Emergencies, faults & outages — 24 hours

Electricity – 13 10 93

Natural gas – 13 19 09

Current outages

What is an emergency?

An emergency relating to our utility networks is anything that threatens life, is dangerous or a potential health hazard, or when damage has been caused to part of utility infrastructure such as powerlines, poles, pipes, meters and pillars, to name a few.

If there is a life-threatening situation, you should call the emergency number 000 (112 on most mobiles) for immediate assistance from the police, fire brigade or ambulance before calling one of our emergency contact numbers to report the emergency.

What to do in case of an electricity emergency

Fallen power lines

Fallen or sagging powerlines are dangerous, so stay clear, warn others and call ActewAGL on 13 10 93 or Emergency Services on 000. Never try to rescue an accident victim from a vehicle surrounded by fallen powerlines.

Find out more about the danger of overhead powerlines.

To better understand why it's so important to keep trees, powerlines and other infrastructure clear of any obstruction, see our information on preventing damage to our utility network.

Problems with streetlights

In the case of an emergency involving a street light, for example a vehicle accident or if a live street light cable has been dug up, please call 000 and report it to Access Canberra on 13 22 81.

Access Canberra handles general enquiries about street lights. Please call them on 13 22 81 to report a fault or to make such an enquiry, alternatively you can report streetlight outages online.

Damaged/unsecure equipment

Stay well clear and call 13 10 93 immediately if you see damage to electricity poles, meters or substations, or notice doors left open or unlocked.

Damage to poles, wires, meters, substations and mini pillars create a risk to public safety and can disrupt the electricity and gas supply.

If substations or mini pillars are damaged, electrical wires can be exposed. Electricity can arc or jump and you can receive an electric shock, even if you are not in direct contact with the wires.

Graffiti or vandalism

Please report graffiti or vandalism to ActewAGL equipment by calling 1300 768 810.

Electric shocks and tingles

In emergencies, call triple zero (000) for an ambulance.

Electric shocks and tingles happen for a variety of reasons but can sometimes be an indication that there's an underlying electrical fault that requires urgent attention.

The Utilities Act requires us to inform you, the customer of your obligation to report serious electrical accidents to us, ActewAGL. That's why you need to immediately report all tingles and shocks, no matter how minor, to ActewAGL by calling 13 10 93.

Once a shock is reported ActewAGL will take immediate action and if necessary will provide assistance to help ensure you are safe. The cause will then be investigated by the appropriate authority.

Report electricity theft

Electricity and water theft costs you money.

Theft of electricity and water and interference with ActewAGL's electricity and water equipment costs you money. In the long run, tariffs have to be adjusted to compensate for losses.

Both are serious offences which attract substantial penalties.

If you know, or think you know, of anyone stealing electricity or water let us know by:

Your information is completely confidential.

If you think the premises you have moved into have been interfered with regarding the theft of electricity or water, do not attempt repairs until it has been inspected by ActewAGL and advice has been given.

General electricity safety

Review our electrical safety tips for information regarding power points and power boards, safety switches, powerlines and more.

What to do in case of a natural gas emergency

Gas pipe damage

If an underground natural gas pipe is damaged during an excavation or if you smell a natural gas leak outside, call ActewAGL emergencies and faults immediately on 13 19 09.

Gas leaks

Natural gas has no odour. To help you detect the presence of gas, a strong odorant that smells like rotten eggs is added.

If you smell this odour inside:

  • Ventilate the area by opening nearby doors and windows.
  • Evacuate the area and turn off the gas supply (if safe to do so).
  • Do not use a source of ignition such as matches or cigarette lighters.
  • Seek expert advice by calling ActewAGL Faults & Emergencies on 13 19 09.

If you smell gas outside:

  • Contact ActewAGL Faults and Emergencies on 13 19 09.
  • Remove all ignition sources from the area.
  • If safe to do so, turn off the gas supply.

In the event of an emergency, such as a gas leak or bushfire, turn off your natural gas supply by turning the yellow valve lever on your meter so it runs perpendicular to the pipe. (see image below)

Natural gas meter - showing valve in both opened and closed position

Natural gas meter pictured above shows the valve in both the opened and closed position

Damage to the gas network infrastructure

The ActewAGL natural gas supply network operates at very high pressures and can be extremely dangerous if it is exposed and damaged. For this reason much of the network is located underground, but if you notice any damaged equipment or infrastructure please report it to ActewAGL Faults and Emergencies immediately on 13 19 09. Do not approach the damaged infrastructure and where safe to do so, take steps to remove any ignition sources from the area.

Preventing damage to underground utility services

To prevent damage to underground utility services, including natural gas pipes, call Dial Before You Dig on 1100 prior to commencing any excavations on your property. This free service can assist you in locating underground services in your area and help prevent you from damaging utility network services. Operators are available Monday to Friday between 8.00am and 5.00pm (EST). For more information visit the Dial Before You Dig website.

General gas safety

Review our natural gas safety tips.