Life support

At Flo, our priority is the safety and well-being of our staff and customers. This page provides an overview of registering for life support, planned or unplanned power interruptions, and emergency contact numbers for life support customers.

In the event of a life-threatening situation caused by an unplanned power interruption, immediately call 000 to request an ambulance.

Types of Life Support Equipment

Life support equipment includes but is not limited to:

oxygen concentrators
an intermittent peritoneal dialysis machine
a kidney dialysis machine
a chronic positive airways pressure respirator
Crigler-Najjar syndrome phototherapy equipment
a ventilator for life support
concerning a particular customer – any other equipment (whether fuelled by electricity or gas) that a registered medical practitioner certifies is required for a person residing at the customer’s premises for life support
other equipment*

You might qualify for concessions or rebates, which vary based on state policies and the specific type of life support equipment you use.

* Other equipment may include but is not limited to external heart pumps, respirators (iron lung), suction pumps (respiratory or gastric), feeding pumps (kangaroo pump or total parenteral nutrition), insulin pumps, airbed vibrator, hot water, nebuliser, humidifiers or vaporisers, apnoea monitors, medically required heating and air conditioning, medically required refrigeration, or powered wheelchairs.

To register life support

We will send you a Life Support Info Pack. This pack will include key information regarding your Life Support Protection and is designed to ensure you are well-informed and prepared.
You will need to complete the Medical Confirmation Form and ensure your medical practitioner completes the relevant declaration.
We will temporarily flag your account as Life Support to give you time to have the form completed and returned to us.

Please return the Medical Confirmation Form by sending us an email at hello@floenergy.com.au or via post to PO Box 448, Flinders Lane, Melbourne, Victoria 8009.

Planned or unplanned power interruptions

Whenever there is a scheduled power interruption, either we or your local distributor will notify you in advance through written communication.

However, power outages can occur at anytime and be unexpected due to different circumstances, such as severe weather conditions, vehicle accidents or equipment failure.

To help you prepare a response plan for unplanned power interruptions, we have developed the following guidelines.

Stay informed

Always charge your mobile device to stay updated on the status of the power outage and any instructions from

local authorities.

Backup power

Consider investing in a generator or alternative power sources for essential appliances. Understand how to safely operate it.

Emergency Contact List

Keep a list of emergency contact numbers, including the local utility, nearby hospitals, and your

healthcare provider.

Regular Equipment Checks

Regularly test and maintain medical equipment and backup power systems to ensure they are functioning correctly.

Plan for Relocation

Identify a nearby location, like a family member’s home or healthcare facility which has power backup where you can go if an extended outage occurs.

Emergency Kit

Prepare an emergency kit that includes necessary medical supplies, prescriptions, and hygiene products alongside standard items like flashlights and a portable radio.

Keeping us informed

We request that you keep us informed about any changes related to your life support equipment.

This includes notifying us if:

you no longer require life support equipment;
you have moved to a new address; or
you decide to switch to a different energy retailer.

If you need to inform us of any changes you can do so by sending us an email at hello@floenergy.com.au or by contacting us on 1800 573 388.

If you require interpreting services, please call Translating and Interpreting Service (TIS National) at 131 450.

Your premises will remain registered with your local distributor until you inform us of any changes, move to different premises, or switch to another retailer. If you decide to switch to another retailer, we strongly encourage that you notify your new retailer of your life support needs.