Ms X had a power outage that lasted almost two days. The outage happened during a severe storm. She submitted a claim form to the distributor seeking compensation for spoilt food in her fridge worth $595. She said this was a low estimation of her loss. The distributor responded with an offer of $300. Ms X was unhappy with this and contacted EWOV.
As an Assisted Referral did not resolve the matter, EWOV started an Investigation. We investigated the circumstances of the outage and how Ms X calculated and substantiated her loss.
The distributor reviewed Ms X’s claim, and after receiving documents to show her loss (including supermarket receipts) paid $650 in compensation for food lost during the power outage.
Ms X was also entitled to a Guaranteed Service Level payment of $180, due to the frequency and duration of the power outages to her property.
The distributor advised that the frequent outages were due to a ‘clashing of the low voltage conductors’. It fixed the issue by placing ‘spreaders’ on sections of the low voltage conductors. It also completed a ‘phase change’ to improve the power quality.