Under the current regulatory regimes for the gas and electricity industries, energy utilities operating in NSW are required to meet guaranteed customer service standards and to collect and report on a range of operating statistics.
Guaranteed customer service standards (GCSS) establish the minimum standard of service that a utility must provide to small retail customers in a range of service areas. Some GCSS also require the utility to pay a specified amount to the customer if it fails to meet this standard. Thus, GCSS provide a financial incentive for the utilities to improve service quality in their worst performing areas, and an acknowledgement to customers when the service level they receive is below the standard.
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