guaranteed service levels
United Energy Distribution is committed to delivering Guaranteed Service Levels (GSLs) to its customers. They are supported by a quality management system certified to International Standard ISO 9001. The GSLs are as follows:
- If we are more than 15 minutes late for an appointment time agreed with you, you will receive a $20 credit on your electricity account.
- If we do not connect your new electricity supply on the date we agreed, for everyday we are late you will be credited $50, up to a maximum of $250.
- If you report a faulty street light next to your house or business that we are responsible for maintaining, and we do not fix it within two business days, we will pay you $10.
- If you experience more than ten unplanned sustained interruptions in a year, you will be credited $100. If you experience more than fifteen unplanned sustained interruptions in a year, you will be credited a further $50. If you experience more than 30 unplanned sustained interruptions in a year, you will be credited a further $150.
- If you experience more than 20 hours of unplanned sustained interruptions in a year, you will be credited $100. If you experience more than 30 hours of unplanned sustained interruptions in a year, you will be credited a further $50, and if you experience more than 60 hours of unplanned sustained interruptions in a year, you will be credited by a further $150..
- If you experience more than twenty four momentary interruptions in a year, you will receive $25, and if you experience more than thirty six momentary interruptions in a year, you will receive $35.
From the 1 of January 2006, supply interruption payments will apply to all customers including those with annual consumptions greater than 160 MWh. In some circumstances, such as where you request the interruption or where there is a widespread problem beyond our control, the GSL payment may not be payable.
Jemena Asset Management has equipment on the high voltage network and processes in place to constantly monitor and record supply outages to most of its customers. However, we rely on customers to identify supply outages as a result of fault on distribution substations and low voltage network. When a call is received from a customer, it is recorded on the customer's account.
In most cases we will arrange for the credit to be paid to you through your account with your retailer.
For more information, contact the United Energy Distribution Service Desk on 1300 131 689 (Business Hours)
