Faults and emergencies

How to report a fault or emergency

If there’s an electricity or natural gas fault or emergency in or near your home, please call the ‘Faults and Emergencies’ number shown in the top right corner of your energy account. This number will contact your local distributor who will best be able to help you. If you can’t find a copy of your account then please call the Alinta Energy team on 133 702 and we’ll be able to help you out.

What to do in a power failure

Even though power failures don’t happen often, it’s a good idea to be prepared to minimise the impact in your home. If your power goes off and you’re not sure why, check with your neighbours to see if their power is still on. If they still have power, the problem may be with your fuse box or switchboard so an electrician may be the best contact. If your neighbours are also without power, or the streetlights are off, report it to your local electricity distributor using the details above.
Remember to leave a light on so you know when power has been restored. You may also want to unplug sensitive electronic equipment to avoid a surge and potential damage when your electricity does come back on.
Here are some tips regarding what to do during a power interruption at home or at work.
  • Always have a torch with charged batteries handy, and be sure to use candles carefully to avoid starting a fire.
  • A refrigerator will keep food cold longer if you do not open the door. Resist the temptation to open it to check the contents. This particularly applies to your freezer.
  • If the weather is hot, keep young children and frail elderly people inside the house and take appropriate precautions for a heatwave, such as drinking plenty of water and using hand-held fans to circulate air.
  • Consider the option of visiting relatives or friends who have electricity still on, or go to a public place with air conditioning.
  • Remember that although the water supply may not be affected, if your home has an electric hot water system and you keep using it, the water will simply go cold. Consider this if you anticipate a long wait before power is restored.
  • If water supply is from tanks or a bore then alternatives to the normal electrical pressure pump should be investigated.
  • If driving at night during a power interruption, be aware that street lights and traffic lights may not be operating so take extra care.
  • Check that electrical appliances such as stoves and heaters are switched off as there is a risk of fire when electricity supply is restored if these are left unattended.
  • Make sure that all taps are turned off if you use an electrical pressure pump. This will prevent flooding if supply is restored when you are not home.
  • If an interruption has lasted for a long time, food in the freezer may have started to thaw. Consider whether to keep it or dispose of it.

What to do in a gas leak or supply failure

If you can smell gas and suspect your have a gas leak in your home, please do the following immediately:

  • Do not smoke or light a match.
  • Do not use any device which may cause the gas to ignite, including mobile phones, appliances, light switches and torches.
  • Turn off all gas and electrical appliances including pilot lights.
  • Open all doors and windows to ventilate your home if it is safe to do so.
  • If you can still smell gas then turn off the main gas supply at the gas meter.
If the gas supply to your home is failing to work and you cannot smell gas then you will still need to turn off all gas appliances.
Once you have done the above please call the Faults and Emergencies number located on your Energy Account. Please do not attempt to fix the gas leak yourself, leave this job to a licensed professional.