Planned outages running over time

What is happening?

We’ve recently seen an increase in Accredited Service Provider (ASP) initiated planned outages extending beyond their scheduled completion times, resulting in customer frustration and associated complaints.

Customers impacted by a planned outage expect their electricity supply to be restored within nominated time frames. Each ASP is responsible for ensuring adequate resources are allocated to complete connection and other projects within those times.

Additionally, while we understand unforeseen issues may arise during project work, it is critical that you communicate any potential delays as early as possible to enable customers to make alternative plans where necessary.

Continued overruns of the nominated outage time frames have real impacts on our customers and businesses. Please ensure appropriate steps are taken to reduce outage overruns.

What do you need to do?

1. Review the above information and develop processes to reduce outage overruns as per CEOP2015 Contestable Works Guidelines, Terms and Conditions for Contestable Works, Section 2.8.2.8 Request for connection and Section 2.8.2.9 Customer Impacts via the Document Library.
2. Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email aspinfo@essentialenergy.com.au.