Customer Service Incentive Scheme (CSIS) research
Research purpose
Thank you for taking the time to respond to this survey. This survey should take no longer than 15 minutes to complete.
Your feedback will help SA Power Networks understand what matters most when we deliver services or you interact with us. This survey will ask you to provide feedback and input into the way SA Power Networks measures success, and the inputs will be critical in shaping our proposals for the Customer Service Incentive Scheme submission (CSIS) and our service standards framework (SSF) for the 2030-2035 period.
What is CSIS?
The Customer Service Incentive Scheme (CSIS) is designed to encourage better customer service by measuring performance in areas that matter to customers. If SA Power Networks performs well, we may receive an incentive. If we don’t meet the standards, we will face a penalty.
The aim is to support ongoing improvements in the services customers receive. You can read more about CSIS here Customer service incentive scheme | Australian Energy Regulator (AER).
What is SSF?
The Service Standards Framework (SSF) is SA Power Networks’ internal framework for measuring how well we are delivering services for customers. It helps us track performance, identify opportunities to improve and ensure our service measures remain relevant to customer needs.
Why are we asking for your feedback?
Customer expectations and the way we deliver services continue to evolve. As we plan for the future, we want to understand what matters most to you and how you expect us to deliver our services. Your feedback will help shape the customer service measures we use to assess our performance, ensuring they reflect the outcomes that are most important to customers.
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
Entry is open to all participants invited to complete a CSIS Research SA Power Networks survey.
The entry period for inclusion in each gift card draw begins on 14 August 2026. The details for the end of each entry period are as below:
- The gift card draw is open to all participants who complete their selected survey by 11:59 pm ACST Friday, 11 September 2026. Five eligible participants will be randomly selected.
The randomly selected participants in the card draws will receive an e-gift card (or, if requested, a selection of hard copy gift cards) valued at AUD $100 each. The total national value of the gift card draws is AUD $500.
Date, time and place of draw
- The gift card draw will be conducted at 12:00 PM ACST on 14 September 2026.
All draws will be conducted at Level 1, 1 Anzac Highway, Keswick 5035. The randomly selected recipients of the gift card draws will be identified through a random computer-generated draw on two computers located at Level 1, 1 Anzac Highway, Keswick 5035.
The recipients will be notified by email and/or telephone within five business days of the draw. If there is no response, there will be attempts to contact the recipient three times over three weeks. The recipient will have until the date of the unclaimed gift card draw, to claim their prize. Following that, if there is no response, the gift card will be deemed unclaimed and will subsequently go into the unclaimed gift card draw. The initials and suburb of all those selected will be published on Customer Service Incentive Scheme (CSIS) research
The details of the randomly selected recipients of the first gift card draw will be published on 16 September 2026
The trader is SA Power Networks, 1 Anzac Highway, Keswick 5035. ABN: 13 332 330 749
An unclaimed gift card draw will take place at 12:00 pm ACST on 12 October 2026 at the above address. The randomly selected recipients of the unclaimed gift card draw will be notified by email and/or telephone. Three attempts over 3 weeks will be made to contact recipients. The initials and state of all randomly selected recipients will be published on Customer Service Incentive Scheme (CSIS) research on 14 October 2026.
Contact details collected and retained by ‘the Trader’ for the purposes of the gift card draw will not be released or used for any other purpose. Any identifying information will be stored separately to survey responses. By taking part in the gift card draw, participants agree to having their initials and suburb published on the SA Power Networks website if they are drawn as the recipient.
To opt-out of the gift card draws, participants can contact 13 12 61, or email customerservice@sapowernetworks.com.au