Frequently asked questions (FAQ)

AusNet Services is your electricity distributor who owns, operates and maintains the electricity network (powerpoles, powerlines and underground electricity cables) in your area. Your electricity retailer is the company that sends you your bill.

For more detailed information about AusNet Services, please click here
When a fault is detected, AusNet Services may notify you about known outages affecting your area.
If the estimated time of restoration changes, you may receive another SMS notification with a new estimated restoration time. However, if you have not received any SMS updates regarding your outage, please check this Website.

Restoration times may change due to the prioritisation of faults in your area. This could be due to safety hazards, weather conditions or access issues etc.
If your retailer has provided us with your mobile phone number you will be automatically subscribed to SMS notifications. Please contact your electricity retailer, the company who you pay your bill to, to ensure they have your current mobile number listed.
To stop receiving SMS notifications, you can opt out by sending ‘STOP’ to 0409 709 091
If you previously opted out and you would like to opt back in, you can email sms@ausnetservices.com.au your mobile number and NMI (National Meter Identifier). Your NMI can be found on your electricity bill which is issued by your retailer.
If there are several outages in your area, the pin closest to your premise should be associated to your power outage. However, if you are unsure you may call us to confirm outage information.
For privacy and safety reasons, AusNet Services does not directly highlight specific premises that are impacted by a power outage on the website.

One 'incident' may affect multiple premises, suburbs or towns. To represent outages, the map places the pin geographically near the centre of the outage area. By clicking on the pin, you will see how many customers are impacted by the outage and you will be given an estimated time for when supply will be restored.

If there is no pin placed near your premise or suburb on the outage map, you might be experiencing an individual outage. Again, for privacy and safety reasons, these outages will not be highlighted on the website. Please report this outage by calling AusNet Services.

If you had received an SMS from AusNet Services informing you of a known outage, by clicking on the hyperlink, it will direct you to your specific outage pin.
• When there is a power outage at your home or business and it is not displayed on the outage website, or
• You have received an SMS notification advising your power has been restored but the power is not restored and you have checked your switchboard.

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