If you have experienced damage or loss due to a power outage or surge, or as a result of our negligence, you may be eligible for compensation.
Every claim is investigated to determine the cause of the outage or surge; however we will only compensate customers for loss or damage caused by our negligence
Here are some answers to help you understand how claims for compensation are assessed.
The time to assess your claim is dependent on the complexity of the investigation required and the number of claims currently requiring investigation.
While claims are generally investigated and finalised within a few weeks, currently some claims are taking up to 16 weeks to complete.
We will confirm we have received your claim and if you have any queries you can contact us, via our customer service centre on 13 10 87.
We recommend you retain any receipts, repair reports, damaged items (excluding food) and photographs. Our claims team will advise you in writing if this information is required once the investigation is complete.
We will help customers meet the fair and reasonable cost of repairs to damaged equipment under the following circumstances:
Where appropriate, we will meet the replacement cost for replacing "like with like", not necessarily "new for old".
We do not reimburse GST when compensating business customers who are able to lodge GST input tax credits, since this is claimed from the Australian Tax Office.
We are unable to compensate customers for any loss or damage that occurs as a result of events or circumstances outside our control including, but not limited to:
If we decline your claim, we will provide you with a copy of our assessment letter advising of the cause for the power outage, which will assist you should you then pursue compensation through your insurance company.