customer claims
Voltage Variations and Claims
The quality and frequency of your power, and the continuity of supply, can be affected by a number of factors outside your distributor's control. Interruptions and fluctuations may cause damage to your electrical equipment and, in some serious but uncommon cases, can cause fires. Accordingly, you should consider taking steps to protect your equipment, or to provide a back up supply if continuity is essential.
If your appliances or equipment do suffer damage as a result of a voltage variation, you may submit a claim. Claims forms are available from our website or from your retailer. If your claim meets the guideline (PDF) (139kb) issued by the Essential Services Commission , United Energy Distribution will compensate you in accordance with that guideline. If you are not entitled to full compensation under that guideline, United Energy Distribution will consider your claim in accordance with any other applicable law.
We suggest you consider installing surge protection equipment to help protect your premises and assets. Business customers, in particular, are obliged to take reasonable precautions to minimise the risk of loss or damage to their business (including equipment and premises) which may result from voltage variations. Interpretation of "reasonable precautions' and 'consequential loss' (Nov. 2004)
If you would like further information, a registered electrical contractor or manufacturer should be able to provide advice as to which products are suitable for your needs.
Claims Process
Compensation for damage
United Energy Distribution's services are regulated by electricity codes, guidelines, government acts and regulations. If you believe you may have appliances or equipment damage from a power incident or voltage variation, you are requested to complete a Customer Claim Form.
You have a choice to either lodge a claim with United Energy Distribution who will follow the guidelines issued by the Essential Services Commission (Voltage Variation Section 11), or to lodge a claim with your insurer. United Energy Distribution will compensate applicable claims on the basis of reasonable repair costs or fair market value for replacement, at its discretion. United Energy Distribution does not provide compensation on a new for old basis; in such a case you may wish to consult with your own insurance agent.
Should your insurance company require written confirmation of the details of the incident leading to the claim from United Energy Distribution, please send your request in writing to the address stated below or by facsimile on 1800 042 966 or email on customerrelations@ue.com.au.
Lodging a claim
- Print out and complete the Customer Claim Form
- Attach repair documents, receipts, written quotes or other supporting information
- Mail to
United Energy
Claims Department
P.O. Box 449
Mount Waverley, Victoria, 3149
United Energy receiving your claim
- Upon receipt of your claim, an acknowledgement letter will be forwarded to you by our Claims Department.
- United Energy will investigate the claim and determine whether it is willing to meet the claim. Please note, payment of the claim is not necessarily an acceptance of liability by United Energy. We aim for a resolution of a claim within four weeks
- If you have any further queries relating to United Energy claims procedures, please email Customer Relations
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