How to lodge a claim

Woman looking in fridgeLoss or damage to property or appliances

If you have experienced damage that you suspect was the result of an adverse event on the electricity network or the actions of Energex, you can lodge a Claim For Compensation.

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.

We recognise our responsibilities and will consider compensation for 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 (which can include storm events) 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.

You can obtain a confirmation letter by calling us on 13 12 53, advising that you require a Network Outage Information Request to be processed for your premises.

Alternatively you can submit a Network Outage Information Request Form.

Events that are out of our control are not covered

We do not accept responsibility for damage or losses that occur as a result of events that are outside our control, including:

  • The effect of wildlife or vegetation contacting powerlines or apparatus.
  • Natural disasters, storms or lightning related damage and their effect.
  • Power interruptions where the cause cannot be reliably determined.
  • Acts by others, such as vehicles contacting power poles or vandalism.
  • Planned power interruptions as part of our normal work.
  • Instruction by a controlling authority to interrupt power.

How to lodge a claim for loss or damage, excluding natural disasters and storm related weather events

There are a number of ways to lodge a claim with us.

When you do so, we ask that you provide some 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:

Information and queries regarding a claim can be posted by:


Attention: Claims Section
Energex Limited
GPO Box 1461
Brisbane QLD 4001


(07) 3025 8301;
Mark: 'For the attention of the Claims Section'


The provision of claim information does not constitute an admission of liability on the part of Energex.

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