Registering as a life support customer

If you rely on any of the following equipment you are an eligible life support customer:

  • 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
  • electric wheelchairs for quadriplegics
  • any other equipment that a registered medical practitioner certifies as required for life support.

If this applies to you, or a member of your household, please make sure you register your details with us.

To register, please contact us on 131 003 and we will immediately flag you as dependent on life support equipment in our systems and notify your electricity retailer.

We will then issue you with an information pack including a Medical Confirmation Form which needs to be signed by a registered medical practitioner.  We will also accept a medical certificate for the purpose of medical confirmation provided it is signed and dated by a registered medical practitioner and includes details of the type of equipment you require.

Alternatively, you can provide a Medical Confirmation Form that was submitted to your previous electricity retailer or distributor that is legible and signed and dated.  The Form must be dated within the last four years.  Note that you have up to 110 business days since ceasing to be a customer of your previous retailer or distributor to request your previously submitted Medical Confirmation Form.

Should you require a copy of your Medical Confirmation Form from us, please contact us on 131 003.

Your registration for life support equipment will be finalised on receipt of your medical confirmation, and we will notify your electricity retailer as well.

You should also contact your electricity retailer so that they can make sure you are receiving the government rebates for which you are eligible.

What to do when your details change

If your contact details or circumstances change, please contact us as soon as possible on 131 003 to advise us of your new details.

Prepare a back-up plan in case of a power outage

At Endeavour Energy we are committed to providing you a safe and reliable electricity supply. However, occasionally we may have to interrupt your power to undertake upgrades or planned maintenance.

Storms, bushfires and other unexpected problems can also disrupt your power. For these reasons we are unable to guarantee continuous 24-hour power supply to your home.

We urge all life support customers to be prepared. This could be as simple as having important information on hand including names, addresses and telephone numbers of your doctor, the nearest hospital, a neighbour or someone nearby who is willing to assist you.

If we plan any work that affects you, we will notify you in writing at least four business days in advance, giving you details of the date, time and duration of the scheduled interruption.

A checklist to help plan for power interruptions

Your answers to these questions will help you develop an action plan that could save your life in an emergency.

  • Can you get out of your home if there is no electricity?
  • Does your landline telephone need an electricitysupply?
  • Do you have an alternative phone service such as a mobile phone?
  • Do you have a neighbour who can help you if the power goes out?
  • If you have reserve oxygen cylinders are they filled and working?
  • Are your medical supplies fully stocked and secure in case of an emergency?
  • Do you have important contact details handy e.g. doctor, hospital, and local taxi service?
  • Do you have general items handy e.g. torch and battery operated radio?
  • Do you have Endeavour Energy’s phone number handy to call if the power goes out?
  • Do you have emergency arrangements for extended outages?
  • What back-up is built into the life support equipment you have?
  • Do you have uninterruptible power supply (UPS) for temporary battery back-up power?
  • If you have a back-up battery how often do you check to make sure it is fully charged?
  • Does your hospital supply power via back-up generators for your life support equipment if the power is out?
  • Is your life support equipment plugged into a surge protector?

To assist your planning, we have prepared a useful fact sheet which can be downloaded here:

Important information for life support customers

And please remember, always dial triple zero (000) in a medical emergency and ask for an ambulance.