Property damage

Has your property been damaged due to work by your energy or water provider? Whether it’s from a burst water main, sewer overflow, newly installed or faulty infrastructure, you have the right to have the issue investigated and compensated for if eligible.

This page will tell you common causes of property damage, what to do if your property is affected and what to do if you need to make a complaint with us. 

Common property damage issues

Here are some common reasons your property may get damaged and common issues experienced after property damage. 

Infrastructure failures

Sometimes energy and water infrastructure can cause property damage when:

  • water mains or sewer pipes burst
  • energy network faults, like poles collapsing or underground cable issues
  • blocked drains or overflows cause flooding.

Providers may be responsible for damage caused by failures in their infrastructure, even if it was unintentional.

For more on water bursts, sewer blockages and overflows, please visit Bursts, blockages and overflows. 

Maintenance work

Damage may occur during planned maintenance, meter replacements or infrastructure upgrades. This can include:

  • damage to driveways, fences, gardens or paths
  • accidental breakage of pipes or cables
  • equipment left behind or not restoring the area.

Energy and water providers are expected to ensure work sites are left in a safe and acceptable condition and to repair or compensate for any damage caused.

Claims not processed fairly

Sometimes the issue isn’t the damage itself, but how your provider handles your claim. Common issues experienced during the claims process can be:

  • delays in assessing or responding to claims
  • unfair denial of a claim without appropriate investigation
  • poor communication during the claims process.

What to do next

If your property has been damaged by your energy or water provider:

  1. Document the damage. Take clear photos and videos of the damage and make a note of the date and time it occurred.
  2. Report the damage to your provider. Contact your energy or water provider and ask to start their claims process. Provide evidence of the damage, like photos or videos, and explain how the damage happened.
  3. Keep records. Make sure to keep records of all communications received from your provider and any receipts if you had to pay for urgent repairs.

Most providers aim to assess and respond to damage claims within 10–20 business days.

You can contact us if you’ve contacted your provider and are experiencing one of these issues:

  • claim denied without reasonable explanation
  • claim has been delayed or ignored; or
  • you have evidence to support your claim, but you provider doesn’t accept responsibility.

We’ll work with you and your provider to resolve the issue. 

Ready to make a complaint?

To make a complaint with EWOQ you can complete our online form. 

If you're unable to make a complaint online or need additional help, you can call us on 1800 662 837. We're available from 8:30am to 5:00pm every weekday except Tuesday when we open at 9:30am. 

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