Guaranteed Service Levels (GSL)

CitiPower and Powercor has a commitment to provide a reliable and high-quality service to customers. Our Guaranteed Service Levels demonstrate this commitment. If we do not meet a Guaranteed Service Level we may compensate customers.

Guaranteed Service Levels are regulated by Victoria’s Essential Services Commission:

Supply reliability

We (unless excused by the Essential Services Commission) will make a supply reliability payment of:

  • $120 where the customer experiences more than 8 unplanned sustained interruptions per year; or
  • $180 where the customer experiences more than 12 unplanned sustained interruptions per year; or
  • $360 where the customer experiences more than 24 unplanned sustained interruptions per year; and
  • $30 where the customer experiences more than 24 momentary interruptions per year; or
  • $40 where the customer experiences more than 36 momentary interruptions per year.

Supply restoration

We (unless excused by the Essential Services Commission) will make a supply restoration payment of:

  • $80 where the customer experiences an unplanned sustained interruption of more than 12 hours (CBD and urban areas) or 18 hours (rural areas) and a combined total or 20 hours or less of unplanned sustained interruptions per year; or
  • $120 where the customer experiences a combined total of more than 20 hours of unplanned sustained interruptions per year; or
  • $180 where the customer experiences a combined total of more than 30 hours of unplanned sustained interruptions per year; or
  • $360 where the customer experiences a combined total of more than 60 hours of unplanned sustained interruptions per year.

Connection of supply

For each day that we are late in connecting the customer’s electricity supply by the agreed date, we will make a GSL payment of $70 a day, to a maximum of $350.

Customer appointments

We will make a GSL payment of $30 if we arrive more than 15 minutes after agreed time.

Street lighting repairs

We will make a GSL payment of $25 to the first customer who reports a faulty streetlight immediately neighbouring their home or business, if we have not repaired the fault within two working days. 


 
If you have an enquiry about these Guaranteed Service Levels or believe you are eligible for compensation, you can contact us on 1300 301 101 (CitiPower) or 13 22 06 (Powercor).