Claims for damages
We consider all damage claims on an individual basis to ensure fair and consistent treatment. We will review your claim based on the conditions of service of the Electric Tariff [PDF, 1.6MB]. Before submitting a claim, please review the following information to see if your situation is eligible for payment.
We strive to investigate your claim and provide a response with our decision within 30 days, pending circumstances that cause delays.
Our responsibility
We work hard to provide safe and reliable service to our customers, but we don’t guarantee a constant supply of electricity. Because of this, we can’t be held responsible for loss, injury or damage caused by an interruption or defect in the supply of electricity. The terms and conditions by which we handle claims are determined by the Electric Tariff [PDF, 1.6MB]. Review section 9.5 – Liability of BC Hydro before submitting your claim.
Does your situation qualify?
Damage to your electrical appliances and electronic equipment can result from a number of situations that cause a power interruption. Below are scenarios where we would not provide compensation:
- Acts of nature including storms, lightning, fallen branches or trees, birds, wildlife and other events beyond our control.
- Voltage or power irregularities. Customers should ensure they have adequate protection against these events.
- Service interruption caused by unanticipated equipment failure, an emergency, or an accident.
- Service interruption or disconnection for maintenance, repairs, system upgrades or safety.
We won’t provide compensation for damages incurred under such conditions. We encourage you to review your insurance policy or contact your insurer to see if you are covered for your losses.
Loss of income, revenue, food or otherwise as a result of planned outages for maintenance or repairs is not eligible for compensation.
As a courtesy, we make every effort to provide advance notification of these events, including cancellations. Due to weather, emergent issues or change of work methods, it may not be possible to provide notification and we won’t be responsible for losses resulting from such outages.
Your claim may be considered if a BC Hydro employee or representative caused structural damage to your private infrastructure from construction or maintenance work. We encourage you to also notify your insurer of your damages.
BC Hydro’s contractors are responsible for their own operations and carry mandatory liability insurance. Claims from contractor activities will be referred to the contractor and its insurer for investigation and resolution directly with you.
Any collision between you and a BC Hydro fleet vehicle must be reported to the Insurance Corporation of British Columbia (ICBC) for assessment.
Damage to your private property by a BC Hydro fleet vehicle must also be reported to ICBC. All our vehicles carry mandatory basic auto plan insurance. Any such claims submitted to us will be redirected to ICBC. If damage was caused by our contractor’s vehicle, you must contact ICBC to report the damage and provide the contractor’s information.
Claims relating to loss or damages that result from motor vehicles hitting utility poles are not paid by BC Hydro. You may wish to contact ICBC to submit a claim.
Requirements for compensation
In cases where we consider compensation, you’re required to provide proof of damage or losses and must keep damaged items until the claim has been settled by all parties involved. We’ll require original repair bills or estimates as supporting proof. Requests for such proof are not construed as an agreement to pay a claim.
Claim payments will be made only to the properly identified owners of the damaged property, unless the property owner directs otherwise in writing. Payments will not be made to contractors or anyone else engaged in the inspection or repair of damaged property.
We only pay the depreciated or market value of losses at the time it was damaged. If you submit your claim through your insurer, they may provide compensation for replacement value of your losses.
Making a claim
If you still feel like you have a claim with BC Hydro, you can make a claim online or by calling customer service for a paper copy of the claim for damages form [PDF, 519 KB]. Be prepared to provide:
- Your contact information
- The details of the incident that led to the cause of the damage or loss
- The contact information of others involved (if applicable)
- A list of damaged items including the make, model number, original purchase date, original purchase price, and estimated loss amount