Life support

What is Life Support?

If anyone at the property has life support equipment, please contact us to register the details as soon as possible. Registering your home or business as requiring life support is important so we can apply life support protections.

By registering the life support equipment, we’ll make sure you’re kept up-to-date on any retailer planned energy supply interruptions. That means you’ll receive life support protections, including at least four business days’ prior written notice of retailer or distributor planned outages  If you’ve already registered with your distributor, they’ll let us know. Otherwise, follow the steps below.

How to register?

To register:

  1. Please call us on 1800 462 668 (Monday-Friday, 8am-7pm AEST)
  2. We will provide you with key information on the medical confirmation process, including the life support equipment medical confirmation form.
  3. You will need to return your medical confirmation form to us by post or email.


Fax: 1800 881 158

Post:   Powershop Australia
GPO Box 1639
Melbourne, Vic, 3001


To be eligible for life support protection and to be registered as a life support customer with us, you or someone at your property must rely on at least one of the following:

  • oxygen concentrator
  • intermittent peritoneal dialysis machine
  • kidney dialysis machine
  • chronic positive airway pressure respirator
  • Crigler-Najjar syndrome phototherapy equipment
  • a ventilator for life support (also known as a respirator)
  • any other equipment (fuelled by electricity or gas) that a registered medical practitioner certifies is required for life support


If you have any questions about life support equipment, please get in touch by emailing us at or calling us on 1800 462 668, Monday-Friday, 8am-7pm AEST.

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 that someone at the property requires life support equipment, your distributor or us will inform you in writing ahead of any planned outage.

Preparing 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:

  1. Keep a source of a backup power system ready for your life support machine, such as a battery or a generator.
  2. Regularly check the back-up battery of your life support equipment to ensure it is fully charged.
  3. Make sure you have important and up-to-date information on hand such as; your doctor’s name and contact details, friends and family contact details, nearest hospital, and the name and contact details of your emergency contact person(s).
  4. Have a clear plan of what you would do if you lose energy supply for an extended period.

What if there is a Power Outage?

If you are a Powershop life support customer experiencing a power outage and the situation is life threatening, please call 000 immediately and request an ambulance.

If the situation is non-life threatening or an ambulance is not required, please call your local electricity network distributor’s Faults and Outages line immediately.

Area served
Faults & Outages
Powercor Australia Western suburbs and western Victoria 13 24 12
Ausnet Services Outer northern and eastern suburbs and eastern Victoria 13 17 99
United Energy Southern suburbs and Mornington peninsula 13 20 99
Citipower City and inner suburbs 13 12 80
Jemena Northern and north-western suburbs 13 16 26
Australian Gas Networks North, north-east, and southeast of City 1800 427 532
Multinet Southern and eastern areas of City, Yarra Ranges and towns in south Gippsland. 13 26 91
Area served
Faults & Outages
Endeavour Energy Southern & western metropolitan Sydney and surrounds including the Blue Mountains and the Illawarra 13 10 03
Essential Energy Country & regional NSW, southern regional QLD 13 20 80
Ausgrid Inner, northern & eastern metropolitan Sydney and surrounds 13 13 88
Jemena Gas Sydney, Newcastle, the Central Coast and Wollongong, as well to customers in more than 20 regional centres 13 19 09
Area served
Faults & Outages
Energex Brisbane, Gold Coast, Sunshine Coast & surrounds 13 19 62

Powershop does not supply electricity to the Ergon Energy distribution network area.

Faults & Outages
SA Power Networks 13 13 66


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Life support equipment concessions

You may also be eligible for concessions or rebates depending on state-based policy arrangements and the type of life support equipment you use.

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