If you believe the situation is dangerous to life or property, call 000 immediately.
If you smell gas in your home or street:
Extinguish any naked flames or cigarettes, and switch off electrical devices if it is safe to do so.
Open doors and windows for ventilation if it is safe to do so.
If you know where your meter is and how to switch it off, switch off the gas at your meter.
Contact your local Gas Distributor. You'll find them listed on your AGL bill, or you can use the lookup tool on the Emergencies & Power Outages page to find your local distributor.
Contact a licensed gas fitter or plumber to check out the problem, or if you rent your property, contact your real estate or property manager.
If you're without power or gas, the quickest way to report or get info on an outage is to contact your energy distributor, as they will have the most recent information about when service will be restored in your area.
You can find out who your local distributor is by using our lookup tool:
Energy Distributor Lookup Tool
You'll also find your distributor listed on your AGL energy bill.
If your distributor is not able to assist you, then please contact us.
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. 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 appliance, please contact a licensed electrician to fix it. Never try to do it yourself.
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.
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.
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.
Find out more information about gas safety on our Natural Gas Safety page.
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 licensed plumber to determine what is required to fix the leak.
For more information please contact us.
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.
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.
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.