We strive to deliver the highest levels of customer service, and we guarantee our service undertakings to you via our Guaranteed Service Levels (GSL) scheme which covers four areas:
These GSL payments are subject to certain conditions as outlined in the Gas System Distribution Code, published on the Victorian Essential Services Commission website.
The very nature of our underground gas network means that in many cases we need to excavate nature strips and public paths or roads in order to install new gas services or carry out repairs to the network.
Where the nature strip has been disturbed, we will aim to level the soil on the day we complete our work. We will then allow the soil to settle for several days to ensure there is no subsidence around the gas pipe. Then once the soil has settled, we will apply top soil and grass to revegetate the site.
If we need to remove bitumen or concrete outside your property boundary, we will apply a temporary backfill of black bitumen and then notify your local council who will carry out the permanent repair.