Voltage variations and claims
If you suffer loss, you may be entitled to claim compensation from us
The quality and frequency of your power and the continuity of supply can be affected by a number of factors, many of which are outside Jemena’s control. Interruptions and fluctuations may cause damage to your electrical equipment and in some serious but uncommon cases, cause fires.
Accordingly, Jemena believe it prudent for households and businesses to take steps such as installing surge protection equipment to protect your premises and assets, or to arrange for a back up supply if continuity is essential.
Business customers are obligated under the Electricity Industry Guideline No 11 – Voltage Variation Compensation to take reasonable precautions to mitigate the risk of loss or damage to their business which may result from voltage variations; The explanatory paper Interpretation of 'reasonable precautions' and 'consequential loss' (November 2004), outlines these obligations in a little more detail. Residential customers also have a duty to ensure sufficient protection of their assets and mitigation strategies are in place.
If you would like further information on the above, a registered electrical contractor or manufacturer should be able to provide advice as to which protection devices are suitable for your needs.f your appliances or equipment do suffer damage as a result of a voltage variation, you have the option to submit a claim through Jemena or your insurance company.
Should your insurance company require written confirmation of the details of the incident leading to the claim from Jemena Electricity Networks (Vic) Ltd, please send your request in writing, including your address, date and (approximate) time of the incident to our customer relations department, you will receive an outage letter within 5 business days.
Jemena's Customer Claim Form is available from our website or can be requested from our customer relations department. Claims submitted to Jemena will be assessed with regard to:
- the Electricity Industry Guideline No 11 – Voltage Variation Compensation;
- whether the cause was outside of Jemena's reasonable control; and
- any other relevant legislation
It is important to note that Jemena will compensate applicable claims on the basis of reasonable repair costs or market value for replacement and does not offer new for old. When completing the Customer Claim Form, please ensure that all sections are fully completed and all supporting documentation is attached.
Upon receipt of your Customer Claim Form, an acknowledgement letter will be sent to you providing contact details of the Claims Coordinator assigned to assessing your claim, the Claims Coordinator will then undertake all necessary investigations, aiming for a resolution to your claim within four weeks. For incidents where Jemena are not deemed liable to provide compensation, advice will be communicated to you in writing at the earliest opportunity.
Contact our customer relations department
- Locked Bag 7000 Mount Waverley VIC 3149
- Facsimile 1800 042 966
- Email customer relations