Our full resources are here, working to ensure that we support you by maintaining a reliable flow of electricity. This is how we can help you through the current daily challenges and an uncertain future.
We appreciate there is never a convenient time to have a power outage and we understand that now more than ever, people are relying on the continuity of supplies to their home.
We have reviewed all our planned work to ensure we minimise the impact to our customers as much as possible. However to deliver high levels of reliability, we must continue to maintain and develop the network. We are also continuing to provide electrical services supporting infrastructure and construction projects which are providing vital jobs and economic benefits at this time.
The health and safety of our people and the communities we service is our greatest concern.
Our full resources are available to support our customers. Please be assured:
- Our field teams will be following social distancing practices as they work in your community.
- United Energy branded uniforms will be worn by any field representatives that need to conduct works on or near your property.
- Approved contractors that work on our networks will carry United Energy branded identity cards and authorised contractor identification.
- We will keep you advised by follow up SMS about plans for the work in your area.
Information is also available on our website on how to prepare for planned outages and protect food safety. Please visit: www.unitedenergy.com.au/your-electricity/frequently-asked-questions.
We ask that you please respect crews as they work to keep the lights on now and prevent the risk of major disruptions later.
If they need to work on your property, please advise if anyone in your household is self-isolated due to COVID-19, so our people can take precautions for their own safety.
Our contact centre operations remain fully operational:
- 1300 131 689 for general enquiries or 132 099 for service difficulties and faults
If you are a customer who relies on electricity to provide vital health support, then please ensure your contact details are updated with our Customer team via email: email@example.com
- You may still see our people around your neighbourhood either inspecting assets or working on the powerlines.
- We will aim to provide more than 4 business days’ notice of any planned outages to help you be prepared.
- We will continue to notify you via SMS of any emergency works arising for faults and outages that need an urgent response.
- Please be assured that if our contractors need to come to your door, then they will be wearing Zinfra branded clothing and will have a photo ID with the Zinfra brand and UE Authorised Contractor.
- Our other contractors who do work on our network, near or on your property, will have photo ID carry photo ID labelled with UE Authorised Contractor.
- Please let them know if you are self-isolating so they can take precautions for their own safety while working around your property.
- If you call us to report a fault on your property, please let us know if you are self-isolating so our teams can take precautions for their own safety while working around your property.
- We are cooperating with energy retailers to ensure vulnerable customers are supported.
Life support customers
- If you are a customer who relies on electricity to provide vital health support, then please ensure your contact details are updated with your retailer
- Please keep the life support emergency numbers accessible:
- United Energy: 1800 500 540
Due to the Federal Government’s restrictions around public gatherings and when people should leave their homes, we have decided to close all receptions and front counters across our depots until further notice.
We are still open for business and customers can get in touch with us via our Contact Centre at the numbers below or via our website.
We will continue to monitor the latest government advice and will let you know when counters are able to re-open.
- 1300 131 689 for general enquiries or 13 20 99 for service difficulties and faults
Commercial and industrial customers:
- We are working to sustain your power quality or reliability at this time.
- Please let us know if there are any changes to your contacts in case of a power emergency by contacting our Customer Centre on 1300 131 689
Developers and construction companies:
- The development and construction industry are providing vital employment and economic benefits at this time.
- We are continuing to provide services requested by customers to support these infrastructure and property development processes.
- In light of sensitivities within residential communities, we would welcome the opportunity to work with you to ensure we minimise inconvenience to neighbours while also meeting your expectations for service support.
Critical transport supplies, major hospitals, water and sewerage supplies:
- Critical customers such as major hospitals have their own dedicated feeder lines and are typically unaffected by localised power outages.
- We are inspecting supplies to all hospitals.
- We work closely with other critical customers such as water and sewerage suppliers and transport providers to ensure we can support continuous, reliable electricity to their services and facilities.
Why is it needed?
The health and safety of our people and the communities we service is our highest priority.
- We have implemented our business continuity plan to ensure we can support the safety of our people while continuing to deliver essential services to our customers.
- Our business is monitoring and evaluating alerts and advice from the Victorian and Australian governments and the World Health Organisation and this will continue to inform our response.
- In addition to following the government’s advice on gatherings and hygiene, we are preventing our people from being affected by:
- staggering crew starting times and resource use within depots
- segregating critical teams across multiple locations
- restricting movements between offices and depots
- enabling our people to work from home when it is viable to do so
- providing new protocols for our people who work within the community and with customers who may be in self-isolation.
Why is this different?
Please respect our crews working on the network and our customers centre employees.
- In order to sustain high levels of reliability we must continue to maintain our network.
- Our critical works address faults and urgent maintenance which can otherwise threaten the safety of customers.
- On a daily basis, localised planned power outages may be required to enable these works to be conducted safely.
- By doing this critical maintenance now, we are reducing the risk of major disruptions caused by unplanned blackouts in the future.
- This program also includes our role in major infrastructure and construction projects around Victoria which are continuing to progress and sustaining employment for many people at this time.
- We are reviewing all our critical maintenance to ensure we minimise the impact to our customers as much as possible.
- No-one knows how long the current conditions will be enforced so it is important that we make sure our network is robust now and for the long term.
- There is never a convenient time to have a power outage and we understand that now more than ever, people are relying on the continuity of supplies as they work or study from home.
- Thank you for your patience.
- We have released advice for customers on both how to prepare for potential power outages and the Victorian Government has issued advice on food safety.
Thank you for your patience.