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Guaranteed Service Level claims

If you have experienced very long or frequent power outages, you may be eligible for a Guaranteed Service Level (GSL) payment.

Payments are automatically sent to you if you are eligible, you don't need to apply.


Eligibility

You may be eligible for one of the following payments:


Financial Year
(1 July - 30 June)

Threshold One Threshold Two Threshold Three
Number of outages 10 - 12 13 - 15 More than 15
Payment $100* $150* $200*


*payments include GST and are subject to change.

Duration of outage payments (a power outage longer than 12 hours)

  Threshold One Threshold Two Threshold Three Threshold Four Threshold Five
Duration (hours) More than 12 and up to and including 15 More than 15 and up to and including 18 More than 18 and up to and including 24 More than 24 and up to and including 48 More than 48
Payment

$100*

$150* $200*

$405*

$605*


*payments include GST and are subject to change.


Exclusions

You will not be eligible if the outage was:

  • caused by you or by a fault on your electrical installation
  • shorter than one minute (for ‘frequency’ payments - more on short outages below)
  • planned work as part of our maintenance programme with advanced notice provided
  • caused by electricity transmission and generation failures
  • the result of an emergency such as a bushfire
  • if we are unable to safely access our equipment.

If there are multiple power outages related to the same fault event (for example the power goes off and on again through a storm), it counts as one outage when calculating ‘frequency’ payments.

Short outages

Outages lasting just a few seconds is the network protecting itself during a temporary fault (such as twigs brushing against the line due to wind, or from brief animal contact), much like a safety switch at home except the power comes back on after a few seconds if the faults is no longer detected.

Outages of 30 to 60 seconds are successful examples of the 'self-healing' network in operation. Currently around 70 high voltage feeders on our network in South Australia have smart devices which can automatically detect a fault location, isolate that fault, then restore power from an alternative path. Only customers who are closest to the physical fault will experience an extended power outage and all other customers will have an outage of less than one minute.

While both these types of short outages are inconvenient and mean we have to reset clocks and timers etc, they are actually examples of how technology and innovation are improving electricity supply reliability. Outages which once would have been several hours in duration, are now often less than a minute!


Emergency situations and no access

Sometimes we are unable to undertake repairs because we cannot gain safe access to our equipment. These are called force majeure events.

When a force majeure event occurs, we deduct the time we were unable to safely access our equipment from the overall duration of the outage to calculate the Guaranteed Service Level payment if any. In some cases, a payment may still apply but it may not be as much as you expect based on the total time without power.


Claiming a GSL payment

You don't need to apply to receive a payment. Payments are automatically generated if you are eligible. However, you may wish to register your details.


When are payments made?

In accordance with the Electricity Distribution Code, GSL ‘duration’ payments are made within three months of the power outage.

Frequency of interruption payments are generally made during August or September each year to the customer who lived at the property on 30 June.

Need more information? Refer to our GSL fact sheet 86KB PDF or contact 13 12 61