Information for Electrical Contractors regarding fee claims

Before attending a customer’s premises to investigate a hot water supply issue, Electrical Contractors should confirm if the customer has contacted us. If the customer has not yet reached out to us, they must do so first.

We do not cover any costs for loss of supply faults under any circumstances, as our crews are to attend first.

If we authorise attendance of an Electrical Contractor for a hot water (cold water) network fault Investigation, we will provide the customer with an approved reference number. This approval reference is essential and must be included in any reimbursement submissions made via the Electrical Partners Portal or post.

From 1 October 2025, we will not approve or process any reimbursement requests that do not include this approved reference number.

PLEASE NOTE: All reimbursement requests will be capped at a maximum of $250 (excluding GST) per approval.

Making a claim for approved attendance fees

We will pay reasonable charges for work completed by a licensed Electrical Contractor if there has been:

• Approval by us provided to the customer through a unique and instance specific reference number
• Hot water (cold water) issues caused by a fault with our equipment that supplies power to the hot water system.

Please note:

• Electrical Contractor fee claims are capped at $250 (excluding GST)
• This applies to all call outs, including after-hours and weekends
• Includes travel costs (up to 1 hour)
• If excess travel applies, this must be itemised to allow for review if the invoice total is above the cap amount
• If your claim is eligible and the invoice exceeds the $250 (excluding GST) cap where excess travel is not applicable or approved, the customer will be responsible for any additional out-of-pocket costs.

Documents to support your claim

To help us assess your request, we will require an itemised invoice which includes the approved reference number your customer has provided, type of work completed, the value of your claim and the address details of where the work was completed. Additional information such as NMI (National Metering Identifier) or meter number may also be provided.

How to submit a claim

You can submit your claim in two ways:

1. Make an online claim via the Electrical Partners Portal
2. Fax or post your claim with a covering letter, including all the information listed above, and a tax invoice attached:
   1. Fax to (07) 4932 7124 marked 'Attention Customer Investigations Team'
   2. Post to Ergon Energy, PO Box 308, Rockhampton QLD 4700.

FAQs

For more information, read our FAQs.