If you are an Active Utilities or Savant Energy customer and your electricity supply is interrupted, first check whether the outage affects only your premises or other areas of the building.


Check your premises

If it is safe to do so:

  • check whether lights or appliances are working in other rooms;

  • check your electrical switchboard for a tripped safety switch or circuit breaker; and

  • ask your building manager, owners corporation or a neighbour whether other premises are also affected.

  • Do not enter a locked meter room or electrical services area. 

  • Do not touch damaged electrical equipment or attempt to reconnect the electricity supply yourself.


If only your premises is affected and the safety switch continues to trip, unplug affected appliances and contact a licensed electrician or your building manager.

Outages affecting the public electricity network

If the outage affects the upstream public electricity network, the electricity distributor for your area may be responsible for restoring supply.

You can find your distributor and its outage contact details using the AER electricity distributor directory. If you are unsure who is responsible, call us first.

Report an embedded network outage

For an outage or electrical emergency within your building’s embedded network, call the business named on your bill:

Both numbers are available 24 hours a day.

When calling, please provide:

  • your name and contact number;

  • the address of the affected premises;

  • when the outage began; and

  • whether the outage affects only your premises or other areas of the building.

Stay safe during an outage

During an outage:

  • use a torch rather than candles where possible;

  • keep clear of fallen powerlines and damaged electrical equipment;

  • switch off or unplug sensitive appliances;

  • leave one light switched on so you know when power has returned;

  • keep refrigerator and freezer doors closed;

  • do not use lifts; and

  • never use outdoor generators, barbecues or fuel-burning equipment indoors.


Treat all fallen powerlines as live. Keep well clear and report them immediately to the electricity distributor. 


Call 000 if there is an immediate risk to people or property.


Life-support equipment

If someone at the premises relies on life-support equipment, follow your emergency plan immediately.


Registration does not guarantee uninterrupted electricity supply, so ensure any backup equipment is ready and know where you can go if the outage continues.


Call the business named on your bill and advise that life-support equipment is in use at the premises:


If there is an immediate risk to health or safety, call 000.


For information about registration and preparing for outages, see our Life Support content for more information.


When will supply be restored?

Restoration times depend on the location and cause of the outage, site access, safety requirements and whether repairs are required within the embedded network or the upstream public network.


We will provide available information, but restoration times may change as the cause and extent of the outage become clearer.