If you, or anyone at your home or business premises depends on life support (or to put this another way, are ‘life support dependent’), this needs to be registered on your account.
You should tell us so that we, and your local distributor (the company responsible for the poles, wires and gas pipes in your area) can register your account and give you extra protections with your power supply. You can read more about the way to complete this registration below.
You are classified as being life support dependent if you depend on any of the following life support equipment:
- Oxygen concentrator
- Intermittent peritoneal dialysis machine
- Kidney dialysis machine
- Chronic positive airways pressure respirator
- Crigler najjar syndrome phototherapy equipment
- Ventilator for life support
- Any other equipment (whether fuelled by electricity or gas) that a registered medical practitioner certifies is required for life support, or a medical condition which requires continued supply of electricity and/or gas.
*You need to let us or your distributor know about your life support equipment needs so that it can be registered on your account.
*You can tell us about your life support needs by calling us on 133 466 or you can register with My Account so that we can include your life support status on your account.
*Once we’ve registered you for life support, we’ll advise your local energy distributor, and send you a Medical Confirmation Form with a letter including practical advice of what to do in the event of a power failure or interruption (planned or unplanned).
*Life support status will be temporarily added to your gas and/or electricity account, and it will be finalised once the Medical Confirmation Form has been reviewed.
*Please ensure that all information on the Medical Confirmation Form is completed as missing information can delay the registration. If you need assistance with completing the form, your doctor/general practitioner (GP) will be able to help you.
*We’ll process your life support registration as soon as possible from when the completed Medical Confirmation Form is received.
Please complete this form and have your doctor/GP sign it too. Then you’ll need to send the signed and completed form to us either by email or mail:
EnergyAustralia Customer Care
Locked Bag 14060
Melbourne City Mail Centre Vic 8001
You can find the name of your distributor and their emergency contact number on the top right hand corner of your bill. Here is a list of EnergyAustralia’s gas and electricity distributors and their contact numbers.
Within your My Account settings, in the top right-corner, you will find a Life Support drop down tab. Click on this to follow the instructions on how to register your home or premises for life support.
Yes. If we sent you the Medical Confirmation Form, then you must complete and return the form within the timeframe (70 calendar days) as set out in the form. If the form is not returned to us within 20 business days, we’ll send you a reminder. Your account is temporarily registered with life support status until we receive your completed Medical Confirmation Form (that must be certified by a doctor/GP).
We will not be able to permanently register you for life support if you don’t complete and return the fully certified form. We will send you reminders.
If we don’t hear from you after these reminders, we may deregister life support from your account. This means that you won’t receive notice in advance for planned interruptions or priority treatment in restoring power for any unplanned interruptions. We will let you know before this happens.
If you require more time to complete the Medical Confirmation form, please contact us to arrange a once-off extension.
Please look at the information provided below to determine whether you are entitled to receive a life support rebate or concession.
Choose your state for details on concessions that may be available to you:
View our concessions FAQs for more information.
Are you eligible for a rebate?
Government rebates for life support are available in ACT, NSW and Victoria if you apply with your energy retailer. To ensure that you receive any applicable state government life support rebates or concessions you may be eligible for, you must also complete the relevant forms here:
For NSW - NSW Life Support Rebate application
For VIC - Life Support Concession and machine notification
For ACT - completion of the Medical Confirmation Form mentioned above is sufficient.
Please return a completed copy to the following address:
Life Support Administrator
Locked Bag 14060
MELBOURNE VIC 8001
QLD and SA - you need to apply directly to your governments for any potential life support rebates.
For more information on life support:
- Chat with us online at rootgalaxys3iii.com/livechat (Monday to Friday, 8.00am-9.00pm & Saturdays, 9.00am-6.00pm AEDT)
- Email – email@example.com
- Call 133 466 (Monday to Friday, 8.00am–8.00pm) and we’ll be happy to help.