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Customer Charter

At AusNet Services, we are committed to ensuring that our customers are provided with a safe, reliable and efficient supply of electricity for their homes and businesses.

Our Customer Charter outlines this commitment and is designed to explain, in simple terms, our relationship with you, including who we are, what you can expect from us and what we expect from you. 

In summary, the Customer Charter includes:

  • Guaranteed Service Level
  • Our promise to you
  • Your responsibilities

This charter should be read in conjunction with the Customer Charter provided to you by your electricity retailer. If you would like more information that relates to our Customer Charter, read the Electricity Distribution Code published by the Essential Services Commission which outlines the standards for the quality and reliability of supply, complaints handling and other customer-related information.

Guaranteed Service Levels (GSL)

Each year we invest in reducing the amount of planned and unplanned outages to make sure our customers’ electricity supply is delivered 24 hours a day, seven days a week. In the unlikely event that our customers experience long or a number of outages, a set GSL are provided by Victoria’s Essential Services Commission to ensure customers who experience long or frequent power outages over a calendar year are eligible for a GSL payment. The GSL table below outlines the parameters around payments.

Guaranteed Service Levels


For more information, call our Customer Service Team on 1300 360 795.