Customer Claims

Find out about claims and whether you are eligible for one


Voltage variations and claims

In the rare occurrence of damage to property as a result of a voltage variation, you have a choice to either:

a) Lodge a claim with us and we will follow the appropriate guidelines.
b) Lodge a claim with your insurer.

To claim with us, you are welcome to submit a claim form by following the steps below. If you lodge a claim with your insurance agent and require written confirmation of the details of the incident, please send your request in writing to us by facsimile on 03 8846 9999, via the form below or via post at:

United Energy
Claims Department
PO Box 449
Mount Waverley VIC 3149

Claims process

Our services are regulated by electricity codes, guidelines, government acts and regulations. If you wish to lodge a claim with us for property damaged by an electricity incident or voltage variation, we ask you to complete a Customer claim form.

If your claim meets the appropriate guidelines (UE small compensation claims 2012), we will compensate you, and if it is deemed you are not entitled to the full compensation, we will consider your claim in accordance with any other applicable law.

It is important to note that we will compensate applicable claims on the basis of reasonable repair costs or fair market value for replacement. As we are not an insurance agent, we do not provide compensation on a new-for-old basis.

To lodge a claim you can download the Customer Claim Form from our Document Centre.

Claims due to Voltage Varitation

United Energy will assess all claims submitted to United Energy relating to a voltage variation event in accordance with the Electricity Industry Guideline No. 11- Voltage Variation Compensation issued by the Essential Services Commission (ESC).
A copy of the guideline is available on request; or can be viewed on the Essential Services Commission’s website: www.esc.vic.gov.au.

In accordance with the Guidelines;
a) Claimed damage to electrical items must be consistent with that of an incoming power supply variation and not as a result of a mechanical defect or natural wear and tear.
b) In assessing the quantum of any voltage variation claim, United Energy will only consider assessments, invoices or receipts, from qualified and registered repairers, written on official company letterhead with the relevant ABN and contact details.
c) Business customers should note:

  1. The ESC’s requirement on business customers to take reasonable precautions to minimise the risk of loss or damage to their business’s including, without limitation, its equipment and premises which may result from voltage variations. A detail of electrical protection in place prior to the date of the incident is required to be submitted with your claim file;
  2. Under the Guidelines, losses of a consequential nature are not compensable (i.e. business loss, wages, etc.)

d) United Energy does not offer ‘new for old’ replacement of goods. In circumstances where an appliance is damaged beyond economical repair, (as documented by a qualified and registered repairer) United Energy may offer compensation to reflect the market value of the appliance in working order. Our market value calculation is: a ÷ b x c = market value where:

a = anticipated life (years) remaining
b = anticipated life (years) total for that type of appliance
c = $ of current equivalent

It may be to your advantage to contact your insurer, as they may be better placed to offer a higher level of compensation.

United Energy does not have its own assessors or repairers. It is your responsibility to arrange repairs or obtain repair quotes. Any costs incurred will be your responsibility until a full assessment of your claim has occurred.

Please do not dispose of any damaged appliance until such time as your claim has been assessed, as an inspection may be required.

United Energy may be unable to accept responsibility for claims that are a result of causes outside of its control.

Please be advised that:

  • United Energy’s issuance of this form to you does not constitute and should not be relied upon as constituting any admission of liability by United Energy to any of the matters alleged by you.
  • To expedite United Energy’s review of your claim, please ensure you provide sufficient evidence in support of your claim noting United Energy’s investigations will not commence until all such information is received.
  • The following Online Claim Form will not function using any version of Internet Explorer, please use another browser such as Chrome or Fire Fox.

Your Details

Title:

First Name:

Last Name:

You are claiming as:

Supply Address (where incident occured):






NMI (National Meter Identifier) or Meter Number if known:
(NMI is located on your Electricity Bill. 11 digit number starting with 6407,6408 or VEEE)

Postal Address (if different to address above):






Phone number:

Email address:

Incident Details

Date of incident:

Tell us what happened:

Particulars of Claim

Having regard to the matters set out above, including the evidentiary requirements, please provide details (including documentation) in support of your claim.


Make Model Age of item(years) Original purchase price Quote/ Invoice/ Report attached? Amount Claimed
1.
Item claimed
2.
Item claimed
3.
Item claimed
4.
Item claimed
5.
Item claimed
6.
Item claimed
7.
Item claimed
8.
Item claimed
9.
Item claimed
10.
Item claimed

Item 1.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Item 2.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Item 3.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Item 4.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Item 5.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Item 6.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Item 7.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Item 8.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Item 9.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Item 10.

Item claimed
Make
Model
Age of item (years)
Original purchase price
Quote/ Invoice/ Report attached?
Amount Claimed

Please attach evidence of claim, as well as any original purchase receipts you might have.

Attach File (jpg, png or gif):


Declaration

(Please read carefully)

By submitting this form, you acknowledge that:

  • United Energy will process your claim in accordance with the Electricity Industry Guideline No.11 – Voltage Variation Compensation issued by the Essential Services Commission. Upon request, a copy of this guideline can be sent to you, or you can view it on the Essential Services Commission’s website: www.esc.vic.gov.au
  • By signing the claim form, you acknowledge the information you have been provided is true and accurate. Your claim may be refused if information is deemed untrue or incorrect.
  • Delays may occur in processing your claim if insufficient evidence has been submitted.
  • You are the owner of all the damaged property identified in this form and no-one else can make a claim against United Energy for damage caused to this property.
  • In submitting this form, you will co-operate with United Energy and provide reasonable access to, and co-operate with United Energy’s authorised independent assessors, or any other third party who United Energy may engage in relation to your claim
  • Personal information collected on this form will be used to process and administer your claim.
  • Your personal information may also be shared with our contracted service providers or third parties (e.g. repairer/assessor) for that purpose, and that you consent to this disclosure.
  • The claim process may also involve the collection of additional personal information regarding the claim from a third party (i.e. repairer/assessor) and that you consent to this collection and disclosure.
  • Your personal, information may be contained in reports commissioned by United Energy to process your claim. These reports are the sole property of United Energy.
  • Full details on how your personal information (including sensitive) may be used, handled or disclosed by us and how you may request access to your personal information is contained in our Privacy Policy at https://unitedenergy.azurewebsites.net/privacy/
  • United Energy reserves its right at law.

I acknowledge the declaration above

I am aware that I must attach at least one piece of evidence of my claim

Claim Forms

You can view and download documents and forms relating to claims here.