Life support

At Lumo, we understand that energy doesn’t just mean keeping the lights on. For some of our customers, it is used for life support equipment for them or a loved one. Safety is so important to us that it’s one of our company values and we are here to help ensure that these customers receive the protection they need.

If you, or someone at your property relies on life support equipment, please let us know as soon as possible so that we can register your energy supply with life support protections.

What is considered ‘Life Support’ equipment

Life support equipment is used to support someone’s life. Customers on life support require specialised protections, to ensure their energy supply remains uninterrupted and their equipment continues to work as it should. You can register as a life support customer if you or someone at your property relies on any of the following equipment:

  • Oxygen concentrator;
  • Intermittent peritoneal dialysis machine;
  • Kidney dialysis machine;
  • Chronic positive airways pressure respirator;
  • Crigler najjar syndrome phototherapy equipment;
  • A ventilator for life support (also known as a respirator);
  • Any other equipment that a registered medical practitioner certifies is required.

How to register as a life support customer

Start by letting us or your local distributor know that there is or will be a need for life support equipment. If you choose to tell us, we will then inform your local distributor and then we will send you information on how to manage your energy supply in the event of an emergency or outage. We will also provide you with a life support registration form.

You and your medical practitioner will need to complete and sign all sections of the life support registration form. Send the form back to us by the nominated due date and we will make sure your life support protection has been registered.

If you don’t return the completed form you may no longer be registered which could result in the loss of life support protection at the property.

What are planned interruptions

There may be times your energy supply is interrupted for maintenance or upgrades of meters or the network.

Don’t let that worry you, these are called planned interruptions for a reason. If your energy supply is interrupted by us, you will receive written notice at least four business days in advance. If your supply is interrupted by your local distributor, they are also required to let you know at least 4 business days in advance.

What are unplanned interruptions

You know those stormy days when you’re unexpectedly left with no power, that is called an unplanned interruption. Sometimes they are caused by extreme weather conditions or it could be a road accident nearby that may have caused some damage. If there is life support equipment in your property and you unexpectedly find yourself with no power or gas you need to contact your local distributor immediately.

We’ve created a handy list of faults and emergency numbers for you to download or print and keep in a safe place. If you’re unsure of your distributor, look at the top right corner of your bill or visit the Australian Energy Regulator’s website.

In case of an emergency

It is important to be prepared for an unexpected interruption to your energy. Below are some tips for your Life Support action plan:

  • Keep all your emergency numbers in a safe place. These should include your doctor, nearest hospital, an emergency contact and your local distributor and energy retailer;
  • Make sure back up batteries to your life support equipment are always charged;
  • Ensure any back up oxygen tanks are full;
  • Have a portable mobile phone charger fully charged at all times;
  • Talk to your medical practitioner for any additional advice that applies to your life support equipment.

Life support concessions

Select your state below for more information.