COVID-19

Our full resources are working to support customers. By maintaining a reliable flow of electricity, we help our customers through the current daily challenges and an uncertain future.

We appreciate there is never a convenient time to have a power outage and we understand that now more than ever, people are relying on the continuity of supplies to their home.

We have reviewed all our planned work to ensure we minimise the impact to our customers as much as possible.  However to deliver high levels of reliability, we must continue to maintain and develop the network. We are also continuing to provide electrical services supporting infrastructure and construction projects which are providing vital jobs and economic benefits at this time.

The health and safety of our people and the communities we service is our greatest concern.

Our full resources are available to support our customers. Please be assured:

  • Our field teams will be following social distancing practices as they work in your community.
  • CitiPower and Powercor branded uniforms and identity cards will be worn by any field representatives that need to conduct works on or near your property.
  • Approved contractors that work on our networks will carry CitiPower and Powercor branded identity cards.
  • We will keep you advised by follow up SMS about plans for the work in your area.

Information is also available on our website on how to prepare for planned outages and food safety.

We ask that you please respect our crews as they work to keep the lights on now and prevent the risk of major disruptions later.

If they need to work on your property, please advise if anyone in your household is self-isolated due to COVID-19, so our people can take precautions for their own safety.

Our contact centre operations remain fully operational:

  • Powercor: 13 22 06 for general enquiries or 13 24 12 for service difficulties and faults
  • CitiPower: 1300 301 101 for general enquiries or 13 12 80 for service difficulties and faults.

If you are a customer who relies on electricity to provide vital health support, then please ensure your contact details are updated with our Customer team via email: info@citipower.com.au or info@powercor.com.au.

Residential customers
  • You may still see our people around your neighbourhood either inspecting assets or working on the powerlines.
  • We will aim to provide more than 4 business days’ notice of any planned outages to help you be prepared.
  • We will continue to notify you via SMS of any emergency works arising for faults and outages that need an urgent response.
  • Please be assured that if our people need to come to your door, then they will be wearing CitiPower or Powercor branded clothing and have a photographic identification card.
  • Please let them know if you are self-isolating so they can take precautions for their own safety while working around your property.
  • If you call us to report a fault on your property, please let us know if you are self-isolating so our teams can take precautions for their own safety while working around your property.
  • We are cooperating with energy retailers to ensure vulnerable customers are supported.
Life support customers
  • If you are a customer who relies on electricity to provide vital health support, then please ensure your contact details are updated with our Customer team by emailing us at info@citipower.com.au or info@powercor.com.au
  • Please keep the life support emergency numbers accessible:
Visitors to CitiPower and Powercor

Due to the Federal Government’s restrictions around public gatherings and when people should leave their homes, we have decided to close all receptions and front counters across our depots until further notice.

We are still open for business and customers can get in touch with us via our Contact Centre at the numbers below or via our website.

We will continue to monitor the latest government advice and will let you know when counters are able to re-open.

  • Powercor: 13 22 06 for general enquiries or 13 24 12 for service difficulties and faults
  • CitiPower: 1300 301 101 for general enquiries or 13 12 80 for service difficulties and faults.
Commercial and industrial customers
  • We are working to sustain your power quality or reliability at this time.
  • Please let us know if there are any changes to your contacts in case of a power emergency by contacting our Customer Centre or visiting eConnect at www.powercor.com.au.
  • Work is continuing on our REFCL program to ensure we improve community safety by reducing bushfire risk.
  • There is no change to the regulated deadlines for the delivery of Tranche 2 of this program by April 2021.
Developers and construction companies
  • The development and construction industry are providing vital employment and economic benefits at this time.
  • We are continuing to provide services requested by customers to support these infrastructure and property development processes.
  • In light of sensitivities within residential communities, we would welcome the opportunity to work with you to ensure we minimise inconvenience to neighbours while also meeting your expectations for service support.
Critical transport supplies, major hospitals, water and sewerage supplies
  • Critical customers such as major hospitals have their own dedicated feeder lines and are typically unaffected by localised power outages.
  • We work closely with other critical customers such as water and sewerage suppliers and transport providers to ensure we can support continuous, reliable electricity to their services and facilities.

 

Why is it needed?

The health and safety of our people and the communities we service is our highest priority.

  • We have implemented our business continuity plan to ensure we can support the safety of our people while continuing to deliver essential services to our customers.
  • Our business is monitoring and evaluating alerts and advice from the Victorian and Australian governments and the World Health Organisation and this will continue to inform our response.
  • In addition to following the government’s advice on gatherings and hygiene, we are preventing our people from being affected by:
    • staggering crew starting times and resource use within depots
    • segregating critical teams across multiple locations
    • restricting movements between offices and depots
    • enabling our people to work from home when it is viable to do so
    • providing new protocols for our people who work within the community and with customers who may be in self-isolation.

 

Why is this different?

Please respect our crews working on the network and our customer centre operators.

  • In order to sustain high levels of reliability we must continue to maintain our network.
  • Our critical works address faults and urgent maintenance which can otherwise threaten the safety of customers.
  • On a daily basis, localised planned power outages may be required to enable these works to be conducted safely.
  • By doing this critical maintenance now, we are reducing the risk of major disruptions caused by unplanned blackouts in the future.
  • We are also continuing to deliver our extensive capital works program that ensures our network has the capacity to support growing demand.
  • This program also includes our role in major infrastructure and construction projects around Victoria which are continuing to progress and sustaining employment for many people at this time.
  • We are reviewing all our critical maintenance to ensure we minimise the impact to our customers as much as possible.
  • No-one knows how long the current conditions will be enforced so it is important that we make sure our network is robust now and for the long term.
  • There is never a convenient time to have a power outage and we understand that now more than ever, people are relying on the continuity of supplies as they work or study from home.
  • We have released advice for customers on both how to prepare for potential power outages and the Victorian Government has issued advice on food safety.

Thank you for your patience.  By maintaining a reliable flow of electricity, we hope to help our customers through the current daily challenges and an uncertain future

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