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_IDGuaranteed Service LevelsParameterGSL ThresholdRebate
1GSL-E1Customer connection timesConnection not provided by required date$60 per day (maximum $300)
2GSL-E2Wrongful disconnectionWhere customer is wrongfully disconnected$100
3GSL-E3Responding to ComplaintsUpon 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
4GSl-E4Notice of planned interruption4 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.