Connect your house, property or business to the electricity network for a reliable power supply. As part of this process, we need to confirm if power supply from our network is available to your premises. We’ll also need to establish a new connection contract with you.
Are you moving? If you're moving house where the power is already on, you just need to contact your electricity retailer.
Need a new account for a new build? If your power is connected and you just need a new electricity account, also contact your electricity retailer.
Here's how to get connected.
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 your proposed new connection and can also submit your connection application on your behalf.
Specific information is needed in your connection application. If you have any questions about this or need more information before applying, you can make an enquiry via Customer Self Service. We will respond within five business days.
2. Submit your connection application
To get power connected, 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.
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 get connected 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.
Do you live in a remote area? All new connection applications 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. Choose your electricity retailer
You will need to tell your electrical contractor who you choose as your electricity retailer. Your electrical contractor will complete a Form A to provide us with this and other information about your connection.
The Form A will also notify your electricity retailer of your new connection request. Your electricity retailer will then contact you to set up an account.
Your account needs to be set up and any upfront metering charges accepted before we can connect you. Once this is done, your electricity retailer will send us a service order requesting us to connect you. If you're in an isolated community, your electricity retailer will be Ergon Retail.
Your retailer will also send a service order to their chosen metering provider to arrange installation of your new meter. For more information on meters please speak with your retailer or visit our Power of Choice webpage.
5. We connect you
Your electricity retailer will advise you when we’ll visit your premises to connect your power supply. 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 Connect to the network checklist (PDF 385.9 kb).
How long will it take?
For your new 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 new connection
To get you connected, we need a service order from your electricity retailer and a Form A from your electrical contractor. We’ll then complete your connection within the below timeframes (unless we have to change our network to connect you).
A metering provider will also need to visit your premises to install your electricity meter. Your electricity retailer will advise the timeframe for your connection, including installation of your meter.
|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 connect you.
For all new connections, we need to establish a service line to connect your premises to our network. In most circumstances, there is no cost charged to you to establish a service line at a new premises.
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 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 will be fees to install 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 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?
Your electrical contractor can help provide the technical information.
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.
- 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.
A basic connection service will generally apply to the following connections:
- Connection of residential and small business premises where:
- network supply is available, i.e. there is a line available, at the required voltage and with sufficient capacity for the proposed connection; and
- there is minimal or no network augmentation required (other than network extension beyond the standard service line).
These are the basic connection services we offer for new connections
Urban single residential premises or small commercial property
Less than or equal to 100 amps per phase & there is an available line that is not supplied by a SWER line
Rural single residential premises or small commercial property
Less than or equal to 80 amps per phase (or less than or equal to 10 kVA (approx. 40 amps) on SWER lines) & there is an available line
Urban temporary supply
Less than or equal to 100 amps per phase and there is an available line that is not supplied by a SWER line
Rural temporary supply
Less than or equal to 80 amps per phase (or less than or equal to 10 kVA (approx. 40 amps) on SWER lines) & there is an available line
More detailed information about basic connection services is explained in our schedules to our Model Standing Offer for Metered Load (PDF 503.4 kb). Relevant definitions are included in our model standing offer.
We don't provide basic connection services for any street light or public lighting connections. For these, please refer to the negotiated connection process.
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 to connect you
- 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 services charges.
Standard connection services
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 schedule to our 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 new 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:
- Power supply is available (that is, there is a line available at the required voltage with sufficient capacity for your new connection)
- There is little or no work required on our network to connect you (apart from establishing a service line. 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?
Read about the energy laws that outline your rights and obligations, how to make a complaint, the dispute resolution procedures and the Queensland Energy Ombudsman on our Customer's rights and obligations webpage.
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 a new 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.