The following 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. View these Contracts
The Guaranteed Customer Service Standards are as follows. Please select from the list to read more on each standard.- Timely provision of services
- Timely notice of planned interruptions to supply
- Repair of faulty streetlights
- Punctuality in keeping appointments
- Interruption frequency & interruption duration
- Retail Billing Guaranteed Service Level (QLD only)
How do I apply for credit?
Simply call us on 13 23 56 and ask 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 outlined in this section 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 you are connected to our Distribution Network, but have chosen another retailer, then we will pay you by way of a cheque made out in your name. If your claim is not approved, then you will either receive a letter outlining the reason for our decision, or a representative will be in contact with you to discuss the matter.
