TasNetworks not equipped to handle 2024 storm event and outages, review finds
It pummelled the state with heavy rain, flooding and damaging winds that caused extensive damage to the electricity distribution network.
All in all, 47,000 customers were left without power in the middle of winter, some for a week or more.
Tasmanians voiced frustration in the aftermath at not only the length of time it took for power to be restored but at a persevered lack of communication and updates from the network.
An independent, government-commissioned review into TasNetworks' response to the event and those concerns has now been released.
While noting the high number of outages and impacted customers would also challenge other Australian energy utilities, it found TasNetworks did not have the internal resource capacity to manage the event.
"Customers without power were understanding of the magnitude of the event but were frustrated by the inability of TasNetworks to provide timely and accurate information — particularly to address the key question of 'When is power expected to be restored?'" the report said.
"Customer access to online communications channels was limited by the absence of power, compounding communication challenges.
"Customers without power were relieved to see a TasNetworks crew arrive, with the expectation that power would be restored imminently, not understanding the crew was either working to simply make the network safe, or scoping the nature of repairs that were required.
"Naturally, this led to confusion and frustration."
The review also found there were classes of "vulnerable people (and businesses) in many communities that are not as well understood or well-served".
The review also noted many Tasmanians were not able to shower or charge phones during the outage.
After weeks of repair work by crews, TasNetworks directed all crews take two days of leave on September 12 and 13.
"By this stage, less than 1,000 customers remained without power," the report said.
TasNetworks also brought in contractors and interstate crews to help manage the outages, but said the induction process for these crews did impact deployment.
But "it would not be reasonable to expect that TasNetworks be permanently resourced to respond to an exceptional storm event such as the prolonged 2024 event."
The report recommended a number of changes to how TasNetworks communicates with its customers and recommended a more proactive, transparent, and consistent approach across all communication channels.
"This would include messaging that informs customers of TasNetworks' awareness of the incident, educates them of the challenges associated with restoration times, and honestly indicates if the event may be protracted beyond 72 hours," the report said.
"Customer feedback was that the SMS notification process should be 'opt-out', rather than opt-in (because many customers didn't receive information through this means)."
The review recommends a temporary living support grant for disconnections longer than seven days should be looked into and that all local government areas consider what arrangements they have in place for back-up power supplies.
"A representative from TasNetworks should join the public emergency briefings, sharing outage and restoration information in future major events," the report said.
"This direct communication could reassure the public, alleviate concerns, and reduce the burden on call centres by providing clear and consistent updates."
TasNetworks has also been recommended to investigate the provision of community response vehicles to affected communities to provide charging and internet facilities.
TasNetworks chief executive Sean Mc Goldrick said the company had already introduced changes to improve the accuracy and timeliness of its communication.
"TasNetworks routinely reviews major events, as we've done via our Post Incident Report. We never stop looking for improvements and listening to customers," he said.
"Learnings and improvements from the 2024 storms have already boosted our response to late-summer bushfires on the west coast and lightning storm outages in March.
"TasNetworks thanks Tasmanians for their overwhelming support and understanding in difficult and frustrating times."
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