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General Enquiries & Complaints
For all your general enquiries & complaints for electricity or gas supply
(9am-5pm, Monday to Friday)
csc@ausnetservices.com.au
1300 360 795
Post
Locked Bag 14051
Melbourne City Mail Centre
Melbourne VIC 8001
Head Office
Level 31, 2 Southbank Boulevard
Southbank VIC 3006
Australia
Faults & Emergencies
(24 hours a day, 7 days a week)
Electricity
Phone: 13 17 99
Email: faultsinfoline@ausnetservices.com.au
Gas
Phone: 13 67 07
Email: faultsinfoline@ausnetservices.com.au
Streetlight Faults
Email: streetlight@ausnetservices.com.au
Media Enquiries
For all media enquiries from journalists and media outlets (24 hours a day, 7 days a week).
Phone: (+61) 3 9483 0989
Please note: The AusNet Services media team does not have access to customer records, so is unable to respond to customer enquiries.
Please note: the form below should not be used to report a fault or emergency. Please use our 24/7 fault lines listed above to report a fault or emergency. Enquires submitted via this form are only monitored during business hours.
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Faults & Emergencies
Safety is our first priority - please report faults to us.
(24 hours a day, 7 days a week)
ElectricityPhone: 13 17 99
Email: faultsinfoline@ausnetservices.com.au
Gas
Phone: 13 67 07
Email: faultsinfoline@ausnetservices.com.au
Streetlight Faults
Email: streetlight@ausnetservices.com.au
Other emergency contacts
- Police, Fire, Ambulance - 000
- State Emergency Services (SES) - 132 500
- Energy Safe Victoria also provides guidance on safety, call 1800 069 588 for information or visit their website
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Supply Interruptions
We're working hard to keep things running smoothly! Call us with your electricity or gas planned interruption enquiry.
Electricity Planned Interruptions
Phone: 1300 362 026
To keep up-to-date with any planned outages, please check AusNet Services' Outage map.
Gas Planned Interruptions
Phone: 13 67 07
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Metering data web portal enquiries
Eligible customers have access to myHomeEnergy portal and the Electricity Metering Data Requests site designed to assist with accessing and monitoring your electricity use and costs. Please select below the most appropriate tool to match your needs.
myHomeEnergy
myHomeEnergy is a free web portal that provides eligible customers in AusNet Services' electricity distribution network with access to their electricity consumption data*.
This tool is designed to assist customers to view their everyday electricity usage in a graphical way and in monitoring their energy usage costs.
The electricity consumption data accessible through myHomeEnergy is from your smart meter, which provides your electricity usage in half-hour intervals. This information is typically updated four times a day.
AusNet Services' residential and small business customers can register for myHomeEnergy by accessing the online portal here.
*Please note that this data cannot be used in any online energy comparison tools.
If you have any questions about the myHomeEnergy portal, please contact the customer service team at applications@myHomeEnergy.com.au.
Electricity Metering Data Requests site
AusNet Services residential customers, small business customers or a registered customer authorised representative, can request their smart meter data file that can help you understand your energy usage.
This new site provides you with smart metering data that can be used in energy management tools, including the Victorian Energy Compare website, to help you find the best plan to match your energy use.
To request your data, please register online here.
If you have any questions about Electricity Metering Data Requests, please contact the customer service team at meterdata@ausnetservices.com.au
In Home Device Connection
If you are an eligible AusNet Services customer, you may request that the AusNet Services electricity meter at your home be enabled to permit a connection with a ZigBee° Certified and Zigbee° Smart Energy Profile (SEP) in-home device. In home devices can be used to link appliances, or to assist you to better access and monitor your electricity consumption, which may help you better manage your energy usage.
Please note: If you are currently a myHomeEnergy user your myHomeEnergy access will cease upon the connection of your In Home Device.
You can submit a request to AusNet Services for your electricity meter by accessing the online portal.
ZigBee° is a registered trademark of The Zigbee Alliance, Inc.
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Investor Enquiries
For all shareholder queries from investors or prospective investors
Email
investor.enquiries@ausnetservices.com.au
Post
AusNet Services
Locked Bag 14051
Melbourne City Mail Centre
Melbourne VIC 8001
For information, contact Computershare:
Computershare is AusNet Services' security registrar, responsible for maintaining an up-to-date register of shareholders and providing shareholder services: distrbution payments, issuing statutory documents, etc.
Postal address: GPO Box 2975, Melbourne, Victoria 3000, Australia
Telephone: 1300 850 505 (within Australia) +61 3 9415 4000 (outside of Australia)
Facsimile: +61 3 9473 2500
Web: www.computershare.com.au
Web Queries: web.queries@computershare.com.au
Singapore shareholders who have general enquiries about their holdings in AusNet Services can contact Singapore Stock Exchange's Customer Service Hotline on (65) 6535 7511 or via email at cdp@sgx.com. -
Media Enquiries
For all media enquiries from journalists and media outlets (24 hours a day, 7 days a week).
Phone: (+61) 3 9483 0989Please note: The AusNet Services media team does not have access to customer records, so is unable to respond to customer enquiries.
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Complaints & Claims
We are always keen to receive your feedback or resolve any concerns you may have.
Phone
1300 360 795Email
Post
Locked Bag 14051
Melbourne City Mail Centre
Melbourne VIC 8001Online
Complaints
We manage all complaints in accordance with the principles of the International Standard ISO 10002 and our Customer Complaint and Dispute Resolution Policy.AusNet Services will endeavour to contact you within 2 business days of receiving of your complaint.Customers may wish to contact the office of the Energy and Water Ombudsman of Victoria (EWOV) at any stage of their enquiry, on 1800 500 509 or ewovinfo@ewov.com.au .Claims
We are committed to ensuring that our valued customers enjoy a safe and reliable electricity supply, however unexpected events can result in a variation in voltage, involving damage to our network and disruption to your electricity supply. Damage may then occur to your electrical appliances or equipment. Common causes of these incidents, often referred to as ‘power surges,’ are vehicles striking poles, storms, lightning strikes and animal or bird activity.
For claims arising from incidents considered beyond AusNet Services' control, it is suggested customers contact their insurance company in the first instance as these claims may be rejected. AusNet Services' will issue letters for insurance companies upon request and will consider reimbursing reasonable excess amounts.
AusNet Services energy delivery is regulated by industry codes, rules and common law. If you suffer loss, you are entitled to claim compensation from us.
To access a claim form:
- contact us to get a claim form, explanatory note and reply paid envelope sent to you within two business days, or
- download an online version of the claim form
Please ensure that you fill in all required information and attach the "originals" of your repair quotations (or receipts for repair, if you have chosen to have your repairs done). If you are claiming for other losses, please attach appropriate documentary evidence to substantiate your loss. Photographs are also particularly useful in the assessment and processing of claims.
If the claim form is not fully and properly completed or the required original documents are not attached, the handling of your claim will be delayed.Eligibility
In order to be eligible for compensation for damage to electrical appliances or equipment under the Voltage Variation Guidelines:- Customers are asked to complete the claim form and provide the original of quotations for repairs or the original of accounts, if you have chosen to have repairs completed, before lodging your claim.
- Your annual consumption of electricity must be less than 160 megawatt hours of electricity (around $20,000).
- Damage to your property must have resulted from a voltage variation outside the limits prescribed by the Electricity Distribution Code.
In common with other electricity utilities, our standard terms of supply do not and cannot guarantee uninterrupted supply. Occasionally incidents on the system, beyond reasonable prevention by us, will result in power interruptions.
Please note that all supply restoration times provided are given in good faith at the time of delivery but are always estimates only and are subject to alteration as further updates and information becomes available from our crews in the field.
Under these circumstances, claims for food loss will not be accepted. AusNet Services will provide letters for insurance companies upon request.
You may also wish to familiarise yourself with the Voltage Variation Guidelines before submitting your claim, so that you fully understand your rights and responsibilities and those of AusNet Services.We are not obliged to compensate customers for consequential losses that arise from damage to appliances or equipment (eg. loss of profits, wages, goodwill etc.), or to offer settlement on the basis of “new” for “old”.
In some cases, we may not be able to confirm that an incident has occurred on our network affecting your premises. In this event, we will request that you provide a written statement from a suitably qualified person confirming that the damaged item has been inspected and that the damage is consistent with a voltage variation from AusNet Services' assets.
Compensation is not provided on the basis of an admission of legal liability. If, after investigation, we are unable to accept your claim, we will explain our decision in writing.Submitting a Claim
We aim to ensure that our claim process is as easy as possible for our customers and you can assist this process by following the advice on the claim form and covering letter. If you need advice, please contact us on 1300 360 795.
Return the claim form and attachments in the ‘reply paid’ envelope (where provided) or alternatively send your claim to us at the following address:
AusNet Services
Customer Resolutions Manager
Locked Bag 14051
Melbourne City Mail CentreMelbourne VIC 8001
We will acknowledge receipt of your claim and advise you of your Claim Number and the direct contact number for the Claims Consultant managing your claim. Each claim is thoroughly investigated and this may involve inspection of damaged items or discussions with yourself or your repairer/s.Please DO NOT dispose of any damaged / appliances equipment until your claim is resolved as we may need to carry out an inspection.If after contacting us, you believe your issue has not been satisfactorily resolved, you can contact the Energy and Water Ombudsman (Victoria) on 1800 500 509 (or 1800 500 529 for hearing impaired customers).
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SMS Messages
If you would like to receive updates from AusNet Services via SMS to your mobile number , including power outage restoration information and updates, please ensure your electricity retailer (the company that bills you) has your mobile number.
If you would like to opt out of receiving SMS messages from AusNet Services, you can do this by texting STOP to 0409 709 091; or by emailing your NMI number (which can be found on your electricity bill) and mobile number to sms@ausnetservices.com.au requesting to be removed from our texting list.