We're trialling a new way to better inform you about unplanned outages
When an unexpected power outage happens, we know customers want clear and reliable information about when power is likely to be restored.
SA Power Networks is conducting a trial of a new way of communicating with customers when there is an unplanned outage, which is designed to give a more accurate Estimated Restoration Time (ERT).
The trial responds directly to customer feedback that some restoration estimates can be inaccurate. Currently, estimated restoration times are generally based on historical information about similar types of outages. Under the new approach, the estimated restoration time will be provided once our crews arrive on site and assess the outage.
This means some customers may wait a little longer to receive an estimated restoration time, but the information should be more accurate once it becomes available.
When an outage occurs, customers who have subscribed to outage notifications will receive a message advising that an outage has occurred and that more information will be provided when it is available. This will be followed by a message stating the ERT when the SA Power Networks crew arrives on scene.
The same information will be reflected on the Outages Map.
In the event SA Power Networks is coordinating responses to a number of outages at the same time, such as during a severe weather event, this ERT system will not operate. That is consistent with the current system which does not allocate ERTs in these circumstances.
SA Power Networks is running the trial only in locations where historically the automated ERT has been the most inaccurate.
It will not apply in areas where significant planned works are underway, such as locations included in the insulator pollution remediation program.
The trial is scheduled to run for three months, until 8 October 2026. We’ll monitor customer feedback throughout the trial. If the new approach is not improving the customer experience, regular notifications will be reinstated.
Trial dates
- Trial starts: 8 July 2026
- Trial ends: 8 October 2026