Overhead Service Line Down or Damaged? Here's Who You're Actually Allowed to Call

Who do you call when your overhead service line is down or damaged? The network first — Endeavour Energy on 131 003 or Ausgrid on 13 13 88, 24 hours — while everyone stays at least 8 metres away. The network makes the site safe, but they generally won't repair and reconnect you: that second step is Level 2 ASP work. This guide walks through the whole sequence in plain English.

⚡ Quick Answers: Service Line Down or Damaged

• How far do I stay back? At least 8 metres — about two car lengths. Treat every fallen wire as live, even if it looks dead.
• Who do I call first? Your network's emergency line: Endeavour Energy 131 003 (Western Sydney, Blue Mountains, Macarthur) or Ausgrid 13 13 88 (inner, northern and eastern suburbs). Fire or injury? 000 first.
• Who repairs it? A Level 2 ASP — a regular electrician isn't authorised to reconnect you to the network.
• Who pays? Usually you, though the network may fund the line replacement itself if the old cable was deteriorated or non-insulated.
• How fast can power come back? Often the same day the network makes the site safe, if a Level 2 crew is available.

1. Keep everyone 8 metres back

A live wire on the ground energises the ground around it — people are killed walking towards fallen wires, not just touching them. Keep kids and pets inside, warn neighbours and passers-by, and never try to move a wire with a stick or rope. If a wire has come down on a car with someone inside, tell them to stay in the car until the network arrives.

More on safe distances in our guide to working near Ausgrid powerlines.

2. Call your network's emergency line

Endeavour Energy: 131 003. Ausgrid: 13 13 88. Both run 24 hours. Not sure which network you're on? Check your network area in seconds with our postcode checker, or look for the distributor's name on your electricity bill. If you call the wrong one, they'll redirect you.

3. The network makes it safe — but that's usually where they stop

The crew's job is to eliminate the danger, typically by disconnecting your service at the pole. Unless the fault is on their own equipment, they generally won't repair your service line or reconnect you. You're left safe but without power — and organising the repair is up to you. That's the gap our emergency make safe and storm damage services are built for.

4. A Level 2 ASP repairs, tests and reconnects

Replacing or repairing an overhead service main and reconnecting it to the network is restricted work in NSW: under the Service and Installation Rules of NSW, only a Level 2 Accredited Service Provider authorised in writing by the network may connect or disconnect at the connection point or service fuse. Before re-energising, the ASP must also test the work — polarity, insulation resistance and earthing — so the power that comes back on is safe power.

Here's how to verify an electrician's Level 2 accreditation before you book.

Who pays for what

The network owns the pole and everything behind it; the service line to your house and everything past the point of attachment is generally yours to fund and maintain. One useful exception: where the old service cable was in poor condition or an older non-insulated type, the network may fund the line replacement itself as part of its maintenance obligations. Work needed on your side — a new attachment point, raising the connection height, or consumer mains repairs — is at your cost. We'll tell you which side of that line your job falls on before any money changes hands.

How High Demand Electrical helps

We're a Level 2 ASP accredited for overhead work across both Ausgrid and Endeavour Energy networks. After the network makes your site safe, we handle the rest end to end: assess the damage, replace or re-tension the service line, repair the point of attachment (or a private power pole if that's what came down), test, and reconnect — usually same day.

Service Line Damage FAQs (Sydney)

Can my regular electrician reconnect my power?

No. Reconnection at the network connection point is restricted to Level 2 ASPs authorised by your distributor. See our Level 2 services.

Will the network replace my damaged service line for free?

Sometimes. If the existing cable was deteriorated or an older non-insulated type, the network may fund the replacement as maintenance. Upgrades needed on your side of the point of attachment are at your cost.

The wire looks dead — is it safe to move it off my driveway?

No. Fallen wires must be treated as live until the network confirms otherwise. Stay 8 metres back and keep others away.

How long will I be without power?

It depends on network response times and the damage on your side. Once the site is made safe, a Level 2 crew can often repair, test and reconnect the same day. See disconnect and reconnect services.

Get an Emergency Repair Quote · Call 0402 559 777

Note: every job needs a site assessment before we can confirm scope and pricing.