Life Support

Highflow Energy

Life Support

At HighFlow Energy, we recognise that some customers rely on essential medical equipment at home, such as oxygen concentrators, dialysis machines or ventilators. If someone at your property depends on life support equipment, it is important that you register with us as soon as possible.

Once registered, we will work with your local electricity distributor to ensure you receive advance written notice of any planned power interruptions. This provides time to make alternative arrangements where required.

Please note that while we will notify you of planned outages, unexpected outages can still occur. In a life-threatening emergency, call 000 immediately.

Registering for Life Support

To register:

Medical confirmation must be current, signed and clearly state the type of life support equipment in use. Renewal requirements may apply depending on your state or territory.

If you change address, retailer or equipment type, you must submit updated documentation to maintain your registration and any applicable rebates.

Planned and Unplanned Outages

Planned outages

From time to time, electricity supply may need to be interrupted for maintenance or network upgrades. If you are registered as a life support customer, you will receive advance written notice of any planned interruption.

Unplanned outages

Power interruptions can also occur without warning due to events such as storms, accidents or equipment faults. In these cases, restoration times may vary.

If your power goes out unexpectedly, contact your electricity distributor using the emergency number shown on your bill.

Preparing for a Power Outage

We strongly recommend having a plan in place to manage both planned and unplanned outages. Consider the following:

  • Keep a reliable back-up power source available, such as a battery system or generator suitable for your equipment.
  • Understand how your equipment operates and what to do if it stops working.
  • Check the power point, try an alternative circuit and confirm whether neighbours are also affected.
  • Keep a charged mobile phone available at all times.
  • Subscribe to outage alerts from your electricity distributor, where available.
  • Keep a torch with working batteries readily accessible.
  • Make prior arrangements with family, friends, your GP or a nearby hospital in case you need support during an outage.

If an outage creates a life-threatening situation, call 000 and request an ambulance immediately.

Life Support Concessions and Rebates

You may be eligible for concessions or rebates depending on your state or territory and the type of equipment used. Eligibility requirements and payment arrangements vary across jurisdictions.

For example:

  • South Australia: No life support concession currently applies.
  • Queensland: Concessions are administered and paid directly by the Queensland Government. Please refer to the relevant Queensland Government website for details.
  • Other states and territories may provide concessions for specific equipment types and may require a valid concession card.

In some states, rebates differ depending on whether equipment operates continuously (24-hour use) or part-time. It is important that your medical practitioner accurately records the equipment type and usage on the confirmation form.

Where applicable, concession eligibility may cease if you no longer hold a valid concession card.

Important Information

  • Medical confirmation previously provided to another retailer or distributor may be reused, provided it meets current requirements and is within the permitted validity period.
  • Renewal periods vary by state and may require updated documentation every two to four years.
  • If you have recently transferred from another retailer, you may request a copy of your previously submitted medical confirmation from your former provider.
  • If your circumstances change, including address, retailer or equipment type, you must notify us and provide updated documentation to ensure continued registration and rebate eligibility.

For further information or assistance, please contact our Customer Service team.