Guaranteed Service Levels (GSL)

CitiPower and Powercor has a commitment to provide a reliable and high-quality service to customers. Our Guaranteed Service Levels demonstrate this commitment. If we do not meet a Guaranteed Service Level we may compensate customers.

Guaranteed Service Levels are regulated by Victoria’s Essential Services Commission:

Supply Reliability

We (unless excused by the Essential Services Commission) will make a supply reliability payment of:

  • $130 where the customer experiences more than 8 unplanned sustained interruptions per year; or
  • $190 where the customer experiences more than 12 unplanned sustained interruptions per year; or
  • $380 where the customer experiences more than 20 unplanned sustained interruptions per year; and
  • $40 where the customer experiences more than 24 momentary interruptions per year; or
  • $50 where the customer experiences more than 36 momentary interruptions per year.

Supply Restoration

We (unless excused by the Essential Services Commission) will make a supply restoration payment of:

  • $130 where the customer experiences a combined total of more than 18 hours of unplanned sustained interruptions per year; or
  • $190 where the customer experiences a combined total of more than 30 hours of unplanned sustained interruptions per year; or
  • $380 where the customer experiences a combined total of more than 60 hours of unplanned sustained interruptions per year; or
  • $90 where the customer experiences more than 12 hours unplanned sustained interruption on a Major Event day.

Connection of Supply

For each day that we are late in connecting the customer’s electricity supply by the agreed date, we will make a GSL payment of $80 a day, to a maximum of $400.

Customer Appointments

We will make a GSL payment of $35 if we arrive more than 15 minutes late for an appointment window that has been agreed with you.

Street Lighting Repairs

You may be eligible to receive $25 for reporting a faulty streetlight if you’re the first person to report it and we don’t repair it within two business days. Under our Guaranteed Service Level the streetlight must be:

  • The closest streetlight to your home or business
  • Located within the CitiPower or Powercor network

If you have an inquiry about these Guaranteed Service Levels or believe you are eligible for compensation, you can contact us.

CitiPower: 1300 301 101 

Powercor: 13 22 06 

Have a question for our team?

Have a question for our team?