Submit a claim

Important information

• Compensation available to you

  United Energy, alongside all Distributors in Victoria, assess claims in line with the Electricity Distribution Code of Practice, Schedule 4.

  Compensation you may be entitled to is offered for direct property damage and does not extend to cover consequential loss.

  Consequential losses refer to losses that aren’t directly related to an unauthorised voltage variation, including business and food loss.

  Business customers are required to confirm they have reasonable protection in place in the event of a voltage variation.

  How is compensation value worked out?

  Where direct property damage occurs, compensation will be offered for the repair or replacement value of an appliance.

  Where replacement value is offered, we’ll offer like for like (market value) compensation.

  Unlike an insurance company that offers new for old, we’ll pay for the value of the item at the time of the damage.

  Formula

  The Amount Claimed is divided by its Expected Lifespan, in years. This equals a Yearly Value.

  The Yearly Value is then multiplied by Remaining Lifespan, in years. This equals the Compensation Value.
  

  Step through example: a 4-year-old fridge

  1. A four-year-old fridge Amount Claimed is $900. The expected lifespan of the fridge is 12 years
  2. The Amount Claimed of $900 divided by Expected Lifespan of 12 (years) equals $75
  3. The Expected Lifespan (12) minus its age (4) equals eight. This is its Remaining Lifespan
  4. The Yearly Value of $75 multiplied by its Remaining Lifespan (8) equals $600.

  For information on the Claims Process, download the Claims Compensation Fact Sheet.

• Difference between Voltage Variations and Power Outages

  While we endeavour to supply a reliable and safe supply, the supply of electricity can be interrupted due to a range of causes. Animals, weather and impact to the power lines or power poles can interrupt electricity supply.
  

  Voltage variations

  Damage can occur to your appliances due to voltage variations. Claims made for this damage will be assessed as per Electricity Distribution Code of Practice, Schedule 4, Voltage Variation Compensation.
  
  As your electrical distributor, we are obligated to provide a quality supply of electricity as per the Distribution Code.
  
  Quality supply means providing voltage within the levels set by the Essential Services Commission.

  Voltage variations can occur during:

  • A power surge – rapid increase in voltage above the set levels
  • A brown out – reduced voltage below the set levels.

  Power outages

  Power outages are characterised when the supply goes off and on, however remains within the acceptable voltage parameters.
  
  Damage to your property due to power outages are typically not covered by the Electricity Distribution Code of Practice, Schedule 4.
  
  For information on the Claims Process, download the Claims Compensation Fact Sheet.

• Claims for damages other than appliance damage

  Occasionally, accidental damage may occur involving our employees or equipment.

  These damages will be investigated by our claims team and where it’s appropriate, compensation will be offered.

• Additional information for business customers

  As part of providing a reliable electricity supply, we work hard to maintain and upgrade the network to better serve our customers.

  We acknowledge there are times when power outages or voltage variations can affect a customer’s experience.

  For these times, there are reasonable precautions that businesses can take to protect their equipment, and to improve their ability to manage in the event of an outage.

  Common precautions include:

  • Surge Protectors
  • Uninterruptible Power Supplies (UPS)
  • Back up generators

  We recommend you do a risk assessment and speak to a Registered Electrical Contractor (REC) about these precautions. Or in the case of Uninterruptable Power Supplies (UPS), contact a specialist IT service provider.

  For a full list of recommended business precautions, visit our Power Quality page.

• What if this claims process isn't right for me?

  In the case when damages are not covered under the Schedule or compensation was denied, you may seek to claim through your insurance company or insurance policy.

  We can provide you with an insurance letter to assist with your claim.

  Choose ‘request an insurance letter’ in myEnergy and we will email you the letter within 5 business days.