Guaranteed Service Levels

Multinet is committed to delivering Excellent Service to all its Customers.

Guaranteed Service Levels for Residential Customers are as follows:

• If we are more than 2 hours late for an appointment window agreed with you, we will credit you $50.
• If we have access to your property, but do not connect your gas within two days of the agreed date, for every subsequent day we are late you will receive a credit of $80 up to a maximum of $240.
• If you have 5 or more unplanned interruptions in a calendar year you will be credited $150; and a further $150 upon the 10th interruption. (It does not include unplanned interruptions due to force majeure events, faults on gas installations, transmission faults, upstream faults and third party events).
• If gas supply to your property is interrupted and we do not restore supply within 12 hours, you will be credited $150; and a further $150 if supply is not restored within 18 hours. (It does not include interruptions due to force majeure events, faults on gas installations, transmission faults and upstream faults).

For more information, contact the Service Desk on 1300 131 689 (During Business Hours: Mon-Fri, 8.00 am to 6.00 pm)

Guaranteed Service Levels are set out in Part E (Page 42) of the Gas Distribution System Code.
View the Code on the Essential Services Commission of Victoria website.