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Customer charter

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This page includes a summary of our Customer Charter (PDF, 25.6 MB), which outlines our commitment to you and explains your rights and responsibilities under the Electricity Distribution Code.

If you'd like a printed copy of the Charter, call us on 1300 360 795.

We provide the Charter to all new customers as part of our regulatory requirements, set by the Essential Services Commission's (ESC) Electricity Distribution Code.

About us

We’re an electricity distribution company, which means we move electricity from where it’s made, to your home, business and community.

We deliver electricity to more than 768,460 Victorians. You can choose your electricity retailer, but your distributor is determined by your location. While you don’t pay your power bill directly to us, a percentage of your bill is made up of charges that cover the cost of getting electricity to you.

Our purpose is to connect communities with energy and accelerate a sustainable future.

We do this my maintaining the poles, wires and underground cables. We’re available every day of the year to respond to faults and emergencies on the network. We’re also investing in new projects and technology to keep the network safe and reliable.

And we’re supporting the future of the energy industry with key infrastructure to connect to renewables.

For more information, see About.

Our customers

We’re passionate about our customers. We prioritise customers who rely on electricity for life support equipment in their homes, and customers in vulnerable circumstances.

To receive SMS updates about outages and restoration times:

  • call us with your details on 1300 360 795, or
  • make sure your electricity retailer has your mobile number. They’ll pass it on to us.

Safety is our number one priority. During emergencies or extreme weather, including storms and bushfires, your electricity supply may be interrupted. It’s important to keep safe and know what to do when the power goes out.

For more information, see page 4 of the Charter.

Our service level commitments

We aim to provide you with reliable and safe electricity supply, however we can’t guarantee an uninterrupted supply when our network is exposed to events such as severe weather.

The Electricity Distribution Code specifies minimum guaranteed service levels (GSLs) we must provide you as your electricity distributor. When we’re unable to meet these commitments, you may be entitled to a payment.

For more information, see:

Connections and disconnections

We aim to connect power to your supply address on the agreed date.

We prefer not to disconnect customers, but may have to:

  • when there's a breach to the Code
  • during an emergency
  • for safety reasons
  • on request from you or your retailer.

For more information on disconnections and steps to reconnect your electricity, see page 7 of the Charter.

Life support customers

If you or someone at your premises relies on approved life support equipment, you need to:

  • tell us or your retailer as soon as possible. We’ll register you as having special supply needs
  • work with your medical practitioner to create an emergency plan for power outages.

When you’re registered, we’ll give you tips on how to prepare for interruptions and outages. We can also send you SMS updates and alerts.

For more information, see:

Safety and our shared obligation

Trees and vegetation

You need to keep trees and other vegetation on your property clear from any powerlines, including private lines, that run to or across your property.

We’ll keep all other powerlines clear of vegetation. Our specialist team manages this and regularly inspect our lines.

Access to your property

Sometimes we need to access your property for things like reading and inspecting your meter, connecting or disconnecting the electricity supply, or for repairs and maintenance.

We’ll always carry official identification, so you can confirm our identity when we arrive.

For more information on keeping supply safe for everyone, see pages 10 and 11 of the Charter.

Outages and interruptions

When major interruptions occur, we often get a lot of calls at the same time. Check our Outage Tracker for information about known electricity supply problems and approximate restoration times.

Planned outage

Planned outages happen when we’re upgrading or maintaining network infrastructure (the poles and wires) that supply electricity to you. Planned outages are a critical part of delivering safe and reliable power to our customers.

Unplanned outage

Unplanned outages can be caused by extreme weather, bushfires, car accidents or even wildlife. We always do our best to restore supply as safely and quickly as possible.

Momentary interruptions

Momentary interruptions happen when our safety devices are activated by a temporary interference on our powerlines. They usually last up to 10 seconds and can be caused by things like an animal or tree debris.

For more information, see page 13 of the Charter.

Accelerating our sustainable future

A sustainable energy future is as important to us as it is to you.

Before you install rooftop solar, electric vehicle charging stations or a battery at your premises, make sure the unit and any equipment that’s connected to the network:

  • complies with the Electricity Distribution Code
  • complies with the Electricity Safety Act 1998 and related safety regulations
  • complies with all relevant Australian Standards
  • is maintained in a safe condition.

For more information, see page 14 of the Charter.

Our commitments to you

Our six commitments make sure we understand your needs. They shape our services to make it simple and easy to get things done and to improve the experience of our customers and communities.

Commitment 1 Building our understanding of customers’ needs and expectations.
Commitment 2 Establishing clearer accountability for customers.
Commitment 3 Aligning our incentives with customer outcomes.
Commitment 4 Fixing customer pain points and improving the customer experience.
Commitment 5 Collaborating with the community and taking care of customers in vulnerable circumstances.
Commitment 6 Making our organisation easier to deal with.

For more information, see page 17 of the Charter.

When things don’t go to plan

Every customer has the right to make a complaint if they’re not satisfied with our services. We won’t discriminate against anyone who has made a complaint and we won’t disconnect supply while a complaint or dispute is in progress.

For more information on how to make a complaint, see: