Customer compensation

These are known as Guaranteed Service Level payments. Payments differ depending on the type of outage. Also, some events may be excluded from this payment where the Essential Services Commission has determined that the event is beyond the control of the electricity distributor in accordance with relevant industry codes.

If you are experiencing problems with your electricity supply such as frequent blackouts, or if you would like to find out when the power will be coming back on, contact your electricity distributor.

If you believe that you are entitled to a payment from your electricity distributor in relation to problems with your electricity supply, but have not yet received it, contact the Energy and Water Ombudsman of Victoria on 1800 500 509.

Guaranteed Service Level payments

Supply restoration payment

Nature of outage Amount
More than 20 hours of unplanned sustained interruptions per year $120
More than 30 hours of unplanned sustained interruptions per year $180
More than 60 hours of unplanned sustained interruptions per year $360
Unplanned sustained interruption of more than 12 hours, and 20 hours or less of unplanned sustained interruptions in that year, where supplied by a CBD feeder or an urban feeder. $80
Unplanned sustained interruption of more than 18 hours, and 20 hours or less of unplanned sustained interruptions in that year, where supplied by a short rural feeder or a long rural feeder. $80

Low reliability

Nature of outage Amount
More than 8 unplanned sustained interruptions per year $120
More than 12 unplanned sustained interruptions per year $180
More than 24 unplanned sustained interruptions per year $360
More than 24 momentary interruptions per year $30
More than 36 momentary interruptions per year $40

Poor service standards

Nature of event(s) Amount
If a distributor is more than 15 minutes late for an appointment $30
If a distributor does not supply electricity to a customer's supply address on the day agreed $70 per day (up to a maximum of $350)

Major event day payment

Nature of event(s) Amount
A customer who experiences 12 or more hours off supply will receive a major event day payment. $90

Page last updated: 04/11/21