How are we performing?

Our aim is to provide you with exceptional service at all times and we promise to achieve our performance standards which are backed by a guarantee.

If you need a connection to our network, our key connection services are subject to The Connection Guaranteed Standards of Performance. These set out the level of service you can expect and, where we are unable to achieve these standards, the compensation that you are entitled to.

Find more information on Metered Connection Guaranteed Standards of Performance here and more information on Unmetered Connection Guaranteed Standards of Performance here.

• The average time to quote, measured in working days, for a single service or small project demand application is measured from receipt of the application to the date we issue the quotation.
• The average time to quote, measured in working days, for all other segments is measured from receipt of minimum information* to the date we issue the quotation. 
• The average time to connect for all segments is measured from receipt of the written acceptance and payment (if applicable) to the completion date of the electrical works such that the connection can be energised.

  * Minimum information is information provided by the Customer that is required by the Electricity Distributor in order for it to provide the service under the standard.