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OUR SERVICE STANDARDS

Providing a reliable and efficient network is important to us, so we’ve made a commitment to service standards with your retailer.

Our service standards cover:

 

  • The time we take to restore power

  • The number of interruptions they may experience

  • The power quality you can expect

 

Our residential service standards are detailed in this brochure.
 
To help you we have prepared FAQs. If anything's not clear you can call us on 0508 VECTOR (832 867) or email us.


We've got you covered

We provide three free non-network call outs per year to residential consumers. This means that if you call us to report an outage and the issue is found to be on your lines or equipment, we won't charge you for the call out. We’ll make sure the line is safe and you’ll need to arrange your own repairs. After three non-network call outs within a year, a call out charge may apply.

 

Report an outage

Experiencing an outage? Then please let us know about it. The sooner we hear about an outage the sooner we can locate and repair it.
 
You can report an outage via our outage app or by calling us on 0508 VECTOR (832 867).
 
You can follow real-time outage updates by using the outage app or by visiting the outage map page on our website.


Your experience is important to us

We are committed to providing a reliable and efficient network by resolving issues quickly and to everyone's satisfaction. The process we follow is outlined in our dispute resolution process so you can see the steps we take to reach an outcome.



Service standard FAQs


How do I know what type of consumer I am?

Residential consumers have a connection that is used or intended for occupation mainly as a place of residence and will be on a residential tariff.

 

Why do our service standards differ by location - CBD, Rural and Urban?

Our service standards recognise that different parts of our network experience different problems and recovery times. For example, tree interference and weather related damage are more prevalent in rural than urban areas. Similarly, restoration times for faults differ depending on factors such as the remoteness of the location and traffic congestion.

 

How do we calculate the duration of an outage?

For High Voltage (HV) outages our system control notes the time an HV fault occurs (or the time at which system control is notified of an HV outage) and the time at which the power is restored to all transformers affected by that HV outage.
 
For Low Voltage (LV) outages, our call centre logs the outage at the time the first consumer notifies us. Our field crew provide regular updates and advise [our call centre] as soon as the power is restored. The duration of an outage is calculated as the difference between these two times.

 

How do we calculate outage frequency?

We maintain a database of HV outage incidents, and records all reported LV outage incidents.

 

How do we measure power quality?

We operate a number of power quality meters distributed around the network, which provide power quality information. To obtain information on power quality for a specific site, we can either estimate the power quality levels by modelling waveform data, or install temporary power quality meters on that site.