Customer Service Incentive Scheme (CSIS) research
Research purpose
Thank you for taking part. This survey should take no more than 15 minutes.
Please read the information below before you continue.
SA Power Networks operates South Australia’s electricity distribution network. Regulations, frameworks and schemes set the service levels we provide. In some service areas, our performance can result in a financial incentive or penalty.
This survey will ask you which service outcomes matter most to you and what good service looks like.
Your answers will help shape our proposals for the Service Standards Framework (SSF) and Customer Service Incentive Scheme (CSIS) for the 2030–2035 period.
What is SSF?
The Service Standards Framework (SSF) is set by the Essential Services Commission of South Australia (ESCOSA). It establishes service standards and targets for SA Power Networks, with performance monitored and reported against them. This helps provide transparency on service performance and identify opportunities for improvement. You can read more about these obligations here: ESCOSA - Electricity Overview.
What is CSIS?
The Customer Service Incentive Scheme (CSIS), regulated by the Australian Energy Regulator (AER), sets measures for assessing our performance in customer service areas that matter to customers. It is designed to encourage ongoing improvements in customer service.
Strong performance may result in a financial incentive, while poor performance may result in a penalty. You can read more about the scheme here: Customer service incentive scheme | Australian Energy Regulator (AER).
Why are we asking for your feedback?
Customer expectations and the way we deliver services are changing. We want to understand which service outcomes matter most to you and what you expect from us. Your feedback will help us decide which measures should be used to assess our performance into the next regulatory period (2030-35).
Go into the draw to win 1 of 5 $100 EFTPOS cards
By completing this survey, you can choose to go into the draw to win 1 of 5 $100 EFTPOS cards. If you want to enter the draw for this survey, please complete every question and then enter your details at the end of the survey so we can contact you if your name is drawn. The terms and conditions for the draw can be found below.
Gift Card Draw Terms and Conditions
1.1 Entry is open to South Australian residents who have been invited to complete a CSIS Research survey on behalf of SA Power Networks and who complete the survey during the relevant entry period.
1.2 To enter, eligible participants must complete the survey as directed.
2.1 An entrant is a person who has entered the gift card draw in accordance with these terms and conditions (Entrant).
2.2 All Entrants must:
(a) be residents of South Australia;
(b) be aged 18 years or older at the time of entry; and
(c) not be:
(i) a member of management, director, employee or contractor of SA Power Networks or its related bodies corporate; or
(ii) an immediate family member of a person listed in clause 2.2(c)(i).
2.3 For the purpose of these terms and conditions, immediate family means an Entrant’s spouse, de facto spouse, parent, natural or adopted child, or sibling, whether or not they live in the same household.
2.4 SA Power Networks reserves the right to verify the validity of entries and the eligibility of Entrants, including their identity, age and place of residence. Proof of identification, age, residency and entry suitable for verification will be determined at SA Power Networks’ discretion.
3.1 The entry period for the gift card draw begins on 21 October 2026.
3.2 To be included in the gift card draw, Entrants must complete the survey by 11:59 pm ACDT on 18 November 2026.
3.3 Five eligible Entrants will be randomly selected in the gift card draw.
4.1 Each randomly selected Entrant will receive an e-gift card valued at AUD $100. Where requested, SA Power Networks may provide a selection of hard-copy gift cards of the same value instead.
4.2 The total value of all prizes is AUD $500.
4.3 No cash alternative will be offered. Prizes are not transferable and are subject to availability. SA Power Networks reserves the right to substitute a prize with another prize of equivalent value without notice.
5.1 The gift card draw will be conducted at 12:00 pm ACDT on 20 November 2026.
5.2 The draw will take place at:
Level 1, 1 Anzac Highway
Keswick SA 5035
5.3 The randomly selected Entrants will be determined through a random computer-generated draw conducted on two computers at the address listed in clause 5.2.
6.1 Randomly selected Entrants will be notified by email and/or telephone within five business days of the draw.
6.2 If a selected Entrant does not respond, SA Power Networks will make three attempts to contact them over a period of three weeks.
6.3 A selected Entrant has until the date of the unclaimed gift card draw to claim their prize. If the prize remains unclaimed, it will be deemed unclaimed and included in the unclaimed gift card draw.
6.4 The initials and suburb of each randomly selected Entrant in the original gift card draw will be published at: Customer Service Incentive Scheme (CSIS) research
6.5 The details of the randomly selected Entrants in the original gift card draw will be published by 24 November 2026.
7.1 If any prize remains unclaimed, an unclaimed gift card draw will be conducted at 12:00 pm ACDT on 11 December 2026 at:
Level 1, 1 Anzac Highway
Keswick SA 5035
7.2 Randomly selected Entrants in the unclaimed gift card draw will be notified by email and/or telephone. SA Power Networks will make three attempts to contact recipients over three weeks.
7.3 The initials and state of all randomly selected Entrants in the unclaimed gift card draw will be published at:
www.sapowernetworks.com.au/contact/customer-service-incentive-scheme-csis-research
7.4 The results of the unclaimed gift card draw will be published by 16 December 2026.
8.1 Contact details collected by SA Power Networks for the purpose of administering the gift card draw will not be released or used for any other purpose.
8.2 Any identifying information collected for the gift card draw will be stored separately from survey responses.
8.3 By entering the gift card draw, Entrants consent to SA Power Networks publishing their initials and suburb on the SA Power Networks website if they are randomly selected as a prize recipient.
8.4 To opt out of the gift card draw, participants may contact SA Power Networks on 13 12 61 or email customerservice@sapowernetworks.com.au.
The promoter is SA Power Networks, 1 Anzac Highway, Keswick SA 5035.
ABN: 13 332 330 749.