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Life support

What is Life Support?

Life Support equipment is equipment that is needed to ensure the ongoing health and safety of people with certain medical conditions.

If someone at your home requires continuous electricity supply for the use of Life Support equipment, please download and complete the appropriate form and return to Powershop.

If you have any questions please get in touch:

Email: info@powershop.com.au
Phone:1800 462 668
(Monday-Friday, 8am-7pm)

To return your completed Life Support Registration or Concessions forms to Powershop, please send to:

Email: info@powershop.com.au
Fax: 1800 881 158
Post: Powershop Australia
GPO Box 1639
Melbourne, Vic, 3001

What is Sensitive Load?

Sensitive Load differs to Life Support in that:

  • A loss of electricity at a site with Sensitive Load will not pose a direct threat to life.
  • A Sensitive Load site will not be flagged with your distributor.
  • A Sensitive Load site can be disconnected by Powershop or your distributor.

Some examples of a Sensitive Load site include:

  • In Victoria, a CPAP machine may be Sensitive Load.
  • Home office or business.
  • Housing for the elderly.

Eligible Life Support equipment and applications forms

Click on your state below to view the relevant information and download forms.
Eligible equipment
Concession available?
Oxygen concentrator Yes
Intermittent peritoneal dialysis machine Yes
Haemodialysis machine Yes
Positive Airway Pressure (PAP) machine (also known as CPAP) No
Ventilator No
Ventolin nebuliser No

Click to download the Victorian Life Support Concession and machine notification form: Victorian Life Support Concession and machine notification form

For more information on Victorian energy concessions please visit the Department of Human Services website.

Click here to download the Victorian Medical Cooling concession application form: Victorian Medical Cooling concession application form

Eligible equipment
Concession available?
Positive Airways Pressure (PAP) Devices Yes
Enteral feeding pump Yes
Ventilators (formerly known as ‘respirator’ or ‘iron lung’) Yes
Oxygen concentrators Yes
Total Parental Nutrition (TPN) Yes
Left ventricular assist device Yes
Home dialysis Yes
Phototherapy equipment (Crigler Najjar) Yes

Click to download the NSW Life Support Equipment Registration form and/or the NSW Life Support Rebate application form: NSW Life Support Equipment Registration form
NSW Life Support Rebate application form

For more information on New South Wales energy rebates please visit the Department of Industry, Resources and Energy website.

Eligible equipment
Concession available?
Oxygen concentrator (through the Queensland Government) Yes
Intermittent peritoneal dialysis machine No
Kidney dialysis machine Yes
Chronic positive airways pressure respirators No
Crigler Najjar syndrome phototherapy equipment No
A ventilator for life support No

Click to download the QLD Life Support Equipment Registration form: QLD Life Support Equipment Registration form

To apply for, or information on the Queensland Life Support concession please click here to visit Queensland Government’s website and search 'life support'.

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.

Distributor
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
Distributor
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
Distributor
Area served
Faults & Outages
Energex Brisbane, Gold Coast, Sunshine Coast & surrounds 13 19 62

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

Don't know your distributor?

Click here for the postcode lookup tool to find your distributor

Your Rights and Safety

Your rights

If you are a Powershop customer and correctly register your property as requiring Life Support with Powershop, which includes notifying Powershop and returning the applicable Life Support Registration forms, you will:

  • not have your property disconnected under any circumstances unless requested by you;
  • in the event of a planned electricity outage, have your property flagged with your local distributor (to ensure that you are informed of any planned outages in advance so that arrangements can be made to secure continued electricity supply during this period); and
  • in the event of an un-planned electricity outage, have your property flagged with your local distributor as requiring prompt reconnection of electricity, or your distributor will make other arrangements to ensure your electricity is reconnected as soon as possible.

If you do not return a completed copy of your Life Support Registration form to Powershop, we may remove the Life Support flag from your account. This means that Powershop and your distributor will not have your property marked as requiring Life Support, and you will not be entitled to the above rights.

Safety

Even if you have correctly flagged your property as requiring Life Support equipment it is important that you are prepared for any unexpected electricity outages. There are a few simple things you can do to ensure you are prepared:

  1. Regularly check the back-up battery of your Life Support equipment to ensure it is fully charged;
  2. 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); and
  3. Have a clear plan of what you would do if you lost electricity for an extended period.