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Extended Electricity Outages & Guaranteed Service Levels


Guaranteed Service Level (GSL) payments

If we do not meet the service standards for supply restoration or reliability, you may be eligible for a guaranteed service level (GSL) payment. These payments are based on the number of outages you experienced or how much time you were without electricity in a year
Our Customer Charter details our guaranteed service levels and the GSL payments.
GSL payments are issued automatically by your distributor (Jemena) via your retailer, and applied as a credit to your electricity bill every quarter. You will not have to do anything to receive an eligible GSL as it will appear automatically on your 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.