Change your existing connection
You may need to move your connection to the network when you make changes at your premises, like doing a renovation. Or you may need to upgrade your power supply. As part of this process, we’ll need to establish a connection contract with you.
Here are the steps to take.
1. Get started
The best place to start is to talk to an electrical contractor (try Master Electricians), who'll complete the work needed at your place. Your electrical contractor can provide technical information about the changes you need to make to your existing connection, and can also submit your connection application on your behalf.
If you need more information before submitting your application, you can make an enquiry via Customer Self Service. We'll respond within five business days.
2. Submit your connection application
To make the changes to your existing network connection, you need to submit an application and accept our offer to start your new connection contract with us.
As technical information is required, some electrical contractors may offer to apply for you via our Electrical Partners Portal. Otherwise you, or someone on your behalf, can apply via Customer Self Service.
There is an option to fast-track (or expedite) your application in some cases – read more in Step 3.
Check the progress of your connection application in Track Service Orders.
When we receive your application, we’ll check if the connection service you want is basic or negotiated. If you're upgrading your connection, we'll also check if the required power supply from our network is available to your place.
Please note: The person who applies is usually the person we contact during the connection change process.
3. Accept our connection offer
Whoever submits your application will also need to accept our connection offer.
We want to help you change your connection quickly and easily to meet your energy needs. Most of our customers only need a basic connection service.
If your connection service type is basic, it can be fast-tracked when submitting the online application. Just tick the Expedite Application box and your connection contract will automatically be created on the terms of our model standing offer.
If your application is not expedited, we’ll make a basic connection offer within 10 business days (or other date agreed with you). You'll have 45 business days to accept our offer. Your connection contract starts when the offer is accepted.
If you want to negotiate the terms of your connection contract, you can choose to do this through a negotiated connection.
If your connection service type is not basic, or you want to negotiate the terms of your connection contract, then it’s classed as negotiated. Choosing to negotiate will incur additional costs.
We’ll contact the person who applied to discuss the terms of your connection contract. Any additional costs may need to be accepted at this time.
We’ll aim to make a negotiated connection offer within 65 business days of your application. You'll have 20 business days to accept the offer. Your connection contract starts when the offer is accepted.
Read more about connection service types, offers and contracts under FAQs and further reading below.
4. Confirm your electricity retailer
You'll need to tell your electrical contractor who you use as your electricity retailer. Your electrical contractor will complete an Electrical Work Request (EWR) to provide us with this and other information about your connection.
The EWR will also notify your electricity retailer of your connection change request. Your electricity retailer may then contact you to talk through any relevant metering charges and other costs, and update your account if necessary (e.g. if you are requesting an upgrade to your power supply where new metering is required).
Your account needs to be up-to-date and any charges accepted before we can make the required changes to your connection. Once this is done, your electricity retailer will send us a service order requesting us to change your connection.
5. We change your connection
Once all forms are received, your connection contract established, and any fees and charges accepted, we’ll visit your premises to complete the work. We must do this within set timeframes (unless we have to change our network to connect you).
Please note: We’ll need access to the service line connection point and your meter box during our visit.
For an easy print summary of this connection process, check out our Change your existing connection checklist (PDF 142.6 kb).
How long will it take?
For your new connection contract
To establish your connection contract, we'll make a connection offer within the following timeframes.
|Basic connection offer (expedited||If you 'fast-tracked' (or expedited) your connection application, your connection contract will start when you application is submitted.|
|Basic connection offer (non-expedited)||If you didn't 'fast-track' (or expedite) your connection application, we'll make a connection offer within 10 business days. You'll have 45 business days to accept it.|
|Negotiated connection offer||We'll make contact within 10 business days to advise that we'll be giving you a negotiated connection offer. We'll provide this offer within 65 business days. You'll have 20 business days to accept it.|
Note: If you request information by post, it may take longer for you to receive your offer.
For your connection change
To complete the work, we need an EWR from your electrical contractor and a service order from your electricity retailer.
Once received, we'll visit your premises within 10 business days to complete your connection change (unless we have to change our network to connect you).
Check the progress of your connection application in Track Service Orders.
A metering provider may also need to visit your premises to install/change your electricity meter. They'll usually do this either at the same time or after our visit. Your electricity retailer will advise the timeframe for your connection, including any metering works.
Timeframes depend on network availability, access and traffic control requirements, or any other impacts that are outside of our control.
How much will it cost?
Connection services charges
Fees and charges will depend on the type of connection service you've applied for, and whether any work is needed on the electricity network to change your connection.
The most common services for making a change to your existing connection are enhancing your service line or moving your point of attachment. Fees for these services vary depending on site conditions, e.g. traffic control, and the number of site visits required by us to complete your connection changes. These fees will be charged to you by your electricity retailer.
Other charges may apply under a negotiated connection offer. For example, an application fee, a network upgrade or extension fee, or a capital contribution .
If any network charges are required to meet your connection change application, an estimate of these charges will be included in your connection offer for your approval.
There may be fees to make changes to your electricity metering at your premises. The amount is charged to you by your electricity retailer and you'll need to discuss this with them.
Read more on metering charges.
FAQs and further reading
If I'm not ready to apply, can I just make an enquiry?
Yes, you can make a preliminary enquiry about your connection. We’ll respond within five business days, or other date agreed with you.
I don’t want to use an online form do you have a printed form I can use?
Yes, we have printed versions of our connection enquiry form and application form that we can send to you.
You can call us on 13 12 53 (Monday to Friday 7:00am - 5:30pm) to request a form.
What do I do if I’m only changing my meter or my tariff?
You don’t need a connection contract. These changes can be arranged directly through your electrical contractor.
What information do I need to submit a connection application?
You'll need to know the following:
- Your contact details
- Premises address details (including your lot and plan number, as on your council rates notice)
- Date electricity supply is required
- Details of your premises appliances (e.g. aircon, fridges, hot water, etc.)
- How many phases you need
- Amps per phase
- Details of pumps or non-domestic equipment (if applicable)
- Whether the power supply is underground or overhead:
- if overhead, are there houses already connected on both sides of the premises?
- if underground, are there green pillars (turrets) on the premises boundary?
Your electrical contractor can help provide the technical information.
What is a basic connection service?
Most applications qualify for a basic connection service. This is where the connection services needed for your new connection are relatively simple and straightforward, and include little or no changes to our network.
It generally involves connection of residential and small business premises where:
- network supply is available (i.e. there's a line available near your place, at the required voltage and with enough capacity and phases for your new connection)
- there's little or no work required on our network to connect you (other than establishing a standard connection)
- the maximum connection capacity is 100 amperes per phase.
More detailed information about basic connection services is explained in our Model Standing Offer Basic Connection Service (PDF 273.2 kb), including relevant definitions.
What does expedited mean?
If your new connection is classed as a basic connection service, you or your contractor can ‘fast-track’ it in the online application. This is called an ‘expedited’ application.
It simply means that you are requesting to expedite at the time you submit your application, provided we are satisfied that the connection service you are applying for is a basic connection service and that you indicate that the terms in the model standing offer are acceptable to you. If this occurs, then the contract forms when your application is submitted.
Just tick the Expedite Application box at the end of the online connection application to do this.
If you don’t tick the Expedite Application box, we’ll make a basic connection offer within 10 business days (or other date agreed with you). You'll have 45 business days to accept it.
Your connection contract starts when the offer is accepted.
What is a negotiated connection service?
A negotiated connection service is needed if:
- Power supply from our network is not readily available in your area
- A network change is required to connect you
- The maximum connection capacity exceeds 100 amperes per phase
- Your new connection is not classed as a basic connection service
- Your new connection is classed as a basic connection service but you have chosen to negotiate the terms of your connection contract with us.
Please note that you may be charged a fee for a negotiated connection service, to cover our expenses in assessing your application, completing the negotiated connection process and making a negotiated connection offer.
These may also include charges from other network service providers and the cost to inspect your premises (if required). Read more about connection charges.
Standard connection services
Our standard connection services apply to unmetered supply only, for example watchman lighting, bus shelters, lighting for public amenities or street lighting. The standard connections services we offer are listed in our Model Standing Offer - Standard Connection Service for Unmetered Supply (PDF 343.1 kb).
More information about connection offers
We'll then make a basic or negotiated connection offer within set timeframes for you to accept.
Basic connection offer, expedited
If your connection service type is basic, you or your contractor can fast-track (or expedite) it in the online application. Just tick the Expedite Application box and your connection contract will start when your application is submitted.
Basic connection offer, not expedited
If your connection service type is basic but you don’t expedite your application, we’ll make a basic connection offer within 10 business days (or other date agreed with you). You will have 45 business days to accept it.
The basic connection services that we offer are listed in our Model Standing Offer Basic Connection Service (PDF 273.2 kb).
Negotiated connection offer
If your connection service type is not basic, or you choose to negotiate the terms of your connection contract, then it’s classed as negotiated.
We’ll contact you or your electrical contractor to discuss the terms of your connection contract, and any additional fees. Usually we’ll make a negotiated connection offer within 65 business days. You'll have 20 business days to accept it.
Your connection contract starts when the offer is accepted.
What happens if I decline your connection offer?
If you decline to accept the connection offer, or don't return the signed connection offer within the set timeframe, our connection offer will expire. If you still want your new connection, you'll need to submit a new connection application and go through the whole process again (including paying any fees again).
More information about connection establishment contracts
Your new connection contract will be on the terms of your accepted connection offer. It’s called a connection establishment contract.
For basic connection service, these terms are listed in our Model Standing Offer Basic Connection Service (PDF 273.2 kb).
We'll make a basic connection offer where:
- Power supply is available (that is, there's a line available at the required voltage with sufficient capacity for your new connection)
- There's little or no work required on our network to connect you (apart from establishing a service line. Anything greater than establishing a service line will have to be negotiated)
- The maximum connection capacity is 100 amperes per phase.
For negotiated connection services, we’ll negotiate the terms of your connection contract with you.
More information about ongoing supply connection contracts
Once you've accepted the connection offer and your connection establishment contract is in place, another contract automatically comes into effect for your ongoing connection services. Unless you specifically negotiate the terms of this other contract, it'll be on the terms of the Deemed Standard Connection Contract (PDF 704.5 kb).
What is a service line?
A service line is the wire that runs from our network to just inside your property and connects electricity to your premises. A standard overhead service line may extend approximately 20m inside your premises, whilst a standard underground service line may extend approximately 7m inside your premises.
We provide standard service lines free of charge.
What are capital contributions?
A capital contribution is a fee you’ll be charged for some types of network changes, if we need to change our network for your connection.
A capital contribution for network extension may be applicable for connections that exceed the scope of a typical connection, such as where the service line is longer than the standard service line.
In these circumstances, any capital contributions will be calculated using the formula set out in section 7 in our Connection Policy (PDF 1.1 mb).
What is Chapter 5A?
Chapter 5A of the National Electricity Rules sets out the process for most of our customers to either:
- Create a new connection to our electricity distribution network
- Change an existing connection to our electricity distribution network.
The services we provide for these are called connection services. These generally include the design, construction and energisation of connection assets and any necessary change of our network.
What are contestable services?
Some services are open to competition and can be provided by persons other than us. These include:
What are my rights and obligations?
Read about the energy laws that outline your rights and obligations, how to make a complaint, the dispute resolution procedures and the Queensland Energy Ombudsman on our Customer's rights and obligations webpage.
What are Energex's responsibilities?
As a distribution network service provider there are a number of things we must do, including:
- Maintaining the safety and reliability of the network to ensure the adequate, economic, reliable and safe connection and supply of electricity to our customers
- Connecting new customers
- Extending and upgrading the network to meet growth and expansion
- Maintaining street lighting for local governments
- Collecting metering data for electricity retailers.
Learn more on our Responsibilities webpage.