Guaranteed Customer Service Standards

The below Guaranteed Customer Service Standards comply with the requirements imposed by the Electricity Supply Act 1995 (NSW) with respect to customer service.

The payments to be made under our Guaranteed Customer Service Standards are payments for not meeting standards, and are not an admission of legal liability.

what are the Guaranteed Customer Service Standards?

When we supply electricity under the Standard Form Customer Supply Contract and/or provide customer connection services under the Standard Form Customer Connection Contract, we do so in accordance with the Guaranteed Customer Service Standards which form part of the Contracts. Click here to view our contracts.

The Guaranteed Customer Service Standards are as follows (click a heading to expand):

Timely provision of services
Timely notice of planned interruptions to supply
Repair of faulty streetlights
Punctuality in keeping appointments

how do I apply?

Simply call us on 13 23 56 and request to be assessed for a Guaranteed Customer Service Standard payment.

how and when will I be paid if my claim is approved?

Any payments that are to be made in accordance with the standards set out above will be credited to your customer account within one month of us receiving your claim. You will also be notified of this in writing.

If your claim is not approved, then a representative will be in contact with you to discuss the matter.

two new Standards for network reliability

From 1 July 2006, the New South Wales Government will introduce two new Guaranteed Customer Service Standards.

Click here for more information on these two new standards.