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 will 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 will 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 are upgrading your connection, we will 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 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 will 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 will have 20 business days to accept the offer. Your connection contract starts when the offer is accepted.
Live in a remote area? All applications to change your existing connection that are submitted in isolated communities will need to be investigated before it can be determined if they will be basic or negotiated. 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 the connection. If you're in an isolated community, your electricity retailer will be Ergon Retail.
5. We change your connection
Once all forms are received, your connection contract established, and any fees and charges accepted, we’ll visit your property 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 235.2 kb).
How long will it take?
For your 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 your 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 will have 45 business days to accept it.|
|Negotiated connection offer||We will make contact within 10 business days to advise that we will be giving you a negotiated connection offer. We’ll provide this offer within 65 business days. You will have 20 business days to accept it.|
Please note: If you request information by post, it will take longer.
For your connection change
To complete the work, we need a service order from your electricity retailer and an EWR from your electrical contractor. We’ll then complete the changes to your connection within the below timeframes (unless we have to change our network to connect you).
A metering provider may also need to visit your premises to install/change your electricity meter. Your electricity retailer will advise the timeframe for your connection change, including any metering works.
|CBD or Urban||Within 5 – 10 business days*|
|Rural||Within 10 business days|
|Isolated||Within 30 business days|
*Some areas may appear to be CBD or Urban, but they can be classified as Rural within our network. In these cases, we’ll complete your connection within 10 business days.
Check the progress of your connection application in eStatus.
How much will it cost?
Connection services 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 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 the location of your premises and the number of site visits required by us to complete your connection changes.
*The fees for service line enhancement and for moving attachment point vary depending on the type of feeder you're on. For the full list of fees see our latest Network Tariff Tables (ACS Fee-based section) on our Network Tariffs webpage.
Other charges may apply under a negotiated connection offer. For example, an application fee, a network 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.
All our connection charges have been approved by the Australian Energy Regulator. Read more on connection services charges.
There may be fees to make changes to your electricity metering at your premises. An estimate of the range of metering charges will be included in your connection offer. The amount is actually charged to you by your electricity retailer may differ and be outside this range.
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 changing your connection. We’ll respond within five business days, or other date agreed with you.
You can either:
I don’t want to use an online form, do you have a form I can print?
Yes, we have PDF versions of our connection enquiry form and application form that you can download and print:
You can also call us on 13 74 66 (Mon to Fri, 7am - 5:30pm) to apply for connection.
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 will need to know the following:
- Your contact details
- Premises address details (including your lot and plan number, as on your council rates notice)
- 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?
How do I know whether I'm in an isolated community?
There are some parts of Queensland that are too remote to connect to the national electricity grid. These communities are powered by isolated power stations. You can get more information on our Isolated & remote power stations webpage.
The areas in our isolated communities are:
- Lockhart River
- Mornington Island
- Palm Island
- Thursday Island & surrounding islands
If you're unsure whether you live in an isolated community, please call us on 13 74 66 and we can help you.
What is a card operated meter and how do I use it?
Some customers living in remote communities in regional Queensland use power cards to add credit to their electricity meter. These are called card operated meters. The cards are reusable and can be topped up at local power card retailers. This means you don’t receive electricity bills.
More information on power cards and how to use card operated meters can be found on the Ergon Retail website.
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.
Basic connection services available in relation to moving your power supply are outlined in the table below.
|Basic Connection Service||Availability of Basic Connection Service|
|Load 7||Change from Single Phase to 2 Phase||This basic connection service is available where an available line (that is not supplied by a SWER line) is present to connect the additional phase for loads up to 80 amperes per phase.|
|Load 8||Change from Single Phase to 3 Phase||This basic connection service is available where an available line (that is not supplied by a SWER line) is present to connect the additional phases for loads up to 80 amperes per phase.|
|Load 9||Change from Single Phase to 3 Phase||This basic connection service is available where an available line (that is not supplied by a SWER line) is present to connect the additional phases for loads up to 80 amperes per phase.|
|Load 10||Change from 3 or 2 Phase to Single Phase||This basic connection service is available where an available line (that is not supplied by a SWER line) is present to connect up to 80 amperes per phase.|
|Load 11||Change from 3 Phase to 2 Phase||This basic connection service is available where an available line (that is not supplied by a SWER line) is present to connect up to 80 amperes per phase.|
|Load 12||Relocation of connection point|
This basic connection service involves the relocation of the connection point where:
|Load 13||Upgrading of legacy service lines|
This basic connection service is available where:
More detailed information about basic connection services is explained in our schedules to our model standing offers (refer to Connection offers below). If you are seeking something different to what is outlined in this table, your request may be considered a negotiated connection service.
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 will 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 for the connection change
- The maximum connection capacity exceeds 80 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 fees and charges.
Standard connection services
Although the energy laws provide for standard connection services, we don’t have any standard connection services at present.
More information about connection offers
We will 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 the Model Standing Offer for Metered Load (PDF 503.4 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 will 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 will 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 connection contract will be on the terms of your accepted connection offer. Its called a connection establishment contract.
For basic connection services, these terms are listed in the schedule to our Model Standing Offer for Metered Load (PDF 503.4 kb).
We will make a basic connection offer where:
- Supply is available (that is, there is a line available at the required voltage with sufficient capacity for the proposed connection)
- There is minimal or no augmentation required (apart from establishing a service line, that is, anything greater than establishing a service line will have to be negotiated)
- The maximum connection capacity is 80 amperes per phase.
More information about ongoing supply connection contracts
Once you have 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 will be on the terms of the relevant contract below (depending upon whether you have a card-operated meter or not):
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 up to 20m inside your premises, whilst a standard underground service line may extend up to 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.
A capital contribution for other network changes may also apply if the new connection or connection alteration exceeds the network change charge threshold, currently set at:
- 10 kVA on SWER lines
- A maximum capacity of 80 amperes on 3 phase low voltage supply on our main grid (non-SWER lines).
In these circumstances, any capital contributions will be calculated using the formula set out in section 4.3.3 in our Connection Policy (PDF 680.0 kb).
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?
What are Ergon Energy’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.
You might also like to read our Connections FAQs for more general information.
Building or renovating your home?
If you're building a new home it's the perfect time to ensure it's designed to save you money and energy. Energy efficient building designs may cost little or no more than standard designs, but will give you ongoing savings for years to come.
It’s also just as important to make sure you connect to the most appropriate electricity tariffs. Check out Smarter energy choices (PDF 27.6 kb)for your new home for advice on choosing appliances and tariffs and our booklet The energy sense home (PDF 4.9 mb) for lots of information on simple choices to help you make your new home the best it can be.