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Customer Charter

At AusNet Services, we are committed to ensuring that our customers are provided with a safe, reliable and efficient supply of electricity for their homes and businesses.

If you would like more information that relates to our Customer Charter, read the Electricity Distribution Code published by the Essential Services Commission which outlines the standards for the quality and reliability of supply, complaints handling and other customer-related information.


Guaranteed Service Levels (GSL)

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.

Each year we invest in reducing the amount of planned and unplanned outages to make sure our customers’ electricity supply is delivered 24 hours a day, seven days a week. In the unlikely event that our customers experience long or a number of outages, a set GSL are provided by Victoria’s Essential Services Commission to ensure customers who experience long or frequent power outages over a calendar year are eligible for a GSL payment. The GSL table below outlines the parameters around payments.

Guaranteed service level payments and thresholds for 1 January 2021 to June 2021. 

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

For more information, call our Customer Service Team on 1300 360 795.