Customer payments for energy outages

If your energy supply goes out for more than 12 hours, you may be entitled to payments under the guaranteed service level scheme.

For electricity, you may be entitled to a payment if you experience:

unplanned power outages lasting longer than 12 or 18 hours depending on where you live

more than 20 hours of unplanned and sustained outages in one calendar year

a delay in connecting a new supply

your distributor is late for an agreed appointment.

Electricity outages

Payments range from $30 to $360 depending on a range of factors with the amounts set in the Electricity Distribution Code (section 6.3).

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.

Minimum amount payable	Reason for payment
Single outages
$80	Urban area - single outage lasting more than 12 hours but less than 20 hours per year
$80	Rural area - single outage lasting more than 18 hours but less than 20 hours per year
Multiple outages
$120	More than 20 hours per year
$180	More than 30 hours per year
$360	More than 60 hours per year
Multiple outages	Number of unplanned, sustained outages
$120	More than eight per year
$180	More than 12 per year
$360	More than 24 per year
Momentary outages	Less than one minute each
$30	More than 24 per year
$40	More than 36 per year
Late or missed appointments
$30	More than 15 minutes late for an agreed appointment window
Delay to new connections
$70 per day to maximum $350	Where a new electricity supply is not connected on the agreed date

Minimum amount payable

Reason for payment

Single outages

$80

Urban area - single outage lasting more than 12 hours but less than 20 hours per year

$80

Rural area - single outage lasting more than 18 hours but less than 20 hours per year

Multiple outages

$120

More than 20 hours per year

$180

More than 30 hours per year

$360

More than 60 hours per year

Multiple outages

Number of unplanned, sustained outages

$120

More than eight per year

$180

More than 12 per year

$360

More than 24 per year

Momentary outages

Less than one minute each

$30

More than 24 per year

$40

More than 36 per year

Late or missed appointments

$30

More than 15 minutes late for an agreed appointment window

Delay to new connections

$70 per day to maximum $350

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 you need (or request) to be there, your distributor will give you a two-hour window for your appointment. If they do not come in that time, you will get a payment. If you are not needed, or do not request to be there, you will get a payment if your distributor does not come on the agreed appointment day. 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.

Maximum amount payable

Reason for payment

Late or missed appointments

$50

Per appointment missed. This is based on eligibility criteria:

If you need (or request) to be there, your distributor will give you a two-hour window for your appointment. If they do not come in that time, you will get a payment.

If you are not needed, or do not request to be there, you will get a payment if your distributor does not come on the agreed appointment day.

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.

Customer payments for energy outages