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Compensation and Service Standards

On this page:


Customer charter

Our customer charter outlines our commitment to you. It also explains your rights and responsibilities under the Electricity Distribution Code.


Guaranteed Service Levels (GSLs)

The Essential Services Commission’s (ESC) Electricity Distribution Code outlines the minimum service levels we must provide to our customers.

These minimum service levels cover:

  • Appointments
  • Failure to supply
  • Supply restoration
  • Low reliability

If we’re unable to meet these commitments, you may be entitled to a Guaranteed Service Level payment from us.


Changes to the GSL scheme

On 1 July 2021, a new version of the Electricity Distribution Code came into effect, including a new GSL payment scheme.

Previously, GSL payments for supply restoration and low reliability were made annually. Following a six-month transitional period, GSL payments are now made quarterly.

  Effective dates  Supply Restoration and Low reliability GSL payment  Timing for payments 
Previous scheme  Until 31 December 2020 Calculated annually  Payment as soon as practicable after year end 
 Transitional period 1 January 2021 to 30 June 2021 (inclusive)  Certain supply restoration payments are calculated
at the end of the 6-month transitional period 
Payment within 60 business days of 1 July 2021 
 Current scheme From 1 July 2021  Calculated quarterly  Payment within 60 business days from the end of the quarter

Note: The GSL scheme dates, eligibility criteria, payment amounts and the process for determining excluded events are outlined in the Electricity Distribution Code, which is administered by the ESC. To read the Code, visit the ESC website.


Types of GSL payments

GSL payments can be made for different reasons, including how often you’re without power and for how long. Payments can also be based on how long it takes us to get your power back on.


Supply restoration payments

These payments are based on the total time you were without power during a financial year.

Transitional period - 1 January 2021 to 30 June 2021
 If you experience unplanned, sustained outages of We will pay 
 More than 10 hours in the 6-month period  $60
 More than 15 hours in the 6-month period  $90
 More than 30 hours in the 6-month period  $180
 More than 12 hours of a single continuous outage, and 20 hours or less of smaller outages per year – if supplied by a CBD or urban feeder  $80
 More than 18 hours of a single continuous outage, and 20 hours or less of smaller outages per year – if supplied by a short or long rural feeder  $80

 

Current scheme - From 1 July 2021
If you experience unplanned, sustained outages of We will pay
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 often your power went out during a financial year.

Transitional period - 1 January 2021 to 30 June 2021
If you experience unplanned, sustained outages We will pay
More than 8 times a year $120
More than 12 times a year $180
More than 24 times a year $360

 

Current scheme - From 1 July 2021
If you experience unplanned, sustained outages We will pay
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 your power was interrupted for less than:

  • or equal to three minutes (from 1 July 2021)
  • one minute (before 1 July 2021)
Transitional period - 1 January 2021 to 30 June 2021
If your power is interrupted for less than one minute We will pay
More than 24 times a year $30
More than 36 times a year $40

 

Current scheme - From 1 July 2021
If your power is interrupted for less than three minutes We will pay
More than 24 times a year $40
More than 36 times a year $50


Other GSL payments

  We will pay  If
Major event day (MED)  $90

A major event, such as extreme weather or a storm, disrupts your power for more than 12 hours.

Note: The MED payment is only available from 1 July 2021 and will be made 60 business days from the major event.

Appointments  $35 We're more than 15 minutes late to an appointment with you. 
Connecting your supply  $80 per day (up to $400) We didn't connect you to the network when we said we would. 
Streetlight repairs  $25

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.


Getting your GSL payment

You don’t need to submit a claim to us.

If you’re entitled to any of the above GSL payments, we’ll pay the amount to your energy retailer (the company you pay your power bills to). They’ll add this amount as a credit on your power bill.


FAQs


I was affected by the storms in June 2021 – what do I get?

If you lost power during the major storm event over 9-10 June 2021, you’re entitled to the relevant GSL payments in the transitional period (1 January 2021 – 30 June 2021). You should receive your payment in your bill after January 2022.

Unfortunately, you aren’t eligible for the MED payment, as these payments only came into effect on 1 July 2021.


When will I be paid? Do I have to do anything?

No, you don’t need to do anything to receive your GSL payment.

If you’re entitled to a GSL payment, we’ll pay the amount to your energy retailer (the company you pay your power bills to). They’ll add this amount as a credit on your power bill.


Why do I get a MED payment for the October 2021 storms, but not for June 2021? I lost power during both.

You won’t be eligible for the $90 MED payment if you lost power during the 9-10 June 2021 storm, as MED payments only apply to major event days from 1 July 2021.

If you were without power for more than 12 hours during the 29 October 2021 storm, you’re entitled to a payment of $90. This payment replaces any supply restoration or low reliability GSL payment you would have been entitled to. See Types of GSL payments.


Who decides the GSL payment amounts?

The GSL scheme periods, eligibility criteria, payment amounts and the process for determining excluded events are outlined in the Electricity Distribution Code, which is administered by the ESC. For more information, visit the ESC website.


What’s the difference between a GSL payment and the Prolonged Power Outage Payments?

The GSL payment is money we pay you when we don’t meet the minimum service levels in the Electricity Distribution Code.

The Prolonged Power Outage Payment is a relief payment by the Victorian Department of Environment, Land, Water and Planning to Victorians who were without power after the storm events on 9-10 June 2021 and 29 October 2021.

We paid the Prolonged Power Outage Payment to our customers with money given to us by the Victorian Government.


Why did the GSL information change on your website after the June 2021 storm?

When we updated our website with information about the transitional period, some of our customers were still experiencing the effects of the 9-10 June 2021 storms.

We’re sorry if this update caused any confusion and we understand the timing wasn’t great. We’ve taken onboard your feedback to better explain GSL payments.


I’m entitled to a GSL payment but haven’t received it yet. What do I do?

We make all GSL payments to your energy retailer (the company who sends you your power bills). Your retailer adds this amount as a credit on your power bill.

If you haven’t received your GSL payment, contact your retailer first.

If you’ve moved to a new address after 30 June 2021, your GSL payment may still be with your previous retailer. Speak to them about how you can get the payment.