Life Support Customers Policy

1. What is Life Support Equipment?

Life support equipment is medical equipment that a person residing at a premises requires to sustain life or to avoid serious personal harm or illness. Examples include:

• Oxygen concentrators
• Ventilators and respirators
• Kidney dialysis machines
• Infusion pumps
• Heart monitors and pacemakers requiring external power
• Suction pumps

Important: If you or someone at your premises relies on life support equipment, you must register as a life support customer to receive additional protections.

2. Registration Process

To register as a life support customer:

1. Contact Enebill: Call [Insert life support hotline] or email lifesupport@enebill.com.au
2. Provide details: Account number, type of equipment, person's name
3. Submit medical confirmation: Within 5 business days (see below)
4. Receive confirmation: We will confirm your registration and protections

Registration is free and can be completed by the customer, a medical practitioner, or an authorized representative.

3. Medical Confirmation

To complete registration, we require confirmation from a registered medical practitioner that:

• Life support equipment is required at the premises
• The equipment requires electricity to operate
• Loss of electricity supply would pose a serious threat to health or life

Form: We will provide a medical confirmation form that your doctor can complete. The form can be submitted via email, fax, or mail.

Interim registration: We will register you immediately upon request and give you 5 business days to provide medical confirmation. If not received within this time, we will contact you before removing protections.

4. Your Protections

As a registered life support customer, you are entitled to the following protections:

• No disconnection: We will never disconnect your electricity supply due to non-payment without first ensuring alternative arrangements are in place
• Advanced notice of planned outages: At least 4 business days' notice before any planned maintenance affecting your supply
• Priority reconnection: Priority restoration of supply in case of unplanned outages
• Emergency contact access: 24/7 emergency hotline for life support issues
• Information sharing: Your details will be shared with the network operator to ensure they are aware of your requirements

5. Planned Outages

If we or the network operator need to perform planned maintenance that will affect your electricity supply:

• We will provide at least 4 business days' written notice
• The notice will include the date, time, and expected duration of the outage
• We will work with you to minimize impact and discuss backup arrangements
• In urgent situations, we may provide less notice but will contact you directly

Backup plans: We recommend having a backup power plan (battery backup, generator) and discussing emergency procedures with your medical team.

6. Emergency Contact

For life support emergencies or urgent supply issues:

• Life Support Hotline: [Insert 24/7 emergency number]
• Email: lifesupport@enebill.com.au

In case of supply failure: If your electricity supply is interrupted and you cannot reach us, contact:

• Your network operator's emergency line
• Emergency services (000) if there is immediate danger to life