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.

Guaranteed Service Levels	Parameter	GSL Threshold	Rebate
GSL-E1	Customer connection times	Connection not provided by required date.	$60 per day (maximum $300)
GSL-E2	Wrongful disconnection	Where customer is wrongfully disconnected.	$100
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.	$20
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.	$50

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.