For fire or immediate danger, call 000. For a supply outage, fallen powerline, shock or tingle, the electricity distributor may be the essential first contact. A licensed electrical contractor deals with faults and repairs within its authorised scope. Do not investigate a hazard to decide which organisation is responsible.
Choose the contact for the situation
| Situation | First action |
|---|---|
| Fire or immediate danger | Call 000 and follow emergency-services directions. |
| Fallen or damaged powerline | Stay well clear; contact the distributor and emergency services if anyone is in danger. |
| Shock, tingle or abnormal partial supply | Contact the distributor immediately. Avoid the switchboard and metal fittings. |
| Reported network outage | Use the distributor’s faults and outage information. |
| Fault or damage in the property | Seek a licensed electrical contractor’s advice; use 000 if there is immediate danger. |
These contacts follow Energy Safe’s emergency guidance and outage safety advice. Situations can overlap; do not assume a private booking replaces a necessary distributor or emergency call.
Find the distributor for your address
The distributor operates the local electricity network; the retailer sells your electricity. Use the faults number on your bill or the Victorian Government’s distributor finder. A suburb name alone is not enough to assign every property to a network operator.
Tell the distributor about the symptoms and follow its directions. Neighbours having power does not rule out a supply problem at one property. An outage map may not show every newly reported or localised fault.
Do not approach a hazard to collect evidence
Leave damaged, wet, hot or sparking equipment alone. Do not remove covers, touch exposed parts, pull fuses or repeatedly reset a protective device. A photo is useful only when it can be taken from a safe, ordinary position.
Keep people and pets away and tell responders about any access risks. Do not assume a fallen line is dead because nearby buildings have lost power. Do not attempt to reconnect equipment or improvise an alternative supply.
Choose a contractor without relying on a “best” list
Energy Safe explains electrical-worker licensing and contractor registration. Ask who will attend, whether the business can handle the described work, and how urgent attendance is arranged. Confirm current availability rather than rely on a fixed response-time claim.
This is a guide published by Amber Pro, not an independent test of competing businesses. Compare actual scope, written terms and clear communication. Review counts or unsupported market rankings do not establish that a contractor can diagnose your particular fault.
Questions for a private emergency booking
- What does attendance include, and what is the minimum charge?
- Will diagnosis and additional work need separate approval?
- What if the problem is on the supply side or needs another specialist?
- What can be made safe if a permanent repair is not possible today?
- Who will arrange the next visit or outside involvement?
Provide your address, callback number, symptoms, timing and any reference number from earlier calls. Describe essential equipment affected without handling it if unsafe.
Keep the outcome clear
Ask for the findings, work completed, instructions about anything left unused and the follow-up plan. Keep the applicable certificates and other work records. If symptoms recur, report them; do not assume the original diagnosis still explains a new event.
Ask Amber Pro about electrical assistance in Melbourne’s eastern suburbs. For an immediate hazard, use the emergency contact appropriate to the situation rather than waiting for a website enquiry to be answered.
Frequently asked questions
Should I call my electricity retailer about a dangerous supply fault?
Use your distributor’s faults contact. The bill or Victorian Government distributor finder identifies the network operator; call 000 for immediate danger.
Can a network problem affect only my house?
Yes. Report the symptoms rather than diagnosing the location of the fault from your neighbours’ supply.
Should I wait for a private electrician if the situation becomes dangerous?
No. Use the appropriate emergency contact immediately. Tell the contractor about the change, but do not delay emergency-services or distributor contact while waiting for an appointment.