This page contains annual performance data for Guaranteed Service Level (GSL) payments that Victorian electricity distributors make to customers.
Annual Performance Data for Distributors’ Guaranteed Service Level (GSL) payments
Overview
This page contains annual performance data for Guaranteed Service Level (GSL) payments that Victorian electricity distributors make to customers. This data is submitted to both the Essential Services Commission and the Australian Energy Regulator (AER). The data shows distributors’ performance against the customer service standards set in the Electricity Distribution Code of Practice.
Electricity distributors are required to make GSL payments to customers who experience certain types of service disruptions. This includes, but is not limited to, unplanned electricity supply outages. In 2021, we modernised the GSL scheme to improve how distributors identify eligible customers. We implemented new requirements to use smart meter data for assessing eligibility for unplanned outage payments. This update ensured that all eligible customers are better able to receive timely payments when service levels fall below relevant standards.
Electricity distributors must also report detailed performance data to us each year. This includes the number of GSL payments made and total GSL payment costs.
The table below sets out comparative GSL data for the five Victorian electricity distributors since 2021-22.
Comparative GSL data for all Victorian distributors
| GSL Category | Year | AusNet Services | Jemena | CitiPower | Powercor Australia | United Energy | |||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| GSL Count | Total value | GSL Count | Total value | GSL Count | Total value | GSL Count | Total value | GSL Count | Total value | ||
| Appointments not met within 15 minutes of agreed time | 2021-22 | 178 | $6,095 | 7 | $280 | 170 | $5,950 | 310 | $10,850 | 21 | $725 |
| 2022-23 | 234 | $8,190 | 2 | $70 | 82 | $2,870 | 179 | $6,265 | 323 | $11,305 | |
| 2023-24 | 214 | $7,490 | 0 | $0 | 40 | $1,400 | 294 | $10,290 | 65 | $2,275 | |
| Failing to connect customers by agreed date | 2021-22 | 2116 | $452,030 | 165 | $33,440 | 20 | $6,560 | 301 | $78,240 | 25 | $6,800 |
| 2022-23 | 2,263 | $490,400 | 13 | $4,560 | 19 | $4,640 | 306 | $87,600 | 931 | $298,960 | |
| 2023-24 | 4742 | $1,614,160 | 3 | $240 | 8 | $2,000 | 250 | $63,600 | 93 | $22,880 | |
| Supply restoration payments for over 18 hours of unplanned sustained interruptions per year | 2021-22 | 19,135 | $3,071,200 | 162 | $24,800 | 266 | $39,340 | 4,961 | $706,370 | 454 | $86,180 |
| 2022-23 | 24,955 | $4,066,830 | 204 | $27,300 | 109 | $15,090 | 6,994 | $973,810 | 631 | $87,670 | |
| 2023-24 | 30,504 | $4,750,350 | 618 | $89,560 | 163 | $25,060 | 4,185 | $601,790 | 408 | $54,250 | |
| Low reliability payments for over 8 unplanned sustained interruptions per year and momentary interruptions | 2021-22 | 17,139 | $1,057,190 | 0 | $0 | 1 | $40 | 17,232 | $2,320,950 | 25 | $3,250 |
| 2022-23 | 20,863 | $1,600,170 | 0 | $0 | 0 | $0 | 14,738 | $2,029,520 | 0 | $0 | |
| 2023-24 | 14,848 | $1,244,810 | 0 | $0 | 0 | $0 | 2,671 | $385,380 | 25 | $3,250 | |
| Major event day payments for over 12 hours of unplanned sustained interruptions during storm events | 2021-22 | 100,133 | $9,011,970 | 6,321 | $568,890 | 402 | $36,180 | 27,479 | $2,473,110 | 34,482 | $3,103,380 |
| 2022-23 | 13,755 | $1,237,950 | 0 | $0 | 15 | $1,350 | 7,579 | $682,110 | 0 | $0 | |
| 2023-24 | 225,971 | $20,337,390 | 0 | $0 | 110 | $9,900 | 13,225 | $1,190,250 | 44,347 | $3,991,230 | |
Total GSL performance data for each financial year
There can be differences in GSL performance data for a range of reasons. These include, but are not limited to, the number of customers the distributor services, and the geography and topography of the area where each network is located.
Further graphs for each GSL category can be found in the resources tab on this page.
For more detailed information about GSL payments, eligibility criteria, and service standards, see our GSL webpage.
Please be advised that this publication is to provide general guidance only. It does not constitute legal or other professional advice and should not be relied on as a statement of the law. While we have made every reasonable effort to provide current and accurate information, you should obtain professional advice if you have any specific concern, before relying on the accuracy, currency or completeness of this information.