The Guaranteed Service Level (GSL) scheme ensures network providers provide small customers with a minimum level of service, otherwise the network provider is obligated to make a payment to the impacted customers.

In 2011, the Commission made a GSL Code to set out the arrangements for payments to be made by network service providers to small customers (less than 160 megawatt hours per annum) connected to the regulated networks (Darwin-Katherine, Alice Springs and Tennant Creek) who receive poor levels of service.

On 25 October 2017, this code was updated and merged into the Electricity Industry Performance (EIP) Code. The new EIP Code follows extensive consultation with industry participants and stakeholders in the Territory’s electricity supply industry. In March 2017, the Commission published a Request for Submission on Guaranteed Service Level Code and Electricity Standards of Service Code and then in July 2017 the Commission published a Proposed Code: Request of Submission on the Guaranteed Service Level Code and Electricity Standards of Service Code.

Currently the only network provider is Power and Water Corporation.

The minimum performance standards set out in the 2011 code will remain in place for 2017-18 and 2018-19. Power and Water’s current determination is based on the 2011 GSL scheme.

However, from 2019-20 onwards a revised scheme will operate. The main variation from 2019-20 onwards regards the removal of the distinction between urban and rural customers, resulting in improved minimum services to rural customers. Specifically, the main impact is to improve minimum levels of service for rural customers in relationship to frequency of interruptions from 16 to 14 interruptions per annum and establishment of a new connection from 10 to 5 days.

Further, the value of the payments will be updated to take into account inflation.

Minimum performance requirements relate to:

  • Duration, frequency and accumulation of interruptions
  • Time to establish or re-establish connections
  • Notice of planned interruptions
  • Keeping appointments
  • Time to respond to written inquiries.

The GSL scheme relates to the performance of network providers.  Note that outages may be caused by events not related to network services. There are no GSL payments for these events.

For administrative convenience the network provider (such as Power and Water Corporation) may organize payments to be made through your retailer. This may be in the form of a credit on your electricity bill. For more information on GSL payments please visit Power and Water Corporation website. If you have any questions or would like to discuss your eligibility for a payment, in the first instance please contact Power and Water Corporation.

2017-18 and 2018-19 GSL minimum service performance and payments

2019-20 onwards minimum service performance and payments.