Customer service standards

Ausgrid is committed to providing the best possible service to our 1.7 million customers across Sydney, the Central Coast and the Hunter. We have frontline staff on call 24 hours a day to respond to emergencies or blackouts if they occur.

The NSW Government have established Customer Service Standards detailing the level of service that Ausgrid and other electricity businesses are expected to meet. If we do not meet these customer service standards, you may be entitled to claim a payment from us. 

The Customer Service Standards brochure provides information about the standards, including information to help you decide if you are eligible to make a claim. As part of the standards, a metropolitan and non-metropolitan category has been established. You can check which category applies to your suburb here.

Making a claim

To make a claim for Customer Service Standards for Network Reliability, read the FAQs and supporting information in the Customer Service Standards brochure and complete a Customer Service Standards Claim Form. Email your claim to