Under the Electricity Industry Code (made under the Electricity Act 1994), Ergon Energy is required to meet Guaranteed Service Levels (GSLs). These GSLs are minimum service standards that our small customers will expect to receive from Ergon Energy. If we do not meet these GSLs, small customers will receive a GSL payment.
The information below is a summary only but if require any additional information please contact us.
Network Guaranteed Service Levels
Below is a list of network guaranteed service levels that Ergon Energy will meet:
- Connections
- Customer Reconnections
- Wrongful Disconnection
- Hot Water Supply
- Appointments
- Planned Interruptions
- Reliability - Interruption Duration
- Reliability - Interruption Frequency
Connections
If supply is available, and you and/or retailer have lodged all the necessary paperwork and taken all the right steps, then electricity will be connected to your premises on the agreed date. If we don’t connect you on the agreed date we'll pay you $52 for every day we're late.
Customer Reconnections
If you are entitled to have your electricity reconnected and you have lodged all the necessary paperwork and taken all the right steps to have your premises reconnected,:
- if you are connected through a CBD or urban feeder we will reconnect you on the same day or as otherwise agreed with you if you have placed your request with your retailer by 12pm (business day)
- if you are connected through a CBD or urban feeder we will reconnect you on the next business day or as otherwise agreed with you if you have placed your request to your retailer after 12pm (business day)
- if you are connected through a CBD or urban feeder we will reconnect you by the next business day or as otherwise agreed if you have placed your request with your retailer on a non-business day
- if you are connected through a short rural feeder we will reconnect you by the next business day or as otherwise agreed with you, after your request to your retailer; or
- if you are connected to a long rural or isolated feeder, we will reconnect you within 10 business days of your request to your retailer or as otherwise agreed with you.
If we don't reconnect you within these times, or as otherwise agreed with you, we'll pay you $52 for each day we're late.
Wrongful Disconnection
If we wrongfully disconnect your electricity supply either because we are not entitled to under legislation or your our connection contract with you, or your retailer we will pay you $130 for the inconvenience.
Hot Water Supply
If you are experiencing a loss of hot water, we can, in most cases, determine from your initial phone call if the problem is within our control. In the event that it is, we’ll attend to your premises within one business day or as otherwise agreed with you. However if you are connected to a long rural feeder or isolated feeder we’ll attend to your premises by an agreed business day with yourself or retailer.
If we don’t attend to your premises within these times, or as otherwise agreed, we’ll pay you $52 for each day we're late
Appointments
If we make an appointment with you the account holder, or via your retailer, letting you know the time or time period we’ll be there while making sure that the time period is no longer than a day, to attend your premises for the purpose of either:
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reading, testing, maintaining, or inspecting a meter or inspecting; or
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inspecting, altering or adding to your electrical installation.
And we don’t come and haven’t called you to to reschedule the day before the appointment, we’ll pay you $52.
Planned Interruptions
Planned maintenance and upgrades are an essential part of improving our electricity network. In the event that we need to carry out work that require us to interrupt supply, we'll notify you at least 2 business days before the planned interruption by either mail, letterbox drop, press advertisement or any other appropriate means
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 planned interruption, we'll pay $26 to small residential customers and $65 to small business customers.
Reliability - Interruption Duration
If you are connected to an urban or short rural feeder area and the electricity is not restored within 18 hours or, if you are connected to a long rural or isolated feeder and the electricity supply is not restored within 24 hours, we'll pay you $104.
Please be aware, some interruptions are exempt from reliability service guarantees. These include planned interruptions, customer-initiated interruptions, interruptions of one minute or less in duration, events due to a shortfall in generation, directions to interrupt supply from authorised system operators or police officers exercising powers in relation to public safety,, under-frequency load shedding, a failure in the upstream transmission grid, interruptions requested/initiated by small customer, failure of electrical installations, and eligible natural disasters.
Reliability - Interruption Frequency
Because we recognise the important role electricity plays in our everyday lives, we are deteremined to minimise the number of interruptions that affect you. In any financial year, if you are connected to an urban feeder and experience 13 or more eligible interruptions to your electricity supply or you are connected to a short rural feeder , long rural or isolated feeder and experience 21 or more eligible interruptions to your electricity supply, we’ll pay you $104. for the inconvenience.
Please be aware, some interruptions are exempt from reliability service guarantees. These include planned interruptions, customer-initiated interruptions, interruptions of one minute or less in duration, events due to a shortfall in generation, directions to interrupt supply from authorised system operators or police officers exercising powers in relation to public safety,, under-frequency load shedding, a failure in the upstream transmission grid, interruptions requested/initiated by small customer, failure of electrical installations, and eligible natural disasters.
How to Claim
If you are eligible for a GSL payment we will use our best endeavours to ensure this is paid automatically to you. If, however, you have not received a GSL payment and believe you are entitled to one, you should make a request. Claims must be made within three months of the event except for claims associated with the number of interruptions per year, which must be made within three months at the end of financial year.
GSL payments will be made by cheque, electronic funds transfer or as otherwise agreed with you.
As stated above, if you have not received a GSL payment from us, please complete our contact form or call us on 13 10 46*.
Terms and Conditions
Claims for GSL payments can be made within three months of the event. Reliability (Interruption Frequency) claims must be made within three months of the end of the relevant financial year.
Rebates under these GSL payments 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 likewise required to amend these service guarantees.
Small customers are not entitled to receive more than $416 in rebates per electricity account in any one financial year. GSL payments on wrongful disconnections are not capped.
All GSL payments are GST inclusive if GST is applicable.
Retail Guaranteed Service Levels
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.
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.
How to Claim
Ergon Energy will use best endeavours 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 for which you think you are entitled, you may make a claim. Note that customers with card meters will have to make a manual claim for all these rebates.
To claim a rebate complete our contact form 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 and Conditions
Exemptions apply. For full details see the Electricity Retail Billing GSL Rebate Scheme.
Rebates under these Guaranteed Service Levels are made in accordance with the Electricity (Retail Billing GSL Scheme) 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 likewise required to amend this service guarantee.
The Retail Billing Guaranteed Service Level rebate is GST inclusive if GST is applicable.
*7.00am to 6.30pm Monday to Friday
