Power outages can be unplanned — caused by faults, weather, or equipment failures — or planned, where EFL schedules a temporary shutdown to carry out maintenance or upgrade works. This article explains how EFL manages outages, how we keep you informed, and what to do when the power goes out.
Types of outages
What is an unplanned outage?
An unplanned outage happens unexpectedly — for example, when a feeder trips due to a fallen tree, equipment failure, or severe weather. Our Network Control Centre (NCC) responds as quickly as possible to diagnose the fault and restore supply. Because these faults are unpredictable, we may not always have an exact restoration time immediately.
What is a planned outage?
A planned outage is a scheduled maintenance shutdown. EFL uses these to carry out important works such as replacing ageing equipment, installing new infrastructure, or carrying out vegetation management on powerlines. Planned outages are advertised in advance with a start time, end time, and the affected areas clearly listed.
How will I know if there is an outage in my area?
EFL will notify you by SMS to the mobile number registered on your account. Outage information is also published on this portal — you can view active outages, the areas affected, and the estimated restoration time in real time. You can also subscribe to outage alerts for your area so you are notified the moment an outage is created or updated.
What to do during an outage
- 1
Check this portal first. Visit the Outage Status page to see if there is already a known outage in your area. In most cases, EFL is already aware and working on a restoration.
- 2
Check your own switchboard. Before reporting, check that your main switch or circuit breaker has not tripped. If only your property is affected, the issue may be internal.
- 3
Report it if it's not listed. If there is no outage showing for your area and your neighbours are also without power, please log a complaint or query using the form below. Our Contact Centre team will investigate.
- 4
Stay safe. Keep away from downed powerlines and do not attempt any repairs on EFL equipment. If you see a fallen or sparking line, call EFL or emergency services immediately.
Tip — Keep your number updated EFL sends outage SMS notifications to the mobile number on your account. If you have recently changed your number, please update it through the portal or contact our team to make sure you don't miss important alerts.
Estimated restoration times
For unplanned outages, our NCC team will publish an estimated restoration time (ERT) as soon as it is confirmed by the field crew. Please note that ERTs may change as the crew investigates — if the fault is more complex than first identified, we will update the ERT and notify affected customers.
For planned outages, a confirmed start and end time is always advertised in advance. In most cases, crews work to restore supply ahead of the advertised time.
How to track your complaint or query
If you have logged a complaint or query with EFL — by phone, email, or through this portal — you can track its status at any time by logging into your account and visiting My Tickets. You will also receive automatic SMS and email updates as your ticket progresses.
Your ticket is always logged. Whether you call us, email us, or submit through this portal, every contact creates a ticket in our system. You will receive a reference number — keep this handy if you need to follow up.
Frequently asked questions
My power is back but my hot water is not working. What do I do?
After an outage, some appliances — particularly hot water systems — may need to be reset manually. Check your switchboard and reset any tripped switches. If the issue persists, contact a licensed electrician to inspect your internal wiring before calling EFL.
Will I be compensated for an outage?
EFL's compensation policy is outlined in our Customer Charter. If you believe you are entitled to a rebate or compensation due to a prolonged outage, please log a complaint through this portal or contact our Customer Service team and we will assess your case.
I am a life support customer. How do I register?
If you or someone in your household relies on life-support equipment, please contact EFL as soon as possible to register. Life support customers receive priority notification and are flagged in our system so our crew is aware before any planned maintenance in your area.
How do I subscribe to outage alerts for my address?
Visit the Outage Status page and click Subscribe to Alerts. Enter your address or account number and choose whether you'd like SMS, email, or both. You can unsubscribe at any time.