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

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.

Customer service standards claim

Where you feel you are entitled to compensation under the Customer Service Standards, please complete a claim form and email to Ausgrid’s Network Customer Investigations at

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