How we notify you about power outages

When will I receive an SMS about a power outage?

If your electricity retailer has provided us with your mobile number, we will send you an SMS when:

• An unplanned power outage has been detected, confirmed, or even predicted within our electricity network.
• Power has been restored for an unplanned power outage.
• A planned power outage has been scheduled and your address will be impacted.
  
  
  
  • The primary account holder will receive a notification at least four full business days prior to a planned power outage
  • a reminder SMS notification will be sent around 9AM the day before the planned outage
  • an SMS notification will be sent if a planned outage is cancelled
• You are a life support customer and a planned power outage has been scheduled nearby, but will not impact your address. You will also receive a planned outage notice in the post.

To receive planned power outage SMS notifications, please update your details via your online account with your electricity retailer. You can also register additional phone numbers on your retailer account to receive planned outage SMS notifications.

Why haven’t I received a power outage SMS?

There are situations where an unplanned power outage has occurred and an SMS has not been received. These situations include the following:

For unplanned outages:

• Depending on the number of outages in the network, delays in receiving an SMS can occur especially during large or significant outage events.
• The outage has not yet been reported to Ausgrid. We rely on customers to let us know of unexpected loss of power at their address. If your power has gone out and you did not receive an SMS, you can report the outage on the Power Outage Map.
• The cause of the power outage is related to a fault at your property, and not an electricity network issue.
• There is an issue with your mobile service provider and you may be unable to receive the SMS due to a service outage or poor reception.
• An incorrect mobile number was recorded by your electricity retailer, or you have not registered a valid mobile number with your retailer.
• You are not on the Ausgrid network. You can use our network area check to find out if your property is supplied by Ausgrid.

For planned outages:

• Another household member has received the SMS as the primary account holder and no secondary numbers have been registered to the address.
• There is an issue with your mobile service provider and you are unable to receive the SMS due to a service outage or poor reception.
• An incorrect mobile number was recorded by your electricity retailer, or you have not registered a valid mobile number with your retailer.
• You are not on the Ausgrid network. You can use our network area check to find out if your property is supplied by Ausgrid.
  
  

My power is back on, why didn’t I get an SMS to let me know that the outage is restored?

When an unplanned outage occurs, sometimes we can restore power to a portion of the properties impacted in an outage before power can be restored to the whole area. In these cases, the SMS will be sent when power is restored to all affected properties. Check and report power outages in your area

I received an SMS even though my power is on, why?

Our systems may predict an outage at a property where neighbouring properties are experiencing a power outage. 

What is a ‘primary account holder’ and can I still receive an SMS if I am not the primary account holder?

The primary account holder is the person in the household who signed up with the electricity retailer. Typically, in the case of joint billing, the primary account holder name will be listed first on the electricity account or bill. Additional numbers can receive SMS notifications for planned power outages. To register additional phone numbers, please update your details via your online account with your electricity retailer.

Will an SMS be sent during the day and the night?

Yes, the SMS service is 24/7. For those who do not want to be disturbed throughout the night, there are several ways to adjust your phone settings such as switching your phone to silent, switching your phone to Do Not Disturb, or adjusting the sound/volume of your SMS notifications.

How does Ausgrid have my phone number?

Under the National Electricity Rules, your electricity retailer must provide Ausgrid with your phone number to enable us to notify you of upcoming planned power outages. Ausgrid takes reasonable steps to ensure that personal information held by us is secure from risks of loss or unauthorised access and disclosure. Find out more in our Privacy Policy.