ACT Consumer Protection Code

The ACT Consumer Protection Code applies to small customers in the ACT. From 1 July 2020, the following retailer’s Guaranteed Service Levels (GSLs) and associated rebates are applicable.

wdt_ID Guaranteed Service Levels Parameter GSL Threshold Rebate
1 GSL-E1 Customer connection times Connection not provided by required date $60 per day (maximum $300)
2 GSL-E2 Wrongful disconnection Where customer is wrongfully disconnected $100
3 GSL-E3 Responding to Complaints Upon receiving a Complaint, Utility does not:
1. Acknowledge the Complaint immediately or as soon as
practicable; and
2. Provide a Response addressing the matters in the Complaint
within 20 Business days
4 GSl-E4 Notice of planned interruption 4 Business Days notice not given, unless the NERL retailer has
obtained consent from the customer for a shorter period.

You are entitled to receive a rebate under the Code if we fail to meet any applicable Guaranteed Service Levels. Rebates will be made via a credit in your next bill along with a notice to inform you of the relevant GSL that the rebate relates to.

You may also apply for a rebate by contacting us.

For more information, please refer to ACT Consumer Protection Code 2020.