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Overview

SA Power Networks occasionally needs to reschedule planned power outages due to operational, safety, or external factors. This article provides guidance on how to manage and communicate outage rescheduling in a consistent, compliant, and customer-focused manner.

Rescheduling must always prioritise network safety, regulatory compliance, and customer impact minimisation, particularly for Life Support Customers (LSC) and other vulnerable groups.

Common Reasons for Rescheduling

Planned outages may be rescheduled due to:


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  • Adverse weather conditions (e.g. high winds, extreme heat)
  • Emergency or unplanned outages taking priority
  • Crew or resource availability constraints
  • Access issues (e.g. property access restrictions)
  • Changes in network conditions or risk assessments

 

 

Process for Rescheduling an Outage

When an outage must be rescheduled, the following steps should be followed:

1. Confirm the Need to Reschedule

The responsible network or operations team must:

  • Validate the reason for rescheduling
  • Confirm the new proposed outage window
  • Ensure all dependencies (crew, permits, switching plans) are aligned

2. Update the Outage Record

Within the CRM / outage management system:

  • Update the planned start and end date/time
  • Record the reason for rescheduling
  • Ensure all affected NMIs remain correctly associated
  • Confirm notification status is updated (e.g. “Rescheduled”)

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3. Assess Customer Impact

  • Identify all affected customers, including:
    • Life Support Customers (LSC)
    • Major customers / critical sites

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  • Determine if notification timelines must be reset
  • Confirm compliance with minimum notice requirements

4. Trigger Customer Notifications

All affected customers must be notified of the change using approved communication channels:

  • SMS / Email (primary channels)
  • Letter or card delivery (where required)
  • Outbound calls (for LSC or high-risk customers)

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Communications should:

  • Clearly state the original outage time
  • Provide the new scheduled time
  • Include reason for rescheduling (where appropriate)
  • Offer support contact details

5. Approval and Quality Check

Before communications are sent:

  • A review (e.g. leader’s check) should be completed
  • Ensure messaging is accurate and consistent with SAPN templates
  • Confirm all required customer segments are included

6. Monitor and Follow-Up

After notifications are sent:

  • Monitor delivery success (SMS/email status)
  • Track customer enquiries or complaints
  • Be prepared to issue follow-up communications if further changes occur

Special Considerations

Life Support Customers (LSC)

  • Must receive priority notification
  • May require direct contact (phone call)
  • Ensure channel preferences (SMS/Email) are respected
  • Escalate any risks to appropriate teams immediately

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Multiple Reschedules

Where an outage is rescheduled more than once:

  • Ensure communications are clear and not confusing
  • Consider consolidated messaging where appropriate
  • Monitor for customer fatigue or complaints

Compliance and Audit

All rescheduling actions must be:

  • Auditable (changes recorded in system history)
  • Aligned to regulatory obligations
  • Supported by evidence of notification (e.g. message logs, delivery confirmations)

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Key Principles

  • Safety first – never proceed with unsafe conditions
  • Transparency – clearly communicate changes to customers
  • Consistency – use approved templates and processes
  • Customer focus – minimise disruption and confusion

 

         

          Keywords: EWOSA, Outage, Outages