Service standards

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:

Appointments

If we ask a customer to be present, and we fail to attend an appointment with you, we will pay $50 for each time the customer is kept waiting more than 2 hours
If we don’t need a customer to be present, but we fail to attend the property, we pay the customer $50 for each day we don't show up

Connections

If we fail to connect a property within 1 day of the agreed date, we pay the customer $80 for each day we are late (up to a maximum of $240)

Repeat interruptions

If you experience 5 unplanned interruptions in a calendar year, and these are caused by faults in our system, we pay $150
If you experience 10 unplanned interruptions in a calendar year, and these are caused by faults in our system, we pay an additional $150

Lengthy interruptions

If we don’t restore a customer’s gas supply within 12 hours, we pay $150
If we don’t restore the gas supply within 18 hours, we pay an additional $150

These GSL payments are subject to certain conditions as outlined in the Gas System Distribution Code, published on the Victorian Essential Services Commission website.

Site clean up

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.