Submit a claim
We’re committed to providing a safe and reliable electricity supply. This includes maintaining voltage within the safe levels set out in the Electrical Distribution Code of Practice.
But extreme weather, traffic incidents and other unexpected events may lead to voltage spikes that can damage appliances. These include:
- power surges – rapid increases in voltage above set levels
- brown outs – drops in voltage below set levels.
If you experience damage due to power surges or brown outs, you can claim for compensation.
This page guides you through the process of making a claim.
Claim assessment process
- Submit your claim
- We'll investigate whether there was an unauthorised voltage variation
- We’ll assess your paperwork
- We’ll make a determination
- We’ll notify you of the outcome
- You can accept the offer or provide more information to have your claim reevaluated
Case studies
Power was cut but there was no voltage variation
David noticed that the power went out in his street.
After the power came back on, he noticed that his television didn’t turn back on.
David raised a claim to replace his television. His claim was assessed and there was no record of a power surge or brown out at the time the power went out.
A power outage is like switching off the power at the powerpoint. Power outages don’t affect appliances if the power is cut off with no power surges or brown outs.
David was not eligible for compensation.
There is no ‘new for old’ replacement
Mary is a homeowner. Her home experienced a power surge and her fridge was damaged. She paid $900 for her fridge four years ago.
Mary engaged a licensed electrical inspector who visited her home and restored power. The licensed electrical inspector provided Mary with a damage report.
Mary raised a claim with her electricity distributor providing the damage report and a receipt, which showed the date and amount she paid.
The electricity distributor confirmed that the power surge took place on the date and time. Her fridge was assessed on a ‘new for old’ basis. This means that the age of the fridge was taken into consideration. The electricity distributor used the depreciation method to calculate it. As her fridge was four years old and had an expected 12-year lifespan, she was eligible for $600 of compensation.
Mary can’t claim the full cost to replace her fridge.
Mary was provided with the claim offer and accepted the amount. She put the claimed amount toward the purchase of her new fridge.
Requesting evidence for an insurance claim
Sally is a business owner. A heavy storm hit her town and power was cut off due to a tree falling on a powerline.
Sally kept her fridges closed for as long as possible but the length of the outage caused some food spoilage.
Sally is not eligible to claim for food losses caused by power outages, but she realised that she was covered by her insurance policy.
Sally raised a request for an insurance letter with her electricity distributor and the request was assessed. The length of time and date was confirmed and a letter was provided to her.
Sally was able to make her insurance claim with the evidence of the outage.
Frequently asked questions
- Compensation available
- How compensation is calculated
- Request an insurance letter
- Additional information for business customers
- Compensation for an extended unplanned power outage
- Claims for damages other than appliance damage
Starting a claim: what's needed
- 1. Your details
- 2. Claim item details
Ready to start your claim?
Claims are made via myEnergy. Login or register and select 'customer resolution centre' to get started.
Tracking your claim
- Once your claim has been received, we will review our systems and consult with other business areas as part of our investigation.
- It takes an average of 15 business days to investigate a claim. Complex claims may take longer.
- We’ll email you with an offer if your claim is eligible.
- We understand that sometimes the outcome may not meet your expectations. If you believe we should consider other factors that weren’t previously provided, you can request a review.