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Fault Response Service

Worker in an orange jacket kneeling while inspecting an electrical box outdoors, with tools nearby and a blurred vehicle in the foreground.

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.

EA Networks reviewed its fault call-out charging criteria in 2026 to provide greater consistency and transparency for customers. The information below describes the current fault call-out charging approach and applies to faults reported on or after 20 July 2026.

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 (for example, damage to privately owned electrical assets or repeated fault call-outs caused by the same issue, including bird strikes), or where the fault was reasonably avoidable (for example, where customer vegetation damages network assets).
  • Where repeated outages are caused by birds contacting power lines, EA Networks may offer a free line assessment to help identify practical options for reducing the risk of future incidents. Where modifications are recommended and carried out on private property, the work will be at the customer's cost. Customers may engage EA Networks Contracting or choose their own suitably qualified contractor to carry out this work.

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).
  • Complex: Time and materials basis.

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

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

The complex fee applies when:

  • A repair cannot be completed within a one-hour resolution timeframe or requires additional resources to resolve the fault.