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Making a claim

We are committed to providing safe and reliable energy services to our customers.

If you have experienced loss or damage because of Evoenergy’s business activities, you may be eligible to make a claim for compensation. We will endeavour to respond to all claims promptly and fairly.

Submit a claim

If you wish to submit a claim to Evoenergy, please fill out the claim form. You will need to provide details of the incident as well as details of loss or damage. To assist us in processing your claim, please include evidence of costs or damage incurred including any receipts, invoices, quotes, photographs, or reports to support your claim.

Submit a claim

Information on how to make a claim
Printable version

Compensation for losses or damages

We pay fair compensation for loss or damage that occurs as a direct result of Evoenergy’s negligence or breach of our obligations to you under your Deemed Standard Connection Contract (DSCC). We do not pay compensation for damage or loss which is not caused by our negligence or breach of the DSCC. This might include damage or loss caused by third parties or events outside Evoenergy’s control such as accidents, weather, vandalism or interference from vegetation or animals.

All claims are investigated and assessed on a case-by-case basis and any compensation offered by Evoenergy will reflect the fair and reasonable cost to repair the damage. It is Evoenergy’s policy to assess the replacement value of the claim taking into consideration the age and current resell value of the item being claimed.

Guaranteed Service Levels (GSLs)

We are committed to providing reliable and high-quality service to our customers. If we do not meet a Guaranteed Service Level, you may be eligible for compensation. Read more information on your rights and obligations.

  • Responding to your claim

    Depending on the nature of the claim, it may take up to 20 business days to receive an outcome. If you have any questions at any stage of the investigation, you can contact our claims team via email at claims@evoenergy.com.au

  • Appliance replacement

    Evoenergy does not replace appliances. If a claim is successful, Evoenergy will compensate you the current market value of appliances damaged due to our negligence or breach of DSCC. When estimating the market value of an appliance, Evoenergy will consider a range of factors, including the condition, age, make and model of the appliance. We do not replace new-for-old appliances.

  • Loss of food in an unplanned outage

    While Evoenergy makes reasonable efforts to maintain electricity supply, the National Electricity Retail Rules (NERR) Part 4 Division 6 and the Deemed Standard Connection Contract (DSCC) Clause 10.2. effectively means Evoenergy does not guarantee the supply of electricity at any time.

    Section 316 of the NERR and Section 8 of our DSCC preclude Evoenergy’s liability to you for any partial or total failure to supply energy to your premises unless we have acted in bad faith or negligently. This means if there is an unplanned outage that affects a premises and food is lost as a result, you may not be entitled to compensation.

  • Receiving a Guaranteed Service Level (GSL) rebate

    Evoenergy will automatically pay GSL rebates to eligible customers. Our systems record eligible customers at the end of the month, or in some cases, for cumulative GSL’s at the end of the financial year. GSL rebates are paid through your energy retailer and are applied as a credit on energy bills of eligible customers.

  • Contacting your insurance company

    We suggest you contact your insurance company directly for losses resulting from external causes or events beyond Evoenergy’s control. Your insurance provider may be able to reimburse you for your losses without investigation and will, in some cases, pay replacement value for damaged items. Should you require additional confirmation from us to lodge a claim with your insurer we will be happy to help.

  • Have your claim reconsidered

    If your claim was not accepted or finalised to your satisfaction, you may apply to have the claim reconsidered. An officer who has not been involved in making the original decision will undertake the reconsideration of your claim. This is to ensure that you will receive a fair and impartial reassessment of your claim. When the reconsideration is finalised, you will receive written advice for the outcome of the reconsideration and the reason for the decision.

    Submit the Application for Reconsideration form. It is important to indicate the basis upon why you believe the original claim decision was incorrect. Include any new information that may support your claim and as much relevant information as possible, and attach extra notes if required.

Claim form

Important note

  1. The issue and acceptance of this form does not constitute any admission of liability or fault by or on behalf of Evoenergy.
  2. You will need to provide evidence of costs that you have incurred.
Security Policy

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Read Evoenergy's privacy and security statement.

*Denotes mandatory field

Your details

Postal address
Contact details

Incident details

Claim details

List the items you would like to seek compensation for in the table below, along with the amount you believe they are worth. The total cost of items will be automatically calculated. Under the ‘claim item’ column, include the make, model and age of all appliances.

Please note Evoenergy will review the below items and assess the replacement value of the claim taking into consideration the age and current resell value of the item being claimed.

Claim item Amount   should be a positive number, and can be decimal, e.g. 59.68
  $0.00

Please include additional information that you consider important to your claim, such as copies of receipts, quotes or reports.

Attachment can be an Office document or PDF.
Attachment can be an Office document or PDF.
Attachment can be an Office document or PDF.
Attachment can be an Office document or PDF.
Attachment can be an Office document or PDF.

Statement

I / We acknowledge that:

  1. All information provided, and statements made, are truthful and accurate and no information likely to affect the outcome of this claim has been withheld.
  2. I / We acknowledge that Evoenergy will rely upon information supplied by me when determining this claim.
  3. The property or goods, which are subject to this claim, are owned by me/ us.
  4. I have not made a claim for this damage to anyone else (including any insurers), nor will I make such a claim, if I accept any payment or other benefit from Evoenergy in the settlement of this claim.

Important note

  1. The issue and acceptance of this form does not constitute any admission of liability or fault by or on behalf of Evoenergy.
  2. You will need to provide evidence of costs that you have incurred.

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