Supply Reliability Guarantee

We're committed to ensuring the safe supply of electricity to Tasmanian homes and businesses with minimal interruption. Although we aim to keep you connected, interruptions to supply are often unavoidable and we cannot promise 100% reliability all of the time.

We take our commitment to you seriously, which is why we have a program in place called the Guaranteed Service Level (GSL) Scheme.

If interruptions to the supply of electricity to your current installation exceed the limits set for duration or the number of interruptions under our GSL Scheme, we'll automatically send you a minimum payment of $80.

Timely Restoration payment

We'll deliver a timely restoration of supply when the power goes out. This means you'll receive a Timely Restoration payment if your current installation has a continuous interruption greater than the duration listed below.

Your installation has been classified by us as urban, semi-rural or rural and your payment will vary according to your classification and the duration of the interruption. You will receive a single Timely Restoration payment at the greatest duration only and won't receive more than one payment per qualifying interruption.

Your installation Outage duration
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
Timely restoration payment $80 $160

Reliable Supply payment

We'll endeavour to limit the number of times the power goes out. This means you will receive a Reliable Supply payment if the number of interruptions (greater than 1 minute duration) to your current installation reaches the limits listed below.

Your installation has been classified by us as urban, semi-rural or rural and your payment will vary according to your classification and the duration of the interruption. You'll receive a single Timely Restoration payment at the greatest duration only and won't receive more than one payment per qualifying interruption.

If you qualify for a Reliable Supply payment, your 12-month period will be reset and your number of interruptions (greater than 1 minute duration) will be set to zero and recalculated from this new date.

Your installation category Number of outages (in any 12 month)
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
Reliable supply payment $80

What classification am I in?

The Office of the Tasmanian Economic Regulator (OTTER) has classified Tasmania into 101 distinct communities. These community classifications are available on the OTTER website (external link).

The OTTER communities correspond with the classifications that are utilised by us and are outlined in the table below. If you are unsure about your classification, you should contact us on 1300 137 008.

Our classification OTTER community classification
Urban Critical Infrastructure High Density Commercial Urban
Semi-rural High Density Rural
Rural Low Density Rural

Do I need to keep track of interruptions?

We keep track of all interruptions to supply at your installation so there is no need for you to do so. We track interruptions and make payments in accordance with the guidelines prepared by the Office of the Tasmanian Economic Regulator.

How do I receive payment?

If you're eligible for a payment it will 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 electricity account. Our aim is to have the cheque delivered to you within 12 weeks from the last interruption that qualified you for payment. This period allows us to collect and validate our interruption data.

Can I receive more than one payment for an interruption?

If you experience a prolonged interruption and qualify for a Timely Restoration payment, that interruption may also be the interruption that qualifies you for a Reliable Supply payment. Where this occurs you will receive both a Timely Restoration and Reliable Supply payment for that interruption.

What should I do if there is an interruption to my supply?

Interruptions are often unavoidable. They may be caused by storms, trees or animals striking lines, vandalism or vehicle accidents. If we are planning to interrupt the supply to your installation for maintenance activities we will give you a minimum four business days' notification of our intention to interrupt your supply.

If your supply is interrupted but you notice your neighbours still have power, check your fuses or circuit breakers. If everything seems to be in order, call us on 132 004. Our emergencies and faults line will also provide up-to-date information on interruptions. There's no need to call us about your payment during an interruption to your supply as this is automatically registered.

We'll do everything possible to restore your supply quickly, but during significant events, restoration efforts focus on ensuring public safety as our first priority (such as repairing fallen powerlines).

More information

If you have any queries about our GSL Scheme, please call us on 1300 137 008.