Energex is committed to making sure the safe and efficient delivery of electricity to your home or business meets an agreed set of industry standards.
A copy of the Code can also be found on the Department of Employment, Economic Development and Innovation website.
Processing and payment of Guaranteed Service Levels (GSLs) for our small customers is automated, as a result of the directive from the Queensland Competition Authority (QCA).
This process is reflected in the Code. To summarise, the effects of this initiative include:
You may view answers to our frequently asked questions by visiting our FAQs page.
Energex guarantees to meet the following Guaranteed Service Levels, or you will receive a GSL payment by cheque.
As long as we have received all necessary paperwork and approvals from you or your retailer, electricity will be connected to your premises, where supply is available, by the agreed date.
If we need to construct new powerlines or infrastructure in order to connect your electricity, we will work with you to set a date for the connection to be completed.
Should we not connect within the agreed time frame, you will receive a $52 payment for each day we are late.
If you need to reconnect your electricity supply and you have completed all necessary paperwork, reconnection will take place as follows (unless otherwise agreed with you):
Customers living in Brisbane CBD and urban areas:
We guarantee to reconnect within the same business day if you contact your retailer by midday, or the next business day if you contact your retailer after midday.
Customers living in Bay Islands and some rural areas:
We guarantee to reconnect within 10 business days.
Should we not reconnect within the agreed time frame, you will receive a $52 payment for each day we are late.
If we wrongfully disconnect the electricity to your premises without your permission, or contrary to legislation or our contractual arrangements with you or your retailer.
Disconnection for non-payment at your premises must not be performed:
You will receive a $130 payment for the inconvenience.
Loss of hot water, where the problem is our responsibility, will be attended to within one business day unless otherwise agreed with you.
You will receive a $52 payment per day if we do not meet this guarantee.
Based on a particular time or time period within a day (up to a maximum time period of five hours), and unless we have contacted you the day before to reschedule, we will be on time for appointments:
You will receive a $52 payment if we do not meet this guarantee.
If we need to interrupt your electricity supply to carry out maintenance on our network, we will provide at least two business days' notice.
We'll advise you of the estimated start and finish times of the planned interruption by one of the following:
If we don't meet this guarantee, we will pay residential customers $26 and eligible business customers $65.*
Please note: We use our best endeavours to advise of power interruptions.
However, for urgent work requiring action without delay - where failure to do so could result in an emergency or create a risk to the community or our staff - no guarantee payment is made except as described below.
We aim to restore your power after an interruption to supply within eight hours for Brisbane CBD customers and 18 hours for customers outside the Brisbane CBD.
If we are unable to do so, you will receive a $104 payment for each eligible interruption.
You are eligible for a Guaranteed Service Levels payment if you experience:
You will be eligible to receive a $104 payment if these duration and frequency reliability guarantees are not met.
Only one claim for this guarantee can be made during a financial year.
The following interruptions of supply are excluded from these guarantees:
Guaranteed Service Levels payments are automatically identified and calculated.
However, if you have not received a payment that you believe you are eligible for, please contact us on 13 12 53.
You will have three months from the date the event took place to lodge a manual claim.
To apply for a GSL payment, phone the Energex Contact Centre on 13 12 53.
An Energex Customer Service Representative will take you through the process and your claim for a payment can be made over the telephone.
Alternatively, you can complete our Guaranteed Service Levels Claim Form online.
You can download our Guaranteed Service Levels fact sheet (PDF 122.7 kb) or call 13 12 53 to obtain a hardcopy.
Any GSL claim that does not meet the specified criteria as set out in the Queensland Electricity Industry Code (the Code) will be declined.
Should you wish to appeal this decision, please forward your request in writing and address to:
GSL Internal Review Panel
GPO Box 1461
BRISBANE Qld 4001
On receipt of your letter of appeal, the GSL Internal Review Panel will respond to your request within 20 business days.
*GSLs apply to residential and small business customers only; that is, customers using less than 100 megawatt-hours per annum.
You may refer to past electricity bills to check your electricity usage. If you are unsure, contact us on 13 12 53.
Customers are able to claim $416 in total across all GSL types excluding wrongful disconnections, per electricity account in any one financial year.
Payments for wrongful disconnections are not subject to a cap.
The Guaranteed Service Levels outlined above should be interpreted in relation to the Electricity Industry Code made under the Electricity Act 1994.
This information is a summary only. Any payments made under these Guaranteed Service Levels are made by Energex for failure to meet the nominated standards.
We reserve the right to amend these service levels in accordance with any variations to the requirements of the Electricity Industry Code.
Energex is committed to providing you with the best possible standards of service.
For further information on GSLs, contact us on 13 12 53. For more information on the Electricity Industry Code and Guaranteed Service Levels visit the Queensland Government website.
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