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Evoenergy operations in response to COVID-19

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Evoenergy workers

25 Mar 2020

We have been monitoring COVID-19 as it evolves and like many of you we are sad to see the direct impact it is having on our community. During this time, our focus is on providing a safe and reliable energy network and ensuring the health and wellbeing of our people.

We have implemented interim changes in the way we operate to minimise the impact to the ACT community and continue to provide safe and reliable energy supply.

Planned works April - May:

During these unprecedented times of uncertainty, we are doing everything we can to keep the power on, gas flowing and our network safe and reliable.

We understand many customers are working from home during this unprecedented COVID-19 pandemic however, we need to continue some critical preventative maintenance to protect lives, prevent damage to properties and keep the power on for the future. It does mean that sometimes, we need to turn power or gas off temporarily so the work can be done safely and quickly. This is designed to avoid more serious faults that could cause long term outages and put customer safety at risk.

We will be reviewing all our planned outages on a case-by-case basis as we work to balance maintaining a safe and reliable network and are doing everything we can to minimise the impact to customers.

We will update our planned outages schedule on our outages map and social media every Friday morning for the week ahead.

As this is an evolving situation, we thank you for your patience as crews perform these important works as quickly as safely as possible to ensure you have safe and reliable supply of energy.

We will be continuing to provide support where possible for customer-initiated works such as meter readings, re-energisations, connections for electricians, builders and other small businesses so people can continue to keep their businesses and homes running.

Major technical work and projects will continue with increased hygiene controls to ensure we can keep on with the critical work to support our large customers and the growth of the ACT 

 

Depot operations:

We have limited travel between our essential service sites, and have increased work health safety practices for all staff and separated our critical staff into geographically isolated teams.
Evoenergy’s face to face customer service team, office, depot and worksites are now closed to all external visitors. 
Staff have access to devices, systems and technology platforms that enable remote working.

These changes will provide additional protection for our staff and the community by limiting person-to-person contact and minimising potential exposure and spread of the virus.

Our contact centre will continue to operate 24 hours a day and our crews are prepared to respond to network faults and emergencies. Non-urgent enquiries can be submitted to us online or via social media. 

We ask for everyone’s patience as our staff and crews prioritise critical work to maintain the safe operation of the electricity and gas networks and support our customers.

This page will be updated with changes to our operations or you can follow us on social media.

 

Frequently Asked Questions

  • What happens if my power supply is interrupted during the COVID-19 situation?

    Our contact centre continues to operate 24hrs a day and our crews are prepared to respond to network faults and emergencies.

    It is essential our crews stay safe to keep the power on, so we ask the community to help by following a few precautions.  When reporting faults, please notify us if anyone at the property is self-isolating, quarantined or has been in contact with anyone who has a confirmed case of coronavirus.  This is helpful information for our crews to manage risk when we respond.

    If you experience an electricity fault or emergency, please call 13 10 93.
    If you experience a gas fault or emergency, please call 13 19 09.

    View all current outages.

  • I am self-isolating and there is a planned power outage in my area - can the outage be delayed?

    We will be reviewing all our planned outages on a case-by-case basis as we balance the need to maintain the safe and reliable operation of our network and minimise the impact to customers during this unprecedented situation.

    We will communicate a revised planned works schedule every Friday morning for the week ahead on our social media channels and on our website.

    Please call our Contact Centre on 13 23 86 to discuss your situation.

  • Why are Evoenergy crews still working in the community?

    We are working to balance the need for social distancing with the need to maintain a safe and reliable electricity and gas supply. Our crews remain available to respond to fault and emergency work.

  • Why are planned outages continuing?

    During these unprecedented times of uncertainty, we are doing everything we can to keep the power on, gas flowing and our network safe and reliable. However, we need to continue some critical preventative maintenance to protect lives, prevent damage to properties and keep the power on for the future. It does mean that sometimes, we need to turn power or gas off temporarily so the work can be done safely and quickly.

    This is designed to avoid more serious faults that could cause long term outages and put customer safety at risk. We understand many customers are working from home during this unprecedented COVID-19 pandemic, however, to ensure customers able to continue to have power for some critical maintenance must continue.

    We will be reviewing all our planned outages on a case-by-case basis as we work to balance maintaining a safe and reliable network and are doing everything we can to minimise the impact to customers during this unprecedented situation. We will update our planned outages schedule on our outages map every Friday morning for the week ahead.

    As this is an evolving situation, we thank you for your patience as crews perform these important works as quickly as safely as possible to ensure you have safe and reliable supply of energy.

     
  • I am registered as having Life Support Equipment – what does this mean for me?

    Our obligations in relation to customers registered as having Life Support Equipment have not changed. If this is you, please ensure your emergency device management plan is up to date.

    You can call our Contact Centre on 13 23 86 to discuss your situation if you have any further questions. 

  • I've lost my income and can't pay my bill. What can I do?

    We encourage you to contact your energy retailer to discuss your circumstances.

  • Can I visit the Evoenergy office

    Can I visit the Evoenergy office and worksites?

    No. The Evoenergy depot and worksites are currently closed to all external visitors. If you believe you have an urgent need to attend an Evoenergy site, please contact us on 13 23 86. 

  • What if I notice trees or bushes growing too close to the electricity network?

    Our normal process still applies, please report trees or vegetation near powerlines online or call 13 23 86.

More information

ACT Health Coronavirus (COVID-19) information

 

For further media information only:

Evoenergy
0414 515 359

facebook.com/EvoenergyACT

@EvoenergyACT

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