Make a claim

As part of our commitment to provide you with safe and reliable power our Customer Charter sets out a number of Guaranteed Service Levels, including targets for the amount of time customers can be without power due to both planned works and unplanned events or interruptions (for example due to a lightning strike, wildlife interference or an accident). 

If we’re unable to meet these Guaranteed Service Level targets you may be eligible for compensation, which will appear as a credit payment in your electricity bill from your retailer.

Claims for power failures or fluctuations

A large voltage variation — commonly referred to as a ‘power surge’ — can cause damage to appliances in your home or business. Power surges can be caused by lightning, vehicles hitting power poles, or other objects, such as tree branches touching electrical wires. If this happens you may, in certain circumstances, be eligible for compensation from us.

If you’re a business customer, you need to take reasonable precautions to protect yourself from any potential loss or damage caused by voltage variations. Some of those precautions could include backing up your computer data daily; ensuring your system has under-voltage and overload protection installed and having emergency management procedures in place.

To make a voltage variation claim, you can:

  • use our customer claims form
  • contact us and we’ll put you in touch with a claims coordinator who will aim to resolve your claim within four weeks.

For more information about the customer claims process read the Unplanned Power Outages Compensation Fact-sheet or refer to the ESCs Voltage Variation Compensation Guideline.

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