Who is eligible
To be eligible for life support protection and to be registered as a life support customer with us, you or someone at your property must rely on at least one of the following:
- •○
Oxygen concentrator
- •○
Intermittent peritoneal dialysis machine
- •○
Kidney dialysis machine
- •○
Continuous positive airway pressure (CPAP) respirator
- •○
Crigler - Najjar syndrome phototherapy equipment
- •○
Ventilator/respirator for life support
- •○
Any other equipment powered by electricity or gas that a registered medical practitioner certifies as essential for life support
- •○
A medical condition that requires continuous electricity and/or gas, certified by a registered medical practitioner.
Registering for Life Support
Whether you need life support protection now or in the future, registering for life support protection is easy and only takes a few steps:
Let us know Reach out to us when someone at your property needs life support protection. We understand how important this is, and we’ll guide you through each step.
We notify your distributor We’ll contact your electricity or gas distributor on your behalf, send you important safety information, and provide a Life Support Registration Form. (You’re also welcome to contact your distributor directly if that feels easier).
Complete and send the form All Life Support forms will need to be signed by both you and your registered medical practitioner. Please return it by the due date so we can activate your life support protection as soon as possible.
If meeting the deadline is difficult, just let us know - we can help by providing a due date extension.
Email your completed forms to:
Mail the forms to:
Red Energy Reply Paid 4136 East Richmond VIC 3121 *Be sure to keep a copy of the forms for your own reference.
If we don’t receive the completed form, your property may be deregistered, and life support protection won’t apply.
If you have any questions or need support, our award-winning Customer Solutions Team is here for you on 131 806.
Planned Interruptions
Life support protection helps keep you informed, but it cannot guarantee an uninterrupted energy supply. At times, your power or gas may be interrupted due to planned maintenance, meter work, or upgrades by your local distributor.
With life support protection, you’ll receive advance notice of any planned interruption. Here’s how it works:
If it’s us:
If Red Energy needs to interrupt your electricity supply, we’ll give you at least four business days' notice (unless we agree otherwise) so you have time to prepare.
If it’s your distributor:
If your local distributor needs to interrupt your gas or electricity supply, they must notify you at least four business days before the interruption.
Unplanned Interruptions
Sometimes things don’t go as planned, and you may lose power due to an unplanned interruption. This can happen for many reasons, including:
- •○
extreme weather
- •○
accidents that damage your distributor’s infrastructure.
If someone at your property uses life support equipment and you unexpectedly lose electricity or gas, contact your electricity or gas distributor immediately and advise that the property requires life support supply. Their faults and emergency number is listed at the top right corner of your Red Energy bill.
To help you stay prepared for an unplanned interruption, we recommend having an action plan that includes:
- •○
Important phone numbers written down and kept somewhere safe — your doctor, nearest hospital, an emergency contact, and your distributor and energy retailer
- •○
Fully charged backup batteries for life support equipment
- •○
Full backup oxygen tanks, if required
- •○
A charged power bank for your mobile phone Advice from your medical practitioner tailored to your specific life support equipment.
Download sample Life support action plan
Life Support Concessions
Registering for life support does not mean a concession is automatically applied. If you need help with energy costs because life support equipment is used at your property, you may be eligible for government rebates or concessions. Visit our Concessions page to learn more.