On 23 December 2011, the Commission made a Guaranteed Service Level (GSL) Code to set out the arrangements for payments to be made by network service providers to small customers who receive poor levels of service.

The Code is based on the recommendations arising from the Review of Options for Implementation of a Customer Service Incentive Scheme for Northern Territory Electricity Customers and consultation with electricity industry participants. For more information, see Newsroom.  The Commission has also published an explanatory document setting out the reasons and rationale for developing the Code. For more information, see Guaranteed Service Level Code Consultation.

If a network provider (currently Power and Water Corporation) does not meet the guaranteed service levels as specified in the GSL Code, the network provider must make a GSL payment to the eligible small customer as outlined below and in accordance with the Code.

Performance measures
Guaranteed Service Levels
GSL Payments
Duration of a single interruption.
More than 12 hours and less than 20 hours
 
 
More than 20 hours
 
$80.00 per event
 
$125.00 per event
 
Frequency of interruptions.
CBD feeders or Urban feeders: More than 12 interruptions in a financial year
 
Rural short feeders or Rural long feeders: More than 16 interruptions in a financial year
$80.00
 
 
$80.00
Cumulative duration of interruptions.
More than 20 hours of interruptions in a financial year
$125.00
Time for establishing a connection.
Re-connection of an existing premises:
 
  • Within 24 hours of receipt by the network provider of a valid request for re-connection from the small customer
New connection of a premises in a CBD area or Urban area  (excluding connections requiring network extension or augmentation):
 
  • Within 5 business days of receipt by the network provider of a valid electrical certificate of compliance from the small customer, or as otherwise agreed with the customer
New connection of a premises in a Rural area (excluding connections requiring network extension or
augmentation):
 
  • Within 10 business days of receipt by the network provider of a valid electrical certificate of compliance by the small customer, or as otherwise agreed with the customer
$50.00 per day late, up to a maximum of $300.00
Time for giving notice of planned interruptions.
At least 2 business days notice prior to the commencement of the business day upon which the planned interruption will occur
$50.00
Keeping appointments.
In a CBD area or an Urban area, within 30 minutes of the time agreed with the small customer.
In a Rural area, within 1 hour of the time agreed with the small customer
$20.00
Time for responding to a written enquiry that is related to the regulated network.
Within 10 business days of receipt by the network provider of a written enquiry from a small customer
$80.00

 

For more information see: