What can I submit a claim for?
If you have experienced loss or damage, you may be eligible for compensation. Ausgrid considers claims across many categories including food spoilage, guaranteed service levels and property/appliance damage claims.
If you have multiple claims for the same incident, you only need to submit one claim.
Food spoilage
If your power was interrupted due to an issue on the Ausgrid network and you experienced food spoilage as a result, you may be eligible for compensation.
If you are a residential customer and have experienced an unplanned power outage for 12 hours or more, Ausgrid may consider a customer service payment for food spoilage. These payments are voluntary and are capped to value limits defined by us.
Appliance damage
If your electrical appliances or equipment were damaged due to an incident on the Ausgrid network, you may be eligible for compensation. Appliance damage claims are assessed on a case-by-case basis and consider factors such as the cause of the damage, the condition of the network at the time, and whether Ausgrid was responsible.
Our electricity network is designed to deliver electricity to customers safely and efficiently. While we regularly inspect and maintain the network, there will be occasions when the reliability of the electricity supply is impacted by events beyond our control such as adverse weather conditions, vandalism, motor vehicle collisions with power poles and other events.
Property damage
If you experience damage to your home, car or other property due to an incident caused by Ausgrid, you may be eligible for compensation.
Once a claim is submitted, our team assesses the details of the incident, investigates the cause, and determines liability.
Ausgrid engages contractors to carry out work across our network. If your property has been damaged by a contractor engaged by Ausgrid, we’ll first give them the chance to respond to your claim. If you’re not satisfied with how they handle your claim, Ausgrid can investigate and review their response.
Business loss
Business loss refers to a financial loss experienced by a business, such as lost wages, profits, rent and commercial food spoilage.
Ausgrid regularly inspects and maintains the electricity network to provide a safe and reliable supply of power. However, we cannot guarantee continuous electricity supply. We encourage businesses to take reasonable precautions to protect themselves from loss such as maintaining adequate insurance coverage, considering back up supply alternatives and installing appropriate protection devices.
Embedded networks
Embedded network customers are not direct customers of Ausgrid. Please contact your embedded network operator if you have experienced loss or damage and would like to make a claim. This is usually the electricity retailer listed on your electricity bill.
Extreme weather events
Please note that around extreme weather events we can't compensate you for:
- Take out meals
- Appliance damage
- Alternate accommodation
- Generator hire
- Incidental costs such as candles, torches and batteries
Guaranteed Service Level (GSL) Claims
Ausgrid is committed to providing a safe and reliable electricity supply. If we don’t meet certain minimum service standards, such as restoring power within set timeframes or providing adequate notice of planned outages, you may be entitled to a Guaranteed Service Level (GSL) payment.
You can find more information about GSL claims and eligibility criteria by visiting the GSL claims page.
