Making a claim for compensation

Contents If you have experienced property or How do I make a claim? appliance damage as a result of an Standard connection contracts Contact the network operator and outage, voltage fluctuations, sewer ask them whether they will consider How do I make a claim? overflow, burst water main or any other your claim. If they agree to review your energy or water supply problem, you Offers of settlement claim, they may ask you to complete a may be able to claim compensation form and provide details such as: If your claim is unsucessfull from the network operator. • the exact date and time you noticed EWON investigations process Generally network operators won’t the problem pay compensation for loss of trade Dealing with supply interruptions • an outline of what you observed or business profit, and they may refer during the event Rebates for electricity outages you to your insurer. Business operators • a description of the damage to your should ensure they have appropriate property or any losses you have insurance to cover such losses. incurred Standard connection • a repairer’s report about the damage and any repair quotes or contracts receipts Energy and water network operators If your property is insured, you can supply customers under the terms of contact your insurer to discuss the a standard connection contract. This situation. contract automatically comes into effect when you connect or use energy You should keep records of any or water. contact you have with your insurer and/or the network operator, in case Generally, the contracts state that: a dispute arises. • network operators do not guarantee an uninterrupted or faultless supply Offers of settlement • some events are a normal part of A network operator may offer to the operation of the network (eg settle your claim for customer service network protection operations reasons, without admitting liability. which cut supply when faults occur) They may offer to pay your claim in Based on the standard connection part or in full. About EWON contract, a network operator may deny If your claim relates to a damaged The Energy & Water Ombudsman NSW your claim if they consider an event appliance, the amount they offer may (EWON) provides an independent was out of their reasonable control. not reflect ‘new for old’ replacement. way of resolving customer complaints Such events may include severe For example, if the damaged about all electricity and gas suppliers storms, lightning strikes or wildlife appliance was five years old, they may in and some water contact with overhead lines. offer you an amount equivalent to its suppliers. Our service is free, fair and If the network operator decides not to depreciated value. independent. pay your claim, they should provide Contact EWON you with the reasons for their decision If your claim is unsuccessful in writing. FREECALL 1800 246 545* If the network operator has denied Mon-Fri, 9am-5pm your claim you can contact EWON. FREEFAX 1800 812 291 EWON can review whether the FREEPOST Reply Paid 86550 network operator’s decision is South NSW 1234 reasonable in the circumstances. INTERPRETER 131 450 If your insurance company has TTY/VOICE 133 677 denied your claim, you may be able EMAIL [email protected] to make a complaint to the Financial WEBSITE www.ewon.com.au Ombudsman Service, phone 1300 780 808 or visit www.fos.org.au. *If you are calling from a mobile phone, let us know and we will call you back.

Revised: February 2014

ABN: 21 079 718 915 Stock No: 1246-0511 Making a claim for compensation

EWON investigations process Investigations take time You can also ensure that Claims are often complex matters to • appliances or devices at your Firstly, EWON will ask the network investigate. It may take several months property meet with Australian operator whether they want to for EWON to complete a thorough Safety Standards reconsider their decision. If they investigation. We will keep you • you employ licensed trades persons stand by their initial decision not to informed of the progress of our pay, we will investigate. investigation. Rebates for electricity In our investigation we will review: outages • the information you provided to the Getting someone else to review your claim The network operators in NSW network operator about your claim have to comply with reliability and You can speak to a lawyer or seek • the network operator’s records of performance standards. These expert advice about your claim at any the event standards detail the maximum number time. However, EWON is not able to • whether the event was reasonably and duration of interruptions in city investigate your claim if you: within the network operator’s and rural areas. If the interruptions • commence legal action, or control in your area exceed this, you may • have applied to have your claim • if the event impacted other be entitled to a rebate. Events that heard at the Consumer, Trader & households or businesses are outside the network operator’s Tenancy Tribunal • your repairer’s report on their reasonable control are excluded in inspection of the appliance(s) For legal help or a referral, contact rebate eligibility. (EWON is not able to investigate LawAccess NSW on 1300 888 529 or Note that the applications for the your claim without a repairer’s visit www.lawaccess.nsw.gov.au. rebate must be made within a inspection report) Dealing with supply specified period. For information • any relevant industry codes or on the rebate contact your network standards interruptions operator. • the laws covering supply to your If you have experienced a power property outage, unplug your appliances • expert advice, if required before your supply is returned. NSW NETWORK OPERATOR At the end of our investigation, if You can prepare for supply TELEPHONE CONTACTS: EWON considers it reasonable for the interruptions by considering: network operator to pay all or part • electronic data back up : 131 535 of your claim we will ask the network • contents insurance which offers operator to do so. If we conclude ‘new for old’ replacement of Endeavour Energy: 131 081 their decision not to pay your claim appliances was reasonable, we will explain this in • business insurance which covers : 132 391 writing. loss of trade or business profit Generally, EWON is not able to • protective devices such as surge investigate claims for economic loss protectors or uninterruptible power (eg loss of trade, loss of business supplies profit). • phase fail relay protection for equipment operating on 3-phase supply

Tips for resolving complaints

If you have a problem with If the call centre staff can’t If the problem isn’t fixed, 1 your supplier, contact 2 help you, ask to speak to a 3 contact EWON on freecall them first and explain your supervisor. 1800 246 545 or visit situation. Keep records of www.ewon.com.au to make letters, names, times and a complaint. dates.