There are a few possibilities that can cause no hot water in your home.

Internal issue

• Hot water cylinder issue
• Plumbing fault
• Electrical fault

External issue

• Ripple relay fault
• A regional network fault

There are a few things to double-check before you contact a regional network operator or contact us for further help. 

If a technician is dispatched and doesn't find an issue, you will be charged a call-out fee.

Is the hot water cylinder switched on?

This is a very basic step but please ensure that the hot water tank switch is on. You can also check if the external surface of your hot water tank is either hot or cold.

Have you experienced a power outage today and it has not passed 6 hours?

After the power is back on, it can take some time to reheat your hot water tank. 

Have you recently changed your hot water cylinder?

If you have recently changed your hot water cylinder, there may be an underlying issue with the tank itself. If this is the case, whoever installed the hot water cylinder should probably investigate the issue first.

Is water leaking from the hot water cylinder?

If this is the case, please close the water valve connected to the hot water cylinder and call a plumber to check and fix the issue first.

Any other electrical issue or plumbing issue.

Please ensure that you have checked the switchboard, and that also fuse for the hot water cylinder is in the correct position. Also, ensure that the water flows into the hot water cylinder properly.

How to Report a Hot Water Fault?

If you have not found any internal issue with the hot water cylinder and your hot water cylinder is heated by gas then contact a registered plumber.

If your hot water cylinder is heated by electricity, please notify us of the issue. We will promptly arrange for a technician from your electricity network provider to visit your location and perform an assessment. This step is crucial to determine if the problem is related to the network line or requires further attention.

During the site visit, the technician will inspect your hot water system to ascertain whether the issue stems from the network line or requires a different course of action. If the problem is not network-related, the technician will communicate their findings to us for further assistance.

Hot water relay issue: upon confirmation that the issue is not related to the network line, we will initiate the process of resolving the hot water relay issue. We will promptly contact the meter asset company responsible for your meter and its relay controller to request the necessary repairs. This ensures that the specific components related to the hot water relay system are addressed by the appropriate experts, ensuring a comprehensive and effective solution. It's important to note that the hot water relay job is not free of charge, and fees may apply. For detailed information on the associated fees, please refer to the link here.

We understand the importance of having a reliable hot water supply, and we are committed to resolving any issues you may encounter. By following the appropriate steps outlined above, you can ensure that your hot water problem is addressed efficiently and professionally.

What is ripple relay switch?

A ripple relay is an electrical switch that is remotely controlled by the injection of a coded signal into the electrical network.

Ripple relays are used to remotely switch load off and on. These are typically installed at residential properties and allow the network company to control supply, generally by switching water heating on and off as required during peak times.

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