Ergon Energy’s 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 retailers.

Customer connection services

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

Customer connection contracts

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

  • Residential and business customers - on the Residential connections and Business connections webpages
  • Major customers - on the Major business connections webpage.  A major customer connection is defined as one that is for a Connection Asset Customer (CAC), Individually Calculated Customer (ICC) or an Embedded Generator (EG), as outlined in our AER Approved Pricing Proposal , typically:
    • a load that exceeds 1,500 kVA or 1.5 MVA or where power usage is typically above 4 GWh per annum at a single site
    • embedded generating units over 30 kVA (excluding micro embedded generating units).

New connections and connection alterations

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

A connection alteration is any alteration to an existing 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, such as Ergon Energy, 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 group is responsible (refer to Customer connections contracts above), please refer to the Major business connections webpage. This process will involve entering into a connection establishment 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 are 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 do not have a negotiated ongoing connection contract in place, then one of the following contracts will generally apply to you:

If you would 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 do not do this, we will provide connection services to you under the applicable contract set out above.