Our commitment
If Ausgrid exceeds the interruption standard at a customer’s premises during a financial year, a customer may be entitled to one GSL1 category payment and one GSL2 category payment.
Where Ausgrid receives a GSL claim:
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we will notify the customer of the outcome of their claim within 12 weeks.
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where the claim is to be paid, we will notify the customer and confirm the amount to be paid and the manner and timing of the payment.
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where the determination is not to pay the claim, either in part or in full, we will notify the customer of the reasons for the decision.
If requested by a customer, Ausgrid will provide written information on the availability of these payments.
Eligibility
To be eligible for a compensation payment, the following criteria must be met:
- the customer must have been the electricity account holder at the time that all eligible interruptions occur (note: some interruptions are excluded, such as planned interruptions for network maintenance).
- the customer must have experienced 20 total hours of interruptions or 10 interruptions in a single financial year to be eligible for a GSL1 category payment of $120.00.
- the customer must have experienced 48 total hours of interruptions or 20 interruptions in a single financial year to be eligible for a GSL2 category payment of $148.93.
What is not covered?
There are some instances when interruptions to your power supply do not fall under these standards.
These include:
- a planned interruption (for example scheduled planned power outages to allow connection, network maintenance or other utilities to work in your street);
- outages that commence on a ‘major event day’. A major event day can occur when Ausgrid's network experiences significant disruptions or outages that exceed its reasonable operational limits. This can include interruptions caused by severe storms, bushfires, floods, or significant unplanned equipment failure;
- an interruption resulting from load shedding due to a shortfall in generation or intervention by the system operator, a failure or instability of the shared transmission system, a request or direction from an emergency service organisation, or a failure of another licence holder’s distribution system; or
- an unplanned interruption lasting less than three minutes.