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Customer Care

Information and resources to help our customers.

Damage Claims


At InnPower, we are committed to providing our customers with safe, reliable electricity. In order to supply a consistent and stable supply of power, we design, build, maintain and operate our facilities and electrical services in accordance with industry standards and regulatory requirements.

Despite our dedication to high quality service and power, InnPower cannot guarantee flawless operations at all times. Factors such as - equipment malfunctions, severe weather, wildlife interference, and other uncontrollable circumstances can lead to service interruptions, power surges or voltage irregularities that could damage customer property.

In accordance with the Ontario Energy Board’s set of rules and regulations, InnPower is not liable for damage claims related to power outages, power surges or low voltage caused by – severe weather or other instances beyond InnPower’s control; during routine maintenance and operations, including meter exchanges, or during blackout events or energy curtailment.

InnPower’s claims team is available to investigate claims submitted by customers who have incurred costs due to issues that fall within our control, based on the OEB’s Distribution System Code.

To know if you are eligible to file a claim with InnPower regarding damage you have incurred, please read the following items carefully.

Select the type of Damage:

Damage to electric/electronic appliances

    Even if the cause of damage is electrical, this does not mean InnPower is liable.

    Except in instances of gross negligence or intentional misconduct, InnPower does not offer compensation for damage to electrical devices or appliances. We recommend that you contact your insurance provider to assist you with this.

    InnPower cannot be held liable for the following situations causing damage:

    • A meteorological event (storms, natural disasters)
    • Voltage/frequency variations or losses – during such events, it is your responsibility to protect your electrical installations and appliances, for instance, using power bars with surge protection.
    • Service interruption caused by an emergency, accident, equipment failure or activation of system protection devices.
    • Service interruption or non-delivery of electricity due to maintenance, repairs, system modifications, or for reasons of public utility and safety.

    See InnPower’s Conditions of Service | Innpower

    File a Claim

    Loss of food, income, or production resulting from an outage or system maintenance

    Except in the instances of gross negligence or intentional misconduct, InnPower does not offer compensation for losses incurred due to an outage or work on the system.

    InnPower may interrupt electrical service, at any time for system maintenance or safety reasons.

    In the case of a ‘Planned Interruption’, InnPower makes an effort to inform customers in advance, via telephone notification and social media.

    We recommend that you contact your insurance provider in this case.

    Conditions of Service | innpower

    File a Claim

    Damage to property caused by employees or representatives of InnPower

    In the case of an InnPower employee, if they see that they have caused damage while working on your property, they will notify the homeowner or leave a notice to that effect on your door.

    • If the notice carries the InnPower logo, we will get in touch with you to resolve the issue.
    • If the notice does not carry the InnPower logo, it means the work was completed by another company. You must contact them directly for any issues or concerns.

    If you suspect an InnPower employee or representative has caused damage to your property without leaving a notice, you may file a claim with us. We recommend you contact your insurance provider first, to help analyze the situation.

    File a Claim

    Compensation for an invoice received from an electrician

    InnPower will only compensate you for your bill in instances where we have advised you to contact an electrician, and the issue arises due to InnPower’s equipment.  There is no compensation if you hired an electrician yourself without contacting InnPower first.

    File a Claim

    Compensation for trees removed or pruned on your property

    In order to provide and maintain the reliability of electricity service, InnPower must ensure trees are cleared and do not damage the power distribution system. Depending on where trees are located, and what their function is, InnPower may prune or remove them. Work is done in compliance with the best practices and the tree is disposed of appropriately regarding the circumstances.

    Vegetation management activities are not considered property damage, unless an accident occurs. Visit Vegetation Management | innpower to learn more.

    File a Claim

    Compensation for inconvenience and loss of income

    InnPower is dedicated to performing safe work to ensure the utmost quality and reliability of our service. We apologize for any interruptions to your service as InnPower works to provide power to the distribution system, InnPower will not be liable and does not provide compensation for loss of income, or any inconvenience incurred during an outage or property damage.

    File a Claim

    Vehicle damage following a collision

    Ontario operates under a “no fault” insurance system. If you are involved in a collision between two or more vehicles, you must contact your broker or insurer. This also applies to collisions involving an InnPower vehicle.

    Even if InnPower is liable, your insurer is the one who must contact us, as all motorists are directly compensated through their insurance company.

    Vehicle collides with any InnPower equipment or system:

    If there is damage to your vehicle as a result of a collision with a utility pole or any other InnPower equipment, your insurer will contact us, if necessary.

    File a Claim



    FAQ’s

    How will my claim be assessed?

    Your claim will be assessed under the terms and conditions of InnPower’s liability policy; all claims are referred to our insurer.

    How long will my request take?

    Claims are normally processed 60-90 days from the time it is received. Once we receive your claim with supporting documentation and details, InnPower and our insurer investigate the claim to determine the cause. Since every claim is different and requires individual consideration, some investigations may require extra time to process.

    How are Claims Paid?

    If the investigation by InnPower and our insurer determines that the damage was a result from InnPower’s negligence or intentional misconduct, you will be paid the lesser of two amounts:

    1. The cost to repair the damaged item
    2. The value of an item that is of similar kind and quality, with comparable wear and tear to the damaged item. Claims are paid based on depreciated value.

    Should I contact my Personal Insurance Company?

    Although every claim and policy is different, we do recommend contacting your personal insurer or broker to see if you have coverage for the damages.

    Benefits to claiming loss through personal insurance:

    • Typically, insurance companies will pay full replacement value for damaged items, whereas if InnPower is found liable, you would be paid
    • Insurance companies may also reimburse you in instances where damage was not caused by InnPower’s negligence or intentional misconduct.

    Should I keep my Damaged Items?

    Yes, you should keep any damaged items from the incident until a decision has been made for your claim, as InnPower may need to assess and validate the damaged items.

    What if I need items to be repaired or replaced immediately?

    We understand that every situation is different, and some may require more immediate assistance. Until a decision has been made for your claim, you are responsible for the costs of repairing or replacing the item. If an item needs to be replaced immediately, please keep the damaged equipment until your claim is processed.


    Submitting Claim Information

    Email Claim

    Download and complete the PDF claims form, and submit it along with any receipts, photos and other documents by email to claims@innpower.ca with the Subject: InnPower Corporation Damage Claims

    Mail-in Claim

    Download, print and complete our claims form and mail it along with any receipts, photos and other documents to:

    InnPower Corporation
    7251 Yonge St                                                                                                                                                                                                                          Innisfil, ON L9S 0J3

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