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peoplepact
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. It’s our promise to eligible customers* that we will meet the Guaranteed Service Levels (GSLs) set out in the Electricity Industry Code, effective 1 July 2007. A copy of the Code can also be found on the Department of Mines and Energy website
ENERGEX guarantees to meet the following standards, or you will receive a GSL payment by cheque.
service guarantees
connections
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. You’ll receive a $40 payment per day if we fail to meet this guarantee.
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.
reconnections
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. We will reconnect electricity for customers in the Brisbane CBD and urban areas on the same business day if you contact your retailer by 12pm, or the next business day if you contact your retailer after 12pm. If you live on the Bay Islands and some rural areas we will reconnect you within 10 business days. Should we not reconnect within the agreed time frame, you’ll receive a $40 payment for every day we are late.
wrongful disconnection
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, you’ll receive a $100 payment for the inconvenience.
hot water supply
Loss of hot water complaints, where the problem is our responsibility, will be attended to within one business day unless otherwise agreed with you. You’ll receive a $40 payment per day if we fail to meet this guarantee.
appointments
We will be on time for appointments to read, test or inspect your meter or to inspect, alter or add to your electrical installation based on a particular time or time period within a day (up to a maximum five hour time period). You’ll receive a $40 payment if we do not meet this guarantee, unless we contact you the day before to reschedule.
planned interruptions
If we need to interrupt your electricity supply to carry out maintenance on our network, we’ll give you at least two business days notice. We’ll advise you of the estimated start and finish times of the planned interruption either by mail, letterbox drop, newspaper or radio advertisements, email, phone, fax or flyer. If we don’t meet this guarantee, we’ll pay residential customers $20 and eligible business customers $50*.
Please note: For urgent work that needs to be done without delay, where failure to do so could result in an emergency or create a risk to the community or our staff, we will use our best endeavours to advise you of the power interruption.
Claims for a payment relating to a missed appointment or no notification of a planned interruption must be made within one month of the event. Payments for the loss of hot water supply, connection, reconnection, and wrongful disconnection guarantees will be generated automatically by ENERGEX. However, if you think you have not received a payment that you believe you’re eligible for please contact us on 13 12 53.
supply reliability guarantees
duration of electricity interruption
If we’re unable to restore your power after an interruption to supply within 8 hours for customers in the Brisbane CBD and 18 hours for customers outside the Brisbane CBD, you’ll receive an $80 payment for each eligible interruption. Claims for this payment must be made to ENERGEX within one month of the event.
frequency of electricity interruptions
You’re eligible for a GSL payment if you experience 10 or more interruptions of supply for customers in Brisbane CBD and urban areas, and 16 or more for customers in rural areas over a financial year. Claims for this payment must be made to ENERGEX within three months following the end of the relevant financial year. Only one claim for this guarantee can be made during a financial year.
You’ll be eligible to receive an $80 payment if these duration and frequency reliability guarantees are not met. The following interruptions of supply are excluded from these guarantees:
- interruptions of one minute or less duration;
- interruptions due to generation or transmission problems (see the Electricity Industry Code for full description);
- planned interruptions;
- interruptions caused or requested by you; or
- interruptions due to natural disasters (see the Electricity Industry Code for full description).
how to 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 online claim form by clicking here.
guaranteed service levels brochure
A brochure was prepared by ENERGEX. To obtain a copy of this brochure please call us on 13 12 53 or you can download our Guaranteed Service Levels brochure via the following link.
Download Brochure (457 Kb)
terms and conditions
*GSLs apply to residential and small business customers only, that is customers using less than 100 MW hours of electricity per annum. If you are unsure, contact us on 13 12 53, or refer to past electricity bills to check your electricity usage.
Customers are able to claim in total $320 (covering all the GSLs, excluding wrongful disconnections) in any one financial year per electricity account. Payments for wrongful disconnections are not subject to a cap.
The Guaranteed Service Levels outlined 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 Queensland Government Website