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.

Customer service standards brochure

Provides further information about these standards including information to help you decide if you are eligible to make a claim.

Customer service standards claim form

This claim form is to be used to make claims under the Customer Service Standards (the ‘Standards’) for network reliability.

Customer claim form

Use this form to claim for property or equipment damage, spoilage or loss.

Location by category list and distribution area map

As part of the standards, a metropolitan and a non-metropolitan category has been established. This document provides further details on which category applies to you.

If you need more information, please telephone Ausgrid’s Customer Service Standards Information line on 1800 069 952.