Annual Performance Data for Distributors’ Guaranteed Service Level (GSL) payments

This page contains an interactive dashboard reporting the annual performance data for Guaranteed Service Level (GSL) payments made by Victorian electricity and gas distributors to customers. This data is submitted annually to both the Essential Services Commission (the commission) and the Australian Energy Regulator. The dashboard shows distributors' performance against the customer service standards set out in the Electricity Distribution Code of Practice and the Gas Distribution Code of Practice.

Electricity distributors are required to make GSL payments to customers who experience certain types of service disruptions, including (but not limited to) unplanned electricity supply outages. In 2021, the GSL scheme was modernised to improve how distributors identify eligible customers. New requirements were introduced to use smart meter data to assess eligibility for unplanned outage payments, helping to ensure that eligible customers receive timely payments when service levels fall below the required standards.

Gas distributors are required to use their best endeavours to meet the Guaranteed Service Levels for Tariff V customers in accordance with the Gas Distribution Code of Practice.

Each year, distributors are also required to report detailed GSL performance data to the commission, including the number of GSL payments made and the total value of GSL payments.

How to use this dashboard:

For the best viewing experience, open the dashboard in Full Screen mode by clicking the Full Screen icon in the bottom-right corner of the dashboard.

• Select the Reporting Year using the filter on the right-hand side of the dashboard.
• Select the Fuel Type using the filter at the top of the dashboard.
• Select one or more Distributors using the filter on the right-hand side of the dashboard.

To clear all selections, click the Reset Filters & View button in the top-right corner of the dashboard.

To access a close-up view for each chart:

1. Hover over the chart and click the Focus mode icon that appears in the top-right corner of the visual.
2. To navigate between dashboard pages, use the left and right arrows located at the top-right of the dashboard window 

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.

View the resources tab to download a copy of this information.

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.