We’re among the highest performing electricity networks in the country.
Based on the Australian Energy Regulator (AER)’s annual benchmarking both CitiPower and Powercor are among the highest performing electricity networks in Australia.
Our goal is to keep providing a high-quality service to a growing population, while focusing on continuous improvement.
Powercor reliability targets
Covering this wide and diverse region with Australia’s lowest density of customers at 12 per kilometre square, means the network features a range of powerlines – short, long and urban. This is significant when outages occur as it can impact the speed with which our regional teams are able to respond.
The targets for service reliability that have been agreed with the AER and relevant for all forms of powerlines in our region are on this page.
| 2026-2027 targets | Urban | Rural - short feeder line | Rural - long feeder line |
|---|---|---|---|
| Average number of supply interruptions per year (SAIFI) | 0.72 | 1.00 | 2.09 |
| Average minutes off supply – unplanned (SAIDI) | 57.18 | 104.14 | 240.92 |
| Number of momentary outages (<=3 minutes) (MAIFI) | 1.2 | 2.5 | 4.39 |
| Average length (in minutes) per unplanned interruption (CAIDI) | 79.65 | 92.40 | 98.09 |
CitiPower reliability targets
CitiPower distributes electricity with greater than 99.99% reliability.
Supporting the CBD with Australia’s most densely populated customer base, we are required to operate the CitiPower network with contingencies in place so that if unexpected events occur on our major supply lines, then the network has a ‘double backup’ to provide continuous supply to homes and businesses.
Unexpected events might include extreme weather, fires, traffic accidents or infrastructure failures.
The targets for service reliability that have been agreed with the AER and relevant for all forms of powerlines in our region are below.
| 2026-2027 targets | CBD** | Melbourne urban |
|---|---|---|
| Average number of supply interruptions per year (SAIFI) | 0.08 | 0.30 |
| Average minutes off supply – unplanned (SAIDI) | 6.99 | 23.13 |
| Number of momentary outages (<=3 minutes) (MAIFI) | 0.02 | 0.21 |
| Average length of unplanned interruption (CAIDI) | 87.57 | 76.86 |
Note: The targets are based on average performance across the network therefore some customers may receive a level of service above or below average results.
Guaranteed Service Levels (GSL)
You may be entitled to a GSL payment if we do not meet service standards for supply restoration or reliability. While we make every effort to meet our service guarantees, there may be circumstances where payments are made to our customers.
GSL payments are based on how much time you were without electricity in a year. Payments are automatic and paid quarterly to your retailer who then apply it as a credit to your electricity bill.
The GSL period and payments detailed in the table below apply from July 2026 – June 2027.
Supply restoration events
Supply restoration payments are based on how much time you were without electricity in a year.
| Amount | |
|---|---|
| More than 18 hours of unplanned sustained interruptions per year | $130 |
| More than 30 hours of unplanned sustained interruptions per year | $190 |
| More than 60 hours of unplanned sustained interruptions per year | $380 |
| More than 12 hours unplanned sustained interruption on a Major Event Day* | $90 |
events outside our control such as extreme weather and storms
Low reliability events
Low reliability payments are based on the number of times you experience supply outages in a year.
| Amount | |
|---|---|
| More than 8 unplanned sustained interruptions per year | $130 |
| More than 12 unplanned sustained interruptions per year | $190 |
| More than 20 unplanned sustained interruptions per year | $380 |
| More than 24 momentary interruptions per year | $40 |
| More than 36 momentary interruptions per year | $50 |
Street lighting repairs
You may be eligible to claim $25 if you are the first to report a faulty CitiPower or Powercor-owned streetlight neighbouring your residence and the fault isn’t repaired within two days. The proprietor of a businesses neighbouring a faulty CitiPower or Powercor-owned streetlight may also be eligible to claim $25 if a reported fault isn’t repaired within two business days.
Documents and resources
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