We are committed to ensuring that our valued customers enjoy a safe and reliable electricity supply, however unexpected events can result in a variation in voltage, involving damage to our network and disruption to your electricity supply. Damage may then occur to your electrical appliances or equipment. Common causes of these incidents often referred to as ‘power surges,’ are vehicles striking poles, storms, lightning strikes and animal or bird activity.
For claims arising from incidents considered beyond AusNet Services' control, it is suggested customers contact their insurance company in the first instance as these claims may be rejected. AusNet Services' will issue letters for insurance companies upon request and will consider reimbursing reasonable excess amounts.
AusNet Services energy delivery is regulated by industry codes, rules and common law. If you suffer loss, you may be entitled to claim compensation from us.
In common with other Distributors, AusNet Services do not and cannot guarantee uninterrupted supply.
Occasionally, incidents may occur on our distribution network that are beyond our control, and will result in supply interruptions. As we cannot guarantee uninterrupted supply, we encourage individuals and businesses to have plans in place to help minimise the impact of outages, both planned and unplanned, that will occur from time to time.
We do try to keep the estimated restoration times accurate, and these will be constantly updated as more information is known about the outage and what work is needed to be done for restoration.
Please ensure that you fill in all required information and attach your supporting evidence to your claim.
If the claim form is not properly completed or the required substantiation is not included, the assessment of your claim will be delayed.
Compensation fact sheet
To assist customers who experience loss or damage related to unplanned power outages the Victorian Electricity Distributors have jointly created an Unplanned Power Outages Compensation Fact Sheet which explains the compensation process and how claims are assessed.
You may wish to familiarise yourself with the Voltage Variation Guidelines before submitting your claim, so that you fully understand your rights and responsibilities and those of AusNet Services.
In order to be eligible for compensation for damage to electrical appliances or equipment under the Voltage Variation Guidelines:
- Customers are asked to complete the claim form and provide suitable proof of each item being claimed.
- Your annual consumption of electricity must be less than 160 megawatt hours of electricity (around $20,000).
- Damage to your property must have resulted directly from a voltage variation event, outside the limits prescribed by the Electricity Distribution Code.
AusNet Services will provide letters for insurance companies upon request.
Compensation is not provided on the basis of an admission of legal liability. If, after investigation, we are unable to accept your claim, we will explain our decision in writing.
Submitting a claim
We aim to ensure that our claim process is as easy as possible for our customers.
To lodge a claim:
- you will need to have all of your quotes, receipts, photos and any other supporting evidence ready to substantiate your claim.
- Complete the online claim form. This is the most efficient and preferred method of submitting your claim
If you are unable to complete the online claim, you may contact us on 1300 360 795 and we will send a claim form to you within two business days.
Provided you supplied an email address, we will acknowledge receipt of your claim and advise you of your Claim Number and our contact details in an email. You will be contacted again once your claim has been allocated to a consultant.
Each claim is thoroughly investigated and this may involve inspection of damaged items or discussions with yourself or your repairer/s.
Please DO NOT dispose of any damaged / appliances equipment until your claim is resolved as we may need to carry out an inspection.
If after contacting us, you believe your issue has not been satisfactorily resolved, you can contact the Energy and Water Ombudsman (Victoria) on 1800 500 509 (or 1800 500 529 for hearing impaired customers).