Life Support

At Lumo Energy we believe that safety is of the utmost importance. It is actually one of our company values! We understand that for some of our customers, energy supply is used for life support equipment - maybe for them or even someone living with them. We are here to help ensure that these customers receive the protection they need.

Our award winning Customer Solutions team is ready to assist. 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.

Life support is the term that the energy industry use to describe energy customers that require specialised equipment needed to support their life. To be eligible for life support protections and be registered as a life support customer, you or someone at your property must rely 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.

To register a property as life support you will need to firstly let us or your local distributor know that there is a need for life support equipment, even if it’s not required until a future date. We will then inform your local distributor and send you information on the management of your energy supply in the event of emergency or outage We will also provide you with a life support registration form.

To be registered you and your medical practitioner will need to complete and sign the life support registration form.  All sections of this form are to be completed and then signed by your medical practitioner. Once complete, please send the form back to us by the nominated due date and we will ensure that your life support protection has been registered.

If you have any questions,  call us on 1300 854 960 or contact us using one of the methods below:

• Mail - PO Box 632 Collins Street West VIC 8007;
• Email - [email protected]
• Fax - 1300 661 086

Failure to return the form may result in deregistration and subsequent loss of life support protection at the property.

It is important to understand that life support protections do not guarantee you uninterrupted energy supply. There may be times your energy supply may be interrupted for planned works for maintenance or upgrades of the meter, the network or scheduled planned upgrades by your local distributor.

Don’t worry. They are called Planned Interruptions for a reason! And here's the plan:

• If your energy supply is interrupted by Lumo Energy, we will provide you a written notice at least four business days in advance, to assist you in better preparing for the interruption.
• If your energy supply is interrupted by your local distributor, they are required to notify you at least four business days in advance of the interruption.

Sometimes things don’t go to plan.  An unplanned interruption can occur and impact supply to your property. Unplanned Interruption is usually a unforeseeable outage that impacts supply of energy to your property and could be caused by extreme weather conditions, but they can also occur due to a variety of other reasons such as accidents and damage to your local distributors infrastructure. As a user of life support equipment, it is crucial to prepare an action plan to ensure continuous energy supply to your life support equipment in these events. We have prepared some tips on how to create an action plan below.

If you are experiencing any issues with your energy supply that have not been communicated to you then you must contact your local distributor immediately. Their faults number can be located on the top right corner of your Lumo Energy bill. Upon contact you must advise them that you are a user of life support equipment.

• Consolidate all necessary phone numbers in writing and secure them in a safe place - These include phone numbers of your doctor, nearest hospital, an emergency contact and your local distributor and energy retailer;
• Ensure back up batteries to your life support equipment are always charged;
• Ensure any back up oxygen tanks are full;
• If you use a mobile phone, ensure you have a power bank that is fully charged at all times;
• Talk to your medical practitioner for any additional advice that applies to your life support equipment.

A little extra financial support may be available to you.  If you use life support equipment at your property, then you could be eligible to receive government rebates and concessions on your energy usage. Please visit our concessions page for more information.