Claims

What you need to know before starting

You may be entitled to compensation for damage to your equipment or property, if the damage was directly caused by a voltage variation event. This compensation will be offered to cover the repair or replacement value of an appliance.

Please look through the Schedule 4 of the Electricity Distribution Code of Practice before making your claim. This will help you understand both AusNet and your rights and responsibilities.

Also look through the Unplanned power outages compensation fact sheet (PDF, 554 KB), created by the Victorian Electricity Distributors. This explains the compensation process and how claims are assessed.

We will always assess a claim before we decide to offer compensation.

Please read the information below carefully, so you can choose the method of compensation that’s right for you.

Consequential loss and unplanned outages

Compensation does not cover consequential loss. Consequential losses refer to losses that aren’t directly related to an unauthorised voltage variation. This includes business and food loss.

Compensation relating to unplanned outages is also not claimable. Guaranteed Service Level Payments may instead be payable in these events.

Food loss

The loss of food as a result of an unplanned outage is not claimable. Food loss is classified as a consequential loss.

Make a claim

Important information about making a claim:

• Your annual consumption of electricity must be less than 160 megawatt hours of electricity (around $20,000).
• Compensation is only for damage directly resulting from a voltage variation event.
• Compensation does not cover consequential loss (e.g. food loss, unless the food loss was due to the fridge being damaged during a power surge event)
• Business customers must have taken reasonable precautions to minimise the risk of damage or loss.
• We do not replace on a 'NEW for OLD' basis.
• Compensation will either be paid for repairs (where viable) or for the cost of replacement equipment (of similar age and condition), whichever is the lesser amount.
• Compensation is not provided on the basis of an admission of legal liability. If, after investigation, we’re unable to accept your claim, we’ll explain our decision in writing.

Before starting your claim, please ensure you have receipts, invoices or quotes for each damaged item you want to claim compensation for. You’ll also need to provide evidence (statement) from an authorised repairer about what caused damage to the item/s you’re claiming for.

Acknowledge and start claim

Request an insurance letter

You might want to consider making a claim under your insurance policy if:

• you don’t meet the requirements for compensation

or

• you’re seeking compensation on a 'NEW for OLD' basis.

If we have a record of an incident affecting your property, we can provide a letter to help support your claim.

If you would like a letter to confirm an incident at your property, please request an Insurance Letter.

Before starting your request for an insurance letter, please ensure you know the date of the voltage variation incident.