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Customer damage

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. Claims investigation and processing can take several weeks. We will confirm we have received your claim and you can contact us, via our call centre, for a progress update at any time.

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:

  • Incorrect action by us, or
  • inappropriate operation of our equipment

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:

  • Trees or overgrown vegetation clashing with powerlines
  • Interference by wildlife (e.g. birds, animals, termites)
  • Motor vehicles colliding with power poles
  • Bushfires
  • Vandalism
  • Lightning, storms, wind-borne debris
  • Events caused by pollution
  • Any third party interference to the electricity system

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.

Claim form




Meter details

Details about your account you are claiming for

Address of affected property

Contact details

Postal address

If different from property address

Claim payment

Condition of agreement

  • We are under no obligation to verify the following;
    • correctness of the bank account details
    • the authority of the undersigned on the bank account details and the authority of the undersigned as conclusive evidence of authority to execute this agreement on behalf of the vendor (name above).
  • We will not be responsible for any delays in payment or error due to factors outside our reasonable control including delays in the banking system.
  • We reserve the right at any time to terminate or suspend this direct credit payment method and to pay by cheque or any other manner which we may determine.

Applicant declaration