Common Questions

We know having a power outage is inconvenient. Below are some of the most common questions. The easiest and fastest way to report outages is online. You can also check your address for existing outages and register to receive updates. Alternatively you can call us on 0508 832 867. 

Power Restoration Explainer – 7 steps

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Step 1 step1
High-voltage sub-transmission lines We prioritise repairs to the main sub-transmission lines (high-voltage lines) since these service large areas of the network and a very high number of customers
Step 2 step1
Zone substations We must repair damage to zone substations before we can restore service to neighbourhoods, individual homes or businesses.
Step 3 step1
Essential services We work with emergency services to restore supply (sometimes on a temporary basis using emergency generation) to essential services such as hospitals, community support centres, schools, communication equipment or water supply systems.
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Neighbourhoods We repair lines and equipment to systematically return service to the largest number of customers in the least amount of time in affected neighbourhoods. This includes repairs to hot water load control systems if affected.
Step 5 step1
Service lines If power to a home is still off (within a restored neighbourhood), there may be an issue with the service line, which is your personal line that connects to your house. This line is the homeowner’s responsibility. Contact a registered electrician.
Step 6 step1
Hot water Once we have restored hot water load control systems,(see 4), if you still don’t have hot water, there may be an issue with your service pilot wire. Contact a registered electrician.

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