February 2024 community information session for storm-affected residents – questions and answers

Meeting recording

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Questions and answers

1. Is there an email contact to share issues and concerns with AusNet?

AusNet can be contacted by phone on 1300 360 795 (8am–5pm Monday to Friday).  Our call centre is located here in Victoria.  Our support email address is customersupport@ausnetservices.com.au

Answer provided by: AusNet

2. Are there financial payments available for residents who lost power for between 3 and 5 days?

The State and Federal governments are providing the financial relief to households and businesses that have been without power for 7 days due to the extreme weather events on 13 February 2024.  The eligibility criteria has been set by government under the Disaster Recovery Fund Arrangement. AusNet is supporting the delivery of this relief payment to customers in our distribution network. If your household or small business has experienced a power outage for at least 7 days, you may be eligible for a Prolonged Power Outage Payment. Customers who may be eligible will be notified by AusNet. Visit www.ausnetservices.com.au/PPOP for more information. For claims related to food spoilage visit www.ausnetservices.com.au/outages/claims

Answer provided by: AusNet

3. Why are payments not pro-rata after the 7-day period?

Please refer to response provided for question 2.

Answer provided by: AusNet 

4. Is there capacity for AusNet contractors to respond with SES Strike Teams to neutralise powerlines in the initial response?

Clearing trees amongst fallen powerlines must be completed by trained and authorised teams. They must know the approach and access requirements set for electrical safety. To this end AusNet teams’ focus has been on fallen and at-risk trees relating to the powerlines.  Road access is coordinated from an Incident Control Centre and Regional Emergency Management Teams where agencies work together on a coordinated basis.

Answer provided by: AusNet

5. Will there be any changes regarding power to towers and NBN?

The supply arrangements to mobile phone towers vary considerably from urban to remote rural locations, this sets the method to make power available to specific sites. The resilience of the phone and NBN network is dependent on electricity being available. During events like those that were experienced on Tuesday 13 February 2024, supply can be impacted to the exposed electrical network. Consideration by the telecommunication groups for local alternate electricity supply during these types of events should be pursued.

Answer provided by: AusNet

6. If you go to the Ausnet website and hit report a fault when you enter your NMI or address you get the right incident number.

Ausnet’s Outage Tracker was up and running as of 21 February, which means the National Meter Identifiers (NMI) search functionality in the Report a Fault online form should now work. You can find your NMI by checking an electricity bill from your energy retailer. Entering your NMI is the most accurate way of getting your INCD#. You may also be able to get your INCD# by searching for the street address, but this search method will not show individual properties impacted due to privacy reasons.

Answer provided by: AusNet

7. Why aren't power cables to mobile towers underground?

Supply to mobile towers is part of the broader electricity network. Mostly the last portion of network is underground, however at some point it will be connected to the overhead network where the assets are more exposed to weather events. The network of electricity lines is unique to any given area.

Answer provided by: AusNet

8. Why wasn't the outage tracker being updated?

We were unable to update the information due to the technical difficulties we experienced with our Outage Tracker when the storm hit on Tue 13 Feb 2024 – the Outage Tracker site was initially overwhelmed with over 3.5 million hits on the day of the storm. We were able to stand-up a temporary Outage Tracker solution but unfortunately this platform did not allow us to accurately link customers with their INCD number. Outage Tracker is now available again, and it is progressively updated with the progress on rebuilding the electricity network, including functionality with an interactive map. You may need to clear your cache to access outage tracker.

Answer provided by: AusNet

9. Why weren't residents receiving messages and advice when the power was restored?

If you haven't received a text message from us during this prolonged outage, it could be because we don't have your contact details. We encourage all our customers to make sure their electricity retailer (the company you pay your power bills to) has your current mobile number and email address. They'll pass this onto us so we can contact you via SMS and email for updates.

Answer provided by: AusNet

10. Why weren't residents issued specific incident numbers to check against the outage tracker?

We were unable to provide customers with their individual INCD numbers due to the technical difficulties we experienced with our Outage Tracker when the storm hit on Tue 13 February. The Outage Tracker site was initially overwhelmed with over 3.5 million hits on the day of the storm. Although we were able to stand-up a temporary Outage Tracker solution, this platform did not allow us to accurately link customers with their INCD numbers.

Answer provided by: AusNet

11. What is the AusNet Case Number for my location?

For individual queries to specific sites, please contact AusNet on 1300 360 795 (8am–5pm Monday to Friday).

Answer provided by: AusNet

12. How is it decided which properties will have their power turned off?

AusNet will only switch power out for planned work where we notify our customers, where there is a safety issue, an emergency, or if AusNet is directed to by the Australian Energy Market Operator, AEMO. Other outages occur when the network faults or damage is caused to the network.

Answer provided by: AusNet

13. Will the GSL Payment be paid directly to residents or be issued as bill credit?

Please see further information on our website about GSL payments at www.ausnetservices.com.au/electricity/compensation-and-service-standards. The payment will be applied according to the usual process which is via your electricity retailer for eligible customers.

This is a direct payment into your bank account, not a credit applied to your bill.

Answer provided by: AusNet

14. How do residents use AusNet incident numbers? How can properties with no access to the internet submit forms?

Incident numbers are tied to the NMI during an outage. An incident number can be found on Outage Tracker or when reporting a fault. We understand this presents issues when customers have no power or internet access. Councils have been working with communities to assist with relief centres where AusNet have also placed staff to assist in the most affected areas.

Answer provided by: AusNet

15. Will residents whose power returned in less than 7 days but had to be disconnected for safety reasons be eligible for relief payments?

The criteria is that if your household or small business has experienced a power outage for at least 7 days, you may be eligible for a Prolonged Power Outage Payment. Eligible customers will be notified by AusNet. To find out more visit www.ausnetservices.com.au/PPOP

Answer provided by: AusNet

16. How do you identify which outage area you are in when using the Outage Tracker?

Customers can enter their NMI into Outage Tracker or via Report a Fault page on the AusNet website.

Answer provided by: AusNet

17. What compensation will be made available to residents who lost power for less than 7 days but faced significant financial loss over this period?

Please refer to response provided for question 2.

Answer provided by: AusNet

18. Have all streets without power been identified?

Yes, however as we restore the network we might discover additional issues and need to respond to these.

Answer provided by: AusNet

19. Is Council preparing crisis plans for severe weather events?

Cardinia Shire Council has a Municipal Emergency Plan which is reviewed and updated regularly. Residents can access this plan on Council’s website.

Answer provided by: Cardinia Shire Council

20. Can residents receive assistance for hazardous branches that are broken but still hanging in the trees?

Council is working hard alongside its contractors to respond to reports and clear any potentially dangerous trees. Residents are encouraged to report trees to us that have fallen in public places or on Council land. These trees can be reported by calling Council’s Customer Support service on 1300 787 624, or by emailing us at mail@cardinia.vic.gov.au. If the branch is an immediate threat to your home you can call SES by calling 132 500 to submit a request for assistance, otherwise reaching out to a private arborist to assist would be the best course of action.

Answer provided by: Cardinia Shire Council

21. Is there a way to dispose of storm related non-green waste?

Residents can continue to dispose of green waste and storm related general waste, such as building debris, at Cleanaway Lysterfield, Future Recycling Pakenham or any other landfill site convenient to them. There will be no charge for this type of material if delivered before 30 April 2024. More info.

Answer provided by: Cardinia Shire Council

22. Will Council be sending clean-up crews to affected areas to remove storm related green waste piled on nature strips?

Small amounts of green waste removal from nature strips (under 4m3 in total) can be booked using Council’s Bookable Hard and Green Waste service. Residents can arrange a collection by calling Council’s Customer Support service on 1300 787 624 or by making a booking online using the portal. Size and weight limits apply.

Answer provided by: Cardinia Shire Council

23. Residents were unable to access information at central community hubs such as Emerald Library and Hills Hub as these buildings were without power. Will these buildings receive contingency plans in the future to keep them open, accessible and with power?

A generator was supplied to power the Relief Centre the day after opening (Thursday 15 February) and power was restored to the Emerald Library and Hills Hub at Emerald on Saturday. Council will always endeavour to restore power to infrastructure as quickly as possible once it is safe to do so.

Answer provided by: Cardinia Shire Council

24. Will relief centres stay open for residents that are still without power?

The Cockatoo relief centre will remain open as a shower and power site to assist residents who are still disconnected from power, with showers operational from Thursday 23 February.

Answer provided by: Cardinia Shire Council

25. Relief Centre locations could have been better communicated for those residents who were unable to access the internet.

Thank you for this feedback, we will include this into Council’s Relief Centre Activation procedures for future severe weather incidents.

Answer provided by: Cardinia Shire Council

26. Is Council reviewing the relief centre set-up process?

Council is regularly reviewing and updating the Relief Centre Activation procedures. The relief centres were online the next morning at 10:30am (Wednesday 14 February).

Answer provided by: Cardinia Shire Council

27. How is help and assistance being distributed across all townships in the affected area?

The Relief Centres in Cockatoo and Emerald were set up as a priority due to their accessible locations after the storm event. Once roads were accessible, residents from neighbouring townships were encouraged to access support offered at the Cockatoo centre. The Cockatoo centre remains open for all storm-affected residents to access charging and shower facilities.

Council will be visiting Gembrook, Upper Beaconsfield, Avonsleigh and Emerald in the week beginning 26 February to provide information and assist residents with referrals to support services. Read more.

Answer provided by: Cardinia Shire Council

28. Will affected residents receive additional help with storm-related green waste?

Council will continue to advocate for additional state support for residents that cannot undertake clearing of green waste independently and will update the community of any new developments in this area.

The current available supports for green waste removal include:

Green waste removal form nature strips can be booked via calling Cardinia Shire Customer Service on 1300 787 624 or online at https://cardiniashire.cleanaway.com.au/

There is the options for collection of 2 cubic meters or you can make a double booking allowing for 4 cubic meters of green waste in one collection.

This will not take away from your other 2 bookable waste collections in this year.  Meaning you can book in another 2 at a later stage equating to 8 cubic meters of material removed by council in response to this storm event.

Residents can also continue to drop-off green waste and storm related general waste such as building debris at Cleanaway Lysterfield, Future Recycling Pakenham or any other landfill site convenient to them.

There will be no charge for this type of material if delivered before 30 April 2024.

Answer provided by: Cardinia Shire Council

29. How do residents report fallen trees to Council that are affecting local roads?

Council has begun clearing trees on Council-owned land, with crews working hard to clear the backlog of requests from this severe weather event. If you would like to log a request, please call Council’s Customer Support service on 1300 787 624, or send us an email at mail@cardinia.vic.gov.au

Answer provided by: Cardinia Shire Council

30. Are residents being reminded to be prepared in case of future severe weather incidents?

Answer to be provided by Emergency Recovery Victoria.

31. How many homes were affected from the February 2024 storm?

Impact assessments have indicated 44 homes were deemed uninhabitable due to the storms, with 8 of these in Cardinia Shire. 

Answer provided by: Emergency Recovery Australia. 

32. Are emergency relief payments available for businesses that have not suffered damages but have been financially affected by the severe weather?

Business Victoria’s Prepare for and manage floods and storms page helps you access services and resources to help your business to prepare for, manage, prevent and recover from the negative effects of floods and storms.

Support for business owners impacted by the storm is also available from Partners in Wellbeing. Partners in Wellbeing is a free and confidential helpline available 7 days a week. Speak to trained financial counsellors, business advisers and wellbeing coaches for confidential one-on-one support. Call 1300 375 330 from 9am to 10pm weekdays and 9am to 5pm on weekends. Visit the Partners in Wellbeing website for more information.

Answer provided by: Emergency Recovery Australia.

33. How will the loss of mobile phone services be addressed?

Answer to be provided by Emergency Recovery Victoria.

34. Is there a standard set of guidelines that schools/education centres can follow during a severe weather event, or when they have lost power?

Answer to be provided by Emergency Recovery Victoria.

35. What measures are being put in place to inform residents that have no access to the internet or media services (such as the VIC Emergency App, radio or TV) when affected by a severe weather event?

Emergency preparedness is a shared responsibility between emergency services and individuals. The Victorian Government provides information to help people prepare for emergencies, including:

• The Being prepared page of the VicEmergency website
• The SES Create an emergency plan.
• The Victorian Government How well do you know fire? campaign promotes encourages Victorians to create their own fire plan and understand their risks.

Cardinia Shire Council also provides local information on preparing for emergency.

A key part of any emergency preparedness plan is ensuring you have thought about what to do in case there is a power or telecommunications outage, including having an emergency kit ready. Part of your emergency kit should include a battery powered radio to keep up to date with emergency information through emergency broadcasters including ABC local radio.

You can also stay connected to emergency information by tapping into your local networks and listening to local emergency services on the ground. During a major emergency event, including bushfires, floods, or storms, you may also see local emergency services personnel on the ground who are there to support community safety.

Before and during an emergency event, we provide emergency warnings and information in a range of ways to ensure the community has the information they need to stay safe.

Answer provided by: Emergency Recovery Australia.

36. Why weren't residents warned about nearing severe weather ahead of the storm?

To alert communities of the threat of severe weather, the Bureau of Meteorology issues severe weather and thunderstorm warnings. As it is difficult to forecast the precise location and movement of severe storms before they have started to develop, detailed warnings are generally provided once they have been observed or detected.

When certain weather conditions are met, the Victoria State Emergency Service will also issue a warning on VicEmergency to provide the latest information and safety advice to communities. These warnings are similar to those that are issued for fires.

On 13 February, multiple Watch and Act messages were issued on VicEmergency for the severe weather event, advising communities to prepare to take shelter. This included a Watch and Act for northern and eastern Melbourne including Emerald and Cockatoo.

In addition to the VicEmergency app and website, we encourage communities to stay informed via multiple sources including local emergency broadcasters. Pack a battery powered radio in your emergency kit to keep up to date with emergency information through emergency broadcasters including ABC local radio.

Answer provided by: Emergency Recovery Australia.

37. When will storm related drainage issues be fixed for residents living on Nobelius Street, Emerald?

Answer to be provided by Yarra Valley Water