1 Who can claim against T&TEC for damaged electrical appliances or equipment?
A claim may be made by:
- A T&TEC customer who owns the electricity account.
- A person or organisation occupying premises that receives a legal electricity supply from T&TEC.
2 How can I make a claim for damaged electrical appliances or equipment?
Use T&TEC's online Damaged Appliance Claims Form. The form must be completed and submitted online.
3 What do I need to submit?
- The online Damaged Appliance Claims Form, which is required to start the process. You must register for the Customer Portal to submit the claim.
- Documents that support and prove the claim.
4 What documents do I need to prove my claim?
The supporting documents may include:
- Damage Report: A completed Damage Report for each appliance or item.
- Receipts: Receipts or bills supporting the expenses being claimed.
- Quotation: Where an item is believed to be beyond repair and replacement is being claimed, provide a quotation for a replacement of similar specifications.
- Photographs: Photographs of the damaged item, including clear images of the model number and any visible damage, should be submitted where available to help support your claim.
Supporting documents should be submitted together as attachments to email risk@ttec.co.tt . T&TEC will review and process the documents after the investigation has been completed and responsibility for the damage has been accepted.
5 How soon after discovering the damage should I submit a claim?
Submit the claim immediately. This allows T&TEC to investigate promptly, assess any issue that may exist and take remedial action where necessary.
6 Can I add another damaged appliance or item to a claim that was already submitted?
No. A claim is considered final once it has been submitted.
7 How will I know that T&TEC received my claim?
After the completed form is submitted, an acknowledgement email will be sent. It includes a summary of the information provided and key details about the investigation process. Check the Spam or Junk Mail folder if it is not in the inbox.
8 Will T&TEC visit my premises?
Yes. A T&TEC representative will contact you within five business days of acknowledging the claim to arrange an appointment.
9 What should I do if I miss my appointment?
It is in your best interest to keep the appointment. If it is missed, contact the relevant Area Office to arrange another appointment.
10 Can I repair or replace the item before T&TEC visits?
Yes. You may repair or replace the appliance or equipment before T&TEC's visit. If T&TEC later agrees to settle the claim, proof of the damage and costs will be required, including a detailed Damage Report for each item and documents supporting any expense incurred.
T&TEC will not settle a claim for replacement where the damaged item can be repaired.
11 Can T&TEC provide a preferred list of repairers?
No. T&TEC cannot recommend repair service providers. The claimant is responsible for selecting a competent repairer. T&TEC is not responsible for unnecessary expense, loss, overcharge or other cost arising from an incorrect assessment or advice provided by a repairer.
12 When will I know T&TEC's decision regarding my claim?
T&TEC will determine liability within thirty business days of receiving the damaged appliance complaint online. The decision will be communicated via email.
13 What can I do if I am not satisfied with T&TEC's decision?
Email risk@ttec.co.tt with Damaged Appliance in the subject line. Explain the grounds for disagreement and include any additional facts or details that support your position. You may also seek redress through the Regulated Industries Commission (RIC).
14 How are damaged appliance claim settlements paid?
Settlement amounts are applied as a payment to the T&TEC electricity account for the location where the damage occurred. The payment will be reflected on the next bill.
Where the settlement is more than TT$1,000 and the relevant T&TEC account is not in arrears, the claimant may choose a wire transfer to a bank account. The claimant is responsible for the bank charge, which is deducted from the settlement: TT$20 for Republic Bank and TT$65 for other banks.
15 What information is required for a bank transfer?
When requested, provide:
- Bank name.
- Branch.
- Account number.
- Name on the account.
- A photograph of a cheque, a bank letter, or a screenshot of the online banking profile showing only the account holder's name and account number.
16 What is required if the payment is going to me but my name is not on the T&TEC bill?
Provide an Authorisation Letter from the named electricity account owner confirming that any compensation may be paid to the claimant. Where the account owner is a company or organisation, the letter must be on its letterhead, carry its stamp or seal, and include the signature, full name and position title of the authorised signatory.
One valid form of identification - National Identification Card, Driver's Permit or Passport - is also required for the person signing the Authorisation Letter.
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