Guaranteed Service Levels

We’re committed to providing you a safe, reliable, and affordable electricity supply. While we’re proud that our network is one the most reliable in Australia, there’s always room for improvement.

If we don’t provide minimum required levels of reliability to your property, you may be eligible for a Guaranteed Service Level (GSL) payment under our operating licence.

These payments are based on the number of outages (or interruptions) you experience or the length of time that you were without electricity within a financial year as per the thresholds set out in the table below.

GSL TypeInterruptions (within the financial year)Payment FY25
120 hours of interruptions, or 10 interruptions$120
248 hours of interruptions, or 20 interruptions$190.27

Please note eligibility criteria apply where events beyond our control are responsible for interruptions to your power supply (for example, adverse weather events, natural disasters or disruptions to the transmission system upstream of our network e.g. load shedding).

How do I apply?

We will contact you if you are eligible for a GSL payment.

We regularly assess the reliability of power supply to homes and businesses across our network. If reliability falls below the levels set out in the table above, we will contact you to provide instructions on next steps.

Please make sure your contact details – such as your mobile phone number – are up to date with your electricity retailer (who sends you your bill). This will ensure we can contact you about GSL eligibility and other important matters regarding your electricity supply.

I’ve been notified about my eligibility for payment. What next?

Please fill out this form to complete your application. It is important that you provide all the necessary information for us to process your application.

Payments are assessed on a financial year basis. In accordance with the requirements of our operating licence, you will need to complete and submit this form within 12 weeks of the end of the financial year when service levels were not met.

We'll send you a response as soon as we can, after we process your application.

If you are eligible for a payment it will be processed via direct credit to your nominated bank account.

Where can I find out more?

If you’ve experienced numerous or extended interruptions, please call us on 131 003 for further information.