Life Support Customers
Your Safety and Wellbeing are our Top Priority
Electricity is essential for daily life, but for some people it’s critical to their health and wellbeing. If you or someone in your household depends on life support equipment, we want to make sure you have the right protections in place. This page explains how we can support you, and the steps you need to take to stay safe and connected.
Why Register as a Life Support Customer?
This support can include:
- Offering a loan backup battery for planned outages
- SMS notifications to remind you before a planned interruption
- SMS notifications during unplanned power outages
- A dedicated phone number for registered life support customers
- 24/7 updates on Jemena’s power outage website
- 24/7 Faults and Emergencies phone number
- Priority restoration for any fault or outage on the network which impacts your property
You can register as a Life Support customer if you use any of the following equipment:
- An oxygen concentrator
- An intermittent peritoneal dialysis machine
- A kidney dialysis machine
- A chronic positive airways pressure respirator
- Crigler-Najjar syndrome phototherapy equipment
- A ventilator for life support
- Any other electrical equipment that a doctor believes is important in maintaining your health
You can also register for life support for any reason your doctor deems is essential to your health such as:
- Sleep Apnea
- Emergency alert buttons
- Heating or cooling conditions
- Hot water
- Electric beds or chairs
- Any other electrical equipment that a doctor believes is important in maintaining your health
How do I register?
Once you are registered, you will be sent an information pack with a medical confirmation form that needs to be signed by your medical practitioner. If you do not return the medical confirmation form within the required timeframe, then you may be de-registered from life support.
If you require additional time to complete the medical confirmation, please contact our Customer Service team on 1300 131 871.
What if my details change?
If your details or circumstances change, such as;
- Changes to your details such as phone number or email address
- You no longer require Life Support at my premises
- You moved address or changed your billing retailer
Please contact our Customer Service Team on 1300 131 871 or lodge an enquiry online by clicking Help & Support | Jemena.
You should also contact your billing retailer to ensure they have your updated details.
Preparing for power outagesWe understand there’s never a convenient time for the power to go out. Click here for some tips to help you manage during a power outage. We strive to deliver safe and reliable electricity. However, planned maintenance, upgrades, and unexpected events like storms or bushfires can sometimes interrupt your power supply. If you rely on life support equipment, it’s important to have a backup plan. Keep key contact details handy, including your doctor, the nearest hospital, and a trusted neighbour or nearby helper. For planned outages, we’ll notify you in writing at least four business days in advance with details of the date, time, and duration.
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