Start a conversation that supports people who use medical equipment at home
Are you supporting someone who relies on medical equipment at home?
If so, you can start a conversation with them that could help save a life.
It’s never been more important for people relying on medical equipment at home to prepare for power outages. The first step is a calm, supportive conversation to help them feel more confident about what to do.
You don’t need to resolve everything in one conversation. You need to establish these two things with them.
1. Are they registered with their energy retailer as a Life Support customer?
They can register by calling the phone number on their energy bill.
2. Do they have a Power Outage Plan?
Our Life Support Power Outage Plan page has everything they need to get started.
We’ve prepared this guide to help you take that first step.
You can start this important conversation with the resources below.
Ready to use the ‘Conversation starter guide’?
Use the guide online
This guide is for anyone supporting someone who relies on medical equipment at home. These conversations can feel challenging – this guide is designed to help you take that first step.
Download the guide
Download a printable PDF to use offline, share with someone or keep for future conversations.
Video resources
Before you start
- Keep things simple, focus on starting the conversation. You don’t need to solve everything immediately.
- Use friendly, empowering language: ‘Let’s chat about how you can stay safe if the power ever goes out.’
- Don’t assume others have had this conversation with them.
- Be upfront about the risks of power outages using calm, supportive language, explain that equipment relies on electricity and planning ahead is important.
- Avoid language that is frightening, overwhelming or overly clinical.
- Be careful not to overload with too much new information at once.
- Emphasise that a regularly reviewed Power Outage Plan is essential for safety and peace of mind.
Conversation starter guide
Conversation starters
- Would it be okay if we talked about what to do if the power goes out?
- Have you ever made a plan for a power outage?
Important questions to ask
- Is your electricity retailer aware you use life support equipment?
If no, you can contact them using the number on your bill. They’ll guide you through registering as a life support customer. - Have you started or created a power outage plan?
- No
It’s simple to complete, go to the My Power Outage Checklist to download a checklist and plan.
- Yes
That’s great to hear, when did you last review it?
Visit the Power Outage Plan page to see if there’s anything else you might need to add to your power outage plan.
- Who can help you complete the checklist and plan?
- Does your equipment have a battery backup? It’s important to know how long your battery will last. This will form part of your plan. Even if your equipment has a backup battery, it’s important to have a plan in place, as the power may stay out beyond the battery life.
- Are you aware that you need to prepare for both planned and unplanned outages?
- Planned: your distributor is planning works in the area and needs to turn the power off for a limited duration – they will provide at least 4 days’ notice.
- Unplanned: when something unexpected cuts the power, such as a weather event.
- Would you like help getting started with a power outage plan?
Before you finish
- Ask if anything feels unclear or if there is anything further they want to discuss.
- Ask how they are feeling about the conversation, acknowledging that it can be overwhelming.
- Encourage them to involve family, carers or others they trust.
- Suggest reviewing and updating the plan annually or when health needs or equipment changes.
Concessions
- Have you considered exploring whether you’re eligible for any concessions to help with your electricity or water costs?
Visit energy.gov.au to find out more.
Other assistance available
Once registered as a Life Support Customer, you can access:
- Priority phone support during outages
- Text alerts before planned outages
- Text alerts prior to severe weather to help you prepare for possible outages
Helpful resources
Visit lifesupport.poweroutageplan.com.au to access the Power Outage Checklist and Plan you can take away and complete over time.
Want to hear more stories from people who have developed their own Power Outage Plans? Visit lifesupport.poweroutageplan.com.au/#stories
