Customer Self Service
You can submit network connection applications, claims and enquiries via Customer Self Service 24 hours a day, 7 days a week.
All types of connections can be selected, from a standard electricity connection for your premises, to connection of a pump or an un-metered device, and even a solar PV system (micro embedded generating unit).
Claims for loss or damage
As a general guide we're unable to pay compensation for any loss or damage caused by events outside our control. However, we recognise our responsibilities and will consider compensation for acts or omissions where we're obliged to do so.
Claims for Electrical Contractor fees
We'll pay reasonable charges for work done by a licensed electrical contractor if there's been:
- Loss of supply to your hot water system caused by a fault with our equipment (bridging relay) that supplies power to the hot water system. You need to let us know as soon as possible about the fault and get a service order number.
- Loss of supply to your home caused by a fault in our electricity distribution network. You need to let us know as soon as possible about the fault and get a fault call number.
We can reimburse for work that directly relates to an Ergon Energy fault. Reasonable charges include a standard call out fee and, where applicable, standard hourly rates for work completed.
What are the features and benefits?
Our Customer Self Service Portal is a quick and easy way to manage your connection applications and enquiries with some great features, including:
- Register once and your details will auto-fill each time you login
- Keep track of your connection applications and enquiries online
- Save your connection application and complete it later
- Receive notifications by email or SMS on the status of your application
- Accept a basic connection offer online, speeding up the process
- Submit a claim for loss or damage that directly relates to an Ergon Energy Fault
- Submit a claim for Electrical Contractor fees that you have paid that directly relate to an Ergon Energy Fault
- Submit a self meter read.
You can also quickly check the progress of your connection application in Track Service Orders.
First you'll need to register for a username and password to access Customer Self Service.Register to Customer Self Service
Login with your username and password, complete your profile, then submit your network connection application or enquiryLogin to Customer Self Service
We can help you use Customer Self Service in the following ways.
These User Guides are step-by-step instructions to help you register and complete your profile, and submit your network connection application or enquiry.
- Self Service - How to Register Guide (PDF 678.6 kb)
- Self Service - Connect Application Guide (PDF 2.1 mb)
- Self Service - Liability Claims Guide (PDF 914.6 kb)
Frequently Asked Questions
Our FAQs may help you with an enquiry about Customer Self Service.
Where can I go for more information on Customer Self Service?
Our user guides (above) are a step-by-step reference on how to use Customer Self Service. You can also call us on 13 74 66 (Mon to Fri, 7am - 5:30pm) and select the option for general enquiries.
I can’t validate my registration details in the email I received, what do I do?
The validation email we sent you is only current for 24 hours. If more time has passed, you'll need to re-register and look out for the email in your inbox to validate your registration. Please take care when entering your email address as you won’t receive the validation email if the address is entered incorrectly.
Can I copy a Connect Application?
Yes, you can copy a previously submitted Connect Application in the portal. Further information on how can be found in the Connect Application User Guide (PDF 2.3 mb).
What address details are required?
As much information that can be provided including a Lot, Plan (including RP or SP), street number, street name, suburb and if available pole/pillar number. This will assist in fast tracking your Connect Application.
What is the NMI?
NMI stands for National Metering Identifier. It is a unique 10 or 11 digit number used to identify every electricity network connection point in Australia. Every connection to the national electricity network is given its own NMI.
Where do I find my NMI?
You can find your NMI on your electricity bill. If you don’t have an electricity bill handy, you can search for the applicable address in Customer Self Service to identify the NMI. If a new NMI is required, you can enter the address manually, ensuring you include as much information as possible.
Prefer to talk to someone on the phone? Call us on 13 74 66 (Mon to Fri, 7am - 5:30pm) and select the option for general enquiries.