Hot water faults

Before you report a hot water fault

Hot water can run out for a few simple reasons, like extra showers, guests staying over, or more laundry than usual. If your home has a controlled load hot water system, the water heater only turns on at certain times within 24 hours. This means it may take longer to reheat if you've used more hot water than usual.

You can check your electricity bill to see if your property has a controlled load.

Sometimes the issue is technical. In some cases, Ausgrid will be responsible; in others, you'll need to contact your electricity retailer or a hot water specialist.

Before making your hot water fault online report, please check:

• if the meter at the property is owned by Ausgrid
• if the equipment controlling your hot water is maintained by Ausgrid, or
• if your system has an associated Control Load Tariff.

If you’re unsure, call 13 13 88, and our team can guide you. If none of the above applies, we'll let you know who to contact instead.

What happens after you report a fault?

• Ausgrid will send a technician to check the controlled load relay at your electricity meter. Response times may vary depending on the volume of issues we receive. We aim to attend the same day, and most reports are investigated within 24 hours. Please make sure the technician can easily get to your main switchboard and that any pets are safely secured.
• Depending on whether the controlled load relay is internal or external to your meter, your retailer or Ausgrid will be responsible.
  • If your controlled load relay is internal to your meter, you'll need to contact your electricity retailer to report the issue. The retailer will tell you what you'll have to do next.
  • If your controlled load relay is outside your meter, the technician will let Ausgrid’s maintenance team know, and they’ll organise a replacement and temporarily override the fault so you can still get hot water.
• Please note that if the technician can’t access your meter box and can’t get in contact with you, the request will be closed.

Hot water fault FAQs

What is controlled load hot water?

This is a separately metered hot water system that runs on a cheaper electricity rate during off-peak hours. It’s managed by a device called a relay, which switches your hot water system on and off based on the time of day. The idea is to heat your water when electricity demand is low, helping reduce pressure on the network.

What is a bridged relay?

If needed, Ausgrid's crew can bypass (or ‘bridge’) the relay, so your water starts heating immediately. Even if it heats outside of off-peak hours, you’ll still be charged the lower off-peak rate. Bridging the relay doesn’t mean your water heats all day. It will heat to the temperature set on your thermostat and take the usual amount of time to do so.

What if the hot water issue isn’t with the meter?

If the fault isn’t related to your meter or relay, you’ll need to contact an electrician or hot water specialist. Ausgrid’s technician will let you know if that’s the case.

How to change or cancel your report

Should you need to cancel your hot water fault report, please call 13 13 88. On the call, select option 4 and have your reference number ready to quote.