Find the latest information about customer payments for energy outages and compensation claims for voltage.
Guaranteed Service Level payments for energy outages and voltage claims
Overview
The Electricity Distribution Code of Practice requires Victorian distributors (the distributors) to make guaranteed service level (GSL) payments to customers who receive a level of service worse than a specific threshold or level. GSL payments are an acknowledgement of the inconvenience a customer experiences when their distributor does not meet a GSL.
Our frequently asked questions provide information about the GSL scheme, and the steps you can take if you are eligible for a payment but have not received it.
Guaranteed service level payments may not be required if outages are outside a distributor's control
Service level payments may not be payable if the unplanned outages are found to be caused by events outside a distributor’s control.
This may include supply interruptions due to transmission faults and are set out in the Electricity Distribution Code of Practice.
Electricity outages
Payments range from $40 to $380 depending on a range of factors with the amounts set in the Electricity Distribution Code of Practice (clause 14.5).
- The code specifies minimum guaranteed service levels.
- You may not be entitled to a payment if an outage is the result of an event outside the control of your electricity distributor.
- You may be entitled to multiple payments but only one in each category.
- Payments are usually applied automatically as a credit to your power bill.
The following payments apply to outages occurring from 1 July 2021.
| Minimum amount payable | Reason for payment |
|---|---|
| Multiple outages | Hours of unplanned, sustained outages |
| $130 | More than 18 hours per year |
| $190 | More than 30 hours per year |
| $380 | More than 60 hours per year |
| Multiple outages | Number of unplanned, sustained outages |
| $130 | More than eight per year |
| $190 | More than 12 per year |
| $380 | More than 20 per year |
| Momentary outages | Less than one minute each |
| $40 | More than 24 per year |
| $50 | More than 36 per year |
| Major event day payments | Hours of unplanned, sustained outages |
| $90 | More than 12 hours, on a major event day |
| Late or missed appointments | |
| $35 | More than 15 minutes late for an agreed appointment window |
| Delay to new connections | |
| $80 per day to maximum $400 | Where a new electricity supply is not connected on the agreed date |
*A sustained outage = at least one minute, a momentary outage = less than one minute.
**Calculated based on calendar year.
***See the Electricity Distribution Code for a full list of payments and exclusions under guaranteed service levels.
Gas outages
| Maximum amount payable | Reason for payment |
|---|---|
| Late or missed appointments | |
| $50 | Per appointment missed. This is based on eligibility criteria:
If a distributor reschedules an appointment, it is counted as a missed appointment and the payment applies. |
| Delay to new connections | |
| $80 per day to maximum $240 | If you do not get connected within one day of the agreed date, you will get a payment. |
| Multiple outages | |
| $150 | Five outages within a year. |
| $150 | Additional five outages (a total of 10 outages) in the same year, you will receive an additional $150. |
| Duration of outages | |
| $150 | Single outage – without gas for 12 hours. |
| $150 | Additional six hours without supply (total of 18 hours), you will receive an additional $150. |
**Calculated based on calendar year.
Gas-specific exclusions:
- Appointments - a payment does not apply if the customer requests an appointment to be rescheduled.
- Delay to new connections – the only exclusion is if the distributor is unable to access the meter. For example, if a distributor arrives and cannot access the property due to a locked gate.
See the Gas Distribution System Code for a full list of payments and exclusions.
Compensation claims resulting from voltage variations
Customers can also lodge a compensation claim for damaged property or food spoilage resulting from an unauthorised voltage variation event (which can be experienced during a power surge).
Claim forms can be found on the distributors’ websites:
Customers may need to provide proof of loss or damage, such as technical reports, photos, or receipts. The information distributors need to assess claims will vary depending on the nature of the claim. Refer to the distributors’ websites for more information.
Customers may also be able to make a claim with their home and contents insurer. Customers can consult the product disclosure statement or contact their insurer for more information.
Dispute resolution
If you are dissatisfied with the handling or outcome of your compensation claim, you can contact the Energy and Water Ombudsman (Victoria) (EWOV) to make a complaint. EWOV is a free and independent dispute resolution service that assists customers with resolving complaints about Victorian energy businesses.
What to do if your electricity or gas is out
If your electricity or gas is out and you have not heard from your distributor, give them a call or visit their website.
You can find out who your distributor is on the Victorian Government’s ‘energy’ website, or look at your most recent electricity or gas bill.