14 Apr 2023
On 20 January 2023 approximately 80 customers in Farrer were impacted by a power surge which caused varying amounts of damage to household appliances. Crews and a senior customer representative were on site on the day to restore power and speak to affected customers.
The cause of the power surge was determined to be a failed neutral connection on a pole-mounted transformer.
To date, Evoenergy has received 70 claims for compensation, with the average household claim being approximately $6000.
Evoenergy acknowledges the concerns of customers about delays with the processing of claims and is committed to improving its process to ensure more timely resolution of claims.
“Quite simply, we need to and will do better,” said Chief Executive Officer of Evoenergy, John Knox.
“I would like to apologise to customers who have been inconvenienced by this process and feel unsupported by Evoenergy. Our absolute priority is to get the majority of these claims finalised and paid within the week. We have taken active steps to contact all affected customers and I encourage anyone who has not yet made a claim to do so as soon as possible. I encourage anyone with questions or concerns to contact Bronwen Butterfield, Group Manager Customer Delivery on 0475 819 316 or bronwen.butterfield@evoenergy.com.au.”
Mr Knox also said Evoenergy would be conducting a thorough review of their processes to determine how improvements can be made to the support provided to customers affected by incidents of this nature and to prevent them from happening again.
“I would also like to take the opportunity to reassure the community that our network is one of the most reliable in the country and this type of incident is uncommon. We continue to review our asset inspection program to ensure the safety and reliability of our network.”
For further media information only:
0414 515 359
media@evoenergy.com.au