Customer complaints and claims

Ausgrid value customer feedback. We are grateful if you take the time to let us know how you are feeling as a customer of Ausgrid. We take pride in our customer service and welcome feedback and the chance to improve. We know that things go wrong and we won’t always get it right, but if you take the time to contact us, our aim is to restore your faith in us by managing and resolving your concerns efficiently, effectively and with respect.

Our Complaints Policy outlines our commitment to our complaints process and our Complaint and Dispute Resolution Process explains the process we will take to investigate your concerns. Please read these documents before reporting your issue and/or complaint using one of the following methods:

 

Making a Claim

Where you feel you may be entitled to compensation for damage or loss which you believe is the result of, or fault of Ausgrid's electrical supply, you will need to complete a Customer Claim Form and email it to Ausgrid's Claims Management Group at NCI_Group@ausgrid.com.au. The Frequently Asked Questions below provide you with information about what you can and can't claim, completing the Customer Claim Form and any documentation that you may need to support your claim.

 

Frequently Asked Questions

1. I have had a power outage and an appliance has failed, can I claim from Ausgrid?

You are supplied electricity under Ausgrid’s Deemed Standard Connection Contract which is a requirement of the Electricity Supply Act (NSW) 1995.

Our electricity network is designed to deliver electricity to connected customers safely and efficiently, unfortunately; the normal operation of the network may mean that a customer’s electricity supply is interrupted both on a planned basis (where notice is provided) and on an unplanned or emergency basis where no notice is possible.

While you may lodge a claim, the Deemed Standard Connection Contract indicates that subject to the law, Ausgrid is unable to be held liable for a loss due to an interruption to the electricity supply, but that to the extent that we might be liable our liability is limited.

On this basis any payment that you might receive from Ausgrid in response to a claim you make will be entirely voluntary, subject to specific limits (as detailed in the contract) and based on criteria which shall be defined by us from time to time.

You may submit a claim by completing a Customer Claim Form. Include as much information as possible including:

  • The date and time of the event
  • The location/address where the event occurred
  • A description of the event
  • Details of what you are claiming including receipts/repair reports/and any other independent documentation that you already have to support your claim.

 

2. I have had a power outage and have lost food in my freezer, can I claim from Ausgrid?

Under Ausgrid’s Deemed Standard Connection Contract we do not guarantee a continuous supply of electricity, however; if your power is interrupted for over 10 hours, Ausgrid may consider making a customer service payment to assist residential customers where they have suffered food spoilage, these customer service payments are subject to specific value limits which are defined by us from time to time. Ausgrid will not make payments for claims for loss of stock or product by businesses due to a power outage.

In order for Ausgrid to investigate and consider your claim you will need to complete a Customer Claim Form. Include as much information as possible including:

  • The date and time of the event
  • The location/address where the event occurred
  • A description of the event
  • Details of what you are claiming including receipts/repair reports/and any other independent documentation that you already have to support your claim.

3. I have lost business because my power has been out, can I claim from Ausgrid?

No. While Ausgrid does try to minimise interruptions and to limit their impact on homes and businesses, under both the legislation and the Deemed Standard Connection Contract Ausgrid is not able to guarantee a continuous supply of electricity.

On this basis Ausgrid 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 then it is reasonable for Ausgrid to expect you to take measures to minimise any loss you might suffer should you lose power. These steps might include investing in a back-up generator or uninterruptable power supply, or 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.


4. The power to my business is going to be interrupted in 7 days time so I can't trade on that day. Can I claim from Ausgrid?

Ausgrid accepts that interruptions to the electricity supply can be an inconvenience to all customers and may negatively impact businesses, where possible we may discuss our intentions with affected business customers in anticipation of undertaking planned works in a manner and at a time that is mutually beneficial, however; this is not always possible and sometimes interruptions must go ahead as notified and scheduled.

Unfortunately; from time to time it is necessary for us to interrupt the electricity supply on a planned basis so that we can undertake essential maintenance, complete repairs or allow an extension or enhancement of the supply network. This is a legal obligation which is placed on Ausgrid under the Electricity Supply Act (NSW) 1995 and the Electricity Supply (General) Regulation (NSW) 2001 which requires an electricity distributor to maintain, enhance and extend the electricity distribution network to satisfy the ongoing and future needs of connected customers.

These interruptions are controlled interruptions and affected customers are provided with advance written notification of the work proceeding and the steps that they might take to minimise the impact of the interruption on their home or business and on this basis Ausgrid will not pay claims associated with a planned interruption to the electricity supply where appropriate notice has been given.

5. My property has been damaged by Ausgrid contractors, can I claim from Ausgrid?

No. Ausgrid accepts that we may have some responsibility for the actions of our employees while they are undertaking their normal duties for us, however; we are unable to and do not accept responsibility for the actions of our contractors or their employees.

Ausgrid requires that our contractors carry their own Public and Professional Liability Insurance to respond to claims made by customers in respect to damage that they or their employees might cause.

While Ausgrid appreciates that dealing with a contractor may be difficult you are encouraged to contact the contractor you believe is responsible for the damage or loss you have experienced so that they have the opportunity to respond to your claim in the first instance.

If you are not happy with the service provided to you by our contractor or are dissatisfied with their response to your claim and you would like us to review their decision we are happy to provide you with this service. You can contact Ausgrid by completing a Customer Claim Form. In the form you must provide us with the name of the contractor and the contractors representative that you have dealt with.

While we are unable to accept liability for the actions of the contractor Ausgrid will act as an intermediary between you and the contractor where our review of their response to you and our investigations of the circumstances of your claim suggest their response is inappropriate, however; it will remain the contractors responsibility to settle your claim if it is accepted.

6. I think my property has been damaged by Ausgrid, who do I contact and can I claim from Ausgrid?

The Ausgrid Claims Management Group investigates and/or co-ordinates Ausgrid’s response to claims for damage or loss made against Ausgrid due to the actions of our staff or the impact of our network..

To consider your claim we will need to investigate what happened, if the results of our investigations show that Ausgrid's contractors may have been responsible for your loss or damage, Ausgrid will refer you to the contractor who will then consider your claim and respond to you directly. (For more information about this process refer to FAQ 5. above.)

Where the results of our investigation are inconclusive/unclear or suggest that we should assist you a Claims Management staff member will contact you requesting that you provide us with proof of your loss or damage.

So that we can investigate your matter please complete the Customer Claim Form and email it to NCI_group@ausgrid.com.au.

You will need to include as much information as possible including:

  • Your name, address, telephone number and email address etc. 
  • The date and time of the event
  • The location/address where the event occurred
  • A detailed description of the event
  • Details of what you are claiming including receipts/repair reports/and any other independent documentation that you already have to support your claim.

7. Tips to protect your appliances against power surges

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 but if your appliance doesn’t have built in protection you can also use surge protectors or power boards with surge protection.

Surge protection devices can be purchased from hardware stores, electrical stores and specialist suppliers.

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 they include coverage for damage caused by power surges.

We will also investigate payment to customers who experience blackouts on a case by case basis.

8. If I can claim against Ausgrid, how long will it normally take for a response?

Ausgrid's Claims Management Group will acknowledge your claim within 2 business days of it being received, your claim will be allocated to an Investigations Officer who will then commence their investigations.

Unfortunately, the investigation of claims is often a complex and time consuming process with a large amount of material to consider including the information you have provided us in the Customer claim form. So that you know we have not forgotten about you and your claim, if we have yet to reach a decision in relation to your claim we will contact you every three weeks to confirm that it is still under investigation.

While our target is to respond to the majority of claims in less than 90 days some investigations may take longer than this and we thank you in advance for your patience while we complete our work.



Claim Enquiries 1800 069 952
9.00am - 4.30pm Monday to Friday (Excluding Public Holidays)

 

Energy & Water Ombudsman NSW

The Energy & Water Ombudsman NSW (EWON) is the government approved independent dispute resolution scheme for New South Wales electricity customers. Customers can contact EWON at any point to get independent advice and information.

Ausgrid takes customer concerns and complaints seriously and will endeavour to resolve complaints directly with our customers. If you are not completely satisfied with our response, you may contact the Energy & Water Ombudsman NSW (EWON).

Your complaint must relate to Ausgrid’s electricity distribution, connection or supply services and must fall within EWON’s jurisdiction.



EWON can be contacted on: FREECALL 1800 246 545 or by writing to:
Reply Paid 86550, Sydney South, NSW 1234 or electronically at www.ewon.com.au