As part of our Electricity Distribution Code review 2019, we are reviewing the protections for customers within the code, such as when customers can be compensated for low reliability.
Customer protections in the Electricity Distribution Code (2019 review)
Draft decisionJanuary / February 2020
Final decisionMarch / April 2020
As part of our Electricity Distribution Code review 2019, we are reviewing the protections for customers within the code.
The code has in place service standards to protect customers in their interaction with the electricity network. We seek to review these being fit for purpose and reflect customer expectations as the electricity sector undergoes change.
The customer service standards include:
- Guaranteed Service Level (GSL) - this is compensation for customers involving low reliability in supply, failure to connect a customer or not adhering with scheduled appointments
- communication during outages - a distributor notifying customers or government departments during periods of planned and unplanned outages respectively.
The code has many different areas to consider. Throughout 2019-20 we will be engaging with many different stakeholders as we consider the matters outlined for review.
If you would like to receive direct updates and notifications about our project, please email firstname.lastname@example.org.