What is Life Support?
If anyone at the property has life support equipment, please contact us to register the details as soon as possible. Registering your home or business as requiring life support is important so we can apply life support protection.
By registering the life support equipment, we’ll make sure you’re kept up-to-date on any retailer planned energy supply interruptions. That means you’ll receive life support protections, including at least four business days’ prior written notice of retailer or distributor planned outages If you’ve already registered with your distributor, they’ll let us know. Otherwise, follow the steps below.
How to register?
To register:
1. Please call us on 1300 005 123 (Monday-Friday, 8am-7pm AEST)
2. We will provide you with key information on the medical confirmation process, including the life support equipment medical confirmation form.
3. You will need to return your medical confirmation form to us by post or email.
Email: info@koganenergy.com.au
Fax: 1800 881 158
Post: Kogan Energy
GPO Box 1639
Melbourne, Vic, 3001
Eligibility
To be eligible for life support protection and to be registered as a life support customer with us, you or someone at your property must rely on at least one of the following:
⦁ oxygen concentrator
⦁ intermittent peritoneal dialysis machine
⦁ kidney dialysis machine
⦁ chronic positive airway pressure respirator
⦁ Crigler-Najjar syndrome phototherapy equipment
⦁ a ventilator for life support (also known as a respirator)
⦁ any other equipment (fuelled by electricity or gas) that a registered medical practitioner certifies is required for life support
⦁ have a medical condition that a registered medical practitioner certifies requires continuous supply of electricity and/or gas.
Questions
If you have any questions about life support equipment, please get in touch by emailing us at info@koganenergy.com.au or calling us on 1300 005 123, Monday-Friday, 8am-7pm AEST.
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 that someone at the property requires life support equipment, 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:
1. Keep a source of backup-power ready for your life support machine, such as a battery or a generator.
2. Regularly check the back-up battery of your life support equipment to ensure it is fully charged.
3. Make sure you have important and up-to-date information on hand such as; your doctor’s name and contact details, friends and family contact details, nearest hospital, and the name and contact details of your emergency contact person(s).
4. Have a clear plan of what you would do if energy supply was unavailable for an extended period.
What if there is a Power Outage?
If you are a Kogan Energy life support customer experiencing a power outage and the situation is life threatening, please call 000 immediately and request an ambulance.
If the situation is non-life threatening or an ambulance is not required, please call your local electricity network distributor’s Faults and Outages line immediately.
Victoria
| DISTRIBUTOR | AREA SERVED | FAULTS & OUTAGES |
|---|---|---|
| Powercor Australia | Western suburbs and western Victoria | 13 24 12 |
| Ausnet Services | Outer northern and eastern suburbs and eastern Victoria | 13 17 99 |
| United Energy | Southern suburbs and Mornington peninsula | 13 20 99 |
| Citipower | City and inner suburbs | 13 12 80 |
| Jemena | Northern and north-western suburbs | 13 16 26 |
| Ausnet Gas | Central and western Victoria | 13 67 07 |
| Australian Gas Networks | North, north-east, and southeast of City | 1800 427 532 |
| Multinet | Southern and eastern areas of City, Yarra Ranges and towns in south Gippsland | 13 26 91 |
New South Wales
| DISTRIBUTOR | AREA SERVED | FAULTS & OUTAGES |
|---|---|---|
| Endeavour Energy | Southern and western metropolitan Sydney and surrounds, including the Blue Mountains and the Illawarra | 13 10 03 |
| Essential Energy | Country and regional NSW, southern regional QLD | 13 20 80 |
| Ausgrid | Inner, northern and eastern metropolitan Sydney and surrounds | 13 13 88 |
| Jemena Gas | Sydney, Newcastle, the Central Coast and Wollongong, as well to customers in more than 20 regional centres | 13 19 09 |
Queensland
| DISTRIBUTOR | AREA SERVED | FAULTS & OUTAGES |
|---|---|---|
| Energex | Brisbane, Gold Coast, Sunshine Coast and surrounds | 13 19 62 |
South Australia
| DISTRIBUTOR | AREA SERVED | FAULTS & OUTAGES |
|---|---|---|
| SA Power Networks | 13 13 66 |
Don't know your distributor?
If you don’t know your distributor, click here for the postcode lookup tool to find your distributor.
Life support equipment concessions
You may also be eligible for concessions or rebates depending on state-based policy arrangements and the type of life support equipment you use.
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