Guaranteed service levels
Our commitment to you
We’re committed to providing you with 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.
GSL payments
If you've had multiple outages in a short time, you may be eligible for a Guaranteed Service Level (GSL) payment. This is paid when your power supply hasn’t met minimum reliability standards. Here’s what to do:
Keep a record
Write down the dates and times of every outage you experience in a financial year.
You don’t need to apply, we’ll contact you if you’re eligible
Ensure your contact details are correct and up to date with your electricity retailer.
Complete the reliability support form
Start your application online.
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 Type | Interruptions (within the financial year) | Payment FY25 | Payment FY26 |
1 | 20 hours of interruptions or 10 interruptions | $120.00 | $122.88 |
2 | 48 hours of interruptions or 20 interruptions | $197.27 | $217.76 |
Eligibility criteria apply when power supply interruptions occur due to circumstances beyond our control, such as severe weather, natural disasters, or transmission system disruptions like load shedding.
These criteria also consider Major Event Days, which are extreme weather events that could significantly impact our performance. These are typically interruptions that are excluded from Guaranteed Service Levels.
How to apply for a payment
We will contact you if you are eligible for a GSL payment.
We regularly assess the reliability of the 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, including providing you with a unique identification number to support your application.
When you do apply, 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 that we can contact you about your GSL eligibility, as well as other important matters regarding your electricity supply.
After you're notified as being eligible
Please fill out the form below 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 in which your 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.
