Today, Vector have confirmed to me that the outage yesterday does qualify for a Service Guarantee Payment – anyone who falls within the affected area is eligible for a payment under this scheme. It’s $50 you won’t have if you don’t call and claim for it… and it’s super easy to do.
Details of the claim references you need were sent in yesterday’s email; they’re included below for easy reference… The Vector General Enquiries line is open 7am until 6pm (sorry, you’ve just missed it today). 0508 VECTOR (0508 832 867).
It only takes 3-5 mins to call it in and claim, they’ll send you your $50 in approximately 10 days.
If you were affected by today’s power outage, then you’ll want to read this email… You may be able to make a claim for a prolonged outage under Vector’s Service Guarantee:
<blockquote>“<b>Once we learn of an outage</b> on our network, we endeavour to restore the power supply as quickly as possible.
If we don’t restore your power within the timeframes outlined below, we’ve agreed with your retailer to pay you $50*.
That’s equivalent to approximately one month’s line charges for the average household.
<b>The timeframes are:
</b>· 2 hours in the CBD
· 2.5 hours in urban areas
<b>· 4.5 hours in rural areas</b>”</blockquote>
<b>0508 VECTOR (0508 832 867) </b>
If you want to make a claim, you will need some details of the outage, the below references will help you:
<strong><span style=”color: #ff0000;”>Electricity Outage: 11<sup>th</sup> Sept 2017 6:28am – 5:24pm (11hrs)
</span></strong><span style=”color: #3366ff;”><b>Their outage / Job Ref: 1-2535031425
(This is the one which you should use initially, they may simply pay out based on this, and your address being within the known affected area).</b></span>
<span style=”color: #339966;”><b>I personally logged this at 8:17am Their ref: 1-2535032094 (~9hrs long from that point), you can quote this reference too if it helps, as it establishes a point at which Vector knew about the outage.</b></span>
<span style=”color: #ff0000;”><b><i>Stated cause of outage: Feeder Outage (this is a network fault, which can happen for a range of reasons; they did not tell me that it had been identified as a weather related issue).</i></b></span>
<span style=”color: #000000;”><strong>You’ll be calling to request a ‘<span style=”text-decoration: underline;”>service guarantee payment – claim</span>’</strong></span> – use the outage ref to help them to find it, and don’t let them tell you that it was restored before 5:24pm – a partial restoration occurred between 3:01 and 4:19pm. Even at those inside timeframes, the outage lasted from (when I reported it to them 8:17am until 3:01pm which is just under 7 hours, still well outside of their 4.5).
<i>My own ref for my claim (which you shouldn’t need to quote them) was: 1-2536546513 – They have not yet confirmed that it will be paid, as the final details on the job have not been entered into their shared system yet. However, it takes 3-5 mins to call and log a request for a claim. Be sure to get hold of your own claim reference number then you’ll know that they’ve logged it appropriately.</i>
If you do this and want to let me know the outcome please send me a reply email (to: <a href=”%22mailto:”>firstname.lastname@example.org</a>)
<em>The last time we all did this, I think we made a bit of a dent and they notably improved services, so there’s no harm in giving this another go. – Last time everyone who called in was able to get a payment.</em>