Supply reliability targets
Our reliability targets are listed below. These targets are updated annually.
| 1 July 2026 – 30 June 2027 (FY27) | Urban feeder | Short rural feeder | Long rural feeder | Telephone answering |
|---|---|---|---|---|
| Average minutes off supply per customer (unplanned power outages) | 81 mins | 193 mins | 310 mins | N/A |
| Average number of supply interruptions per customer longer than 3 minutes (unplanned power outages) | 0.73 | 1.45 | 2.08 | N/A |
| Average duration of an unplanned customer interruption + | 111 mins | 133 mins | 149 mins | N/A |
| Average number of momentary interruptions per customer less than 3 minutes (unplanned power outages) | 2.78 | 4.72 | 8.66 | N/A |
| Average minutes off supply per customer (planned power outages) * | 96 mins | 176 mins | 280 mins | N/A |
| Customer service - telephone answering (%)* | N/A |
N/A |
N/A |
70.06 |
*Percentage of total calls to the fault line answered in 30 seconds. Time to answer a call is measured from when the call enters the call centre telephone system and is answered by a human operator.
+ Derived based on USAIDI and USAIFI targets.
* No AER targets. Internal only based on FY20-FY24 (5 year) weighted average.
We estimate that approximately 41,500 customers may be entitled to a Guaranteed Service Level payment in the 2025-2026 financial year relating to supply restoration and low reliability service levels set by the Electricity Distribution Code of Practice.
The AER defines:
- an urban feeder as a high-voltage circuit with load density greater than 300kVA/km. Covers outer metropolitan suburbs and major towns
- a short rural feeder as a high-voltage circuit which is not an urban feeder with total length less than 200 km. Covers rural areas near major towns
- a long rural feeder as a high-voltage circuit which is not an urban feeder with total length greater than 200 km. Covers remote rural areas.
If you would like to know more, please contact us.