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Its very important you let us know if you, or someone at your property uses life support equipment.
To notify us, please complete this form.
Once we receive notification, we will:
temporarily register your account for life support
email a medical confirmation form for you and your medical practitioner to complete and return
advise your distributor that a person or resident at the premises requires life support equipment.
You have 50 business days to complete and return the medical confirmation form. If you require an extension, please let us know.
You will be temporarily registered for life support until we receive your completed medical confirmation form.
Planned interruptions with life support protection
Life support protection does not guarantee an uninterrupted energy supply. There may be times your energy supply will be interrupted due to planned works for maintenance or upgrades of the meter, the network or scheduled planned upgrades by your local distributor.
With life support protection you will be given notification of the planned disruption.
If your energy supply is interrupted by us, unless we agree otherwise, we will write to you at least four business days in advance, to help you prepare for the interruption.
If your energy supply is interrupted by your local distributor, they are required to notify you at least four business days in advance of the interruption.
Unplanned interruptions
Sometimes things don’t go as they should and you end up with no power due to an unplanned interruption. Any unforeseen events could cause this to happen, including:
extreme weather conditions
accidents that damage your local distributor's infrastructure
If you or someone in your household is a user of life support equipment and is unexpectedly left with no energy supply, the first thing you must do is contact your local distributor and explain that the property requires a supply of energy for life support equipment. You will find your distributors faults and emergency number on the top right corner of your bill. To help in the event of an unplanned interruption we recommend you have an action plan handy. Here is what you should consider:
Consolidate all necessary phone numbers in writing and secure them in a safe place, including: your doctor, nearest hospital, an emergency contact and your local distributor and energy retailer.
Ensure back up batteries to your life support equipment are always charged.
Ensure any back up oxygen tanks are full.
Ensure you have a power bank that is fully charged at all times for your mobile phone.
Talk to your medical practitioner for any additional advice that applies to your life support equipment.
Life support concessions
A little extra support may be available to you if you use life support equipment at your property, then you could be eligible to receive government rebates and concessions on your energy usage.
To confirm your eligibility and learn more about available life support rebates and concessions, click your applicable state:
