Guaranteed service levels

Are there guaranteed service levels?

Under the Electricity Distribution Code, we have an obligation to provide customers with service level guarantees as a commitment to our quality of service:

Appointments

When a mutually agreed appointment is made to meet with you, we must be on time. If we are more than 15 minutes late to an appointment, your account will be credited by $20.

Failure to connect

When a date for connection has been mutually agreed to and we fail to connect your electricity by that agreed date, your account will be credited $50 a day, to a maximum of $250.

Street lights

Street lights are important to us, so we repair broken street lights as quickly as possible. If we fail to repair the street light immediately neighbouring your property by the agreed date, your account will be credited by $10.

Supply restoration

If you are off supply for more than 20 hours per year your account will be credited by $100; a further $50 if off for more than 30 hours per year; a further $150 if off for more than 60 hours per year.

Low reliability – sustained interruptions

If you experience more than 10 sustained unplanned interruptions per year your account will be credited by $100; a further $50 for more than 15 sustained unplanned interruptions; a further $150 for more than 30 sustained interruptions.

Low reliability – momentary interruptions

If you experience more than 24 momentary interruptions per year your account will be credited by $25; a further $10 for more than 36 momentary interruptions.

Please download a copy of our customer charter for further details.