Have you got a home emergency kit ready?
A home emergency kit is designed to help keep you and your family safe while we work to get the power back on. Make sure everyone knows where it is kept and that the kit includes:
Power outages can happen without warning, especially when bad weather hits. Our crews will work around the clock to restore power safely and as fast as possible but it’s still important to know what to do. The best time to get ready is now - while the power is on.
A torch
Know where your spare batteries are too.
Power banks or portable battery packs
Make sure they are charged!
A portable radio
Listen out for updates from your local radio station.
Spare cash
To use in shops if card machines are down.
A first aid kit
Keep this topped up with essentials you might need in an emergency.
Warm clothing
Or extra blankets for cold nights.
Prepare your home when bad weather is forecast
- Keep phones, laptops and power banks charged, especially if you see extreme weather warnings for your area.
- Store non-perishable food items like canned food in your pantry. Remember to prepare for everyone in your household, including dietary requirements, baby formula and pet food.
- Keeping frozen bottles of water in your freezer can help keep food cold for longer and provide drinking water.
- Portable BBQs and camp stoves are good backups if you rely on electric appliances for cooking.
- Know how to operate electric garage doors, gates and water pumps manually.
- Keep 3-7 days of medication on hand. If it needs refrigeration, plan how to keep it cool without power.
- Share your power outage plan with family and friends.
- Use surge protectors for sensitive electrical equipment like computers, TVs and sound systems.
Life Support Customers
If you use medical equipment, make sure we are aware by registering as a Life Support customer. If you rely on medical equipment you should prepare a plan B for when the power goes out.
Read more about life support on our website or visit the Life Support Power Outage Plan website for extra help planning with medical equipment.
Need more help?
The Power Outage Plan website has step-by-step guides and checklists to help you plan. Download or print the template to create your own personalised plan today. Keep it somewhere safe and easy to find. Remember to update your plan and check your emergency kit regularly.
Checking and reporting power outages
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Look out the window and check your street
Are the streetlights out or do your neighbours have power? If you have power to some parts of your home, or your neighbours have power but you don’t, the problem might be inside your home.
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Check your phone for an Ausgrid message
When Ausgrid are aware of a power outage on our network we send a power outage SMS notification to the primary account holder (the person named on the bill) within 15 minutes. We will also send you a message to update you on changes to the restore time, and to notify you that power has been restored.
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Report outages or damage
If you're without power and it's not already showing on our outage map, or you see fallen poles or trees on wires, report it to Ausgrid on our website or call 13 13 88. Stay at least 8 metres away from any dangerous situations including fallen powerlines or trees lying across powerlines.
Tips to help when the power is out
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Leave one light on so you know as soon power is back on.
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Switch off and unplug sensitive equipment like TVs, computers, smart devices or appliances to protect from surges.
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Turn on battery saver on your phone and devices to conserve power.
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Listen for local updates on a battery-operated or car radio.
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Help your neighbours but remember safety first.
Generator safety
If using a generator, NEVER connect it to the house switchboard or wiring. Your equipment could be damaged when supply is restored. Only use generators to power appliances directly.
Petrol or diesel powered generators produce toxic fumes so must only be operated in a well ventilated outdoor area away from open windows.
Download our generator safety factsheet for more information.
Food spoilage
Avoid opening the fridge or freezer and letting the cold out. Make note of the time you lost power to help you judge if the food in your fridge is safe to consume. The NSW Food Authority advises:
- If power is out for more than 4 hours, food in fridges can spoil. Keep the refrigerator door closed as much as possible.
- Freezers shouldn’t defrost for at least 24 hours if the door is kept shut. Don’t refreeze frozen foods that have thawed.
What to do once the power is back on
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Check your property for any signs of electrical damage like flickering lights, damaged equipment or other issues.
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Take photos of any spoiled food or damaged appliances before you throw them out. You might need these for insurance or if you need to make a claim with Ausgrid.
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Review and update your Power Outage Plan. Recharge power banks and replace anything you used from your emergency kit.
What to do if your power hasn’t returned with the rest of the area
If your power is still out when the rest of the street’s power has come back on, the first step is to report your outage to us. Call us on 13 13 88 or report the outage online.
Our emergency service officers will conduct a free check of your meter and connection wire and can advise on the next steps. If your service wire or private electricity pole is damaged, you will need to contact a qualified electrician to repair the damage to your equipment. Ausgrid is legally unable to repair customer equipment past the connection point, including service wires and private electricity poles.
