Electrical Partners Alert

With a record number of applications being received recently we have implemented new ways of working, streamlined processes, and allocated additional resources to assist us in reducing wait times.

To ensure optimal flow through the application process, please ensure the below information is included where relevant:

• Maximum demand calculations – mandatory.
• Details of motors or pumps.
• Customer program of work/project schedules.
• Council development approval and information attached (e.g., stamped approved plans, conditions).
• Padmount transformer drawings attached (in accordance with section 5.11 of the Queensland Electricity Connection Manual). Please supply drawings in .dwg or .pdf format.

Transformer and space requirement advice we provide you will be based on the information provided in your application.

We are grateful for your ongoing feedback and look forward to working together on future improvement opportunities.

Ergon Energy Network and Energex have an obligation to ensure that systems connected to the network do not cause a material degradation to the quality of supply of other network users and that they do not adversely affect the operation of the distribution network.

When submitting an LV generation application to connect, you must ensure information supplied is accurate and representative of the system you intend to install or make modifications to.

You must also ensure you understand and apply the technical requirements of the applicable Ergon Energy Network and/or Energex standards to your proposed installation.

Failure to install the proposed system in accordance with the relevant technical standards, providing misleading or false information will result in consent being withdrawn. If consent is withdrawn, the system must be immediately disconnected.

To obtain a copy of our standards, please visit the relevant websites:

• Ergon Energy Network
• Energex

For further enquiries, please contact our team at:

• Ergon Energy Network: ergongeneration@energyq.com.au
• Energex: energexgeneration@energyq.com.au

We have put together some information for you to help troubleshoot the most common issues Electrical Contractors have reported when using our Electrical Partners Portals.
To reduce issues using our portal we recommend accessing the portal on a computer/laptop rather than phone/tablet.

ISSUE: You receive a SPQ error message advising “Oops an unexpected error has occurred”.
TROUBLESHOOTING:

• Clear your cache/browser history – instructions can be found online or by contacting our team.
• Your session has timed out – log out and log back in.
• Our portal receives a daily update at approximately 09:00, 12:00, 15:00 and 18:00 that may cause errors - wait 10 minutes and then continue your session.
• Access the portal from the Ergon Energy Network/Energex website directly - corrupted bookmarks will cause errors.
• Log out after every session – closing the portal without logging out will cause errors.

ISSUE: Portal keeps timing out.
TROUBLESHOOTING: Our portal prompts users to continue their session if they have been inactive for one hour. The portal provides users 30 seconds to continue their session before logging them out.

ISSUE: You can’t access the portal - link inaccessible or portal not displaying correctly.
TROUBLESHOOTING: The internet browser you are using is incompatible with the portal. Our portal is compatible with:

• Internet Explorer 8 and above
• Google Chrome 14 and above
• Firefox 8 and above.
• Our portal is not compatible with Safari.

For further information please access the relevant website’s portal user guides:

• Ergon Energy Network
• Energex

If you continue to experience issues, please contact the relevant contractor hotline for assistance:

• Ergon Energy Network: 1800 237 466 (Option 3)
• Energex: 1300 762 397 (Option 3)

If a property was constructed or renovated prior to 1990, it is likely to contain asbestos or asbestos containing material (ACM). More than 3,000 ACM products were used in older homes so always maintain a safe work environment when doing electrical works onsite.

All switchboard components including metering panels that contain asbestos or ACM must be replaced or removed from a customer’s installation before any customer requested works can be actioned by Ergon Energy Network or Energex e.g., submission of an Electrical Work Request (EWR).

For further information concerning ACM visit the WorkSafe website.

Did you know the Emergency Backstop Mechanism came into effect on 6 February 2023?

Random inspections are being undertaken to help assess compliance with the Emergency Backstop requirements of the applicable Connection Standards. Inspections include checking that the Generation Signalling Device (GSD) is installed and activates the “DRM (Demand Response Mode) 0” capability in the inverter when sent the demand response signal.

Results from inspections to date indicate GSDs are being installed, however it has been identified on some sites there are issues with inverters not entering DRM when sent the demand response signal.

Where non-compliance is identified in the inspections, letters will be sent to the relevant party to the Connection Contract (typically the customer), advising the rectification work(s) required.

Customers must respond to the rectification request as a matter of priority. Instances of continued non-compliance may result in the Connection Contract being terminated and the embedded generation system being disconnected from the network.

We have developed a guide to assist Electrical Contractors with understanding the required rectification work and supporting evidence/documentation to be submitted in response to the non-compliance letters, including a response pro forma to make responding easier.

We remind installers that they can undertake their own test of the GSD being installed and the inverter configured correctly by removing the RJ45 plug from the DRM mode port on the inverter, or disconnection of the GSD from the terminal block – this should trigger the DRM 0 functionality to cease generation as per clause 3.2.2 (d) of AS/NZS 4777.2.

Further information on the requirements of the Emergency Backstop Mechanism can be found on our websites:

• Ergon Energy Network
• Energex

Since 11 September 2023, there have been changes to our Connection Application fees. These changes align our approach of categorising applications across Queensland and meet our principle of ensuring costs are appropriate for connecting individual customers.

These changes align the offer type with the investment it takes to assess and process these applications.

The changed fees will apply for 2023/24 ACS (Alternative Control Services) Connections Services and can be found on our websites via the below links:

• Ergon Energy Network
• Energex

We are pleased to announce the launch of our new Queensland Electricity Connection Manual (QECM) query call back request webform, an alternative method for Electrical Contractors to contact our Customer Technical Support team. The webform will streamline communication and help us prioritise calls based on urgency, ensuring prompt response to critical matters.

Why was the QECM query call back request webform created?
We created this webform to provide a better customer experience for our valued Electrical Contractors. It allows you to submit your queries and concerns directly to our support team through an easy-to-use online platform.

Benefits of using the QECM query call back request webform:

• Priority for urgent matters - with the webform, we can efficiently categorise and prioritise incoming queries, ensuring urgent matters receive immediate attention.
• Streamlined communication - the webform captures all essential details, minimising the need for follow-up communication and allows our team to more effectively address your concerns.
• Availability and accessibility - the webform is available on our websites, accessible any time, and from any device, providing you flexibility and convenience.

How to use the QECM query call back request webform:

1. Access the relevant form:
   • Ergon Energy Network
   • Energex
2. Fill out the form’s details, including your contact information, query description, and any other relevant information.
3. Click 'Submit' to send your request to our Customer Technical Support team.

We encourage Electrical Contractors to use the QECM query call back request webform for all queries and concerns. By doing so, you will not only help us prioritise urgent matters but also contribute to more efficient and effective customer support.

If you experience any issues with the webform or have any further feedback, please contact us via: qecmtechadvice@energyq.com.au

Did you know we have a dedicated Contractor Hotline for your use as an Electrical Contractor? Please find below the correct phone numbers and options to select to ensure your call goes to the right area and is handled in a timely manner:

Ergon Network Contractor Hotline 1800 237 466
Energex Contractor Hotline 1300 762 397

Please then choose from the following options:

• Press 8 if you are calling to report a power supply problem, including relays and broken seals.
• Press 1 for technical enquiries regarding the Queensland Electricity Connection Manual or the Queensland Electricity Metering Manual.
• Press 2 for appointments.
• Press 3 for all other enquiries including paperwork and portal assistance.

After the last year’s storm season, it was identified that the use of legacy form numbers/names was causing confusion with our customers and Electrical Contractors.

As a result, the naming and layout of our defect report has been aligned across Ergon Energy Network and Energex from its legacy name of Form 3/Form B and is now known as an Electricity Defect Report. The form also has this title across the top for easy identification.

Please be mindful of this change in terminology as this is what our contact centres/Electrical Contractor hotlines use.

If you have registered in our Electrical Partner’s Portal with an Electrical Safety Office licensed electrical contractor number, you can receive SMS or email notifications for change in status of an Electrical Work Request (EWR) you have submitted. These notifications are useful to update you on changes of status for your EWR, such as Appointment Set, Completed, Awaiting B2B etc.

To set up these notifications:

1. Log into the Electrical Partner’s Portal, access the “MyProfile” screen and select “Manage My Notifications.”
2. Then select which status update notices you wish to receive by ticking Email, SMS or both.
3. When you are finished, make sure to click “Save Settings.”

For further information about setting up your profile in the Electrical Partner’s Portal click the relevant below:

• Ergon Energy Network
• Energex

The Ergon Energy Network and Energex websites are being upgraded and you’ll see some changes from Monday 11 September 2023.

We’re improving the design, functionality and customer experience.

You will need to update your bookmarks after the new site goes live if you have saved any links as favourites.

For contractors who work between both Ergon Energy Network and Energex territory, we have consolidated documents in the one location for ease of access and use.

If you have any questions or feedback, email us at:

• Ergon Energy Network: networkenquiries@ergon.com.au

• Energex: custserve@energex.com.au

Ergon Energy Network and Energex are excited to provide you with an update on our leading-edge dynamic connections.

The importance of dynamic operation for new energy technology (e.g., solar PV, batteries) connected to the distribution networks is greater than ever with growing negative peak demands across the networks.

To enable a dynamic connection, an inverter or gateway device registered with our utility server is required.

• Utility servers allow communications between us and the customer’s inverter or gateway device to enable the dynamic connection, which maximises the export of excess energy based on available network capacity.
• Gateway devices enable the full benefits of a dynamic connection by providing an interface between selected inverters (which are not registered as a stand-alone item) and our utility server.

Two gateway devices are now registered which support a range of inverters. For advice on these gateway devices please contact:

• For single phase systems Catch Power: www.catchpower.com.au
• For three phase systems QGE: www.qge.com.au

The number of providers will continue to grow as we proactively work with vendors to have their systems certified with our utility server.

A number of other vendors are currently working through the certification process and will be added to our list of registered providers once finalised.

Please encourage your suppliers to get their relevant equipment certified.

For further information please refer to our websites:

• Ergon Energy Network
• Energex

Should you have any additional questions or suggestions on how we can improve our Ergon Energy Network FAQs or Energex FAQs please email Dynamic.Connections@energyq.com.au.