Emergency and Flood Safety Information for Your Energy Services

Emergency and Flood Safety Information for Your Energy Services

At Altogether Group, your safety is our top priority. As we approach periods of extreme weather, including storms and floods, we want to provide you with essential information to help you stay safe and prepared. Below are key steps to take in case of an emergency affecting your electricity or gas supply.

Emergency Contact Information

 Electricity

• Energex – General Inquiries: 13 12 53
  • Power Outages & Emergencies: 13 62 62
• Ergon - General Inquiries: 13 74 66
  • Power Outages & Emergencies: 13 22 96
• Essential Energy - General Inquiries: 13 20 80
  • Power Outages & Emergencies: 13 20 80
• AusGrid – General Inquiries: 13 13 65
  • Power Outages & Emergencies: 13 13 88
• Endeavour - General Inquiries: 13 37 18
  • Power Outage & Emergencies: 13 10 03
• Find Your Distributor: Check your electricity bill or visit your distributor’s website for updates.

Natural Gas

• Australian Gas Networks – General Inquiries: 1300 001 001
  • Gas Emergencies: 1800 427 532
• Jemena - General Inquiries: 1300 137 078
  • Gas Emergencies: 13 19 09
• For LPG Safety Information: Refer to local gas authorities.

What to Do in an Emergency

Immediate Emergencies

• If you small gas or if someone's life or property is in immediate danger, call emergency services on 000 immediately. 

Power Outages

• Contact your electricity distributor for updates on restoration times.
• Avoid using candles or open flames—use battery-powered lights instead.
• Keep fridges and freezers closed to prevent food spoilage.
• Unplug appliances to avoid damage from power surges when power returns.

Flood Safety & Energy Supply

• If flooding is imminent, turn off your power at the main switch (if safe to do so).
• Avoid operating electrical appliances that have been exposed to water until they are checked by a licensed electrician.
• Never go near fallen powerlines—they can be extremely dangerous. Report them immediately to emergency services (000) or your distributor.
• If using a generator, never connect it your building wiring unless a licensed electrician has installed an isolating switch.

After a Flood

• Your distributor may have disconnected your property during the flood. Contact them for reconnection when it is safe to do so.
• If your meter box has been damaged, a licensed electrician will need to test and certify your supply before you can be reconnected.
• Be cautious when cleaning up—powerlines hidden in debris or water can be deadly. Report any hazards to your electricity distributor or call 000.

Solar inverter shut down and restart

Energex has reminded customers to shut down their systems ahead of Tropical Cyclone Alfred.  From a building safety perspective, losing power to your building does not introduce an additional risk with regard to your solar system and there is no requirement to shut down the solar inverter unless the building manager or another safety conscious individual is confident and can follow the inverter shutdown procedures provided by the manufacturer. 

Solar inverters, that convert the direct current (DC) electricity generated by solar panels into alternating current (AC) electricity that can be used by a building or fed into the power grid, automatically shut down to prevent feeding electricity back into the grid, which is a safety measure known as "anti-islanding." This is crucial for protecting network operators who might be repairing power lines, as unexpected electricity flow can pose serious hazards.

We reiterate the following

1. it is essential for building owners to adhere to proper inverter shutdown procedures during outages to ensure the safety of the broader electrical network and the personnel working to restore power, if they choose to cooperate with the network owner’s recommendation
2. it is recommended that building owners do not attempt to restart their solar inverters without consulting a qualified professional. Improper reactivation can potentially cause equipment damage or safety hazards. A qualified technician can ensure that the inverter is safely and correctly brought back online, maintaining both personal and grid safety.

Energex advice can be found here Shut down solar systems for cyclone safety | Energex

Financial Assistance

If you are facing financial hardship due to extreme weather events, support options may be available to assist with your bills. You may also be eligible for government assistance—please check with Services Australia for more information.

Life Support Customers

If you rely on life support equipment, please ensure you have an emergency plan in place for outages. If possible, notify your distributor in advance of any anticipated power disruptions.

Stay Informed

• Follow local authorities and emergency services on social media for real-time updates.
• Visit your electricity distributor’s website to track local power outages and restoration times.
• Ensure your contact details with Altogether Group are up to date so we can notify you of critical updates.

Why Choose Altogether

At Altogether, we deliver reliable, localised essential services to over 500 communities across Australia. From world-leading recycled water systems to efficient embedded energy networks in high-rise communities, and smart grids in small communities, we're determined to do the right thing by our customers, and by the planet. As a multi-utility service provider, it’s our mission to make the world a brighter place, and we do that by offering sustainable power, water and data services.