Customer service incentive scheme

Date initiated: 
22 July 2019
Effective date: 
30 April 2020
General enquiries - Regulatory Innovation


The Customer service incentive scheme (the Scheme) encourages distributors to engage with their customers, identify the customer services they want improved, and then set targets to improve those services. The Scheme rewards Electricity Distribution Network Service Providers (DNSPs) for improving their customer service, or penalises them if service deteriorates. We consider that this improves the incentives available for DNSPs to recognise the value of customer service.


The impetus for this consultation is the New Reg trial. The trial is a joint initiative between the AER, ENA, ECA and AusNet Services. AusNet Services is conducting the trial of the New Reg process in the development of its regulatory proposal for the 2021-26 period. As part of this trial AusNet has negotiated a proposed customer service incentive scheme which it has put to the AER.

Further details on AusNet’s consultation, including opportunities to be involved in the consultation can be found on AusNet Services website. For further information on the AER's consultation on New Reg process please see Consultation on New Reg.