Guaranteed Service Level (GSL) Scheme
ATCO Gas Australia operates a Guaranteed Service Level (GSL) scheme to provide assurance to Small Use Customers that the high levels of service currently enjoyed will continue.
As from the 25 February 2006, if you are a Small Use Customer, as defined under section 3 of the Energy Coordination Act 1994, you may be eligible to receive payments from ATCO Gas Australia, for inconvenience caused by interruptions to your gas supply (a Small Use Customer is a person whose consumption of gas is less than 1 terajoule per year so typically limits the application of the GSL scheme to domestic applications). . These payments are in reference to the GSLs as listed below.
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Attendance to Broken Mains & Services within 1 hour.
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Attendance to Loss of gas supply within 3 hours.
If arrival is late by more than 15 minutes of the agreed time.
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GSLs do not apply to:
- Customers other than Small Use Customers;
- Force Majeure events;
- Planned interruptions effected with the prior agreement of, or appropriate notice to an end consumer;
- Events occurring downstream of the meter;
- Events occurring in a transmission pipeline or natural Gas production facility; and
- Interruptions caused by third party or consumer interference.
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Connection of a Gas Service and Meter within 5 Business days to an established home where a Gas main runs past the property.
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$40 per day (subject to a maximum of $120)
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No more than 4 unplanned interruptions in a calendar year resulting from faults in the distribution system.
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$100 for each subsequent event in a calendar year
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Gas supply interruption reulting from faults in the distribution system to be restored within 12 continuous hours.
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Application Process
In the event that you consider that you are a Small Use Customer and you are eligible to receive a payment under the GSL scheme please contact your gas retailer and request that they ask ATCO Gas Australia to consider your claim for compensation.
In addition, ATCO Gas Australia will monitor performance against the GSLs on a monthly basis and will consider if a payment under the GSL scheme is appropriate. In the event that ATCO Gas Australia considers a payment under the GSL scheme is appropriate it will make payment to the gas retailer of the Small Use Customer who will either pay that amount or credit that amount to the Small Use Customer as soon as practicable.
In the event that you wish to query a ATCO Gas Australia decision, you should contact your gas retailer or our Customer Relations Coordinator at the following address:
Customer Relations Coordinator
ATCO Gas Australia Pty Ltd
Locked Bag 2507
PERTH BC WA 6849
Complaints Handling Process
The ATCO Gas Australia complaints handling process has been developed in accordance with the Australian Standard for Complaints Handling, AS ISO 10002-2006 to fulfil ATCO Gas Australia obligations under the Australian Gas Association Natural Gas Customer Service Code (AGA Code), AG755-1998 and the Gas Distribution Licence GDL8.
Under the AGA Code, section 2.5, customers have the right to;
- Make a complaint to a supplier about the supplier’s acts or omissions,
- Raise the complaint to a higher level within the supplier’s management structure, and
- Refer the complaint to the Energy Ombudsman of Western Australia
We welcome your feedback
If you should ever find the service we provide to be less than satisfactory, feedback about our service can be lodged by contacting our call centre between the hours of 7:00am and 6:00pm Monday to Friday on 13 13 56. We will do our best to resolve the problem to your satisfaction. We look on each customer’s input as an opportunity to improve our service to you. If your complaint cannot be resolved by our call centre operator your complaint will be referred to the Customer Relations Coordinator.
If a complaint cannot be resolved to your satisfaction by ATCO Gas Australia representatives, you may contact the Energy Ombudsman of Western Australia by telephoning 1800 754 004 or by mail to PO Box Z5386, St George’s Tce, Perth WA 6831.
The Ombudsman receives, investigates and assists in the resolution of a range of enquires and complaints that residential and small business may have with their gas company. It is an independent service, easy to access and free of charge to you.