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General Enquiries & Complaints

For all your general enquiries & complaints for electricity or gas supply

Phone: 1300 360 795 (9am-5pm, Monday to Friday)

Email: customersupport@ausnetservices.com.au

Post

Locked Bag 14051

Melbourne City Mail Centre

Melbourne VIC 8001

Head Office

Level 31, 2 Southbank Boulevard

Southbank VIC 3006

Australia

Faults & Emergencies

(24 hours a day, 7 days a week)

ELECTRICITY

Phone: 13 17 99

Website: www.outagetracker.com.au 

GAS

Phone: 13 67 07

Media Enquiries

For all media enquiries from journalists and media outlets (24 hours a day, 7 days a week). 

Phone: (+61) 3 9483 0989

Please note: The AusNet Services media team does not have access to customer records, so is unable to respond to customer enquiries.

 

Please note: the form below should not be used to report a fault or emergency. Please use our 24/7 fault lines listed above to report a fault or emergency. Enquires submitted via this form are only monitored during business hours.

Your NMI (Electricity) / MIRN (Gas) can be found on your retailer's bill
Your meter number can be found on your electricity or gas meter
  • Faults & Emergencies

    Safety is our first priority - please report faults to us.

    (24 hours a day, 7 days a week)

    Electricity

    Phone: 13 17 99

    Email: customersupport@ausnetservices.com.au

    Gas

    Phone: 13 67 07

    Email: customersupport@ausnetservices.com.au

    Streetlight Faults

    Email: customersupport@ausnetservices.com.au

    Other emergency contacts

  • Supply Interruptions

    We're working hard to keep things running smoothly! Call us with your electricity or gas planned interruption enquiry.

    Electricity Planned Interruptions 

    Phone: 1300 362 026

    To keep up-to-date with any planned outages, please check AusNet Services Outage map.

    Gas Planned Interruptions

    Phone: 13 67 07

  • Metering data web portal enquiries

    Eligible customers have access to myHomeEnergy portal and the Electricity Metering Data Requests site designed to assist with accessing and monitoring your electricity use and costs. Please select below the most appropriate tool to match your needs.

    myHomeEnergy

    myHomeEnergy is a free web portal that provides eligible customers in AusNet Services' electricity distribution network with access to their electricity consumption data.

    This tool is designed to assist customers to view their everyday electricity usage in a graphical way and in monitoring their energy usage costs.

    The electricity consumption data accessible through myHomeEnergy is from your smart meter, which provides your electricity usage in half-hour intervals. This information is typically updated four times a day.

    AusNet Services' residential and small business customers can register for myHomeEnergy by accessing the online portal here.

    If you have any questions about myHomeEnergy, please contact the customer service team at customersupport@ausnetservices.com.au.

    Electricity Metering Data Requests site

    AusNet Services residential customers, small business customers or a registered customer authorised representative, can request their smart meter data file that can help you understand your energy usage.

    This new site provides you with smart metering data that can be used in energy management tools, including the Victorian Energy Compare website, to help you find the best plan to match your energy use.

    To request your data, please register online.

    If you have any questions about Electricity Metering Data Requests, please contact the customer service team at meterdata@ausnetservices.com.au

  • Investor Enquiries

    For all shareholder queries from investors or prospective investors 

    Email investor.enquiries@ausnetservices.com.au

    Post

    AusNet Services
    Locked Bag 14051
    Melbourne City Mail Centre
    Melbourne VIC 8001

    For information, contact Computershare:

    Computershare is AusNet Services' security registrar, responsible for maintaining an up-to-date register of shareholders and providing shareholder services: distribution payments, issuing statutory documents, etc.

    Postal address: GPO Box 2975, Melbourne, Victoria 3000, Australia  

    Telephone: 1300 850 505 (within Australia)  +61 3 9415 4000 (outside of Australia)

    Facsimile: +61 3 9473 2500

    Web: www.computershare.com.au

    Web Queries: web.queries@computershare.com.au

    Singapore shareholders who have general enquiries about their holdings in AusNet Services can contact Singapore Stock Exchange's Customer Service Hotline on (65) 6535 7511 or via email at cdp@sgx.com.

  • Media Enquiries

    For all media enquiries from journalists and media outlets (24 hours a day, 7 days a week). 

    Phone: (+61) 3 9483 0989

    Please note: The AusNet Services media team does not have access to customer records, so is unable to respond to customer enquiries.

  • Complaints & Claims

    We are always keen to receive your feedback or resolve any concerns you may have.

    Complaints

    We manage all complaints in accordance with the principles of the International Standard  ISO 10002 and our Customer Complaint and Dispute Resolution Policy.

    AusNet Services will endeavour to contact you within 2 business days of receiving of your complaint. 

    You can contact us about your complaint by using the Enquiry Form at the top of this page, by calling us on 1300 360 795 or by emailing customersupport@ausnetservices.com.au.

    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).

    Claims

    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.

    Eligibility

    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).

  • SMS Messages
    If you would like to receive updates from AusNet Services via SMS to your mobile number , including power outage restoration information and updates, please ensure your electricity retailer (the company that bills you) has your mobile number.
     
    If you would like to opt out of receiving SMS messages from AusNet Services, you can do this by texting STOP to 0409 709 091; or by emailing your NMI number (which can be found on your electricity bill) and mobile number to sms@ausnetservices.com.au requesting to be removed from our texting list.