Guaranteed service levels (GSLs)

We are required to meet minimum electricity service standards in the Electricity Distribution Code of Practice, which is set by the Essential Services Commission (ESC).

These standards relate to:

• keeping your power supply reliable
• restoring power after outages
• attending scheduled appointments
• connecting new supply on time.

If we can’t meet these standards, you may be eligible for a GSL payment.

Types of GSL payments

Supply restoration payments

These payments are based on the total time you were without power due to unplanned outages during a financial year (1 July to 30 June).

Current scheme - effective from 1 July 2021

If you experience unplanned, sustained outages of	We will credit
More than 18 hours per year	$130
More than 30 hours per year	$190
More than 60 hours per year	$380

 

Low reliability payments

These payments are based on how many times in a financial year (1 July to 30 June) your power was interrupted due to unplanned outages for more than three minutes.

Current scheme - effective from 1 July 2021

If your power was interrupted for more than three minutes	We will credit
More than 8 times a year	$130
More than 12 times a year	$190
More than 20 times a year	$380

 

Momentary outage payments

These payments are based on how many times in a financial year (1 July to 30 June) your power was interrupted due to unplanned outages for less than or equal to three minutes.

Current scheme - effective from 1 July 2021

If your power was interrupted for less than or equal to three minutes.	We will credit
More than 24 times a year	$40
More than 36 times a year	$50

Other GSL payments

	If	We will credit
Major event day (MED)	A major event, such as extreme weather or a storm, disrupts your power for more than 12 hours. Note: The MED payment was introduced from 1 July 2021. We will make the payment to your retailer within 60 business days of a major event.	$90
Appointments	We're more than 15 minutes late to an appointment with you.	$35
Connecting your supply	We didn't connect you to the network when we said we would.	$80 per day (up to $400)
Streetlight repairs	You told us about a faulty streetlight, and we didn't repair it within two business days. Note: The streetlight must be adjacent to your property or business, be owned by us and you must be the first person to report it to us.	$25

 

How are GSLs paid? 

You don’t need to apply or contact us for a GSL payment. We calculate and send the amount directly to your electricity retailer (the company you pay your power bill to). Your retailer then gives this payment to you. 

When are GSL payments made? 

We calculate low reliability and supply restoration GSL payments after each quarter, based on your accumulated unplanned outages. If you’re eligible, we’ll send the payment to your electricity retailer within 60 business days after the quarter ends. Your electricity retailer will then apply this payment as a credit on your next electricity bill. 

Each quarter, we reassess your accumulated unplanned outages and make further payments if needed.