Electricity

Electricity > Our Responsibilities > Service Standards

SERVICE STANDARDS

 

Meeting your needs

 

We appreciate the essential nature of electricity supply and are continuously maintaining the electricity network to improve reliability. The Company invests 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.

 

Electricity 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 scheme which covers four areas:

Interruption duration





  • If you experience more than 20 hours of unplanned sustained interruptions (longer than one minute) in a calendar year we will pay you $120
  • If you experience more than 30 hours of unplanned sustained interruptions (longer than one minute) in a calendar year we will pay you an additional $60
  • If you experience more than 60 hours of unplanned sustained interruptions (longer than one minute) in a calendar year we will pay you an additional $180
  • If you are supplied by an urban feeder and experience an unplanned sustained interruption of more than 12 hours and have 20 hours or less of unplanned sustained interruptions in the same calendar year, we will pay you $80
  • If you are supplied by a rural feeder and experience an unplanned sustained interruption of more than 18 hours and have 20 hours or less of unplanned sustained interruptions in the same calendar year, we will pay you $80
   

Number of interruptions





  • If you experience more than 8 unplanned sustained interruptions (longer than one minute) in a calendar year we will pay you $120
  • If you experience more than 12 unplanned sustained interruptions (longer than one minute) in a calendar year we will pay you an additional $60
  • If you experience more than 24 unplanned sustained interruptions (longer than one minute) in a calendar year we will pay you an additional $180
   

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 $30 if we are more than 15 minutes late for an appointment
  • We will pay you $70 per day up to a maximum of $350 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.

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