the 'Faults and Emergencies' number shown in the top right corner of your Energy Account. This is the number to contact your local distributor who will best be able to help you. If you can't find a copy of your account, simply call us on 133 298, select option 1 and we’ll be able to help you out.

Power failures

Power failures, although rare, do happen every now and then. It’s a good idea to be prepared and have an action plan.

1. You can now install emergency lighting that automatically switches on when the power fails. It certainly makes things easier, have a look into it.
2. You can now install emergency lighting that automatically switches on when the power fails. It certainly makes things easier, have a look into it.
3. Keep torches in easy to find places. Some nifty rechargeable models will automatically switch on when the power is cut to the recharging unit. Even though candles are a bit romantic, try to avoid using them because they are a potential fire hazard.
4. Check to see if your neighbour’s lights are out. If not, the problem may be with your switchboard or fuse box. If you feel comfortable to do so, check your fuses or circuit breakers. If it looks like the power is only off at your house, you can ring an electrician for assistance or ring the faults and emergencies number located on your Energy Account to report the power failure. So you can find this number easily, stick it on your fridge, by the phone or somewhere else handy.
5. If other houses appear affected or the streetlights are off, ring the faults and emergencies number located on your Energy Account to report the power failure.
6. Ok so you might get hungry but try to minimise opening and closing fridge and freezer doors. They will start to warm up and spoil all the goodies inside.
7. You may want to unplug your TV, DVD player and other sensitive electronic equipment to avoid possible damage.
8. It’s a good idea to leave a light switched to on. That way you will know when the power has come back on.

Gas leaks

If you can smell gas, please follow these steps:

1. It’s really important that you don’t light any matches or use any device that could produce a spark. This includes electrical switches of all kinds (including light switches), appliances or mobile phones.
2. Make sure you turn off all gas appliances (ensure pilot lights are extinguished) and open windows and doors to ventilate the gas.
3. Never attempt to relight a gas appliance until the gas leak has been fixed.
4. If you can still smell gas, please turn off the main gas supply tap at the gas meter and call the faults and emergencies number located on your Energy Account.

Gas supply failure

If the gas supply to your house fails, please follow these two easy steps:

1. Turn off all gas appliances.
2. Call the faults and emergencies number located on your Energy Account.