Need to contact

Ausgrid

and make sure they reply?

Ausgrid is an electricity distributor responsible for the network (physical poles and wires) across parts of Sydney, the Central Coast and the Hunter Valley, covering around 22,275 square kilometres. Because Ausgrid is the network operator (not your electricity retailer), many billing questions need to go to the retailer named on your bill.

Support is built around safety and network reliability: a 24/7 emergency line for electrical hazards and faults, a general enquiries line during business hours, plus online tools for outages, hazards, streetlights and service requests. Ausgrid also publishes a formal Ausgrid complaints process with escalation to an independent ombudsman, which is useful when you need a documented review.

Customer sentiment is mixed and often reflects high-stress events like unplanned outages. Review and forum discussions commonly focus on outage duration, changing restoration ETAs, and the quality of communications during incidents.

The most common issues customers raise relate to outages and communication:

• Unplanned outages: customers report frustration with outage frequency, duration, and restoration estimates that change over time (especially during widespread events).
• Outage updates: feedback ranges from “too many texts” to “not enough useful information,” particularly during long disruptions.
• Planned interruptions: complaints can arise when timing is disruptive. Customers may question whether they received an Ausgrid planned outage notice early enough.
• Claims and compensation: customers sometimes feel claim outcomes don’t match expectations (for example, food spoilage or appliance damage after an outage), leading to follow-ups or an Ausgrid compensation claim.
• Life support concerns: these are especially sensitive. Customers often seek clarity on notifications and what to do during outages, including making sure Ausgrid life support customer registration details are current.

Use the most effective channel for your situation:

1) If there’s immediate danger

• If it’s life-threatening or there’s an electric shock risk, call 000.
• For dangerous electrical situations like live wires or sparking equipment, report an electrical hazard to Ausgrid via the 24/7 emergency line: 13 13 88.

2) If your power is out or flickering

• Start by reporting a power outage Ausgrid using the online tools:
  
  • Ausgrid outage map / current outages: Current outages
• If you need to speak to someone about the outage, call 13 13 88 (24/7).

3) If you received a planned outage notice (or want to check one)

• Planned interruptions info: Planned interruptions
• For questions without a reference number, call the Ausgrid contact number for general enquiries: 13 13 65 (Mon–Fri, 9:00–16:30).

4) If it’s non-urgent (streetlights, trees near lines, general network issues)

• Use the Contact Us hub to choose the right online form: Ausgrid Contact Us
• For help deciding if it’s “dangerous” and where to report it: Validate hazard request
• For lighting problems, submit a streetlight fault report via the relevant Contact Us pathway.

5) If you want a trackable complaint or claim

• Complaint steps and escalation: How to make a complaint
• Customer portal (used for some workflows): Ausgrid Customer Portal sign-in

If you’re not satisfied with the outcome, you can escalate to the Energy & Water Ombudsman NSW (EWON): ewon.com.au or 1800 246 545.

Claims and compensation (loss or damage)
Ausgrid’s claims guidance explains eligibility, evidence expectations and limits. Claims require proof of loss (such as receipts and photos), are capped at $5,000, and outcomes may be assessed with depreciation for older appliances.

Food spoilage support
For some unplanned outages (for example, 12+ hours for residential customers), Ausgrid states it may consider a customer service payment for food spoilage, subject to its limits.

Guaranteed Service Levels (GSL)
Ausgrid states GSLs cover areas like unplanned outages, streetlight repairs, and connection service standards: Guaranteed Service Levels.
For interruptions from 1 July 2024, Ausgrid outlines threshold-based eligibility and time limits for claiming (generally by 30 September each year). Eligibility details are published here: GSL claims eligibility.

Planned outage notifications
Ausgrid states it aims to notify planned outages at least four business days in advance, and that SMS depends on the mobile number registered with your retailer (reminders and cancellations may also be sent).

Complaint handling and escalation
Ausgrid says it aims to resolve complaints at first contact where possible, with internal review options and external escalation to EWON.

Support for vulnerable customers (when paying Ausgrid directly)
Ausgrid’s Customer Assistance Framework applies where customers pay Ausgrid directly for specific categories (like network damage or defect rectification) and encourages early contact for hardship support.