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Claims
Appliance Damage
Property Damage
Other
Extended Outages

Claims

Please select a claim option from below that is most applicable to you. 

Appliance Damage

If one of your appliances has been damaged due to a supply outage or unauthorised voltage variation (eg. power surge), you could be eligible for compensation.
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Property Damage

If you’ve experienced damage to your property, you could be eligible for compensation.
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Other

If you’ve experienced other losses, you believe Jemena contributed to, you could be eligible for compensation.
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Insurance Letter

If you’re considering making a claim under your own insurance policy, we may be able to provide you with a letter about the incident.
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Extended Electricity Outages & Guaranteed Service Levels

Guaranteed Service Level (GSL) payments

If we do not meet the service standards for supply restoration or reliability, you may be eligible for a guaranteed service level (GSL) payment. These payments are based on the number of outages you experienced or how much time you were without electricity in a year
 
Our Customer Charter details our guaranteed service levels and the GSL payments.
 
GSL payments are issued automatically by your distributor (Jemena) via your retailer, and applied as a credit to your electricity bill every quarter. You will not have to do anything to receive an eligible GSL as it will appear automatically on your bill.
 
The method and timeframe for payment, along with information about the data used to calculate the payment amount, are outlined in the Electricity Distribution Code of Practice.
 
For more information, read the Compensation Fact Sheet.

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