At Jemena, we’re committed to delivering reliable electricity to homes and businesses across Victoria. We understand that from time to time, unexpected events can impact your power supply.
 
That’s why we offer Guaranteed Service Level (GSL) payments—a way to recognise the inconvenience caused when service standards, such as outage duration or restoration times, aren’t met.
 
These payments are part of our commitment to putting customers first and ensuring you’re supported when things don’t go to plan.
Our Customer Charter details our guaranteed service levels and the GSL payments.
 
If you become eligible for a GSL payment, you don't need to do anything, i.e. it will be automatically sent by Jemena to your retailer and a credit applied to your electricity bill. 
 
The method and timeframe for payment, along with information about the data used to calculate the payment amount, are outlined in the Electricity Distribution Code of Practice.
 
For more information, read the Compensation Fact Sheet.