Power and saving

Prepare for a power outage

Planned network maintenance and extreme weather conditions can cause prolonged power outages. Consider getting a generator as a backup. If you have medical equipment that relies on electricity, contact the provider to work out an emergency plan. You can protect your appliances, computers and medical equipment from power fluctuations by using surge protectors.

Be prepared

Download the Top Energy Outage App to stay informed.
Have a rechargeable torch and power bank handy to keep smart phones or tablets charged.
Store drinking water and keep a container of water around the house for flushing toilets if on tank water.
Keep BBQ gas cylinders and your petrol tanks full. Remember pumps and EFTPOS won’t work if the power goes off.
Wrap freezers in duvets, blankets or some form of insulation if possible.

During an outage

Keep fridges and freezers closed.
Turn off unnecessary equipment.
Call us if you know what is causing the power outage on 0800 867 363

Before reporting an outage

Check the fuses and circuit breakers on your switch board to see if any have tripped. You can find more information on our Fuses and Circuit Breakers page
Check if your neighbour has power.
If they do and you don't, it could be an issue with your internal wiring or service cable.
If neither of you have power, its possible there is a fault in your street or area that Top Energy needs to be notified about.
Check our website to see if there are any outages.

Before engaging an electrician to help you, please call us to check if we are aware of any outages affecting your power supply.

Factors affecting the duration of an outage

Storm damage causing multiple outages at the same time
Extent of the damage, ease of access to remote areas and the safety of our crews
Darkness and visibility
Number of fault responders available to attend an outage and travel required
Number of jobs in the queue

When you log a fault at night the power may not be restored if its too difficult or unsafe to repair in the dark.

Rest assured we will be working hard to get your power back on as quickly as possible.

Safety is our first priority.

We assess the risk of every outage and always attend calls where electricity needs to be made safe.
Please remember to treat all lines as live.

Paying for call outs and repairs

You only pay for:

Call outs and repairs when you have caused damage to the Top Energy network.
Faults on your service line or cable.
If this happens, we need you to sign an Authorisation to Work form that outlines the hourly costs, before we can fix it.