icon-electricity SA Power Networks service standard framework 2015 to 2020

  • Project Released: 15 Mar 2013
  • Project Closes: 08 Oct 2014
  • Contact: Amber Miller


It is appropriate for the Commission to consider and review the jurisdictional service standards prior to the commencement of a new price regulation period for SA Power Networks.  The Commission consulted with the South Australian community to develop the jurisdictional service standards, to apply to SA Power Networks for the next regulatory period 2015-2020. 


Current status is Further info

  • Initiate
  • Submissions
  • Draft
  • Submissions
  • Final
  • Further Info
  • Further info


The Commission has released its Final Decision on the jurisdictional service standards and Guaranteed Service Level scheme to apply to SA Power Networks for the 2015-2020 regulatory period.

Based on South Australian customers’ continuing high levels of satisfaction with current service levels, the Commission will set reliability and customer service standards and targets to maintain the average historical levels of service provided by SA Power Networks.  Further, in order to avoid potential conflicting expenditure drivers for SA Power Networks, the Commission is aligning the jurisdictional service standards with the terms of the Australian Energy Regulator's Service Target Performance Incentive Scheme (STPIS).

The Commission's Final Decisions are as follows:

  • Network reliability service standards and targets: to be set for frequency and duration of unplanned interruptions to reflect the average historical reliability levels for four categories of electricity distribution feeders (rather than base standards on geographical regions), with the impact of qualifying Major Event Days (such as storms/heatwaves) removed to identify trends in underlying network performance;
  • Customer service standards and targets: the current telephone and written responsiveness standards and targets will remain unchanged;
  • Performance Monitoring and Reporting: there will continue to be a strong monitoring and reporting regime for the existing geographic regions, with SA Power Networks required to publicly explain any variations from average historical performance.  SA Power Networks’ restoration performance during Major Event Days will be studied separately from daily operations;
  • Guaranteed Service Level scheme: the Commission’s state-based GSL scheme will continue, (with the payment levels adjusted to reflect the change in CPI since they were first set for the 2005-2010 regulatory period), and will include an additional tier for outages of greater than 48 hours.  SA Power Networks will be required to report on GSL payments made in each of the seven geographic regions.

The final network reliability targets will be established once data for 2013/14 are available, with final targets set in late 2014.  Public consultation will occur on the consequential amendments to relevant regulatory instruments (e.g. SA Power Networks licence; Electricity Distribution Code; and Electricity Guideline 1).

Further Info

On 1 May 2014, the Commission released its final decision on the jurisdictional service standards to apply to SA Power Networks for the 2015-2020 regulatory period.

The expression of some of the amounts in Table 4.1 (pp. 36-37) was incorrect.  The below table shows the GSL categories requiring amendment.

Amended Table 4.1 (pp 36-37)
GSL category Amount as
1 May 2014
Amount as
29 May 2014
Promptness of new connections - within 6 business days $65 per day to a
maximum of $315
$65 per day to a
maximum of $325
Timeliness of streetlight repairs - within 5 business days
(CBD, Metropolitan Adelaide, Whyalla, Mount Gambier, Mount Barket, Gawler, Stirling, Murray Bridge, Port Augusta, Willunga, Port Pirie and Port Lincoln)
$25 per day $25 per 5 business
day period
Timeliness of streetlight repairs - within 10 business days (Country - all other areas) $25 per day $25 per 10 business
day period

The amended GSL scheme payments will apply from 1 July 2015.

Further Info

The Commission’s Final Decision, released in May 2014, set out the framework and approach for setting the jurisdictional service standards.  However, the final service standard targets could not be set until data were available for 2013-14.  The Commission has now assessed SA Power Networks’ reliability data for the five year period 2009-10 to 2013-14 and set the final targets to apply for the 2015-2020 regulatory period.

This paper sets out the amendments to the Electricity Distribution Code and Electricity Industry Guideline No. 1 - Distribution to give effect to the Commission’s decisions on the final jurisdictional service standards for SA Power Networks for the 2015-2020 regulatory period.  The amended regulatory instruments will apply from 1 July 2015.