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Hot water fault support
Hot water fault support
Hot water coming out of showerhead

Hot water issues can occur due to a number of reasons, including:

  • Your household has used more hot water than usual and you have run out of hot water.
  • The hot water system thermostat is not working correctly.
  • The controlled load relay is faulty and does not supply electricity to the hot water system.

Hot water relay check

An Ausgrid technician will attend your property to check your hot water relay is working correctly and make any necessary changes.

What happens after you have reported a hot water fault to Ausgrid?

Ausgrid will send a technician to check your controlled load relay at the meter. Please ensure access to your main switchboard is clear and free of obstructions and that any animals on the property are restrained.  

Depending on whether the controlled load relay is internal or external to your meter, your retailer or Ausgrid will be responsible.

If your controlled load relay is internal to your meter:

  • Your retailer will receive a meter fault notification and need to arrange a meter exchange. The turnaround time will depend on your retailer and their metering partner.

If your controlled load relay is external to your meter:

  • The technician will inform Ausgrid’s metering maintenance team who will then organise a replacement of the controlled load relay. If the fault is with Ausgrid’s controlled load relay, the device will be overridden or ‘bridged’ to provide you with hot water.

If our technician is unable to access your meter box they will attempt to contact you, and if they are unable to reach you the request will be closed.

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Report a hot water relay issue

You can report your hot water fault via the Power Outage Map. Simply search for your address and click your property to make a report.

Hot water fault support

What is controlled load hot water?

Controlled load hot water refers to refers a separately metered hot water system which is subject to a reduced (off peak) tariff. It is controlled by a relay, a device which turns your hot water heater on or off depending on the time – in this case, the relay turns on the hot water heater during off peak times to reduce the demand on the network during peak times. You can find out more about controlled load tariff here.

What is a bridged relay?

When required, Ausgrid crews can bypass or ‘bridge’ your controlled load relay to start reheating your water straight away. Your meter will still record your usage at the off peak rate, regardless of the time of day that the tank heats.

When your relay is overridden your hot water system will only heat the tank to the temperature set by your thermostat and this will require the same number of hours your hot water system usually requires. Your hot water system will not heat for 24hrs continuously.

What if my hot water issue is not with my metering equipment?

If your hot water issue is not related to your metering equipment, you will need to engage an Electrical Contractor or Hot Water Specialist. Our crews will inform you if this is necessary.

How to change or cancel your report?

Should you need to cancel your hot water fault report please call 13 13 88. On the call select option 4 and have your reference number ready to quote to the operator.