Making a claim

While we endeavour to supply a reliable and safe supply, the supply of electricity can be interrupted due to a range of causes. Animals, weather and impact to the power lines or power poles can interrupt electricity supply.

Voltage variations

Damage can occur to your appliances due to voltage variations. Claims made for this damage will be assessed as per Electricity Distribution Code of Practice, Schedule 4, Voltage Variation Compensation.

As your electrical distributor, we are obligated to provide a quality supply of electricity as per the Distribution Code.

Quality supply means providing voltage within the levels set by the Essential Services Commission.

Voltage variations can occur during:

• A power surge – rapid increase in voltage above the set levels
• A brown out – reduced voltage below the set levels.

Power outages

Power outages are characterised when the supply goes off and on, however remains within the acceptable voltage parameters.

Damage to your property due to power outages are typically not covered by the Electricity Distribution Code of Practice, Schedule 4.

For information on the Claims Process, download the Claims Compensation Fact Sheet.

Occasionally, accidental damage may occur involving our employees or equipment.

These damages will be investigated by our claims team and where it’s appropriate, compensation will be offered.

As part of providing a reliable electricity supply, we work hard to maintain and upgrade the network to better serve our customers.

We acknowledge there are times when power outages or voltage variations can affect a customer’s experience.

For these times, there are reasonable precautions that businesses can take to protect their equipment, and to improve their ability to manage in the event of an outage.

Common precautions include:

• Surge Protectors
• Uninterruptible Power Supplies (UPS)
• Back up generators

We recommend you do a risk assessment and speak to a Registered Electrical Contractor (REC) about these precautions. Or in the case of Uninterruptable Power Supplies (UPS), contact a specialist IT service provider.

For a full list of recommended business precautions, visit our Power Quality page.

In the case when damages are not covered under the Schedule or compensation was denied, you may seek to claim through your insurance company or insurance policy.

We can provide you with an insurance letter to assist with your claim.

Choose ‘request an insurance letter’ in My Energy and we will email you the letter within 5 business days.