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
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.