What to expect during an unplanned outage
If your power goes out unexpectedly, these steps will help keep you safe and assist us in restoring power quickly.
Power outages can happen without warning, especially when bad weather hits. Our crews will work around the clock to restore power safely and as fast as possible but it’s still important to know what to do. The best time to get ready is now - while the power is on.
Staying informed during an unplanned outage
This short video shows you how to get real-time updates from Ausgrid, so you can stay informed if the power goes out.
How to report a power outage
Look out the window and check your street
Are the streetlights out? Do your neighbours have power? If you have power in some parts of your home, or your neighbours have power, but you don’t, the problem might be inside your home.
Check your phone for an Ausgrid message
When Ausgrid is aware of a power outage on our network, we send a power outage SMS notification to the primary account holder (the person named on the bill) within 15 minutes. We will also send you a message to update you on changes to the restore time and to notify you when power has been restored.
Report outages and damage
If you're without power and it's not already showing on our outage map, or you see fallen poles or trees on wires, report it to Ausgrid on our website or call 13 13 88. Stay at least 8 metres away from any dangerous situations, including fallen powerlines or trees lying across powerlines.
Tips to stay safe while the power is out
- Leave one light on so you know as soon as power returns.
- Switch off and unplug sensitive equipment like TVs, computers, smart devices or appliances to protect from surges.
- Turn on battery saver on your phone and devices to conserve power.
- Listen for local updates on a battery-operated or car radio.
- Help your neighbours, but remember safety first.
Food spoilage
Avoid opening the fridge or freezer and letting the cold out. Make note of the time you lost power to help you judge if the food in your fridge is safe to consume. The NSW Food Authority advises:
- If power is out for more than 4 hours, food in fridges can spoil. Keep the refrigerator door closed as much as possible.
- Freezers shouldn’t defrost for at least 24 hours if the door is kept shut. Don’t refreeze frozen foods that have thawed.
Staying safe during a power outage
Extreme weather can cause electrical hazards, even after the weather has passed. It’s important to know how to safe stay around these hazards in your area.
What to check when the power comes back on
- Check your property for any signs of electrical damage, such as flickering lights, damaged equipment, or other issues.
- Take photos of any spoiled food or damaged appliances before you throw them out. You might need these for insurance or to make a claim with Ausgrid.
- Review and update your Power Outage Plan. Recharge power banks and replace anything you used from your emergency kit.
If your power hasn’t come back on but the rest of the neighbourhood has, here's what to do
If your power is still out when the rest of the street’s power returns, the first step is to report your outage to us. Call us on 13 13 88 or report the outage online.
Our emergency service officers will conduct a free check of your meter and connection wire and can advise on the next steps. If your service wire or private electricity pole is damaged, you will need to contact a qualified electrician to repair it. Ausgrid is legally unable to repair customer equipment past the connection point, including service wires and private electricity poles.
Do you need more help?
The Power Outage Plan website has step-by-step guides and checklists to help you plan. Download or print the template to create your own personalised plan today. Keep it somewhere safe and easy to find. Remember to update your plan and check your emergency kit regularly.