Customer Assistance

The Smart Energy Life Support Program

If anybody in your household has life support equipment, it is important that you notify us so we can ensure that you stay safe, should your distributor interrupt your power supply for both expected and unexpected reasons. Registering with us will allow us to make the necessary protection arrangements with your distributor.

Who can register for a life support program?

You can register as a life support customer if someone at your property relies on any of the following equipment:

  • Oxygen concentrator
  • Intermittent peritoneal dialysis machine
  • Kidney dialysis machine
  • Chronic positive airways pressure respirator
  • Crigler-Najjar syndrome phototherapy equipment
  • A ventilator for life support (also known as a respirator)
  • Any other equipment that a registered medical practitioner certifies as required

How can you register for the life support program?

To register for the life support program, please follow these steps: 

  1. call us on 1300 133 055 and notify us or download our life support registration form.
  2. Your medical practitioner will need to complete and sign the form. Please ensure that all fields are completed before you return the form to us.
  3. Return the completed form by post or email.

    - [email protected]
    - 3/10 Brigantine Street, Byron Bay, NSW 2481

Please be aware that failure to register for the life support program will result in loss of life support protection.

Planned/Unplanned power outages

There can be situations when a planned power outage is necessary for maintenance or upgrades. If you’ve let us know you use a life support machine, either we or your distributor will inform you in writing ahead of any planned outage.

However, unplanned outages can also occur because of unforeseen circumstances such as traffic accidents or extreme weather conditions.

How can you prepare for a power outage?

Whether an outage is planned or unplanned, we recommend that you’re always ready with an action plan to ensure your life support machine operates normally.

Here’s a list of some practical advice:

  • Keep a source of back-power ready for your life support machine, such as a battery or a generator.
  • Know what to do if your life support machine stops working – checking the power point where the machine is plugged, trying a different power circuit or a different area in the house, checking with a neighbour, or storing a back-up machine.
  • Keep your phone charged and subscribe to power outage notifications from your distributor (where available).
  • Keep a torch with working batteries always handy.
  • Make prior arrangements with a friend, family member, your GP or a nearby hospital in case of an emergency. 

If your power goes out unexpectedly, you should also get in touch with your distributor on their emergency line. You can find their number on your bills.

If an unplanned power outage results in a life-threatening situation, call 000 and request an ambulance immediately.

Life Support Concessions

Depending on the state you live in and the type of life support equipment you use, you may be eligible for concessions and rebates.

To find out more about availability, please visit or concessions page.