Great to have you connected

We know that when you switch on a light or turn on your TV, you just want things to work, reliably and safely, every time.

We’re proud to say we’re one of Australia’s most reliable energy networks.

To welcome you, we’ve collated a few helpful resources.

Our promise to you

Read our customer charter, which sets out our promise to provide you with electricity safely, reliably and efficiently. It also contains information about what you need to do as a customer to continue receiving your power safely and reliably. If you’d like us to mail you a hard copy you can request one via our feedback form.

Stay informed about faults and power outages

Sometimes our network can be affected by events beyond our control, such as when a vehicle hits a power pole. If your power is out we’ll work to restore your power as safely and quickly as possible.

You can call us about faults and emergencies on 131 626, 24 hours a day.
You can also, from a smartphone, view our electricity outage map, follow us on Twitter for up-to-date alerts or contact us with an outage-related query via our feedback form.

Track and reduce your electricity bill

To find out how much electricity you use, sign up to the free Electricity Outlook Portal. The portal lets you see all the information collected by your smart meter. Using the portal is easy – we’ve even made ‘how to’ videos to assist you. You can also sign up to receive an SMS notification if your power goes out.

Stay safe

Safety’s really important to us, so we’ve got information for you on private power lines, trees and powerlines, preparing for an emergency, plus storms, bushfires and summer safety.

Tell us about your life support equipment

If you or someone at your home relies on life support equipment please let us know. We’ll work closely with you when planned outages are needed for repair or maintenance work, and also provide you with advice and assistance to help you plan.

Report a street light fault

To assist us in maintaining our street lights, please report any street light faults. If you are unsure if you are located within the Jemena electricity distribution network please refer to the faults and emergency number located on your electricity bill.

Ensure you provide clear access to your meter

From time to time, we may visit your property to access your meter. At these times, we need clear, safe and unhindered access to the meter and power supply lines. Please ensure that access is not obstructed by:

• • trees, rubbish, long grass, bushes or shrubs;
  • fences, walls or locked gates;
  • wasps, snakes, spiders or ants;
  • unrestrained dogs.

Help and customer care

You are always welcome to send us a message via our feedback form or call us on 1300 131 871.

Please contact us if:

• • You have faults and emergencies (call 131 626, 24 hours a day)
  • There are changes affecting our access to your meter, or related equipment
  • You have life support equipment
  • You plan to change your wiring or electrical equipment in a way that may affect the safety or reliability of your supply
  • You’re making a major change to the way electricity is used at your place
  • There may be a big change to the amount of electricity you’re using. 

Please contact your retailer (the company who sends your bill) to:

• • organise connection, disconnection and reconnection
  • discuss your electricity bill
  • let them know you have life support equipment.