Our responsibilities

Our responsibilities as a distribution network service provider include:

  • Maintaining the safety and reliability of the network
  • Connecting new customers
  • Extending and upgrading the network to meet growth and expansion
  • Maintaining street lighting for councils and government
  • Undertaking meter data collection for electricity retailers.

Customer connection services

Under the relevant energy laws, we must provide customer connection services to customers. Customer connection services include generally:

  • Services relating to a new connection for the premises
  • Services relating to a connection alteration for the premises
  • Ongoing connection contracts  for the premises, including (but not limited to) the energisation, de-energisation or re-energisation of the premises.

Customer connection contracts

We're obliged to provide the relevant customer connection services in accordance with the relevant connection contracts. These contracts are discussed further for:

  • Residential and small business customers - on the Residential connections and Business connections webpages.  A small customer is defined as Standard Asset Customers  as outlined in our AER Approved Pricing Proposal.
  • Large customers - on the Major business connections webpage. A large customer connection is defined as one that is for a Connection Asset Customer, Individually Calculated Customer or an Embedded Generator, as outlined in our AER Approved Pricing Proposal. Large Customer Connections are typically high rise buildings and commercial or industrial sites, like shopping centres, exhibition centres, warehouses and mine sites.

New connections and connection alterations

A new connection is where no current physical link exists between an electricity distribution network and a customer's premises. This includes connections for newly built properties, new subdivisions and new street lights.

A connection alteration is any change to an existing electricity connection. This includes the following types of changes to an existing connection:

  • Additions
  • Upgrades
  • Extensions
  • Expansions
  • Any other kind of alteration, such as increasing from single phase to two or more phases.

The processes for establishing new connections and altering existing connections are set out in Chapters 5 and 5A of the National Electricity Rules.

  • Chapter 5 predominantly applies to customers and generators who are each registered with the Australian Energy Market Operator (AEMO).
  • Chapter 5A predominantly applies to customers and generators who are not so registered, being the vast majority of connection applicants.

These provisions broadly require distribution network service providers, like us, to receive connection enquiries and applications from connection applicants in their relevant distribution area, to review these and to make connection offers to those applicants to facilitate the new or altered connection.

Chapter 5A and 5 connection process

Further information on the Chapter 5A process for new connections and connection alterations for homes and businesses can be found on our Connections webpage.

For further information on the Chapter 5 and 5A process, as it broadly applies to those connections for which our Major Customer Team is responsible (refer to Customer connections contracts above), please refer to the Major business connections webpage. This process will involve entering into a connection contract to either establish or alter the connection (as relevant). These are generally individually negotiated.

Ongoing connection contracts

Once a new connection is established, an existing connection has been altered, or you're already connected to our network, the ongoing connection to the distribution network and the supply of electricity across the relevant connection point is dealt with under an ongoing connection contract.

If you don't have a negotiated ongoing connection contract in place, then the Deemed Standard Connection Contract (PDF 1.5 mb) will generally apply to you.

If you'd like to negotiate different terms and conditions for your ongoing connection, you have the right to enter into a negotiated ongoing connection contract with us. If you don't do this, we'll provide connection services to you under the applicable contract set out above.