Damage claims
It's important to choose the scheme that best fits your situation. If your claim exceeds the maximum amount of the Small Claims Scheme or involves types of loss not covered by it, you may consider making a claim under our Negligence and Bad Faith Claims regime.
If you are covered by private insurance, you may also wish to consider making a claim through your insurer instead.
For most food spoilage, your insurer should be able to help you recover your loss.
Where the cause of your food spoilage is an event outside our control (e.g. storms, animals, vegetation, or other impact to our network) we are unable to compensate.
If your food has spoiled because your property has been damaged (i.e. fridge or freezer), you may be eligible for compensation.
Choosing the right scheme
Experiencing damage to your property due to power issues can be distressing. There are two distinct schemes to support customers that will cover many of these events:
- The Negligence and Bad Faith Claims regime and;
- The NERL Small Compensation Claims regime, also known as the Small Claims Scheme.
Click below to read more about these options to help you understand your rights and the steps to take if you're eligible for compensation.
Small Claims Scheme overview
The Small Claims Scheme is a streamlined process for small customers to claim compensation for property damage without the need to prove fault on the part of SA Power Networks. This scheme is applicable for certain types of voltage variations caused by failures in our electricity infrastructure, excluding incidents like natural events, third-party damages, or contact with fauna or flora.
Eligibility
- You are a 'small customer' (residential or small business consuming no more than 160 MWh annually).
- The damage is due to a 'claimable incident' as defined by the scheme.
- The claim amount is between $100 (minimum) and $15,000 (maximum).
Negligence or bad faith scheme overview
If you've suffered loss or damage due to an issue with your power supply and you believe it's due to our negligence or poor conduct, you may be eligible for compensation under this scheme. This includes incorrect actions or avoidable failures on our part. However, it's important to note that we cannot compensate for damage caused by factors outside our control, such as severe weather events or third-party interference.
Eligibility
Customers will need to provide proof that the damage was caused through negligence or bad faith by SA Power Network such as a report by an electrician.
We do not compensate for loss or damage caused by events or circumstances outside our control, including:
- Damage caused by you or by a fault on your electrical installation
- Impact on supply caused by a falling tree or part of a tree (unless the tree was located inside the prescribed clearance zone around powerlines)
- Interference by birds or animals
- Motor vehicles, farm machinery or excavators impacting our equipment
- Bushfires, or times where we disconnect the power to prevent a fire start
- Lightning, storms, wind-borne debris
- Events caused by pollution
- Power interruptions for planned work
- Any third-party interference to the power system.
How to make a claim
- Gather documentation
When you lodge a claim, we ask that you provide some information, including the time, date and address of the event leading to your claim, as well as any information regarding the costs of the damaged property. Where possible, please submit any reports you may have from qualified repairers that confirm the nature of the damage to the item. We may also need photographs of the damaged goods or equipment.
- Complete the claim form
Either complete the digital claims form online
Or
Download, print and return the hardcopy of the Claim Form (487KB PDF).
Return the form (and any documents that reasonably support your claim) by email to claims@sapowernetworks.com.au or by post to:
SA Power Networks
Claims Branch
GPO Box 77
Adelaide SA 5001
Keep any affected electrical and non-perishable items until your claim has been fully assessed.
What happens after I submit a claim?
Our Customer Resolutions team will contact you within five business days if we require further information. Otherwise, we aim to provide an outcome within 30 business days.
Need more help? Contact us on 13 12 61 during business hours or see our Contact Us page.