Customer services
We pride ourselves on our customer service
We aim to ensure our products and services fully meet customers’
expectations. We provide a number of service guarantees as part of
our commitment to customers.
We make every effort to meet our service guarantees, and in some
circumstances we make payments to our customers to compensate them
for the inconvenience caused by any failure to meet promised
service levels.
Our Guaranteed Service Levels (GSLs)
for residential customers are:
- If we are more than two hours late for a scheduled appointment
you will be credited $50.
- If we have access to your property, but do not connect your gas
within two days of the agreed date, for every subsequent day we are
late you will receive a credit of $80 per day, up to a maximum of
$240.
- If you have five or more unplanned interruptions in a calendar
year you will be credited $150, and a further $150 if you
experience 10 interruptions. Please note that this does not include
unplanned interruptions due to forced emergency events, faults on
gas installations, transmission faults, upstream faults and third
party events.
- If gas supply to your property is interrupted and we do not
restore supply within 12 hours, you will be credited $150, and a
further $150 if supply is not restored within 18 hours. Please note
that this does not include unplanned interruptions due to forced
emergency events, faults on gas installations, transmission faults,
upstream faults and third party events.
NOTE: Guaranteed Service Levels are set out in Part E
(Page 42) of the Gas Distribution System Code. more information