Our power supply guarantee
Customers who have experienced a lengthy power outage or multiple outages in a 12 month period may be entitled to receive a payment through our power supply guarantee scheme. If you're eligible for a payment it’ll be sent to you automatically. You don't have to do anything. You'll receive a cheque payment by mail made out to the name/s appearing on your power bill from your energy retailer. Our aim is to have the cheque delivered to you within 12 weeks.
Single outage duration payment
Also known as a timely restoration payment. You'll receive a single outage duration payment if your property has a continuous power outage greater than the duration listed in the table below. Your property has been classified as urban, semi-rural or rural and your qualifying duration time will depend on the classification of your property. You’ll receive one payment per property (each property must have a separate metering point), per qualifying power outage.
| Your installation category | Outage duration (hours) | |
|---|---|---|
| Urban – generally customers located in the city areas of Hobart, Launceston, Burnie, Devonport and some other regional areas | >8 | >16 |
| Semi-rural – generally customers located in rural townships | >8 | >16 |
| Rural – generally customers located outside the built up areas of cities and rural townships | >12 | >24 |
| Single outage duration payment | $80 | $160 |
Frequency of outages payment
Also known as a reliable supply payment. We'll endeavour to limit the number of times the power goes out. This means you’ll receive a frequency of outages payment if the number of power outages (longer than 1 minute) to your property reaches the limits listed in the table below. Your property has been classified as urban, semi-rural or rural and your qualifying outage frequency will vary depending on the classification of your property. If you qualify for a frequency of outages payment, your 12-month period will be reset and your number of interruptions (longer than 1 minute) will be set to 0 and recalculated from this new date.
| Your installation category | Number of outages (in any 12 months) |
|---|---|
| Urban – generally customers located in the city areas of Hobart, Launceston, Burnie, Devonport and some other regional areas | 10 |
| Semi-rural – generally customers located in rural townships | 13 |
| Rural – generally customers located outside the built up areas of cities and rural townships | 16 |
| Frequency of outages payment | $80 |
Frequently asked questions
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Is my property urban, semi-rural or rural?
The Office of the Tasmanian Economic Regulator has classified Tasmania into 101 communities and our classifications correspond to this. If you’re unsure about your classification, call us on 1300 137 008 or send us an enquiry.
Our classification Office of the Tasmanian Economic Regulator classification Urban Critical infrastructure, high density commercial and urban Semi-rural High density rural Rural Low density rural
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Do I need to keep track of power outages?
No. We keep track of all power outages so there’s no need for you to do so.
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How do I receive my payment?
If you're eligible for a payment it’ll be sent to you automatically. You don't have to do anything. You'll receive a cheque payment by mail made out to the name/s appearing on your power bill from your energy retailer. Our aim is to have the cheque delivered to you within 12 weeks from the last power outage that qualified you for the payment.
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Can I receive more than one payment for a power outage?
If you qualify for a single outage duration payment, that power outage may also be the outage that qualifies you for a frequency of outages payment. If this happens you’ll receive both a single outage duration payment and frequency of outages payment for that power outage.
For example, if you have 1 meter on your home and 1 meter on your shed, you’ll receive 2 single outage duration payments and 2 frequency of outages payments.
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Why haven't I received a payment?
If you're disconnected from the electricity network for safety reasons or customer-initiated works, you're not eligible for a payment.
If you believe you’re eligible for a payment (but haven’t received it yet), please submit a Supply Reliability Guarantee enquiry or call us on 1300 137 008.