Life Support Customers

Why Register as a Life Support Customer?

Registering as a Life Support Customer will alert Jemena to prioritise the supply of electricity to your property. We cannot guarantee the electricity will never go out, unexpected blackouts can occur and maintenance work needs to be completed from time to time. However, we take extra precautions to maintain power reliability for registered Life Support Customers and we provide special support during outages.

These can include:

  • Offering a loan backup battery for planned outages (more info below)
  • SMS notifications to remind you before a planned outage
  • SMS notifications during blackouts (unplanned power outage)
  • 24/7 Faults and Emergencies phone number 131 626
  • Priority restoration status for any fault or outage on the network which impacts your property


. . .

Common Life Support Equipment or Conditions

Here are some common examples of medical equipment required to assist life support customers:

  • an oxygen concentrator
  • an intermittent peritoneal dialysis machine
  • a kidney dialysis machine
  • a chronic positive airways pressure respirator
  • Crigler-Najjar syndrome phototherapy equipment
  • a ventilator for life support
  • any other electrical equipment that a doctor believes is important in maintaining your health



You can also register as a Life Support Customer for any reason your doctor deems is essential to your health such as,

  • Sleep Apnea
  • Emergency alert buttons
  • Heating or cooling conditions
  • Hot water
  • Electric beds or chairs
  • any other electrical equipment that a doctor believes is important in maintaining your health


How do I Register?


Call Jemena on 1300 131 871 (Monday to Friday, 8:00am-6:00pm),
or 131 626 outside business hours, to advise us that you intend to register


With the help of your doctor

  • Prepare an action plan for instances where the power goes out at your property (unplanned electricity outage).
  • Within 50 business days of your registration, provide us with a medical certificate from your doctor confirming your need for life support registration, and the completed customer details medical confirmation form. You can send it to us via email or post, as shown below:


___ Email _ Post
_ _ Jemena Electricity Network
ATT: Customer Care
PO Box 16182
Melbourne VIC 3000


Action Plan Checklist

Are you prepared for a power outage?

The checklist below will help you prepare an action plan for when the power goes out

Know your home 

  • Do you know where your electrical switchboard is located?
  • Do you know how to check that your main power switch in case it trips?
  • If not, could you ask a neighbour or friend to help if you need to check your    switchboard?

Know your equipment

  • Does your life support equipment have a backup battery built into the machine?
  • Do you have a backup battery for your life support machine?
  • If you require oxygen, do you have full backup oxygen tanks prepared?

If the power goes out

  • Will you be ok without your life support equipment running for up to 4 hours?
  • Do you have a phone that will work?
  • Can you ask one of your neighbour’s to check on you?
  • Have you discussed an Electricity Outage Action Plan with your doctor?
  • Do you have Jemena’s 24/7 faults and Emergency number 131 626 and other emergency contact numbers in a convenient and easy to find location?

Download our Life Support Power Outage Action Plan by clicking on the image below, add the name and number of your doctor and a support person and stick it to your fridge.


To register new equipment or update your contact details, call us on 131 626 for 24/7 support .
For an emergency, always call 000


Supporting the Needs of our Customers

From time to time, Jemena will need to turn the electricity supply off for maintenance or upgrade work on the network. This is crucial to providing safe and reliable electricity supply to all of our customers.

If you rely on medical equipment or have conditions in your home which are important to your health, we encourage you to register as a Life Support Customer. Once we are aware of your needs, we can minimise the impact of electricity supply outages and provide a priority level of care such as a loan backup battery for planned interruptions to your electricity and provide SMS notifications during blackouts.

Book a Battery for a Planned Outage
If you have been notified of a planned outage and would like to borrow a backup battery, please call 1300 131 871 Mon-Fri 8am-6pm, or 131 626 outside business hours and we will arrange the delivery of a loan battery for the duration of the power outage.

This is a free service provided to our priority Life Support Customers.

Register or Update Your Details
If you would like to register as a new Life Support Customer, or if you're an existing Life Support Customer and wish to update your details, please call us via either of the following numbers:

___ Jemena Customer Service _ Jemena Faults and Emergencies
_ Monday to Friday, 8:00am to 6:00pm
1300 131 871
_ Available 24 hours, 7 days a week
131 626


Receive outage notification text messages to your mobile phone
If you have provided a mobile phone number to your electricity billing company, you will automatically receive text message notifications from Jemena to you phone prior and at the completion of planned power outages and during and at the completion of unplanned power outages. If you would like to receive SMS text message notifications during outages, simply provide a mobile phone number to your electricity billing company or Jemena.

Interruptions to your supply
Where your supply needs to be interrupted due to planned works we will notify you at least 4 business days prior to the planned interruption. Where an interruption to your supply occurs due to an unplanned event (this could be due to bushfires, storms, vehicle accidents or other unexpected events) we will not be able to provide you any notice.  

If your power goes out 
Contact our 24 hour Faults & Emergency Team on 131 626 who will endeavor to restore your electricity supply as quickly as possible.  If you believe you have a life-threatening situation during an outage please call 000 immediately.


Medical Confirmation

Once you’ve registered as a Life Support Customer, Jemena is required to obtain medical confirmation of your requirement for the protections offered through this registration, this includes,

Medical confirmation is required within 50 business days from the date your provisional Life Support Customer registration is applied to your property.

If Jemena does not receive medical confirmation within 50 business days of registration, the provisional Life Support Customer registration may be removed from your property. In such instances where a provisional Life Support registration is removed due to no medical confirmation being received, we will call you and advise of a deregistration date in writing.

If you require an extension to provide medical confirmation, please call 1300 131 871.


Preventing Electricity Faults At Your Property

If there is a smart meter installed at your property, the meter automatically monitors your electricity supply and alerts us when a fault or safety hazard is identified. While faults are extremely uncommon, if your meter identifies a hazard, the power may be temporarily disconnected to keep you and your property safe from electric shocks or fires.

In these situations where we do need to disconnect your electricity, our Faults and Emergency Team will immediately attempt to call you and a Jemena faults crew will be sent to your property to investigate.

There are a few things you can do to prevent internal electricity faults from occurring,

  • Ensure your electrical appliances and wiring are maintained as per the installer or manufacturers advice. This includes solar panels, batteries, heating and air conditioning units. If unsure or you notice anything abnormal, call an electrician to arrange an inspection.
  • Call an electrician if you notice any signs of burning or deterioration around electrical sockets, appliances or connections.
  • Report any dimming or flickering lights, electric and static shocks, or power supply issues to our faults team by calling 131 626 (Available 24 hours a day)