We are unable to compensate customers for any loss or damage caused by third parties or as a result of events outside our control, such as:
Damage caused by you or by a fault on your electrical installation
Interference by animals or vegetation
Power interruptions for planned work (or planned outages)
Emergency action by emergency personnel
Until we have carried out an investigation, we are not able to determine the cause of an incident or provide an outcome. If damage to your property was caused by any of the listed events, we recommend checking with your insurer to see if they can assist you.
Ausgrid’s standard contract for residential and small business customers is the Deemed Standard Connection Contract (DSCC). The contract provides more information about your rights and our obligations to maintain your supply of electricity.
If you have experienced loss of property due to bushfires, flooding or natural disasters, you may be eligible for financial assistance. Please visit our Customer Assistance page where you can find resources that may help you.
If you are a residential customer and have experienced an unplanned power outage for:
12 hours or more metropolitan areas, or
18 hours non-metropolitan areas
you may be eligible for a customer service payment from Ausgrid for food spoilage. These customer service payments are voluntary and are subject to specific value limits which are defined by us. You will need to provide evidence when making your claim. Please refer to the FAQ: “What evidence will I need to provide?”
Ausgrid has limited liability under the Deemed Standard Connection Contract. If you have suffered a significant amount of appliance damage, we recommend that you lodge a claim with your Home and Contents Insurer.
We may assist with recovering the cost of repairing or replacing damaged property or appliances under the following circumstances:
Incorrect action, poor conduct or acts of negligence by us, or
Foreseeable failure or incorrect operation of our equipment.
It is important to note that any customer service payment made by Ausgrid may be subject to a specific value limit. We will prioritise repairs over replacement, and where replacement is the only option, we will include the depreciation of the item based on its age.
We are unable to compensate customers for any loss or damage caused by third parties or as a result of events outside our control. Please see the FAQ: “What claims are not eligible for compensation?"
Business customers need to take reasonable precautions to protect themselves from any potential loss or damage caused by outages, both planned and unplanned. This can include having the appropriate level of business insurance, having a back-up power supply for temperature-sensitive item storage, and having the appropriate appliance protection for sensitive equipment.
We do not compensate business customers for consequential losses such as wages, productivity or trade.
Many home and contents insurance policies allow new-for-old replacements for unexpected damage to your property or electrical items. We can help with providing an insurance report which you can then take to your insurer. To obtain an insurance report, please click on the "Let's get started" button above. Alternatively, you can download a PDF of the Insurance Report Request Form (also known as the Network Incident Report Request Form).
We aim to resolve claims within 30 days of receipt.
Claims are often resolved earlier than 30 days; however, if a claim is complex or we are receiving an unexpectedly high volume of claims, it may take longer to resolve your claim. If your claim is expected to take longer than 30 days, we will be in touch to advise why, and provide you with an updated timeline.
You will receive an email or letter advising of the outcome of your claim.
you believe a factual error has occurred during the investigation, or
you have new information that was not available previously which you believe will alter the outcome of the claim.
Customers have a right to request a review; however, this does not necessarily mean the decision will be changed. If you would like to request a review, you can put the request in writing and send it to email@example.com.