Making a claim for electrical contractor fees
Before attending a customer’s premises to investigate a hot water supply issue, electrical contractors should confirm if the customer has contacted Ergon Energy Network. If the customer has not yet reached out to us, they must do so first.
If Ergon Energy Network authorises attendance of an electrical contractor for a hot water (Cold Water) network fault investigation, we will provide the customer with a unique reference number. This unique reference number is essential and must be included in any reimbursement submissions made via the electrical contractor portal.
From 1 October 2025, we will not approve or process any reimbursement requests that do not include this site-specific reference number.
PLEASE NOTE: All reimbursement requests will be capped at a maximum of $250 per reimbursement request.
Making an approved claim
We can pay reasonable charges (up to $250) for work done by a licensed electrical contractor if there's been:
- Approval by Ergon Energy Network to the customer and provision of the unique and instance specific reference number
- Loss of supply to a customer's hot water system caused by a fault with our equipment that supplies power to the hot water system.
We can reimburse for work that directly relates to an Ergon Energy Network fault. Reasonable charges include a standard call out fee and, where applicable, standard hourly rates for work completed.
Documents to support your claim
To help us assess your request, please give us a tax invoice to confirm the type and value of your claim, and include the service order number or fault call number on the invoice.
How to submit a claim
You can submit your claim in two ways:
- Make an online claim via the Electrical Partners Portal
- Fax or post your claim with a covering letter, including all the information listed above, and a tax invoice attached:
- Fax to (07) 4932 7124 marked 'Attention Claims'
- Post to Ergon Energy, PO Box 308, Rockhampton QLD 4700.
FAQs
For more information, read our FAQs.