Faults, Outages & Emergencies

If you experience a power outage, electrical fault, gas emergency or other safety issue, it's important to know who to contact.This guide explains:what to do in an emergency;who to contact for electricity and gas faults;GreenTech's role;the role of your electricity or gas distributor; andhow we'll keep you informed during planned interruptions.Your safety is always our highest priority.In an Emergency – Call 000If there is an immediate risk to life or property, call Emergency Services immediately on 000.Examples include:FireSmoke coming from electrical equipmentElectric shockFallen powerlinesSerious injuryMajor gas leakExplosionAny situation presenting immediate dangerNever approach fallen powerlines or attempt to repair electrical or gas equipment yourself.

If you experience:Loss of powerFlickering lightsElectrical faultsMeter faultsBattery Energy Storage System (BESS) issuesSolar system concernsElectric Vehicle charging faultsEmbedded network issuesplease contact GreenTech Customer Experience.Some faults affecting the wider electricity network may also need to be managed by your local electricity distributor.Reporting a Gas Emergency (Where Applicable)If your property is connected to a reticulated gas network and you:smell gas;suspect a gas leak;hear escaping gas; orbelieve gas equipment has become unsafe,leave the area immediately if it is safe to do so.Do not:operate electrical switches;use matches or lighters;create sparks;return to the area until advised it is safe.Contact your gas distributor immediately using the emergency number listed below.If there is immediate danger to life or property, call 000.GreenTech Customer ExperienceFor account enquiries, embedded network faults, planned outages or building-related electricity services, please contact us.Phone: 1300 738 529Email: support@greentechmicrogrids.com.auWebsite: www.greentechmicrogrids.com.auBusiness Hours:Monday to Friday9am to 5pm

If the fault affects the wider electricity network, your local electricity distributor may be responsible for restoring supply.StateDistributorFaults & EmergenciesVictoriaCitiPower13 12 80VictoriaPowercor13 24 12VictoriaUnited Energy13 20 99VictoriaAusNet13 17 99VictoriaJemena13 16 26New South WalesAusgrid13 13 88New South WalesEndeavour Energy13 10 03New South WalesEssential Energy13 20 80Queensland (South East)Energex13 62 62Queensland (Regional)Ergon Energy13 22 96If you're unsure which distributor services your property, GreenTech can assist.Gas Distributor Emergency Contacts (Where Applicable)StateDistributorGas EmergencyVictoriaAustralian Gas Networks1800 427 532VictoriaMultinet Gas132 691VictoriaAusNet Gas13 67 07New South WalesJemena Gas131 909New South WalesAustralian Gas Networks (Albury)1800 427 532QueenslandAustralian Gas Networks1800 427 532If you're unsure who your gas distributor is, please contact GreenTech.

Occasionally, maintenance, repairs or upgrades may require a planned interruption to electricity supply.Where required and reasonably practicable, GreenTech will provide advance notice including:DateTimeExpected durationReason for the interruptionContact details for enquiries

Unexpected interruptions may occur due to:Severe weatherElectricity distributor faultsEquipment failuresVehicle accidentsEmergency worksSafety incidentsThird-party damageWhere an outage occurs, GreenTech will work with the relevant electricity distributor, contractors, Embedded Network Manager and building representatives to restore supply as safely and quickly as possible.

To help keep yourself and others safe, we recommend that you:Keep refrigerator and freezer doors closed.Switch off or unplug sensitive electrical equipment.Use battery-powered lighting where possible.Avoid using candles where practical.Follow advice from emergency services.Never approach fallen powerlines.Report hazardous electrical situations immediately.

If someone at your property relies on electricity-powered life support equipment, please register with GreenTech as soon as possible.Registration helps us:Maintain accurate customer records.Provide planned interruption notifications where applicable.Offer additional customer support.Meet our customer protection obligations.All Life Support Customers should maintain an emergency backup plan and discuss backup power arrangements with their healthcare provider.Please refer to our Life Support Customer Guide for more information.

To receive outage notifications, planned maintenance notices and important customer communications, please ensure your contact details remain current.You can update your details through the Customer Hub or by contacting our Customer Experience Team.

Visit the GreenTech Customer Hub to access:Planned outage noticesCustomer GuidesFrequently Asked QuestionsFact SheetsCustomer FormsSupport ServicesBuilding Information

GreenTech is committed to keeping our customers safe, informed and connected.Whether it's a planned interruption, an unexpected outage or an emergency, we'll work with our customers, electricity distributors, gas distributors and building managers to restore services safely and as quickly as reasonably practicable.