Claims

If you have suffered loss or damage that you believe is due to the actions of Ergon Energy or its employees, you can lodge a claim for compensation with Ergon Energy for consideration. If you believe the loss you have suffered is covered by your insurance policy, you can lodge a claim directly with your insurer. If your claim is rejected by your insurer, you may then refer the matter to Ergon Energy for assessment.

Making a claim for loss or damage

Ergon Energy will assist customers to meet the fair and reasonable cost of repairs to damaged equipment under the following circumstances:

• Incorrect action by Ergon Energy
• Failure or inappropriate operation of Ergon Energy Equipment
• Where appropriate we will meet the replacement cost for replacing “like for like”, not necessarily “new for old”.

As a general guide we are often unable to compensate customers for any loss or damage that occurs as a result of events or circumstances outside our control including:

• Interference by birds or animals
• Bushfires, lightning, storms, wind-borne debris
• Motor vehicle colliding with power poles
• Vandalism
• Any third party interference to the electricity system e.g. Motor vehicle accidents.

Raise a claim

You can raise a claims request with Ergon Energy online. Once submitted you will receive confirmation that your information has been received and you will be contacted by a claims officer within 2 working days.

If you do not wish to submit your claim online, you can discuss your claim for loss or damage with a customer service representative by calling 13 10 46 (7.00am to 6.30pm, Mon-Fri).

Claim assessment

We will advise you of our assessment of your claim within 5 working days from receipt of your completed claim forms and documents. More complex claims may take longer to assess, but you will be updated during the claim process.

If we decline your claim, you may wish to pursue compensation through your insurance company. Your insurer may require a copy of Ergon Energy’s assessment letter advising the cause of the electricity interruption.

Request an insurance letter

If your insurer has requested that you obtain a letter from Ergon Energy stating whether or not an outage occurred in your area at a specified time you can request an insurance letter. Once submitted you will receive your request within 5-7 working days.

Review of claim

If you are not satisfied with the outcome of your claim you can submit a request for an internal review of your claim by writing to:

Ergon Energy
Attention: Customer Response and Improvement Office
PO Box 15107 Brisbane
City East QLD 4002

Alternatively you can submit your request by fax on (07) 49 327 261  or by email to customerresponse@ergon.com.au