Powerline network

Power interruptions

Planned interruptions
Our planned interruption guarantee
Unplanned interruptions
Reclosers
Making a claim

Planned interruptions

Aurora continuously works on upgrading the electricity network so we can improve the supply to customers. This majority of this work is scheduled months in advance to minimise inconvenience. Aurora invests heavily in live-wire maintenance procedures to avoid disruptions to your supply.

Our planned interruption guarantee

If we plan an interruption to our power supply and have not made a specific arrangement with you, we will give you at least four business days written notice or at least five business days notice if we use radio announcements, press advertisements or similar means. If we don't meet this standard, we'll credit your account with $30.

For information on power supply interruptions, we provide a 24 hour service through our emergency service centre on 13 2004. The information is regularly updated and will provide details on the time and cause of an interruption, as well as the location and expected restoration times.

Unplanned interruptions

Sometimes interruptions are unavoidable. It might be due to trees falling over power lines, a storm, lightning strike or motor vehicle accident. In these cases our aim is to isolate and fix the problem as quickly as possible. If there is a power outage in your area, please notify our fault centre immediately on 13 2004.

View more information about vegetation management

Reclosers

Reclosers are an important part of a reliable power supply. When anything goes wrong, reclosers can safeguard against major power interruptions. Download a brochure (PDF 87kB) for more information on how and why they work.

To protect sensitive equipment from minor power interruptions caused by reclosers, you may wish to install an Uninterrupted Power Supply (UPS) system

Making a claim

If you suffer loss or damage to your household equipment as a result of an electricity supply related event or associated activity, you may make a claim for compensation. Simply complete the lodgement request form and we will send you the appropriate documentation and claim form.

Please return the claim form and supporting information using the reply paid envelope provided with the form and we will endeavour to assess your claim and determine liability within two weeks from the lodgement of your claim.

We may call you to discuss some your claim and will notify you of the outcome in writing. Should you wish to call us to discuss your claim please call our switchboard on 1300 13 2007 and ask to speak to a member of the claims team.

Please note: Completion of this form does not guarantee payment of your claim.

The Electricity Ombudsman is available on 1800 001 170 to provide a free, independent complaint resolution service if you're not satisfied with our investigation.