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Compensation and service standards

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.

Our Customer Charter outlines this commitment and is designed to explain, in simple terms, our relationship with you, including who we are, what you can expect from us and what we expect from you. 

In summary, the Customer Charter includes:

  • Guaranteed Service Level
  • Our promise to you
  • Your responsibilities 

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 each quarter of the financial year and 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.

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.