Important changes to life support requirements from 1 August 2021
- As a life support customer, you’ll be allowed to re-use the medical confirmation that was submitted to your previous retailer(s) or distributor for the purpose of providing medical confirmation to Origin. The medical confirmation must not be more than 4 years old and must be legible.
- If you’re a previous Origin customer who ended your account with us in the last 110 business days, you can request for Origin to send you your previously submitted medical confirmation. You can do this by sending an email to LifeSupport@originenergy.com.au or by calling 13 24 61. We will send your medical confirmation back to you within 15 business days.
- Origin will accept medical certificates for the purpose of medical confirmation as long as it is dated, signed by a valid Medical Practitioner and includes the type of life support equipment you require.
Note: These changes are not applicable to life support customers in Victoria and Western Australia.
At Origin, we understand that some customers need specific life support machines in their homes, such as an oxygen concentrator or a dialysis machine. So, we work with our distributors to help you avoid surprise interruptions to your power supply.
If someone at your address uses a life support machine, please register the details as soon as possible. Then, we’ll be able to give you additional protection such as providing advanced written planned interruption notification.
How to register?
To register your life support request:
- please call us on 13 24 61 to register your life support status
- you will need to send us a medical confirmation from a registered medical practitioner. This may be a medical certificate or a medical confirmation form that we will provide you.
- return your medical confirmation to us by post, fax or email.
Post: Reply Paid 1199, Adelaide SA 5001
Fax: 1800 242 921
You may also be eligible for concessions or rebates depending on state-based policy arrangements and the type of life support equipment you use.
Planned/Unplanned power outages
There can be situations when a planned power outage is necessary for maintenance or upgrades. If you’ve let us know you use a life support machine, either we or your distributor will inform you in writing ahead of any planned outage.
However, unplanned outages can also occur because of unforeseen circumstances such as traffic accidents or extreme weather conditions.
Preparing for a power outage
Whether an outage is planned or unplanned, we recommend that you’re always ready with an action plan to ensure your life support machine operates normally.
Here’s a list of some practical advice:
- Keep a source of back-power ready for your life support machine, such as a battery or a generator.
- Know what to do if your life support machine stops working – checking the power point where the machine is plugged, trying a different power circuit or a different area in the house, checking with a neighbour, or storing a back-up machine.
- Keep your phone charged and subscribe to power outage notifications from your distributor (where available).
- Keep a torch with working batteries always handy.
- Make prior arrangements with a friend, family member, your GP or a nearby hospital in case of an emergency.
If your power goes out unexpectedly, you should also get in touch with your distributor on their emergency line. You can find their number on your bills.
If an unplanned power outage results in a life-threatening situation, call 000 and request an ambulance immediately.
Life support equipment
You may be eligible for concessions or rebates depending on state-based policy arrangements and the type of life support equipment you use.
Here’s a list of eligible life support equipment based on the state in which you live.
|Positive Airways Pressure (PAP) Devices||Yes||Yes||No|
|Enteral feeding pump||Yes||Yes||No|
|External heart pump||Yes||Yes||No|
|Intermittent peritoneal dialysis machine||Yes||Yes||Yes|
|Phototherapy equipment (Crigler Najjar syndrome)||Yes||Yes||No|
|Power wheelchairs for quadriplegics (equipment does not include mobility scooter)||No||Yes||No|
|Total Parental Nutrition (TPN)||Yes||Yes||No|
|Ventilators (excludes nebulisers, humidifiers and vaporizers)||Yes||Yes||No|
QLD & SA
No concessions exist for SA.
Concessions for QLD customers are managed and payed directly by the Queensland Government
visit the QLD Electricity Life Support page for more details.
Some things to know:
- NSW customers will be required to reapply for the rebate by submitting a new life support rebate application form (PDF 178 KB) every 2 years.
- Some rebates in NSW have a 24-hour-a-day rebate and a part-time (<24-hour) rebate. Please make sure your medical practitioner selects the correct equipment type on the form.
- VIC customers will cease to receive a rebate if they are no longer eligible for a concession card:
- Pensioner Concession Card (Centrelink or Veteran Affairs)
- Health Care Card (Centrelink)
- Gold Card (Veteran Affairs).
- If you change your address, equipment or retailer, you will need to complete and submit the form again to retain your rebate.