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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.

How to change your connection

  1. 1 Getting started

    Start by talking to an electrical contractor, they will need to undertake work at your premises and complete relevant paperwork for your proposed changes to your connection. An electrical contractor can provide technical information about your premises that will assist with the connection process.

    If you are unsure if there is power available to connect your premises, you can submit an enquiry via our Customer Self Service. If you’re not comfortable with the questions on the enquiry form, you can speak to your electrical contractor for advice or request they submit the enquiry on your behalf.

  2. 2 Submit a Connect Application

    To make changes to the power supply at your premises, a Connect Application needs to be submitted and a Connection Offer will be made for acceptance to start a new connection contract with us. There are Basic & Negotiated Applications, your type of application will be determined by the information provided about the connection changes required at your premises.

    As a customer, you can submit your Connect Application yourself through our Customer Self Service. If you’re not quite sure about the information you need to provide, we recommend talking to your electrical contractor who can submit the application on your behalf.

    If you are an electrical contractor operating on behalf of a customer, you will need to submit the Connect Application through the Electrical Partners Portal.

    Note: During the connection change process, we will typically contact the person who makes the application.

    You can check the progress of your application via Track Service Orders.
  3. 3 Accept our Connection Offer

    Once the Connect Application has been submitted, we will review the application and provide a Connection Offer. The offer must be accepted for your connection changes to proceed.

    Basic Connection

    If your connection changes are assessed as basic, the application can be fast-tracked when submitting online by ensuring the Expedite Application box is ticked. The connection contract will automatically be created based on the terms of our Model Standing Offer (PDF 1.4 mb).

    If your application is assessed as basic, but is not expedited, 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 our offer. Your connection contract starts when the offer is accepted.

    Negotiated Connection

    If your connection service type is unable to be assessed as basic, then it’s classed as negotiated.

    We’ll contact the person who applied to discuss the terms of your connection contract. There may be additional costs which will 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 once the offer is accepted.

    Read more about connection service types, offers and contracts in our FAQs.
  4. 4 Have your EWR submitted

    Your electrical contractor will need to complete an Electrical Work Request (EWR) to provide us with the final confirmation that your premises is ready for us to attend and make the requested changes.

    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 with your electricity retailer 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. 5 We action your request

    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 (see below), unless we must alter our network to connect you or need to organise an appointment for your connection changes.

    Note: We will need access to the service connection point and meter box during our visit.

    For a summary of this connection process, check out our Change your existing connection checklist (PDF 135.3 kb).

How long will it take?

For the connection contract

To establish your connection contract, we'll make a connection offer within the following timeframes. This offer is typically made via the portal used to submit the Connect Application.

Basic Connection Offer
  • If you expedited your Connect Application, your connection contract will start when your application is submitted.
Basic Connection Offer
  • If you didn't expedite your Connect Application, we'll make a Basic Connection Offer within 10 business days
  • You'll have 45 business days to accept it
  • Your connection contract will start when your offer is accepted.
Negotiated Connection Offer
  • We'll make contact within 20 business days to advise that we'll be giving you a Negotiated Connection Offer and clarify any information
  • We aim to provide this offer within 65 business days
  • You'll have 20 business days to accept it
  • Your connection contract will start when your offer is accepted.

For the connection changes

To complete the work, in addition to your Connect Application, we need an EWR from your electrical contractor and a service order from your electricity retailer.

Once all paperwork is received, we will endeavour to attend your premises within 10 business days to complete your connection changes (unless we must change our network to connect you or need to organise an appointment for your connection).

Check the progress of your Connect Application in Track Service Orders.

A metering provider may also need to visit your premises to update your electricity meter. Your electricity retailer should advise the timeframe for your connection, including installation of the meter.

Note: Our attendance timeframes depend on network availability, clear access to your premises, traffic control requirements, or any other impacts that are outside of our control.

How much will it cost?

Connection service charges

Fees and charges will depend on the type of connection service you have applied for, and whether any work is needed on the electricity network to make your requested changes.

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.

If any network charges are required to meet your Connect Application, an estimate of these charges will be included in your connection offer for your approval. See our latest price lists on our Connections charges web page.

Other charges may apply under a Negotiated Connection Offer. For example, an application fee, a network extension fee, or a capital contribution.

All our connection charges have been approved by the Australian Energy Regulator.

Metering charges

We are no longer responsible for the installation of, or updates to metering.

The meter provider may charge fees to make changes to the electricity metering at your premises. The amount is charged to you by your electricity retailer so you will need to discuss this with them.

Need more information?

Read more our Connections FAQs.