Network Guaranteed Service Levels
We're committed to giving you the best possible service. If we don't meet the Guaranteed Service Levels (GSL) set out below, you may be eligible for a GSL payment.
What are guaranteed service levels?
The Electricity Distribution Network Code sets out GSLs that relate to the quality of service provided to small customers. If we don't meet these, small customers may receive a GSL payment.
The GSLs relate to the distribution side of our business which looks after the physical connection and supply of electricity to your premise, as well as the poles, wires and cables that supply your electricity.
Our guaranteed service levels
Below is a list of network GSLs that we'll meet.
Connections on the agreed date
If supply is available, and you and/or a retailer have lodged all the necessary paperwork and taken all the steps you need to take, 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 a GSL payment of $57 for every day we're late.
Timeframe for reconnections
|Type of connection||Timeframe within which we will reconnect you|
Connection through a Central Business District (CBD) or urban feeder
If your request is made by 12pm on a business day, we'll reconnect you on the same day or as otherwise agreed
Connection through a CBD or urban feeder
If your request is made after 12pm on a business day, we'll reconnect you on the next business day or as otherwise agreed
|Connection through a CBD or urban feeder||If your request is made on a non-business day, we'll reconnect you by the next business day or as otherwise agreed|
|Connection through a short rural feeder||We'll reconnect you by the next business day or as otherwise agreed after receiving the request|
|Connection to a long rural or isolated feeder||We'll reconnect you within 10 business days of your request to your retailer or as otherwise agreed with you.|
Payments for wrongful disconnections
If we wrongfully disconnect your electricity supply, we'll pay you a GSL payment of $142.
Loss of hot water
If you're not getting hot water, we can normally assess from a phone conversation whether the problem is within our control or not. If it is, we'll come to your premises within one business day or as otherwise agreed with you.
If you're connected to a long rural feeder or isolated feeder, we'll attend your premises by a business day agreed with yourself or your retailer.
If we don't attend your premises within these times, we'll pay you a GSL payment of $57 for each day we're late.
If we make an appointment with you directly or via your retailer to come to your premises to:
- Read, test, maintain or inspect a meter, or
- Inspect, alter or add to your electrical installation,
we'll make a time or nominate a period of time (no longer than a day) within which we'll turn up. If we don't come and don't call you to reschedule the day before the appointment, we'll pay you a GSL payment of $57.
We regularly need to carry out maintenance and upgrades to keep improving our electricity network.
If our work is going to interrupt your supply of electricity, we'll notify you at least four business days before the planned interruption by either mail, letterbox drop, press advertisement or any other appropriate means. We'll let you know the date and estimated start and finish times of the planned interruption.
Except in the case of emergencies, if we don't contact you at least four business days before the planned interruption, we'll pay a GSL payment of $28 to small residential customers and $71 to small business customers.
If you're connected to:
- An urban or short rural feeder area and experience an interruption that lasts longer than 18 hours, or
- A long rural or isolated feeder and experience an interruption that lasts longer than 24 hours,
we'll pay you a GSL payment of $114.
We understand how much you depend on electricity and try hard to minimise the number of interruptions that affect you.
In any financial year, if you're connected to an urban feeder and experience 13 or more eligible interruptions to your electricity supply, or you're 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 a GSL payment of $114.
This will only be assessed after the end of the financial year.
Some interruptions are exempt from reliability service guarantees. Read more.
Interruptions exempt from reliability service guarantees include:
- Planned interruptions
- Interruptions of one minute or less in duration
- Load shedding due to a shortfall in generation
- A direction from the Australian Energy Market Operator
- Automatic shedding of load following the occurrence of a power system under-frequency condition
- Directions by police officers exercising powers in relation to public safety
- Under-frequency load shedding
- A failure in the shared transmission grid
- Interruptions requested/initiated by small customers
- Interruptions caused by a small customer's electrical installation or failure of that electrical installation
- Eligible natural disasters.
How do I make a claim?
We'll use best endeavours to automatically make a GSL payment to you. However, you may make a claim for a GSL payment within three months of the event giving rise to the claim.
Note that GSL claims relating to reliability interruption frequency GSLs must be made within three months from the end of the financial year.
Payments will be made to you by cheque, electronic funds transfer or as otherwise agreed with you.
Read the terms and conditions
Payments made under the GSL Scheme are made in accordance with our obligations under the Electricity Distribution Network Code. A payment is not an admission by us of any negligence or legal liability, nor does claiming a GSL payment affect any other legal rights a customer may have.
Small customers are not entitled to receive more than $454 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.