two new Standards for network reliability

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

The new Standards can compensate qualifying customers who have experienced eligible supply interruptions exceeding the specified frequency and/or duration.

The information below relates specifically to these new Standards:

what are the new Standards and how do they apply to me?

The two Standards are called the Interruption Frequency Standard and the Interruption Duration Standard, and they apply if we provide you with customer connection services.

If your household or business experiences eligible supply interruptions then you can make a claim under the applicable Standard.

The minimum eligible supply interruptions for a single claim are:

• four interruptions, each of five hours’ duration within one financial year for a claim under the Interruption Frequency Standard. Please note that customers are entitled to a maximum of one payment per financial year under this standard.
• a single interruption of 18 hours’ duration for a claim under the Interruption Duration Standard.

do the Standards apply to all power interruptions?

No, not every type of power interruption will be included when assessing your Guaranteed Customer Service Standards claim, as some interruptions may be due to normal network operations or out of Country Energy’s control.

The following will be excluded -

• planned interruptions (scheduled by Country Energy for maintenance or other work);
• interruptions caused by the effects of a severe thunderstorm or severe weather (as defined by the Bureau of Meteorology). These effects may include the necessary operation of a circuit protection device which interrupts supply to customers in areas not directly impacted by the severe thunderstorm or severe weather. Click here to view the definitions on the Bureau of Meteorology’s website.
• an interruption within a region in which a natural disaster has occurred;
• interruptions caused by third party actions, such as vehicle accidents and vandalism;
• an interruption resulting from a request or direction of an Emergency Service Organisation;
• a shortfall in generation; and
• a failure or instability of the shared transmission system.

Any interruptions occurring prior to 1 July 2006 are ineligible.

how do I apply?

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

when do I need to apply by?

A request must be made by you within three months of the relevant power interruption for the Interruption Duration Standard or within three months after the end of the financial year for the Interruption Frequency Standard. i.e. To claim under the Interruption Frequency standard for the 2006 - 2007 financial year, we must receive your request on or before 30 September 2007.

how and when will I be notified of the outcome of my claim?

We will advise you of the outcome of your claim in writing within one month of receiving your request, and include an explanation if your claim is ineligible.

how much will I get and how will I be paid?

If you are eligible for a payment under the Standards your electricity account will be credited by $80 for each valid claim, with a maximum of $320 payable to a customer, per household or business, within any one financial year.