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ENERGEX customer charter
loss or damage to property or appliances - how to lodge a claim with ENERGEX
At ENERGEX, we understand the inconvenience that power outages and other power-related events can cause. We are also aware that our activities can occasionally have some impact on your property.
If you have experienced damage that you suspect was a result of an adverse event on the electricity network or the actions of ENERGEX, you can lodge a claim with ENERGEX for compensation.
We recognise our responsibilities and will consider compensation for particular acts or omissions where we are obliged to do so.
the role of your insurance company
Sometimes your own home and contents insurance policy will cover electrical-related damage to your property or appliances. In this case, you should direct your claim to your insurance company in the first instance.
Your insurance company may require you to provide information from ENERGEX confirming the nature and cause of the power outage. A confirmation letter may be obtained by calling us on 13 12 53 advising that you require a Network Outage Information Request to be processed for your premise.
events that are out of our control
ENERGEX does not accept responsibility for damage or losses that occur as a result of events that are outside our control, including:
- The effect of wildlife contacting high-voltage wires
- Storm or lightning related damage, and their effect
- Power interruptions where the cause cannot be reliably determined
- Acts by others, such as cars contacting power poles or vandalism
- Planned power interruptions as part of our normal work
- Where we are directed to interrupt power by a controlling authority
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how to lodge a claim for loss or damage
There are a number of ways to lodge a claim with ENERGEX. When you do so, we ask that you provide some particular information, including the time, date and address of the event leading to your claim, as well as any information regarding the costs of the damaged property. Where possible, please submit any reports you may have from qualified repairers that confirm the nature of the damage to the item.
Claims can be lodged in the following ways:
- Download, complete and send us the attached form
- Call us on 13 12 53 and ask for an insurance claim guide
- Fill out the online claim form
the claim information, as well as any queries you may have regarding a compensation claim with ENERGEX, can be directed to:
| by post : | Attention : Insurance Section
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| or fax to : | (07) 3407 5863
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| or submit your claim online |
The provision of claim information does not constitute an admission of liability on the part of ENERGEX.