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We've implemented the following Guaranteed Service Levels which should be interpreted
in relation to the Electricity Industry Code (effective 1 July 2007) and the Electricity
(Retail Billing Guaranteed Service Level Scheme) Code (effective 19 September 2008), made
under the Electricity Act 1994.
The information below is a summary only. For full details of the Electricity Industry Code
and the Electricity (Retail billing Guaranteed Service Level Scheme) Code click here.
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We're always working towards providing better service
and our service promise outlines the service standards you can expect
from everyone at Ergon Energy.
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We offer small business and residential customers the following guarantees:
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CONNECTIONS
Our guarantee: If you (and/or your electrical contractor) have taken all necessary steps,
including lodging paperwork and supply is available, electricity supply to your premises will be
connected and working on the agreed date. If we let you down, we'll pay you $40 for every day we're late.
Should the connection of supply to your premises involve the construction of new powerlines or
infrastructure, we will work with you to set a date for the connection to be completed.
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CUSTOMER RECONNECTIONS
Our Guarantee: If you've been disconnected and have taken all
necessary steps for reconnection, your electricity will be reconnected
as follows:
If you live in an urban area (and are connected to an urban feeder)
and your request is received before 1pm on a business day, we will reconnect
your electricity supply the same day or as agreed. If your request is
received after 1pm on a business day, we will reconnect you by the next
business day or as agreed. If your request is received on a non-business
day, we will reconnect you on the next business day or as agreed. If
you live in a rural area (and are connected to a short rural feeder),
we will reconnect you by the next business day or as agreed. If however,
you live in a remote location (and are connected to a long rural or
isolated feeder) we will reconnect you by an agreed business day. If
we let you down, we'll credit your account with $40 for every day we're
late.
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WRONGFUL DISCONNECTION
Our Guarantee: If we disconnect the electricity at your home
or business in error, without your permission, or contrary to legislation
or our contractual arrangements with you, we'll credit your account
with $100 for the inconvenience.
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HOT WATER SUPPLY
Our Guarantee: We'll attend to hot water problems that are our
responsibility as follows:
If you live in an urban or rural area (and are connected to an urban
or short rural feeder) and we do not attend within one business day
or as otherwise agreed, or you live in a remote area (and are connected
to a long rural or isolated feeder) and we do not attend by the agreed
business day, we'll credit your account with $40 for every day we're
late.
(In most circumstances, we'll be able to determine from your initial
phone call to us if the hot water problem is under our control and,
therefore, part of this service guarantee. If the fault is your responsibility,
such as there's a problem with your hot water system, you will need
to take action to have it repaired and this guarantee will not apply.)
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APPOINTMENTS
Our Guarantee: If we make a mutually agreed appointment with
you (the account holder), where we will visit your premises for reading,
testing, maintaining or inspecting a meter or inspecting, altering or
adding to the electrical installation, we'll make that appointment for
a specified day. If we cannot attend we'll contact you before the day
to reschedule. If we let you down, we'll credit your account with $40
for the inconvenience.
(An Appointment Guaranteed Service Level rebate cannot also be claimed
for a missed appointment in conjunction with a rebate for Hot Water
Supply, Connection or Reconnection.)
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PLANNED INTERRUPTIONS
Our Guarantee: When carrying out upgrades and maintenance that
require us to interrupt supply, we'll notify you by either mail, letterbox
drop, newspaper or radio advertisement, email, phone, fax or flyer at
least two business days before the outage.
The notice will advise the date and estimated start and finish times of the
planned interruption. If we do not contact you at least two business days before
the outage, we'll pay $20 to small residential customers and $50 to small business customers.
(Please be aware: Some power failures can be due to circumstances
beyond our control and cannot be claimed under the Planned Interruption
service guarantee. However, unplanned interruptions may be eligible
under the Reliability service guarantees.)
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RELIABILITY - INTERRUPTION DURATION
Our Guarantee: If you live in an urban or rural area (and are
connected to an urban or short rural feeder) and the power is not restored
within 18 hours, or if you live in a remote area (and are connected
to a long rural or isolated feeder) and the power is not restored within
24 hours, we'll credit your account with $80 for each eligible interruption.
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RELIABILITY - INTERRUPTION FREQUENCY
Our Guarantee: In any financial year from 1 July 2005, if you
live in an urban area (and are connected to an urban feeder) and experience
13 or more eligible interruptions to your power supply, or you live
in a rural or remote area (and are connected to a short rural, long
rural or isolated feeder) and experience 21 or more eligible interruptions
to your power supply, we'll credit your account with $80 for the inconvenience.
(Please be aware: Some interruptions are exempted from these reliability
service guarantees. These include planned interruptions, customer initiated
interruptions, interruptions of 1 minute or less in duration, events
due to a shortfall in generation, directions to interrupt supply from
authorised system operators, under-frequency load shedding, a failure
in the upstream transmission network and eligible natural disasters.)
HOW TO CLAIM
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Ergon Energy will endeavour to automatically give the Guaranteed Service Level rebate
to eligible customers for the following guarantees:
- Connections
- Customer Reconnection
- Wrongful Disconnection
- Hot Water Supply
However, if you have not received a rebate to which you think you are entitled, you may make
a claim. Note that customers with card meters will still have to make a claim for all of these rebates.
All customers will need to make claims for rebates against the Appointments, Planned Interruptions and Reliability guarantees.
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To claim a rebate click
here or call us on 13 10 46*. If we haven't met our promise, we will pay you the relevant Guaranteed Service Level rebate.
TERMS & CONDITIONS
Claims for Appointments, Planned Interruptions and Reliability (Interruption Duration) non-automatic
rebates must be made within one month of the event. Reliability (Interruption Frequency) requests must
be made within 3 months of the end of the relevant financial year.
Rebates made under these guaranteed service levels are made in accordance with our obligations under
the Electricity Industry Code. A payment is not an admission by Ergon Energy of any negligence or legal
liability, nor does claiming a rebate affect any other legal rights a customer may have. If the Electricity
Industry Code is changed, then we are required to likewise amend these service guarantees.
Small residential and business customers are entitled to receive up to $320 in rebates in any one
financial year per electricity account. Wrongful disconnection rebates are not included in this amount.
All Guaranteed Service Level rebates are GST inclusive if GST is applicable.
Copies of the Electricity Industry Code and fact sheets providing more information are available
by clicking here.
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RETAIL SERVICE GUARANTEED
If we issue you (a small business or residential customer) an electricity bill that contains an error
that results in you being overcharged on your electricity bill, and you have paid your bill, you may be
eligible for a Retail Billing Guaranteed Service Level rebate.
HOW TO CLAIM
Ergon Energy will endeavour to automatically identify any billing errors and automatically apply a
Retail Billing Guaranteed Service Level rebate where applicable.
However, if you have not received a rebate to which you think you are entitled, you may make a claim.
You must apply for a Retail Billing Guaranteed Service Level rebate within four months of paying your
incorrect electricity bill. To claim a Retail Billing Guaranteed Service Level rebate click here
or call us on 13 10 46*. Once we have received your application we will review your bill and inform you of the outcome as soon as reasonably possible.
If you have paid your electricity bill and have been overcharged by more than 40 cents but less than $10,
we will credit your next electricity bill by $15. For errors of $10 or more, you can expect to receive a $40
rebate.
To be eligible for the Retail Billing Guaranteed Service Level rebate, the billing error must relate to:
- your Queensland Government Electricity Rebate (the Pension Rebate); and/or
- your exemption from the Community Ambulance Cover Levy; and/or
- an incorrect price or rate being charged by Ergon Energy for a retail service.
TERMS & CONDITIONS
Exemptions apply - for full details click here.
Rebates are made in accordance with our obligations under the Electricity (Retail Billing Guaranteed
Service Level Scheme) Code. A payment is not an admission by Ergon Energy of any legal liability or
regulatory obligation, nor does claiming a rebate affect any other legal rights the customer may have.
If the Electricity (Retail Billing Guaranteed Service Level Scheme) Code is changed, then we are required
to likewise amend this service guarantee.
The Retail Billing Guaranteed Service Level rebate is GST inclusive if GST is applicable.
Copies of the Electricity (Retail Billing Guaranteed Service Level Scheme) Code and a
fact sheet providing more information are available by clicking here.
*7.00am - 6.30pm Monday to Friday
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