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Service Standards

We appreciate the essential nature of electricity supply and are continuously maintaining the electricity network to improve reliability. We invest significant capital to upgrade and extend electricity supply throughout its distribution network every year.

These upgrade works will help support growth in local areas by improving network load capacity during peak times such as in summer when air conditioners are in high use, by upgrading overhead powerlines, animal proofing equipment and installing remote control switches on powerlines.


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.
 
Interruption duration
  • If you experience more than 18 hours of unplanned sustained interruptions (longer than three minutes) in a  financial year we will pay you $130
  • If you experience more than 30 hours of unplanned sustained interruptions (longer than three minutes) in a financial year we will pay you an additional $60
  • If you experience more than 60 hours of unplanned sustained interruptions (longer than three minutes) in a financial year we will pay you an additional $190
  • If you experience more than 12 hours unplanned sustained interruption on a Major Event Day* we will pay you $90

*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.

 

Number of interruptions
  • If you experience more than 8 unplanned sustained interruptions (longer than three minutes) in a financial year we will pay you $130
  • If you experience more than 12 unplanned sustained interruptions (longer than three minutes) in a  financial year we will pay you an additional $60 
  • If you experience more than 20 unplanned sustained interruptions (longer than three minutes) in a financial year we will pay you an additional $190

 

Momentary interruptions
  • If you experience more than 24 momentary interruptions in a calendar year we will pay you $30
  • If you experience more than 36 momentary interruptions in a calendar year we will pay you an additional $10                                                                                      

 

Service Standards
  • 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
  • We will pay you $35 if we are more than 15 minutes late for an appointment
  • 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 agreed with you

There are some instances in which we are exempt from paying electricity supply interruption payments. These exemptions are required to be approved by the Essential Services Commission and depend on the circumstances of a particular event