Customers who have experienced interruptions to their supply frequently or for extended periods of time may be eligible to claim compensation from Endeavour Energy
Customer Service Standards for reliability
Our Customer Service Standards for reliability require us to compensate our eligible customers who experience too many supply interruptions within the financial year or if your supply has been interrupted for too long. Endeavour Energy customers are encouraged to reach out and submit a CSS claim via our contact centre or the below form if you believe you may be eligible for a one-off payment.
Eligibility
Interruption Frequency Standard
The interruption Frequency standard is the maximum number of supply interruptions you should experience in a financial year. Depending upon where your premises are located a different standard will apply.
Metropolitan Area
- Four interruptions (each interruption must be for a duration of 4 hours or more)
Non-Metropolitan Area
- Four interruptions (each interruption must be for a duration of 5 hours or more)
Interruption Duration Standard
The Interruption Duration Standard is the maximum duration of any supply interruptions you should experience. Depending upon where your premises are located a different standard will apply as set out in the table below.
Metropolitan Area
- Twelve hours
Non-Metropolitan Area
- Fourteen hours
Do these standards apply to all interruptions?
The Customer Service Standards apply to avoidable supply interruptions. There are sometimes interruptions outside of Endeavour Energy’s control. Some outages will not be included when assessing a claim for compensation. The following interruptions will not be included:
Planned interruptions
- Outages carried out to benefit the community and where prior notification has been given.
Natural disasters
- Outages within a region in which a declared natural disaster has occurred.
Third-party actions
- Outages caused by vehicle incidents, vandalism, animal interference etc.
Weather events
- Outages caused by thunderstorms, severe weather, wind or tree interference.
External Causes
- Outages caused by direction of an emergency service organisation.
- Interruptions on the transmission network oi shortfalls in generation.
How do I make a claim?
If you believe you are eligible for compensation, call us on 133 718 and advise us of the details of your claim.
Claims in relation to the Interruption Frequency Standard must be made within three months of the end of the financial year to which the interruptions relate. Claims in relation to the Interruption Duration Standard must be made within three months of the interruption.
We will investigate and determine your claim and advise you of the outcome in writing within one month of receiving your claim. Where a claim is not eligible, we will provide reasons for our decision.