Update to Planned Power Outage Notices

How it works

From late August 2023, Ausgrid will send planned power outage SMS notifications instead of postal notifications for most customers.

The primary account holder of each household will receive an SMS notification at least four (4) business days prior to a planned power outage.

Additionally:

• a reminder SMS notification will be sent around 9AM the day before the planned outage;
• an SMS notification will be sent if a planned outage is cancelled; and
• for unplanned outages, an SMS notification will be sent as soon as Ausgrid is aware of the outage and when the power is restored.

Please note that we will continue to send planned power outage notification letters to registered life support customers and to customers who have not provided their electricity retailers with a valid phone number.

Customers seeking to receive SMS notifications for other household members can register additional phone numbers via their online account with their electricity retailer.

Partnering with retailers

From early August 2023, Ausgrid will be undertaking an advertising campaign to inform customers of the upcoming change and remind customers to update their details online via their electricity retailer’s website or app.

In the upcoming weeks, you may receive an increased volume of customer enquiries. We ask that you ensure your customer experience teams are made aware of the transition and are prepared to answer any incoming questions from customers. We have included a list of FAQs to assist with this.

Further, we would be grateful if you could include a message on your invoices and websites to encourage customers to update or register their contact details with you.

We thank you for working with us to ensure the best outcomes for our customers.