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.
The Guaranteed Customer Service Standards are as follows:
If we do not connect you to our distribution network (or to increase the maximum capacity of your premises’ existing connection to our network) on or before the day agreed with you, as set out below, you are entitled to a $60 credit on your account for each day that we are late, up to a maximum amount of $300.
Where the connection is required at a distance in excess of 20km from a staffed Field Service Centre, we will connect you on or before the time we agree upon.
If the premises to be connected is located within 20km of a staffed Field Service Centre, and your request is received before 3:00pm on a business day we can connect your premises by the end of the following business day. If your request is received after3:00pm on a business day we can connect your premises by the end of the second business day following the day the request was made.
In order for this Standard to apply, the equipment required to supply electricity to you must be in place at your existing premises or, if the premises are new, the meter and service must have been installed and an inspection completed and approved, at the new premises.
From time to time we will need to work on our distribution network to improve it, undertake maintenance or connect a new customer. This may mean we need to interrupt your supply of electricity.
If we do not give you at least 2 business days notice of our intention to interrupt your electricity supply, or we interrupt your electricity supply for longer than the time we indicated to you when we gave you notice, then you are entitled to a $20 credit on your account.
This Standard does not apply to any interruption of supply that arises for the purpose of enabling us to carry out emergency work or from other circumstances beyond our control.
We may at any time temporarily disconnect your premises or interrupt the supply of electricity if we believe it is necessary to avoid danger to life or property, or to prevent interference with the supply to other customers, or for the purpose of connecting or restoring supply to other customers.
Subject to our Guaranteed Customer Service Standard in respect of planned interruptions, we are not required to give notice of such temporary disconnections, but we will take reasonable steps to ensure they are as brief as possible.
If a street light is faulty please let us know. We will normally repair it within 12 business days.
If:
This standard only applies to street lighting systems owned or maintained by us.
If we make an appointment with you we aim to be on time. If we are more than 15 minutes late without contacting you, then you are entitled to a $25 account credit.
It is important that we honour our appointments. However sometimes unforeseen circumstances may cause us to reschedule. If this is the case we will notify you as soon as possible.
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.