Electrical contractor fee claims

Before you contact an electrical contractor, please call our fault hotline on 13 22 96 (24/7) if you experience a loss of power supply or a hot water issue (cold water) issue at your premises.

We'll assess the fault and send crews to your premises if the fault looks to be related to our network supply.

If we believe it's not related to our network supply, we'll advise you to engage an electrical contractor to investigate the issue at your premises.

How fees can be claimed

If we have provided you with an approval number for an Electrical Contractor to investigate a hot water (cold water) issue and the fault is confirmed to be on our network, the contractor will not charge you.

The Electrical Contractor will submit a claim for their fees through our Portal. It is not your responsibility to submit this claim.

Electrical Contractors are only eligible to claim fees that have been previously approved for hot water (cold water) call outs where we have specifically requested them to attend on our behalf.

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

Important: If no approval number has been provided and you engage an Electrical Contractor before calling us, or if the fault is not found to be related to our network or assets, you will be responsible for paying the contractor’s invoice in full.

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 be reviewed if the invoice total is above the cap amount
• If the invoice exceeds the $250 cap, you may incur out-of-pocket costs. We will only contribute up to $250 (excluding GST) if you're eligible.

Further information

For more information, read our FAQs.