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