Emergencies, electrical power outages & gas leaks

Smell gas? Is someone’s life or house in danger? Call 000 right away.

For QLD and NSW customers impacted by the floods, see below to find and contact your energy distributor. You can also read through our steps on what to do in a flood.

Who to call when there’s a power outage

For blackouts or gas outages, contact your local distributor, who can provide information about resumption of service. If they diagnose problems at your home only, they can arrange to send someone out.

Please note: if more than one distributor for each energy type operates in your area, refer to your bill to know who yours is.

Residential & Small business customers

We can’t fix supply problems but we can assist you in reaching your distributor.
We’re available 7 am—7 pm Monday to Friday.  

Call us on 13 24 61
Large business / Commercial and Industrial customers

Our team can advise on how we can support your business.
We’re available 8.30 am—5 pm Monday to Friday.

Call us on 13 23 34 or email

Natural disasters

What to do in the case of bushfires or floods

Floods

If you’re in a flood, here’s how to prepare and what to do to get help.

  • Floodwater damage to your home’s electrical circuitry, gas installations or appliances can threaten safety. Your local distributor can advise you on how to get back up and running.
  • You should call an accredited electrician to inspect your home or building after any flood damage.
Financial support
Being prepared for a flood
  • For customers using life support equipment we recommend that you’re always ready with an action plan in the case of an outage or emergency. See our detailed life support information page.
  • If you have some warning that your home or business is going to be affected by flooding, contact your distributor to have your energy supply disconnected beforehand. 
  • Where you can, store electrical appliances in a higher position and switch them off before the flood.
  • If your supply has not been disconnected and it’s safe to do so, turn off all switches (including main switches) before the flood.
  • Update your Origin communication preferences from post to email in your online account.

What to do during a flood
  • If you see fallen powerlines, it’s important to stay well away, warn others and report them to emergency services 000 or your distributor.
  • Keep your shoes on, footwear can save lives.
  • Flood waters can damage the electricity network – if your power is still connected carefully leave your flooding house or building.
  • Make sure you don’t operate or plug in electrical appliances or switches that have been standing in water or are damaged, they’ll need to be checked by a qualified electrician before you use them again.
  • Don’t connect portable generators to the electrical wiring of your house or office unless a licensed electrician has installed a changeover switch. Appliances can be plugged directly into the generator, but make sure you always read the manufacturer’s instructions very carefully before doing so. 
  • Follow instructions from local authorities and be ready to evacuate if necessary. If possible, follow your local authorities on social media to stay up to date with what’s happening. 
  • Be careful in boats. Reduced power line height clearances can make moving around in a boat risky. Floodwaters will lift you closer to powerlines. Stay alert for any dangerous nearby objects. 
  • The LPG Safety fact sheet (PDF 86 kb) prepared by the Department of Employment, Economic Development and Innovation, provides details on what to expect if your natural gas or LPG has been affected by floods, the next steps to take and who to call for help.
What to do after a flood
  • Your distributor may have disconnected your property during the flood, you’ll need to get in touch with them to arrange to have it turned back on when it’s safe to do so. 
  • If your meter box has been damaged you’ll require a qualified electrical contractor to test and check your supply before you can reconnect your energy.
  • If a flood area has been considered high risk by your distributor, they may have de-energised sections of the electricity network for public safety reasons. 
  • In heavily flood affected areas it may take some time for your distributor to safely access your property to access damage and repairs.
  • Take care when cleaning up. Fallen powerlines hidden in branches, debris or water can be extremely dangerous. Don’t take chances. If you find a fallen power line, keep well away, warn others and call the electricity distributor in your area or 000.

Bushfires

In case of bushfire, here’s what to check.

  • Electricity and natural gas supplies are often disconnected during bushfires for safety reasons. Contact your local distributor to get updates on any disconnections.
  • If your solar photovoltaic (PV) panels are covered in ash or otherwise damaged, contact a licensed solar electrician. 
  • Our LPG customers should refer to our bushfire safety advice or call us on 13 35 74.

Electrical, gas and solar safety information

Electrical safety

Discover the important things you should and shouldn’t do in an electrical emergency. Looking to improve electrical safety around your home or business? We’ve got some tips.

Natural gas safety

There are a few simple ways to stay safe with natural gas around your home or business. Take a look.

LPG safety

If you have an LPG leak, turn off your appliances and gas cylinders and call us immediately on our 24-hour hotline 1800 808 526.

Solar safety

It’s important to keep your solar panels in good working order so that they are generating power efficiently.