Life support equipment

Information to help you plan for electricity outages and find life support concessions available to you.

If you or someone in your household has life support equipment, it’s important to let us know so we can give you all the information you need to plan for energy outages.

131 245

Register life support equipment

If you have life support equipment at your home, you may rely on energy for the equipment to work. However sometimes your power needs to be turned off for scheduled maintenance or repairs.

By registering your life support equipment, we’ll make sure you’re kept up-to-date on any 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 and other restrictions to power supply for your home.

If you’ve already registered with your distributor, they’ll let us know. Otherwise, follow the steps below.

To register

  1. Register your life support equipment with us by calling 131 245
  2. We will:
    1. email or post you a medical confirmation form and details about our life support program
    2. help you prepare for an unplanned energy supply outage with information to help you prepare an emergency action plan (PDF) 
    3. apply temporary life support protection to your account to give you time to have the form completed by your medical practitioner and returned to us by the due date.
  3. Have your medical practitioner complete and sign the relevant section of your form.
  4. Return your form by the due date included in your letter or email to the following address:
    AGL Life Support
    Reply Paid 84146
    Melbourne VIC 8001
  5. Once we've processed your form, we'll send you confirmation by letter or email, depending on your communication preference for important notices.

‎Registered life support customers receive four business days notice of planned electricity outages in writing by email or post. This is so you can make arrangements and ensure you have time to prepare.

If you don't register your life support equipment you'll still receive four business days notice, but it may not always be in writing to you directly.

Eligible life support equipment

Depending on your state, eligible life support equipment can include:

  • Enteral feeding pump
  • External heart pump
  • Home dialysis machine
  • Oxygen concentrator
  • Phototherapy equipment
  • Positive Airways Pressure device (PAP)
  • Total Parenteral Nutrition (TPN) pump
  • Ventilators for life support
  • Power wheelchair – for quadriplegics
  • Other equipment required for life support – as specified by a medical practitioner.

To discuss eligible life support equipment and to register it with us, give us a call.

Call 131 245

Planning for outages

When you have life support equipment at your home, it's important to be prepared for a power outage, especially an unexpected one.

Things you need to consider:

  1. Prepare a plan of action so you and everyone in your house knows what to do in an outage. For useful information to help you prepare an action plan, read Life support information for households (PDF).
  2. Keep our emergency phone number and your energy distributor's number somewhere easy to find, like the front of your fridge. That way, you can find them if the power goes out. Find your distributor at Power outages.
  3. If your home loses energy unexpectedly and you or someone in your house is dependent on life support equipment, follow your action plan. If you require emergency medical assistance call 000.

Life support concessions 

You may be eligible for state government concessions and rebates. Eligibility is different in each state and depends on the life support equipment you have. 

Concessions, grants and rebates

Important information

If you move to a new house or change energy retailer, you’ll need to complete a new medical confirmation form either with us or your new retailer.

It’s important to let us know of any changes, including if you no longer need your equipment registered. You can call us on 131 245.

We'll give you temporary life support protections while you complete your medical confirmation forms, however these protections will expire. If we haven’t received your completed medical confirmation form by the due date, we’ll keep sending you reminders to complete your forms up until the due date in the letters or emails we sent you.

If you no longer require life support equipment to be registered, let us know and we’ll update our records.

If you don’t have enough time to get the form signed by your doctor before the registration due date, you can ask for an extension to your life support equipment registration. Call 131 245.

‎If you want to de-register life support equipment, call 131 245.

We'll update your account and send you a confirmation letter to confirm when the life support equipment is being de-registered from your account. We'll also send a final confirmation once this has happened.


Need support?

Call

Prefer to talk? We’re here anytime.

Call 131 245
More ways to get support

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