CitiPower outage notifications upgrade

Outages and emergenciesCitiPower outage notifications upgrade

We understand that power outages can be frustrating. That’s why we’re trialing an enhancement to our outage notification service in the CitiPower network to keep you in the know during unplanned outages.

About the trial

The trial is an upgrade to CitiPower’s existing notification service for unplanned outages and is active Monday to Friday, 7am to 3pm. The service will not be available when there’s a major outage, such as during extreme weather events.

What’s new?

Real-time updates: get the latest information on the repair crew’s estimated arrival time, fault location, and estimated power restoration time.
Personalised notifications: receive a text message (or email) with a link to a map showing the outage details specific to your home or business.
Greater transparency: stay informed about the progress of repairs and know when your power is expected to be back on.

How it works

When an unplanned outage occurs and a repair crew is dispatched, you’ll receive a notification with a link to your personalised outage map.
The map will show you the crew’s estimated arrival time, the fault location, and the estimated power restoration time.
The map updates automatically, so you always have the latest information.

You will still receive all other notifications we send during unplanned outages (such as updated power restoration times and confirmation when the power has been restored).

Frequently asked questions

Why is the trial happening?

We understand that power outages can be frustrating. This service is designed to keep you better informed and reduce uncertainty during unplanned outages. It’s part of our commitment to provide better service and transparency to our customers.

How is this new tool different from the outage map on the website?

Why CitiPower customers only?

Will this service cost me anything?

What will the new message look like?

Which devices does this tool work on?

When is this service available?

How accurate is the crew arrival time?

Will my house or business be shown on the personalised map?

I can see the repair crew at the fault location, but the new tool says they haven’t arrived yet?

Will this service be available during major outages?

What happens if the repair crew gets diverted to another urgent job?

Can I see past outage information with this tool?

How do I provide feedback on the trial?

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CitiPower and Powercor acknowledge and respect the Traditional Owners as the original custodians of the lands and waters where we operate. We recognise First Peoples’ unique rights as Traditional Owners and their deep spiritual connection to Country, and thank them for continuing to care for it. We honour Elders past and present whose knowledge and wisdom has ensured the continuation of culture and traditional practices.

We work hard to ensure our organisation is inclusive and diverse. This means everyone can feel valued, trusted, authentic and safe at work.

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