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Wildfires have impacted parts of Victoria.
We’re here to help all our customers in these communities and regions, who remain on alert.
Life support equipment
If you’re a customer who needs a continuous supply of power for life support equipment, we advise you to have your backup plans ready to go in the event there are power losses. Please contact us with any questions on 133 466 Monday to Friday, 8.00am to 7.00pm.
Stay safe
Please take care and stay safe. Make sure to heed all warnings and stay informed with news updates about the fires. We’ll continue to work closely with network distributors to monitor any impacts on your energy.
Remember, if it's an emergency, call 000 or visit Victoria State Emergency Service (ses.vic.gov.au)
If you’re a residential customer having trouble paying your bill due to the fires, our EnergyAssist team is here to help you, with a range of options.
Our EnergyAssist hardship program (www.energyaustralia.com.au/home/bills-and-accounts/hardship-policy/financial-difficulties) helps residential customers in financial stress through flexible ways including payment extensions, payment plans and advice. You can call the EnergyAssist team directly on 1800 558 643 Monday to Friday, 8.00am to 5.30pm.
If you’re a business customer experiencing challenges paying your bill due to the fires, you can call our Rapid Business Assist (RBA) team on 1800 709 985 to talk through your business options and whether you’re eligible for assistance through our RBA program. Our team of Australia-based business energy specialists is available Monday to Friday, 9.00am to 5.00pm.
Outages and your distributor
If you’re currently experiencing an outage or have been impacted due to fires, please refer to your distributor’s website at www.aer.gov.au/consumers/who-is-my-distributor for the latest outage information. Your distributor is the company responsible for the pipes, wires and poles in your area. You can also find out who your distributor is on your bill – log in to My Account at www.energyaustralia.com.au/myaccount to download a copy.