Report an outage
Many people assume the outages team know when the power is off at their place. Often they don’t. That will change when the smart network is fully complete. Until then, when your power goes out:
If you have mobile internet check the outages app to see if your outage has been reported.
If not, report it while you are there. Add your location to be automatically updated.
- If no power means no internet at your place, call 0800 100 202 to report the outage.
- If no power means no phone at your place ask a neighbour to report it, or sit tight.
The faster you tell us about an outage the faster we can locate and repair it. Some outages signal safety issues, so please contact us when the power goes out via the outages app or by calling 0800 100 202. Calls are free and you can choose whether or not to accept any service charges.
To view the terms and conditions of our outage app, click here.
Helpful power outage tips
For helpful hints on how to manage during a power outage or storm click here.
Our #1 priority is to keep the public, our people and our environment safe.
The list below provides some insights into how the prioritisation of faults occurs. Faults are not attended on a first come first serve basis, which means that at times, your site may not be attended until safety concerns on our network have been made safe.
- Make Safe: The priority always for dispatch is to attend safety concerns, such as lines down or vehicle accidents and make the site safe. Please be aware that power may not be restored in the first response, as work may be required on either our network or your private service line;
- Wide spread, high voltage outages affecting significant number of customers;
- Multiple properties, such as a road or neighbourhood without power;
- Business: Agriculture, horticulture, farms, business and commercial properties;
- Single properties.
fault response times
The service levels set for Counties Power to attend a site is based on whether the property is within an urban or rural network area. In all cases our people will ensure the site is made safe, however at times this may mean that the power is not restored. If you require work to be undertaken on you private service line prior to getting the power back on, click here to find some local contractors who may be able to help.
- Rural connection: 6 hour response;
- Urban connection: 4 hours response.
If your whole block or everyone for a country mile is without power it is probably a network fault that will be fixed free. Click here to find out more about what’s network and what’s not.
If you are the only one without power, the fault could be on your private service line or internal to your property. In these cases you will need to engage a contractor and pay for any repairs that are required. Click here for a list of local contractors who may be able to help.
In most cases the private line starts on the last pole or pillar on public land. In some cases it is shared between landowners.
You can help prevent faults by using a SafeTrim service to keep trees well clear of power lines, having any over-head service lines on your own property checked and maintained regularly, and by using a SafeDig service to locate underground cables before you excavate, thrust or dig.
If you are reliant on electricity for medical purposes you need to let your retailer know - this is the company that you pay your monthly power bills to. It is also advised that you come up with a back up plan, such as a back up battery or small power generator, as power cannot be guaranteed. For information on medically dependency provided by the Electricity Authority click here.