Guideline 11: Electricity Industry - Voltage Variation Compensation

Note regarding recent power outages due to June storm event

Prolonged power outage payment 

The Victorian government has announced a Prolonged Power Outage Payment for households still without power as at Thursday 17 June. 

Payments will be administered by AusNet Services who will be directly contacting customers eligible for the payments. More information can be found on AusNet Service’s website.

Find more general information on customer payments for energy outages here.

Guideline 11: Electricity Industry - Voltage Variation Compensation

This guideline relates to clause 4.2.7 of the Electricity Distribution Code. It specifically refers to unauthorised voltage variations that affect an electrical installation where the aggregate consumption of electricity (taken from the relevant customer’s point of supply) is (or is reasonably expected to be) less than 160 megawatt hours in any year.

By paying compensation to a person in accordance with this guideline, a distributor aligns with good customer service principles and achieves an efficient allocation of risk. These considerations underpin this guideline.

A person’s other rights in relation to an unauthorised voltage variation are not affected by this guideline.

Contact the Energy and Water Ombudsman if a distributor has disputed a claim for compensation in a way that doesn't align with this guideline.

This guideline applies in relation to any compensation claim or complaint due to an unauthorised voltage variation occurring on or after 1 January 2001 and not settled by 1 April 2001.

Our Voltage Variation Compensation Interpretations document provides advice to the Energy and Water Ombudsman (Victoria) Ltd.(EWOV) about the meanings of consequential loss and reasonable precautions.