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.
- When Ausgrid attend, the technician will check the controlled load equipment and may need to bridge the controlled load relay.
- As Ausgrid are unable to perform meter maintenance or upgrades, if you are not satisfied with a bridged relay, you can speak to your retailer about having a new meter installed with controlled load.
- 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 FAQs
This is a separately metered hot water system that runs on a cheaper electricity rate. 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.
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.
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.
Controlled Load Change FAQs
Ausgrid is retiring parts of its legacy Controlled Load Circuit (CLC) network. This older technology has been used to control some appliances, such as electric hot water systems, during off-peak periods.
As the equipment reaches the end of its operational life, it will not be replaced. Instead, this functionality will be provided through smart meters, which are owned and managed by electricity retailers and are being progressively rolled out across NSW.
Yes. The intent is for hot water to remain available. The operating pattern may change if the system is no longer remotely controlled.
If you have any concerns you can report a hot water fault online.
In most cases, no immediate action is required. If you are concerned about equipment, usage or bills please contact your electricity retailer to discuss a new meter installation or a hot water specialist to check your hot water settings.
With issues relating to hot water heating, 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.
- Your electricity retailer can also advise on your current hot water heating arrangements.
Report a fault
Please take a moment to read the information above. It may help you confirm the issue and speed up resolution. If everything checks out and your hot water still isn’t heating, report a fault, and we’ll investigate promptly.
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.