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Customer Charter

At AusNet Services, we are committed to ensuring that our customers are provided with a safe, reliable and efficient supply of electricity for their homes and businesses.

Our Customer Charter outlines this commitment and is designed to explain, in simple terms, our relationship with you, including who we are, what you can expect from us and what we expect from you. 

In summary, the Customer Charter includes:

  • Guaranteed Service Level
  • Our promise to you
  • Your responsibilities

This charter should be read in conjunction with the Customer Charter provided to you by your electricity retailer. If you would like more information that relates to our Customer Charter, read the Electricity Distribution Code published by the Essential Services Commission which outlines the standards for the quality and reliability of supply, complaints handling and other customer-related information.


Guaranteed Service Levels (GSL)

These Guaranteed Service Level Payments for unplanned outages are calculated automatically at the end of the calendar year & you don’t need to lodge a claim to qualify.

Each year we invest in reducing the amount of planned and unplanned outages to make sure our customers’ electricity supply is delivered 24 hours a day, seven days a week. In the unlikely event that our customers experience long or a number of outages, a set GSL are provided by Victoria’s Essential Services Commission to ensure customers who experience long or frequent power outages over a calendar year are eligible for a GSL payment. The GSL table below outlines the parameters around payments.


Guaranteed Service Levels
If you experience…...
We will pay you
More than 12 hours unplanned sustained interruption on a Major Event Day*.
*A ‘major event day’ is an industry term used to indicate abnormal performance in supply reliability due to events outside of control of the distributor such as extreme weather and storms.
$90
More than 18 hours of unplanned sustained interruptions
(longer than three minutes) in a financial year
$130
More than 30 hours of unplanned sustained interruptions
(longer than three minutes) in a financial year
$190
More than 60 hours of unplanned sustained interruptions
(longer than three minutes) in a financial year
$380
More than 8 unplanned sustained interruptions
(longer than three minutes) in a financial year
$130
More than 12 unplanned sustained interruptions
(longer than three minutes) in a financial year
$190
More than 20 unplanned sustained interruptions
(longer than three minutes) in a financial year
$380
More than 24 momentary interruptions in a financial year $40
More than 36 momentary interruptions in a financial year $50
If you report a faulty streetlight and it is adjacent to your property
or business, and we are responsible for it, then we will repair the
light within two working days. If we do not fix the light within this
period, we will pay you $25
$25
We will pay you $35 if we are more than 15 minutes late for
an appointment*
$35
We will pay you $80 per day up to a maximum of $400 if we do
not supply electricity to your supply address on the day we agreed
with you
$80

 

For more information, call our Customer Service Team on 1300 360 795.