Power Outage: What to Report Safely

Put immediate danger ahead of diagnosis

If there is fire, serious injury or immediate danger, move to safety and call 000. Keep well clear of fallen wires, damaged service connections and anything they may touch. Contact the electricity distributor for network hazards; do not wait for a website enquiry to be answered.

An electric shock or tingling from equipment needs urgent attention and medical advice. Do not touch the equipment again or ask someone else to check it. Water near electrical equipment is also a reason to stay clear rather than approach a switchboard.

Report what you can observe without testing

From a safe position, note whether power loss appears to affect the whole property or only some rooms. If readily apparent, mention whether neighbouring premises or street lighting are also affected. These observations are clues, not proof of a network fault or an internal fault.

Use the distributor’s official outage information where available. A property not shown on an outage map can still need professional investigation. Do not walk towards damaged infrastructure, enter plant rooms or open enclosures to collect more details.

• When the loss began and whether any unusual event preceded it.
• Which areas are affected, based on what you already noticed.
• Any smoke, smell, noise, water or visible damage observed safely.
• Whether someone depends on powered medical or access equipment.

Do not repeatedly reset or reproduce the problem

A protective device operating may indicate a dangerous condition. Do not keep resetting it to see what happens, bypass it or move appliances between outlets to reproduce a suspected fault. If you are unsure what is safe, leave the equipment alone and seek professional advice.

Avoid makeshift power arrangements. Keep portable generators outdoors and follow the manufacturer’s safety instructions; never connect one to household wiring yourself. During an outage, an apparently inactive installation must not be treated as safe to touch.

Use the appropriate contact channel

A distributor handles its network; an electrician assesses property electrical faults within the applicable scope. Where the cause is uncertain, describe the observations rather than requesting a specific repair. Tell the call handler about hazards and critical needs first.

ZEOS lists an emergency electrical service for urgent property concerns. Call to discuss the situation and confirm attendance arrangements; no arrival time or repair outcome can be established from this guide. Call 000 first for immediate danger.

See ZEOS emergency electrical contact and service details →

Related guide: Electrical Safety After Storm Damage →