Who pays for power surge damage

We recognise our responsibilities and will consider compensation for acts or omissions where we're obliged to do so. The below information will assist you through the process of making a claim.

What you can't claim on

We don't accept responsibility for damage or losses that occur as a result of events that are outside our control, including:

• The effect of wildlife or vegetation contacting powerlines or apparatus.
• Natural disasters, storms or lightning related damage and their effect.
• Power interruptions where the cause cannot be reliably determined.
• Acts by others, such as vehicles contacting power poles or vandalism.
• Planned power interruptions as part of our normal work.
• Instruction by a controlling authority to interrupt power.

How to lodge a claim for loss or damage

When you lodge a claim we ask that you provide some information, including the time, date and address of the event leading to your claim, as well as any information regarding the costs of the damaged property. Where possible, please submit any reports you may have from qualified repairers that confirm the nature of the damage to the item.

We don't accept responsibility for damage or losses due to natural disasters and storm related weather events.

It's important to remember, your home and contents insurance policy may cover electrical-related damage (which can include storm events) to your property or appliances. In this case, you should direct your claim to your insurance company in the first instance.

Your insurance company may require you to provide information from us confirming the nature and cause of the power outage. To obtain a confirmation letter submit a Network outage information request form.

Claim assessment

We'll advise you of our assessment of your claim within 20 working days after receiving your completed form and supporting documents. More complex claims may take longer to assess. We will keep you updated throughout the process.

Claims can be lodged in the following ways:

Information and queries regarding a claim can be posted by:

Post:Attention: Claims SectionEnergex LimitedGPO Box 1461

Brisbane QLD 4001

Fax:(07) 3025 8301

Mark: 'For the attention of the Claims section'

Email:

The provision of claim information does not constitute an admission of liability on the part of Energex.

We can help you with the reasonable cost of repairing or replacing damaged property if the loss or damage was caused by incorrect action by Western Power,  or inappropriate operation of Western Power equipment.

If your claim is approved, we will compensate you for the cost of repairing or replacing your property 'like for like' (which is not necessarily 'new for old'). If it is not cost effective to repair your damaged property, we will meet the replacement cost to purchase an equivalent item or the current depreciated value of the damaged item.

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.

What is not eligible for compensation?

As a general guide 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, winds or windborne debris
• events caused by pollution
• power interruptions for planned work
• emergency action by police, fire or emergency services
• any third party interference to the electricity system.

We generally do not accept claims for incidents over 1 year old and we do not investigate claims where the sum claimed is less than $10.

How to submit a claim

Complete the online form and provide the required documentation to support your claim. This may include any receipts/invoices, quotations, repair reports and photographs of any damaged items. We reserve the right to view original documents.

Damaged items should not be disposed of until after the claim has been resolved (excluding food goods).

In some cases, you may need to provide our assessors with reasonable access to investigate your claim.

Without supporting documentation/evidence, Western Power will be unable to process your claim.

Note:

• Customers who receive bills from a strata management company or other similar shared groups, and not from an energy provider, will need to select submeter at the top of the application, and attach a photo or scanned copy of the account you receive from the Strata Manager for your power usage.
• Please provide your meter or submeter number even if your claim is not power-related.
• If your claim relates to unusual circumstances and you are not able to provide your meter details, please email [email protected] for advice.
• Please make sure you have your bank account details to hand before making a claim.

How long will it take to assess my claim?

The assessment of 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, some claims may take longer.

We will confirm we have received your claim and if you have any queries you can contact us, via our customer experience centre on 13 10 87.

What can I do if my claim is declined?

If we decline your claim, we will send you an email advising of the reason for the problem (such as the cause for the power outage), which will assist you should you then pursue compensation through your insurance company.

If you were affected by a power outage lasting 12 hours or more, you may be eligible for an $120 extended outage service standard payment.

If you are not satisfied with our response, you may request a secondary review by emailing [email protected] quoting your claim reference number. You should also provide any further or additional information you may have in support of your review request.

Approximate time required to submit claim: 7 minutes.

Frequently asked question

There are some simple precautions you can take to protect your appliances from unexpected power surges on the electricity network.

Consider buying a surge diverter for equipment – these can cost as little as $10.

Some equipment and appliances will have surge protection measures built in as part of their design. You can also use surge protectors or power boards with surge protection.

In the event your appliance is damaged you may be able to claim any loss through your home and contents insurer. The Insurance Council of Australia urges all households to check their policies to ensure coverage for damage caused by power surges.

We will also investigate payment to customers who experience power outages on a case by case basis. You can find our advice on compensation here.

If you have experienced loss or damage, you may be eligible to make a claim.

Essential Energy’s liability is limited under both our Deemed Standard Connection Contract and legislation.

Before submitting your claim, please ensure you have read the Frequently Asked Questions below.

A completed copy of the investigation form needs to be returned to initiate a claim.

Q) I’ve had a power outage and an appliance has failed, can I claim from Essential Energy?
	The supply of electricity to your premises is in accordance with Essential Energy’s Deemed Standard Connection Contract (Contract), which applies under legislation including the National Energy Retail Law.   Our electricity network is designed to deliver electricity to customers safely and efficiently. While we regularly inspect and maintain the electricity network to ensure you enjoy reliable electricity supply, there will be occasions when the quality and reliability of the electricity supply is subject to a variety of factors that are beyond our control and cause the supply to be interrupted both on a planned basis (where we can provide notice) and unplanned or emergency when no notice is possible.   Other than loss or damage resulting from an outage or fault in your electricity supply that is caused by our negligence, we are unable to compensate for any damage. This covers power interruption attributed to events beyond our control, such as adverse weather conditions, vandalism, motor vehicle collisions with power poles and other such events.   You can read all the terms, conditions and limits that do apply in the Contract, available here. We assess all claims in accordance with this Contract, which may mean that your claim is denied or adjusted.
Q) Can I claim for loss of business from Essential Energy because my power has been out?
	While we do try to minimise interruptions and limit our impact on homes and businesses, under both legislation and the Deemed Standard Connection Contract we are not able to guarantee a continuous supply of electricity.   On this basis Essential Energy does not accept liability for claims associated with consequential business loss and will not compensate customers for losses of this kind.   If your business requires a continuous supply of electricity to generate income or is involved in manufacturing a product for resale with equipment that is likely to be impacted by an interruption to the electricity supply, we recommend taking proactive measures to minimise any loss you might suffer in the event of a power outage.   These steps might include investing in a back-up generator or uninterruptible power supply and speaking with your insurer to arrange the appropriate level of insurance coverage to protect your business interests should there be an interruption to your electricity supply.
Q) I think Essential Energy has damaged my property, can I make a claim?
	To consider your claim we will need to investigate what happened, if the results of our investigations show that Essential Energy’s actions may have been responsible for your loss or damage, Essential Energy will consider your claim.    Following the investigation, our Customer Resolutions team may contact you to seek proof of your loss or damage. We will then finalise our claim assessment and advise you of the outcome within 30 days.
Q) Can I claim damage in Natural Disaster Areas?
	If your Local Government Area has been declared a Natural Disaster Area, depending on the severity of the storms/floods/bushfires, disaster relief assistance may be available.   This declaration triggers multiple assistance schemes, which are designed to assist with the cost of disaster relief and recovery.   Further information including eligibility criteria can be obtained from the Office of Emergency Management website at www.emergency.nsw.gov.au
Q) Can I claim for damage from wildlife?
	Damage from wildlife activity is outside of Essential Energy's control, so we are not able to accept liability. This type of loss is usually covered under household or business insurance, so please contact your insurer to check. We may be able to help by providing confirmation of wildlife activity to help you make your claim with your insurer.
Q) Can I claim food loss?
	Essential Energy is unable to cover the cost of food loss resulting from storms, floods, wind, lightning, wildlife, bushfires, natural disasters or the actions of a third party such as impact by a motor vehicle.   Some home and contents insurance policies provide coverage for food spoilage with no excess.
Q) Can I claim under my own insurance policy?
	Many home, contents and small business insurance policies provide ‘new for old’ (i.e. without depreciation) cover for unexpected damage to electrical items, especially where the cause of damage was storms, wildlife activity, vehicle impact or burning/explosion.   Essential Energy can provide a letter for your insurer to assist with the claims process. In some circumstances we can also consider contributing towards payment of your insurance excess.
Q) If I make a claim with Essential Energy, how long will it normally take for a response?
	Our Customer Resolutions team will acknowledge your claim within four business days of it being received, your claim will then be allocated to a Customer Support Officer who will commence their investigations.   The investigation of claims is often a complex and time-consuming process with many factors to consider including the information you have provided us in the Customer Incident Investigation Form. As we work through your claim, we will contact you every three weeks to confirm that it is still under investigation and provide information around our progress.   While our target is to respond to claims in less than 30 days, some investigations may take longer than this and we thank you in advance for your patience while we complete our thorough assessment.
Q) What happens if you are not satisfied with our response?
	If you are not satisfied with our response, you can request a review of the original investigation and decision.   If you are still not satisfied, we will recommend you consider contacting the Energy and Water Ombudsman NSW (EWON) which provides a free, independent complaints resolution service. You can contact EWON by calling 1800 246 545 (free call), visiting their website www.ewon.com.au or in writing to Reply Paid 86550, Sydney NSW 1234.   Customers who live in Queensland can contact the Energy and Water Ombudsman Queensland (EWOQ) which provides a free, independent complaints resolution service. You can contact EWOQ by calling 1800 662 837 (free call), visiting their website www.ewoq.com.au or in writing to PO Box 3640, South Brisbane BC, QLD, 4101.

To apply, complete the Customer Incident Investigation Form and email to , or post to PO Box 5730 Port Macquarie, NSW 2444.

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