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From 1 July 2020, the Independent Competition and Regulatory Commission made changes to the Consumer Protection Code. This is to ensure energy retailers operating in the Australian Capital Territory (ACT) meet guaranteed service levels.
What does this mean?
This means that we’ll pay a customer a rebate for not meeting guaranteed service levels for the following situations.
When you contact us to turn on your electricity and/or gas supply to your home or business, here’s a list of the expected timeframes for connections depending on the time and day you call us.
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Request type |
Expected guaranteed service level |
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If you contact us before 2pm on a business day to request for your electricity or gas connection to be turned on. |
Your electricity or gas will be turned on by the same day.* |
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If you contact us after 2pm on a business day to request for your electricity or gas connection to be turned on. |
Your electricity or gas will be turned on by the next business day.* |
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If you contact us on a non-business day (e.g., a weekend or public holiday) to request for your electricity or gas connection to be turned on. |
Your electricity or gas will be turned on by the next business day.* |
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Otherwise, if you contact us to request for your electricity or gas connection to be turned on a certain day. |
Your electricity or gas will be turned on by the day agreed between you and us.* |
What happens if we don’t meet these guaranteed service levels?
We’ll pay you a rebate of $60 per every day that we are late, at a maximum of $300 in total.
*An investigation will take place to determine if the connection didn’t occur on time due to our error. If this is the case, we’ll provide relevant rebates, as soon as practicable.
A disconnection in error may occur for various reasons. Here are some examples:
- We disconnected an account due to non-payment in error,
- We disconnected the wrong account due to non-payment,
- A request was made to disconnect an account, but we disconnected the wrong account.
If any of these situations occur, we’ll pay you a rebate of $100 per wrongful disconnection.
We must respond to any complaints in a timely manner. This means we must:
- Acknowledge your complaint immediately and,
- Respond to your complaint within 20 business days.
If we don’t do this, we’ll pay you a rebate of $20 per complaint.
If we need to change or update your meter or install solar panels, we may need to disconnect your power to do the job safely. This is separate to any planned or unplanned interruptions organised by your distributor (the company that looks after electricity poles and wires or gas pipes). When this happens, we need to give you notice.
Unless you agree to a shorter time frame, we need to give you four (4) business days’ notice for a planned interruption of your electricity and gas supply.
If this doesn’t happen, we’ll pay you a rebate of $50 per interruption.
We continuously check our processes to make sure we meet these service level standards. When identified, we will provide relevant rebates to impacted customer accounts as soon as practicable.
If you think we haven’t met any of these guaranteed service levels, please contact us.
A rebate will be applied to your energy account once the service level issue has been identified and checked. You’ll see a description of the type of rebate applied on the next bill after the credit has been applied.
Yes, you can ask for a refund if your account balance is in credit. Otherwise the rebate amount will come off any balance that is owing.