Fault Response Service

EA Networks provides a 24/7 fault dispatch service, responding to outages promptly to minimise downtime and ensure qualified personnel handle all necessary repairs. To report a fault, call 0800 430 460 at any time.

Our approach to managing fault call-outs

• Obligation to check supply: We will attend and check the supply free of charge.
• First point of call: We aim to be the recommended first point of contact for customers experiencing an outage or loss of supply.
• Fair allocation of costs: Charges apply only where the fault is outside EA Networks' responsibility, or where the call-out was reasonably avoidable. All charges are reviewed before being issued.
• Consistent decision-making: Similar situations are assessed consistently using clear guidance.
• Transparent process: Our fault response and charging process is published below, so customers understand how fault call-outs are managed.
• Efficient use of resources: Reducing avoidable fault call-outs allows our fault crews to focus on genuine network faults and safety issues.
• Public safety: Customers should not attempt repairs or remove objects from around electrical equipment or power lines.

Outages can occur due to numerous factors, including wildlife or vegetation interference, physical damage to network equipment, and power quality issues. When we attend outages, we investigate and determine the cause of each fault.

The cost for the fault repair service is funded by the party that owns the assets where the fault originated. Landowners own and are responsible for electricity cables, conductors, and poles located on their property. If the fault is found to have originated from private property electrical assets, the fault response service and any additional repair costs will be charged to the landowner.

If a cause cannot be established, the fault is classified as a network fault. There is no charge to any third party where the fault originates on the public network.

EA Networks will make reasonable efforts to notify landowners that charges may be incurred for the fault response and repair. However, fault dispatch needs to proceed even if contact cannot be made. In all cases, we will notify the landowner after the event, inform them of the fault cause, and advise them of any charges that we will invoice.

For faults that occur on private property or are caused by privately owned assets (i.e., vegetation), the landowner will incur a charge.

Managing customer faults

How we manage customer faults depends on the type of outage being experienced and the frequency of fault call-outs.

When call-outs are free of charge:

• No visible damage to power lines.
• High-voltage fuses blown (regardless of whether a cause is found).
• Low-voltage fuses.
• Branch contact with power lines (with no physical damage to lines).
• Wildlife impacted power lines.

When charges may apply:

• Charges will only apply where the fault is outside EA Networks' responsibility (e.g. damage to privately-owned assets), or the fault was reasonably avoidable (e.g. customer's tree damages an EA Networks asset).

Standard fault charges

Our standard faults are charged on a flat fee, per hour basis as below:

• All hours: $150 plus GST (minimum of 1 hour, includes small spares).
• Multiple call-out fee: $250 plus GST (minimum 1 hour, includes small spares).

The multiple call-out fee applies where both of the following have occurred:

• There have been two prior call-outs for the same fault.
• A notification letter has been sent to the customer advising of options and future applicable charges.