Contact your insurance company, agent, or broker before submitting a claim to Manitoba Hydro.
They can determine if the damages are covered directly by your insurance policy. If a vehicle has been damaged, submit a claim with Manitoba Public Insurance.
We are not legally responsible for damage caused by:
- an act of nature beyond our control (for example, storms, flooding, or wildfire);
- wildlife contact with our electrical system;
- failure of your electrical equipment due to outages or fluctuations of our electrical system;
- removing or trimming trees;
- a vehicle collision that damages or interrupts our infrastructure;
- failure on your part to provide adequate protection for your electrical or natural gas equipment;
- negligence on your part;
- actions of a third-party or independent contractor.
Any potential liability to Manitoba Hydro for customer damages is outlined in and limited by The Manitoba Hydro Act, Electric Power Terms and Conditions of Supply Regulation 186/90, Paragraph 12 – Limit of Liability.
Most electric power outages are caused by weather, tree contacts, equipment failure, and accidental contact with our power lines. Natural gas lines may be damaged by someone digging into a gas line, shifting ground from season changes, or vehicle collisions. Any customer damages caused by these events, which are beyond the control of Manitoba Hydro, will not be compensated by Manitoba Hydro.
We assess each claim on its own circumstances. Compensation is only provided if the facts clearly demonstrate negligence by our employees or our contractors.
How to submit a claim
Gather all required information and supporting documents before you start the online application:
- a detailed description of the incident (include date, time, and location);
- names of the people involved in the incident;
- detailed description of the damage;
- details of the damaged item or equipment (include age of item, make, model, serial and model numbers);
- photos;
- copies of your documents – invoices, receipts, estimates, or warranties (include anything related to the repair or replacement);
- your insurance company information (if you have opened a claim with them).
If possible, keep the damaged equipment or item until your claim has been processed. If you need the equipment repaired or replaced before we can review the claim, keep all your receipts and invoices.
Once received, it can take up to 60 days for your claim to be investigated and reviewed.
Damaged equipment
If a storm or accident causes damage to the electrical or gas service near your home, please call us at 1-888-624-9376 to ensure your safety.
In most cases, it’s your responsibility to pay and arrange for repairs to equipment on your property, and we’ll repair equipment on public property.
Your responsibility
Typical configurations of residential service shown below. Individual services may vary.
Overhead electricity
For overhead electricity service, you are responsible for the attachment point of the service line on your home and any electrical equipment beyond this point, except for the meter.
Underground electricity
For underground electricity service, your responsibility starts where the conduit line emerges from the ground. Any electrical equipment beyond this point is your responsibility, except for the meter.
Pole on customer property
For poles installed on your property, you are responsible for the attachment point from our service line to your pole, and any electrical equipment through to your home, except for the meter.
Natural gas
For natural gas service, you are responsible for any equipment past the meter.
Electrical equipment repairs
If your electrical equipment is damaged, such as the mast on your home, we cannot restore your power until the equipment has been repaired and passes inspection.
You are responsible for hiring a licensed electrician to make repairs. Once repairs are complete, you or the electrician must arrange for an electrical inspection. All work must have an electrical permit before starting repairs.
For property inside city limits, a City of Winnipeg inspector will notify Manitoba Hydro to reconnect power once the repairs pass inspection. For property outside Winnipeg city limits, a Manitoba Hydro inspector will typically restore power once the repairs pass inspections.
Natural gas equipment repairs
If your natural gas service is damaged, such as the piping from the meter into your home, you are responsible for hiring a licensed gas fitter to make repairs.
For replacement work, the gas fitter can turn on the gas once repairs are made and must arrange for a natural gas inspection within 60 days. If an additional line of piping or a new appliance is installed, the inspection must occur before service is restored. All work must have the appropriate natural gas permits before starting repairs.