Your rights and obligations

ELECTRICITY EMERGENCY

13 10 93

GAS EMERGENCY

13 19 09

CONTACT US

As an electricity or gas user, it’s important to understand your role, rights and obligations – so you understand what we would like from you and so we can meet your expectations.

Customer charters

In both the Electricity and Gas Customer Charters, you will find important information on:

  • the roles of the distributor and retailer
  • your rights and obligations as an electricity or gas distributor’s customer
  • when you should contact us and how to make an enquiry or complaint
  • the arrangements for connection of your electricity or gas supply
  • the arrangements for the disconnection and reconnection of your electricity or gas supply
  • the arrangements for a planned or unplanned interruption to your electricity or gas supply, and
  • the service standards and rebates applicable to your electricity or gas supply

Connection contracts

As a customer, you are bound by the terms and conditions of one or both of our Deemed standard connection contracts. These are applicable if your premises are connected to our network and you don’t have a separate connection contract. These contracts cover your rights and obligations, including:

  • Planned and unplanned interruptions.
  • Conditions and timeframes for disconnecting and reconnecting.
  • Management of complaints and disputes.
  • Life support equipment.
  • How your electricity and / or gas retailer would interact with us on your behalf.

Deemed standard connection contract - Electricity
Deemed standard connection contract - Gas

Guaranteed Service Levels (GSLs)

We are committed to providing reliable and high-quality service. If we do not meet a Guaranteed Service Level (GSL), you may be eligible for compensation.

Guaranteed Service Levels are regulated by the Independent Competition and Regulatory Commission. GSLs do not apply when there are events or circumstances outside of Evoenergy’s control, such as extreme weather, an emergency, or third party damage.

We automatically pay GSL rebates to eligible customers. Our systems record these at the end of the month, or in some cases, at the end of the financial year for cumulative GSLs. They are paid through your energy retailer and are applied as a credit on your energy bill.

More information about GSL payment and exemptions are in Schedule 2 of the Consumer Protection Code 2020.

  • Electricity Guaranteed Service Levels
    Subject of the standard Guaranteed service level Rebate payable for unmet service levels
    Customer connection times We will connect you by your nominated, required date. • For same day connection a request must be received from your retailer by 2pm on a business day $60 per day (maximum $300)
    Wrongful disconnection We will not disconnect your supply in error. $100
    Responding to complaints We will try to resolve your complaint as quickly as possible. We will acknowledge receipt of your complaint within 2 business days. We will provide a response within 20 business days. $20
    Notification of planned interruption to your electricity supply (single event) Where your premises will be directly affected, we will give you at least four (4) business days’ notice of a planned interruption to the electricity supply in your area. $50
    Restoring your electricity supply after an unplanned interruption in your area We will take all steps that are reasonable and practicable to restore your electricity supply within a period not exceeding 12 hours of unplanned sustained interruption. $80
    Total duration of interruptions (cumulative) We will take all steps that are reasonable and practicable to minimise the cumulative hours for all unplanned, sustained interruptions impacting your premises in a financial year. $100 (>20 to <30 hours)
    $150 (>30 to <60 hours)
    $300 (>60 hours)
    Frequency of unplanned interruptions We will take all reasonable and practicable steps to ensure unplanned sustained interruptions impacting your premises do not exceed nine per financial year. $80
    Response time to notification of a network fault We will respond to notification of a fault, problem or concern with the network which could affect public health or harm the public or property within 6 hours, and in all other cases 48 hours. We aim to resolve at time of attendance. Where this is not possible you will be advised a timeframe for resolution. $60 per day (maximum $300)
  • Gas Guaranteed Service Levels
    Subject of the Standard Service Standard Required Rebate Payable for Failure to meet the Standard
    Response time to notification of a network fault We will respond to notification of a fault, problem or concern with the network which could affect public health or harm the public or property within 6 hours, and in all other cases 48 hours. We aim to resolve at time of attendance. Where this is not possible you will be advised a timeframe for resolution. $60 per day (maximum $300)
    Reconnection of your gas supply If you are entitled to reconnection of your existing gas supply, we will reconnect your gas supply on the same day where a request is received by us by 2pm on a business day, otherwise by the end of the next business day, or by a mutually agreed date. $60 per day (maximum $300)
    Responding to complaints We will try to resolve your complaint as quickly as possible. We will acknowledge receipt of your complaint within 2 business days. We will provide a response within 20 business days. $20
    Wrongful disconnection We will not disconnect your supply in error. $100
    Notification of planned interruption to the gas supply in your area Where your gas supply will be directly affected, we will give you at least 4 business days’ notice of a planned interruption to the gas supply in your area. $50
    Frequency of Unplanned Outages We will take all reasonable and practicable steps to ensure the number of unplanned outages impacting your premises do not exceed nine per financial year. $80
    Restoring your gas supply after an unplanned interruption in your area We will take all steps that are reasonable and practicable to restore your gas supply within a period not exceeding 12 hours of unplanned sustained interruption. $80
    Total duration of interruptions cumulative We will take all steps that are reasonable and practicable to ensure that the cumulative hours for all unplanned sustained interruptions impacting your premise in a financial year. $100 (>20 to <30 hours)
    $150 (>30 to <60 hours)
    $300 (>60 hours)

 

We aim to offer you quality services when it comes to our networks – however if you do have a complaint relating to electricity or natural gas networks, such as wires, poles, gas pipes, supply outages, entry to land or site restoration or a related issue, you can contact us via:

Email: customerresolutions@evoenergy.com.au

Phone: 13 23 86 (9am - 3pm, weekdays)

Post: Network Complaints, GPO Box 366, Canberra ACT 2601

For more information on how we handle complaints refer to our complaints handling procedure.

Claims

If you experience loss or damage to your property and believe it was because of an issue with your power supply or Evoenergy’s business activities, you may be eligible for compensation. Visit our make a claim page.

ACT Government Utilities Concession

The ACT Government has a Utilities Concession scheme available for eligible customers which covers electricity, natural gas, water and sewerage. The concession is available on the principal place of residence only and the account must be in the cardholder's name. Only one Utilities Concession per eligible household can be claimed. For more information on the scheme, to see if you're eligible and how to apply, please visit ACT Government Utilities Concession.