Customer Charters

CitiPower and Powercor are committed to providing information that explains your legal rights and obligations under Victoria's Electricity Distribution Code in simple terms.

Our Customer Charters were developed through extensive consultation with customers and other stakeholders, and explains in simple terms your rights, entitlements and obligations as an electricity distribution customer in Victoria. Our Customer Guides complement the Charter and contain practical information to help you manage your electricity supply.

You can access the Customer Charter, detailed Customer Guides and Victoria's Electricity Distribution Code below, or contact us to request hard copies or large print versions of these documents. Also available below is our Guaranteed Service Levels, which identifies monetary payments our customers may be eligible for if we fail to meet service or reliability standards under the Code.