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CUSTOMER SERVICE
STANDARDS FOR
CONNECTION
CUSTOMERS
20 June 2013
Prepared by Customer Care
Version
1
2
3
Date
31 May 2013
18 June 2013
20 June 2013
Prepared by
Customer Care
Corporate Affairs
Corporate Affairs
ii | Customer Service Standards for Connection Customers | June 2013
Comments
Branding
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Table of Contents
1.0
INTRODUCTION ...................................................................................................................... 1
1.1
Glossary of Abbreviations............................................................................................ 1
2.0
GUARANTEED CUSTOMER SERVICE STANDARDS ......................................................... 2
2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
2.10
2.11
Introduction ................................................................................................................... 2
Timely Provision of Services ....................................................................................... 2
Timely Notice of Planned Interruptions to Supply ...................................................... 2
Provision of Telephone Hotlines.................................................................................. 2
No Disconnection on Weekends of Public Holidays .................................................. 2
No Disconnection Except After Due Notice ................................................................ 3
Disconnection Notices ................................................................................................. 3
Disconnection at Your Request ................................................................................... 3
Time Limit for New Connection or Reconnection Services ....................................... 4
Repair of Faulty Street Lighting ................................................................................... 4
Periods for De-Energisation ......................................................................................... 4
3.0
ENDEAVOUR ENERGY’S GENERAL CUSTOMER SERVICE STANDARDS ..................... 5
3.1
3.2
Levels of Supply Availability ........................................................................................ 5
Power Quality Standards .............................................................................................. 5
3.2.1
Frequency of Supply ................................................................................... 5
3.2.2
Range of Supply Voltage ............................................................................. 5
3.2.3
Rapid Fluctuations in Voltage Level ........................................................... 6
3.2.4
Voltage Transients ....................................................................................... 6
3.2.5
Voltage Dips ................................................................................................. 6
3.2.6
Voltage Differences – Neutral to Earth ....................................................... 7
3.2.7
Lighting ........................................................................................................ 7
3.2.8
Voltage Unbalanced..................................................................................... 7
3.2.9
Direct Current............................................................................................... 8
3.2.10 Harmonic Content of the Voltage Waveform ............................................. 8
3.2.11 Interharmonics ............................................................................................. 8
3.2.12 Mains Signalling .......................................................................................... 9
3.2.13 Flicker ........................................................................................................... 9
3.2.14 Waveform Distortion.................................................................................... 9
3.2.15 Levels of Electromagnetic Fields ............................................................... 9
3.2.16 Noise ............................................................................................................. 9
Step and Touch Voltages ........................................................................................... 10
Construction Standards for Connection Assets ....................................................... 10
Customer Enquiries .................................................................................................... 10
Commencement of Work to Remedy a Disruption in Service .................................. 10
Notice of Planned Interruptions to Supply ................................................................ 10
Supply Reliability ........................................................................................................ 10
Compensation Arrangements for Guaranteed Customer Service Standards ......... 11
3.3
3.4
3.5
3.6
3.7
3.8
3.9
i | Customer Service Standards for Connection Customers | June 2013
1.0 INTRODUCTION
The Deemed Standard Connection Contract generally applies to any customer who has applied to be
provided with connection services to a property located in Endeavour Energy’s distribution district and is
not subject to a current negotiated customer connection contract or AER approved deemed standard
connection contract. This document provides further details about the service standards that we must
meet when providing customer connection services to you under the Deemed Standard Connection
Contract.
Part 2 of the document concerns guaranteed customer service standards and Part 3 concerns
Endeavour Energy’s supply standards and related information.
This document has been developed in accordance with the NSW Department of Trade and Investment
(previously Industry and Investment NSW) “Code of Practice – Electricity Service Standards” and the
Electricity Supply Act 1995 (NSW) (including the Regulations made under the Act) . It also takes into
account the Minister for Resources and Energy’s Design, Reliability and Performance Licence
Conditions for Distribution Network Service Providers, 1 December 2007.
This document seeks to make customers aware of the electrical environment in which their equipment
operates and draw their attention to the limitations of electricity supplied by Endeavour Energy under
normal operating conditions. For example, a significant proportion of Endeavour Energy’s distribution
network is above ground and is influenced by environmental factors such as wind, lightning etc. which
Endeavour Energy does not control.
The quality and reliability standards set out in this document do not apply to customers taking supply at
132kV and above. Customer service standards applicable to those customers are determined by
individual negotiation with Endeavour Energy.
This document must be read subject to the limits on Endeavour Energy’s liability which is set out in
Endeavour Energy’s Deemed Standard Connection Contract. It does not constitute a representation or
warranty by Endeavour Energy that electricity supplied by it will be of a particular quality, or that supply
will be available at all.
Should customers experience problems with the quality of electricity supply, they are encouraged to
contact Endeavour Energy. Complaints or claims received by Endeavour Energy which are related to the
performance of its network, staff, or contractors, are systematically collated and monitored and followed
through as part of Endeavour Energy’s business systems.
In Parts 2 and 3, “we” and “us” and “our” refers to Endeavour Energy, and “you: and “your” refers to the
customer.
1.1
Glossary of Abbreviations
EWON
means Energy and Water Ombudsman of NSW.
HV
means high voltage, a 50Hz supply voltage greater than 1kV.
Hz
means Hertz, a measure of frequency equivalent to one cycle per second.
Kv
means kilovolt or 1,000V.
LV
means low voltage, a 50 Hz supply voltage greater than 50 volts and not exceeding 1kV.
MV
means medium voltage, a 50Hz supply voltage greater than 1kV but less than 33kV.
SWER
means Single Wire Earth Return.
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2.0 GUARANTEED CUSTOMER SERVICE STANDARDS
2.1
Introduction
We have set out below our Guaranteed Customer Service Standards which relate to the services we
provide under our deemed standard connection contract.
These standards comply with the requirements imposed under the Electricity Supply Act 1995 and the
Electricity Supply (General) Regulation 2001 with respect to guaranteed customer service standards.
2.2
Timely Provision of Services
If we fail to provide customer connection services on or before the date agreed between us and you or
your representative as the date by which the customer connection services are to be provided, we will
pay to you, by way of compensation for the delay, not less than $60 for each day that elapses between
the agreed date and the date by which the connections services are actually provided.
The maximum amount payable under this clause is $300.
2.3
Timely Notice of Planned Interruptions to Supply
We will notify you at least four business days (or such shorter period as we agree with you) prior to us
undertaking a planned interruption of the supply to your premises. This notification will include:
 the expected date, time and duration of the interruption
 a 24 hour telephone number for enquiries (the charge for which is no more than the cost of a local
call) regarding the planned interruptions.
We will use our best endeavour to restore power to your premises as soon as possible.
This clause does not apply to unplanned interruptions.
2.4
Provision of Telephone Hotlines
You can call us on 131 003 for not more than the cost of a local call 24 hours a day, 7 days a week to
notify us and to receive information about faults and difficulties in our electricity works.
You can call us on 133 718 for not more than the cost of a local call during business hours to notify us
and to receive information concerning connection services provided by us.
2.5
No Disconnection on Weekends of Public Holidays
If you are a small customer, we will not disconnect your premises during a protected period. Protected
periods are:
 a business day before 8am or after 3pm
 a Friday or the day before a public holiday
 a weekend or a public holiday
 the days between 20 December and 31 December (both inclusive) in any year.
However, the above restrictions on disconnection do not apply if:
 you request the disconnection; or
 there are emergency, health or safety issues requiring disconnection to be performed; or
 you have illegally used electricity.
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2.6
No Disconnection Except After Due Notice
We may provide you with a warning notice and disconnect your premises for one of the following
reasons:
 you fail to pay us charges payable under a customer connection contract;
 you provide false information in circumstances where you would not have been entitled to have the
premises energised if the false information had not been provided;
 you do not provide and maintain space, equipment, facilities or anything else required for the
customer connection services to be provided; or
 you do not provide safe access to your premises.
The disconnection warning notice will outline:
 the date of issue
 the matter giving rise to the disconnection of your premises
 where the notice has been issued for not paying a bill, we will state the date on which the
disconnection warning period ends, and state that payment of the bill must be made during the
disconnection warning period
 for matters other than not paying a bill, we must allow a period of not fewer than 5 business days
after the date of issue for you to rectify the matter before disconnection will or may occur
 applicable reconnection procedures and (if applicable) any charge that will be imposed for
reconnection
 details of the existence and operation of the energy ombudsman, including contact details
 our telephone number and the telephone number of your retailer.
However, we will not de-energise your premises under the following circumstances:
 if your premises are registered as having life support equipment
 if you have made a complaint to us under our standard complaints and dispute resolution
procedures that is directly related to the reason for the proposed de-energisation, and the complaint
remains unresolved
 if you have made a complaint to the energy ombudsman that directly relates to the reason for the
proposed de-energisation, and the complaint remains unresolved
 in the event of an extreme weather event.
2.7
Disconnection Notices
If you are a small customer, and your retailer requests us to disconnect your premises, we will issue a
notice at the time we disconnect your premises. The notice will include details regarding:
 why your premises was disconnected
 contact details for Endeavour Energy and the electricity retailer responsible for the premises
 how to arrange reconnection of the premises, and any associated costs
 the procedure for raising a dispute, including contact details for the Energy Ombudsman.
2.8
Disconnection at Your Request
Our standards do not prevent us from disconnecting your property in accordance with a request from
you.
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2.9
Time Limit for New Connection or Reconnection Services
In the case of a new connection or reconnection services for small customers we must connect or
reconnect your property within the following timeframes:


if the connection request is made before 3.00pm on a business day, not later than the end of the
next business day; or
if the connection request is made after 3.00pm on a business day, not later than the end of the
second business day following the day the request is made.
Nothing in this clause prevents you and us from agreeing to a longer period before connection of your
property to our distribution system.
We are not required to connect properties to our distribution system within the period specified in this
clause if the relevant equipment is not in place.
2.10 Repair of Faulty Street Lighting
If we fail to repair faulty street lighting on or before that date agreed between us as the date by which the
repair is to be completed, we must pay $15, by way of compensation for the loss of illumination.
This clause applies to street lighting that is owned by us or that we are under a legally enforceable
obligation to maintain, but does not apply to street lighting to which we merely supply electricity or
connection services.
This clause applies to you only if your property abuts that part of the street that (but for the fault) would
ordinarily be illuminated by the street lighting.
2.11 Periods for De-Energisation
If you are a small customer, and your retailer notifies us that you or your retailer wishes to arrange for
de-energisation of your premises, we will de-energise your premises within two days of the notice, or
such further period as you request.
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3.0 ENDEAVOUR ENERGY’S GENERAL CUSTOMER SERVICE STANDARDS
The purpose of this part of the document is to:
 set out the minimum standards of services to be provided to Endeavour Energy’s customers
under its deemed standard connection contract
 set out the normal characteristics of the electricity supplied by Endeavour Energy
 make customers aware of the electrical environment in which their equipment operates and to
draw their attention to factors which can alter the characteristics of their electricity supply.
3.1
Levels of Supply Availability
Customers should notify Endeavour Energy of their supply requirements so that appropriated
arrangements can be made. This particularly applies where a customer intends to install items of
equipment which:
 Place large electrical loads on the electrical distribution system; or
 May affect the quality of the electricity supply to the other customers.
It may be necessary to reinforce the electricity distribution system or impose special conditions of
operation on the use of equipment.
It should not be presumed that sufficient spare capacity, or the required number of phases, is available
at any given time to meet a particular customer’s requirements for new or additional load – particularly in
outlying areas.
LOW VOLTAGE SUPPLY: Generally in urban, industrial areas, 50 Hz, three phase, four wire, 400/230
volt supply is available to customers. In rural areas, supply is generally 50 Hz, single phase 230 volt. In
some circumstances in rural areas 230/460 volt 3 wire supply may be made available.
MEDIUM VOLTAGE SUPPLY: In urban and industrial areas, 50Hz, three phase, three wire, 11 kV is
generally available to customers. In rural areas, supply may be 50Hz, two phase, two wire, 11 kV or
50Hz, single phase, 12.7kV single wire earth return (SWER)
3.2
Power Quality Standards
3.2.1 Frequency of Supply
The normal frequency of the supply is 50Hz, with fluctuation within the band of 49.5Hz to 50.5Hz.
Endeavour Energy does not control the frequency of electricity supplied though its network.
During times of network disturbance, or loss of generator units, power system frequency could fall
outside this band.
When a power system frequency falls outside this band for a sustained period, disconnection of
equipment may be appropriate. Load shedding may be used to aid the recovery of the frequency too the
normal band.
3.2.2 Range of Supply Voltage
3.2.2.1
Low Voltage Supply
Low voltage customers are supplied at a nominal voltage of 230 V line to neutral. Where low voltage
customers are supplied by more than one phase, the line to line nominal voltage is 400V. In areas
limited to 230/460V supply, the line to line to line nominal voltage is 460V.
5 | Customer Service Standards for Connection Customers | June 2013
Under normal operating conditions, excluding voltage interruptions, Endeavour Energy’s objective is to
maintain the supply voltage (10-minute average) within a range of +14% to -6% of the nominal voltage at
the point of common coupling1. Voltage variations outside of this range may occur under abnormal or
emergency situations.
However, for most customers, most of the time, a range of +10% to -2% of nominal voltage would apply.
3.2.2.2
Medium Voltage Supply
Medium voltage customers are supplied at a nominal line to line voltage of 11kV, 22 kV, 33kV or 66kV.
The supply voltage (10-minute average) at the point of common coupling1 to a medium voltage2
customer will be within the range of +10% to -10% of the float voltage at the supplying substation.
Voltage variations outside of this range may occur under abnormal or emergency situations.
3.2.3 Rapid Fluctuations in Voltage Level
Rapid variations in the supply voltage can be cause by the operation of customer owned equipment such
as motors, welders, furnaces and x-ray machines. At the point of common coupling, and under normal
operating conditions, a voltage fluctuation will generally not exec 8%, although fluctuations of up to 10%
may occur.
This excluded voltage changes due to voltage interruptions and dips.
Customer emission limits for voltage fluctuations shall be in accordance with AS/NZS 61000.3.7 and the
recommended planning levels specified in Standards Australia handbook HB264 – 2003 “Power quality –
Recommendations for Application of AS/NZS 61000.3.6 and AS/NZS 61000.3.7”.
If Endeavour Energy receives notification that a customer is experiencing excessive voltage fluctuations
and finds that the source of the voltage fluctuations is external to that customer’s installation, Endeavour
Energy will, if necessary, take reasonable steps to require the affecting customer to rectify the situation.
3.2.4 Voltage Transients
Voltage transients may be caused by switching, lightning or network faults. Switching transients are a
normal operating condition and will generally not exceed twice the supply voltage, although higher
values may occur. Transient voltages cause by lightning may greatly exceed the voltage caused by
switching transients.
Customers who may suffer loss or damage from a voltage transient must examine whether items of
equipment susceptible to damage have adequate in-built immunity against voltage transients and if they
have not, whether protective devices can be installed to ensure that the equipment does not malfunction.
Concerned customers must seek expert advice if necessary.
3.2.5 Voltage Dips
Faults within customers’ installations and customers connecting heavy loads to the electrical network
often cause voltage dips in electricity supply to other customers. Voltage dips can also be caused by
faults on the electrical transmission and distribution network. These faults may be at the site where the
power is generated (such as a power station), on TransGrid’s transmission network or on Endeavour
Energy’s distribution network.
……………………………………………………………………………………………………………………………………………………………………………………………………………………………
1 The point of common coupling is the point on the Endeavour Energy network electrically nearest the particular customer, at which other customers’ loads are, or may be, connected.
2 The float voltage varies across Endeavour Energy’s network and is dependent on network constraints. Float voltages are 22.1kv on 22kv nominal, 33.0kv on 33kv nominal and range
between 10.3kv to 11.25kv on 11kv nominal. Float voltage at specific locations can be supplied upon request.
between 10.3kv to 11.25kv on 11kv nominal. Float voltage at specific locations can be supplied upon request.
6 | Customer Service Standards for Connection Customers | June 2013
Voltage dips are unpredictable, largely random events.
The frequency of voltage dips varies greatly depending on the type of supply system and on the position
in the network.
Under normal operating conditions, the number of voltage dips in a year will be dependent upon
environmental conditions and the location of the customer on Endeavour Energy’s Network. The
majority of voltage dips have a duration of less than one second and do not fall below 40% of nominal
voltage. However, voltage dips that fall below this level, or which have a longer duration, occur
infrequently.
In some areas, small voltage dips dropping to 85% or 90% of the nominal voltage may occur frequently
and generally occur because of the switching of loads in customer’s installations.
Where a customer has equipment or processes that may be adversely affected by voltage dips,
appropriate protective measures should be adopted or devices installed. Customer should contact
Endeavour Energy or obtain expert advice as to the most appropriate protective measures to be adopted
or devices installed for the particular installation.
3.2.6 Voltage Differences – Neutral to Earth
Generally, Endeavour Energy customers are connected to a Multiple Earth Neutral [MEN] system in
which the neutral is directly connected to the earthing system at the customer’s main switchboard. This
should mean that there is little or no potential difference between neutral and the earthing system at this
point.
Potential differences between neutral and earth can arise within the customer’s installation due to a
voltage drop in the neutral conductor. This may occur where long cable runs of active, neutral and earth
conductors are installed from the main switchboard [MEN point] and the voltages may be steady state,
temporary or transient. The customer is responsible for this voltage difference between neutral and
earth within the installation.
Endeavour Energy’s objective for its network is to limit voltage differences between neutral and earth to
less than 10 volts at the point of supply.
3.2.7 Lighting
Endeavour Energy will deal with matters involving damage suspected by customers to have been
caused by mains borne lightning, on a case by case basis.
3.2.8 Voltage Unbalanced
Endeavour Energy aims to achieve differences of no greater than 6% on the low voltage network and 3%
on the high voltage network between the highest and the lowest phase to neutral or phase to phase
steady state voltage (ten minute average)3.
Voltage balances outside this stated range may occur from time to time on common low voltage feeders
where unequal phase currents drawn by some customers can affect the voltage unbalance between
phases at other customers’ premises supplied by the same common feeder.
3 Percentages expressed in terms of Nominal Voltage. Where test equipment is used suitable for measuring voltage unbalance as negative sequence voltage, these criteria may be
replaced with the amounts set out in column 4 of the Table S5.1a.1 of the National Electricity Code.
7 | Customer Service Standards for Connection Customers | June 2013
If Endeavour Energy is notified that a customer’s equipment is adversely affected by phases unbalance,
Endeavour Energy will investigate and, where necessary take reasonable steps to correct voltage
unbalance beyond the levels stated above.
Endeavour Energy does not provide facilities for customers to detect voltage unbalance or the loss of
one phase. Nor does Endeavour Energy implement protective measures such as termination of supply
for voltage unbalance or the loss of one phase. Where a customer has equipment or processes that
may be adversely affected by voltage unbalance, installation of appropriate phase unbalance protection
equipment on individual items of equipment or in circuits may be desirable. Before selecting any such
equipment, customers should obtain expert advice as to the most appropriate equipment for their
particular installation.
3.2.9 Direct Current
Endeavour Energy seeks to ensure that a negligible amount of direct current flows in the system neutral.
Equipment connected to the electrical network by a customer must be such that any direct current
caused by the equipment does not exceed 120 milli ampere hours per day.
3.2.10 Harmonic Content of the Voltage Waveform
Customer emission limits for harmonic voltages shall be in accordance with AS/NZA 61000.3.6 and the
recommended planning levels specific in Standards Australia handbook HB264 – 2003 “Power quality –
Recommendations for Application of AS/NZA 61000.3.6 and AS/NZS 61000.3.7”.
If Endeavour Energy is notified that a customer’s equipment is adversely affected by harmonic
interference, Endeavour Energy will investigate the cause of the interference and where necessary take
reasonable steps to correct voltage harmonics found to be outside the Standards.
Customers with power factor correction capacitors should be aware that harmonic values may increase
above these figures at certain times. Power factor capacitors installed in environments where harmonics
are present, or are likely to be present, should be fitted with detuning reactors. Capacitors without
detuning reactors are susceptible to damage from harmonics, and may cause damage to the customer’s
installation from fire and or high harmonic voltages or amplification of switching transients.
If the customer’s capacitor causes high harmonic voltages or amplifies switching transients, Endeavour
Energy may require the customer to rectify the situation as it may interfere with other customers.
NOTE: In most cases a detuning reactor cannot be retrofitted as it increases the voltage on the
capacitor:
3.2.11 Interharmonics
Customer emission limits for interharmonic voltages shall be in accordance with AS/NZS 61000.3.6
clause 9.
8 | Customer Service Standards for Connection Customers | June 2013
3.2.12 Mains Signalling
There are four mains signalling frequencies in Endeavour Energy’s distribution area. A customer may
have one of these signalling frequencies at the point of common coupling. In general, these signalling
frequencies are approximately:
Distribution area
Frequency
Sydney area of Endeavour Energy
1050 Hz
Illawarra area of Endeavour Energy
750 Hz
Kandos-Bylong area of Endeavour Energy
396 Hz
Shoalhaven area of Endeavour Energy
283.3 Hz
In some locations signalling frequencies will vary around these values.
A suburb by suburb list of signalling frequencies may be obtained by contacting Endeavour Energy.
The minimum level of the signalling frequency voltage is maintained high enough to ensure
effectiveness. Typical maximum voltages are 5% of the nominal 50Hz supply voltage at 1050 Hz and up
to 9% at the lower frequencies. In some cases the amplitude of the signalling frequency voltage can rise
higher due to resonance.
Endeavour Energy seeks to ensure that the average reliability of the mains signalling system injection
equipment is greater than 99%.
3.2.13 Flicker
Customer emission limits for fluctuating load must comply with AS/NZS 61000.3.3 for LV loads up to 16
amps, AS/NZS 61000.3.5 for LV loads greater than 16 amps and AS/NZS 61000.3.7 for MV and HV
connected equipment.
3.2.14 Waveform Distortion
A customer must not at any point in time through waveform distortion or injection of any noise on the
system cause additional zero crossing of the voltage waveform.
3.2.15 Levels of Electromagnetic Fields
Endeavour Energy’s aim is to ensure electromagnetic fields are kept within the limits prescribed by the
National Health and Medical Research Council of Australia which are based on international guidelines.
3.2.16 Noise
Endeavour Energy takes steps to limit electronic noise generated by the power system in accordance
with the Endeavour Energy Process Document “Mains Maintenance Instruction – MMI005 – Control and
Prevention of Television and Radio Interference in 11Kv – 132kV Overhead Power Lines”.
Endeavour Energy takes steps to limit audible noise. These steps include the setting and
implementation of standards, policies, procedures as well as an audit program of the transmission, zone
and distribution substations. The purpose of the audit program is to monitor compliance with the
appropriate Environment Protection Authority guidelines.
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3.3
Step and Touch Voltages
During system faults, ground voltage levels at or near the points where current flows to earth may be
elevated. These elevated voltage levels generally diminish rapidly as distance from the earthing point or
earth grid is increased. The variation of fault condition voltage with distance from the earthing location,
is described in terms of ground voltages, or “step and touch” voltages.
Endeavour Energy’s substations and earthed structures are generally designed in accordance with the
Energy Networks Association – Substation Earthing Guide (ENA EG1-2006) and relevant Australian
Standards. These guides and standards specify allowable levels of step and touch potential.
3.4
Construction Standards for Connection Assets
Construction standards and financial responsibilities for the provision of network customer connection
assets are defined in the Endeavour Energy Customer Connection Policy. A copy of the Policy is
available by calling Endeavour Energy on 133 718 during business hours.
3.5
Customer Enquiries
If you have an enquiry or complaint about the services provided to you under our Deemed Standard
Connection Contract, you can contact our Customer Care staff during business hours on 1800 806 698
or any of our offices. We will endeavour to respond to your enquiry as soon as possible.
See our Guaranteed Customer Service Standards in connection with our telephone hotline service for
reporting faults and difficulties in our electricity works.
3.6
Commencement of Work to Remedy a Disruption in Service
Where problems occur on the network operated by Endeavour Energy, resulting in loss of electricity
supply to a number of customers or other conditions requiring emergency response, Endeavour Energy
aims to restore supply as soon as possible.
For other services or work that we are to provide in response to an enquiry by you, we will endeavour to
commence work as soon as reasonable practicable after receiving your enquiry.
3.7
Notice of Planned Interruptions to Supply
Our Guaranteed Customer Service Standards set out the period of notice to be given to customers when
we carry out work that will disrupt services.
3.8
Supply Reliability
Whilst Endeavour Energy will strive to maintain supply at all times, the nature of the electrical network,
system emergencies, maintenance and rearrangements will cause occasional interruptions to the supply
of electricity. Endeavour Energy intends to use all reasonable and practicable endeavours to minimise
the duration and frequency of supply interruptions to customers.
In any given year, some customers will experience no interruptions and some customers will experience
several interruptions. For example, it is unlikely that a customer in a rural or extremely storm prone area
can expect the same level of reliability as another customer if an urban area or large CBD. Geographic
characteristics can have a significant effect on both the likely number of interruptions and the restoration
time (or interruption duration).
It must be understood that within a locality there will be a diversity of actual occurrences that will range
from better than average to worse than average. A very small number of customers could experience
outages well in excess of any stated average as a result of unusual occurrences.
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In pursuing this aim Endeavour Energy does not take into account interruptions due to:
 interruptions of a duration of one minute or less
 load shedding due to a shortfall in generation
 a direction or other instrument issued under the National Electricity Law, Energy and Utilities
Administration Act 1987, the Essential Services Act 1988 or the State Emergency and Rescue
Management Act 1989 to interrupt the supply of electricity
 automatic shedding of load under the control of under frequency relays following the occurrence
of a power system under-frequency condition described in the Power System Security and
Reliability Standards made under the National Electricity Rules
 a failure of the shared transmission system
 any interruption which commences on a major even day (as defined in Endeavour Energy’s
licence conditions)
 an interruption caused by a customer’s electrical installation or failure of that electrical
installation.
Customers must plan around the possibility that the electricity supply may not be available at all times
and that interruptions can occur without notice. Customers who have time-critical equipment or need to
maintain accurate time, or have electronic devices which maintain settings and information in volatile
memory, and who might suffer loss or damage if an interruption occurs, must have backup power
supplies for their equipment. Where electronic data is important to the customer, the customer must
backup the data to non-volatile storage in accordance with prudent business practice and at least on a
daily basis.
3.9
Compensation Arrangements for Guaranteed Customer Service Standards
Where we are required to pay you compensation under the Guaranteed Customer Service Standards,
we will make a direct payment to you.
For more information, or to make a claim, contact us on 133 718.
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