Emergency, Faults and Outages

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If the smell of gas is coming from an appliance on your property, or from pipework near the gas meter, turn the natural gas meter handle to the off position first before you immediately phone your local plumber or gas fitter or, if you rent, your real estate agent.   If you pinpoint the smell is coming from the meter, or if it’s making a hissing sound, follow the prompts on the  Emergencies and Power Outages  page.
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Find out who your local distributor is in your area by using our Lookup Tools:   Distributor Lookup Tool Gas Distributor Lookup Tool You can also refer to your bill to find out who your distributor is. From here you will be able to contact the distribution company who are the best to advise as to when the electricity or gas will be restored in your area.    If they are not able to assist you then please contact us. 
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First, try to see if your property is the only one affected. If your neighbours are also affected, please phone the appropriate number listed on the Emergencies and Power Outages page;anytime, day or night. You’ll also find these details on your AGL bill.   If you find that your property is the only one affected, start by checking the mains switch in your fuse box. If you discover a single appliance has been affected, check that it’s been properly assembled and connected. A good way to do this is by plugging a hair dryer or table lamp into the power point to see if there’s any electricity coming through.   If you ever have an electrical fault in your house or with an appliances, please contact a licensed electrician to fix it. Never try to do it yourself.
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First, check to see if other gas appliances on your property are working. If they’re not, there could be an issue with your gas supply. In this case, please call your Gas Distributor.   If other gas appliances on your property are working, check your hot water unit’s pilot light. If you find that it’s gone out, search online for your manufacturer's instructions and follow these carefully to try and relight it.   If you’re unable to relight your unit’s pilot light, please contact us. We have an answering service that can help you outside business hours.
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There may be a few reasons why your electric hot water system isn’t working. Start by checking to see if other electrical appliances on your property are working. If they’re not, please call your Electricity Distributor.   If other electrical appliances on your property are working, there’s likely been a failure with your hot water unit, check to see if it could be one of the following reasons: Broken thermostat  Check that the thermostat is working properly by comparing the actual temperature of the water to what is shown on the gauge. Heating elements may be worn or broken  Is your hot water not hot enough? You may need to repair or replace the heating elements in your hot water system. A leak in your hot water tank  Have you noticed water pooling around your water heater? You may need to contact a plumber to determine what is required to fix the leak.   For more information please contact us.  
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A power outage can be inconvenient and frustrating, but here are a few ways to make it easier to cope with.   Experiencing a total loss of power can be a frightening thing. You could be watching TV or having dinner with the family, when suddenly you’re plunged back into the Dark Ages. Not fun.   First of all, don’t panic. Unless there’s a major emergency in your home or the local area, power outages are usually brief.   If you think the outage poses a threat to your life or property – like a powerline has come down outside – immediately call 000 and talk to an emergency operator. They’ll provide instructions on what to do next.   If it’s not an emergency, stick your head outside to see if there are any other lights on in your street or area. If it’s just you, you should be able to see streetlights or other people’s house lights. Knowing this can help you swiftly find out why you’ve lost power.   There are a number of companies that supply electricity to various areas. You can use our electricity distributor lookup tool to find out who distributes power in your area. The companies are:   Victoria (electricity), New South Wales (gas): Jemena Electricity – 131 626. Victoria: United Energy – 132 099. Victoria: CitiPower – 131 280. Victoria: Powercor – 132 412. Victoria: AusNet Services – 131 799. Queensland: Energex  – 13 62 62 South Australia: SA Power Networks – 13 12 61. Your distributor is the first place to call to report your fault and have it investigated.   If you have access to the internet on a phone or tablet, you can visit our page on Emergencies and Outages, which will tell you if there’s a fault or emergency in your area. Rest assured that if the issue lies with us we’ll be doing everything we can to restore services as soon as possible. Check back regularly to see the status of the outage.   Planning ahead   So as not to get caught unawares by a power outage, a good thing to do is keep an AGL bill around, like on the fridge or in your bottom kitchen drawer. On the front of your bill you’ll find a Faults and Emergencies phone number. Also, keep a torch handy – either by the front door or on a key ring. There’s nothing worse than bumping your shin on a piece of furniture when moving around in the dark. This can also help you find the Faults and Emergencies contact number on your bill.   By following these simple tips you’ll be out of the dark as soon as possible.
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Simply follow these three steps:   Locate your switchboard and check that the hot water main switch is on. Press and hold the green coloured ‘boost’ button on the top right-hand-side of your electricity meter for at least 5 seconds. Wait one hour for the water to heat up to the optimum temperature.  
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We understand that some of our customers have been impacted by major storms and flooding across south and eastern Australia.   Affected customers facing financial hardship following these events should contact us to discuss support available.   You can also find more information at the Victorian and New South Wales goverment websites.
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For hot water emergencies, review the options on this page and contact us if necessary.
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You’re best calling the Electricity Distributor for your area immediately.   If you don’t know who your Distributor is, simply use our online tool to find their details.
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We understand that some of our customers have been impacted by the extreme weather events across south and eastern Australia.   Affected customers facing financial hardship following these events should contact us to discuss support available.
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As a registered Life Support customer, you'll receive 4 business days' prior notice in writing via email or post, by the same method you’ve asked us to send your bills and other important notices. Currently you receive 4 business days notice, which may not always be in writing to you directly. This is so you can make arrangements and ensure you have time to prepare.
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If you are completely reliant on your Life Support Equipment, it’s important to have a plan to follow if you unexpectedly lose power. Even if your equipment is not in use all the time, having steps to follow, or knowing who to contact for information and assistance can help give you peace of mind.
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