Submit a claim
If you have experienced loss or damage due to a supply quality incident, you can make a claim.
As your electrical distributor, we're obligated to provide a quality supply of electricity including providing voltage within the levels set out in the Electrical Distribution Code of Practice.
We're committed to provide a safe and reliable electricity supply, but unexpected events can result in supply quality incidents, like voltage variations. Voltage variations can occur during:
- A power surge – rapid increase in voltage above the set levels
- A brown out – reduced voltage below the set levels.
You may be entitled to make a claim if there is damage to your equipment or property as a result of a voltage variation event. To help you through this process, this page outlines what's required to make a claim.
Before you claim: important information
- Compensation available to you
- How compensation value is calculated
- Requesting an insurance letter
- Additional information for business customers
- Claiming for an unplanned power outage
- Claiming for something other than appliance damage
Starting a claim: what's needed
- 1. Your details
- 2. Claim item details
Ready to start your claim?
Claims are made via myEnergy. Login or register and select 'customer resolution centre' to get started.
Tracking your claim
- Once your claim has been received, we will review our systems and consult with other business areas as part of our investigation.
- On average, it takes 15 business days to investigate a claim, but complex claims may take longer.
- If your claim is eligible, we'll email you with an offer.
- We understand that sometimes the outcome may not meet your expectations. If you believe there are other factors we should consider which were not previously provided, you can request a review.