The following Guaranteed Service Levels are imposed under Ausgrid's Distribution Network Service Provider’s Licence and apply to interruptions occurring from 1 July 2024.
Ausgrid must pay claims for compensation if it exceeds certain thresholds in relation to the total length of time that it interrupts a customer's supply of electricity and the frequency of such interruptions in a financial year. To be eligible for a GSL payment a customer must:
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be the electricity account holder at the time that all eligible interruptions occur (note: some interruptions are excluded, such as interruptions for planned network maintenance).
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must experience 20 total hours of interruptions or 10 interruptions in a single financial year.
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must experience 48 total hours of interruptions or 20 interruptions in a single financial year.
If Ausgrid exceeds the interruption standard at a customer’s premises during a financial year, a customer may be entitled to one GSL1 and one GSL2 payment per year. The claim for payment must be made within three months of the end of the financial year (by 30 September each year).
Where Ausgrid receives a claim for compensation, Ausgrid must determine the claim and notify the customer of the determination within 12 weeks. Where the claim is to be paid, the notice of determination must include the amount to be paid and the manner and timing of the payment. Where the determination is not to pay the claim, either in part or in full, the notice of determination must include the reasons for the decision.
If requested by a customer, Ausgrid will provide written information on the availability of these payments.
Making a claim
To make a claim for Guaranteed Service Levels for Network Reliability and Performance, read the FAQs and supporting information in the Guaranteed Service Levels Brochure. To ensure you understand the rules that apply, please refer to the supporting Claims FAQs before making your Claim.
