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Electricity and Gas Customer Charters

Our Electricity and Gas Customer Charters explains our relationship with you, what you can expect from us and what we would like from you so that we can meet your expectations. These Charters are a guide for customers to our services and responsibilities.

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

the roles of the electricity and gas distributor and the electricity or gas 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

Ongoing electricity and / or gas connection contracts

As an electricity and / or gas distribution customer, you are bound by the terms and conditions of one or both of our Deemed standard connection contracts.

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

These contracts apply to you if your premises are connected to our electricity and / or gas distribution system, and you do not have another connection contract with us for those premises.

These contracts cover your rights and obligations as our customer and include items such as:

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.

Customers who take supply of electricity and / or gas at their premises are automatically deemed to have accepted this contract at the time they first take supply. The exception to this is where a customer requests a new connection or an alteration to an existing connection and this customer is the same customer that will take supply. In this instance the deemed contract will take effect when the contract for a physical connection is accepted by the customer.

Guaranteed Service Levels (GSLs)

We are committed to providing reliable and high-quality service to our customers. If we do not meet a Guaranteed Service Level, you may be eligible for compensation. Guaranteed Service Levels are regulated by the Independent Competition and Regulatory Commission

  • 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)

If you have experienced loss or damage as a result of Evoenergy’s business activities, you may be eligible to make a claim for compensation. We will endeavour to respond to all claims promptly and fairly.

Frequently asked questions

  • I think I’m eligible for a payment. How can I check?

    If you are eligible, we will notify you after the event. We will automatically apply the payment through your energy retailer and it will be included in your next energy bill.

  • How will I receive these payments?

    We will process these payments through your energy retailers. You will receive these rebates as a credit within the network charges component in their energy bill from their retailer (quarterly for residential customers, and monthly for businesses). It will show on your energy bill as “Guaranteed Service Level rebate” or something similar.

  • What about customers who were impacted before 1 July 2020?

    These mandatory payments were introduced by the Independent Competition and Regulatory Commission on 1 July 2020. If we fail to comply with a minimum service standard in relation to your premises, you can apply to us for a rebate within three months from when the non-compliance occurred. These rebates do not apply if we fail to meet a minimum service standard due to an event outside of our control, such as an emergency or a third party action. You can apply to us for a rebate via email to network complaints and investigations at network.complaints@evoenergy.com.au.

Complaints

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.

Email: customerresolutions@evoenergy.com.au

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

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

Claims

If you believe you have experienced loss or damage as a result of Evoenergy’s business activities, you may be eligible to make a claim for compensation. Read more information about our claims process.

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.

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