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Portal help

Welcome to our help page for the Electrical Partners Portal. Read the handy user guides, watch the overview video or check out the FAQs.

Training materials

Read our user guides to help you get the most out of the portal.

Overview video

The overview video provides a quick look at the features and benefits of our Electrical Partners Portal.

Transcript

Welcome to an overview of the Ergon Energy Electrical Partners Portal.

As a registered user of the portal, sign in with your username and password.

The first thing you’re going to notice is the new homepage – that shows important Alert Messages, and a summary of your Form A and Connect work requests – so you can track and find everything you need faster.

You can lodge a new Form A, search for an existing one, view saved and incomplete Form Bs.

You can also lodge a new CONNECT form, search for an existing one and complete a detailed enquiry.

In the My Profile view, you can update your registration details and change your password.

If you have a CEC Accreditation, you can add your CEC number.

You can manage your default Form A notifications by updating the email address, phone numbers to receive the SMS and when you want to receive a notification on a status changes. 

When submitting a Form A you can search for a Premise by entering a NMI, Meter Number, Address or Lot and Plan.

When searching an Address, enter the name and select the street and suburb from the drop down list.

Then click on the search address button, a new screen shows the NMI and detailed address information. Click on the correct address to select and add it to the form.

The form is updated with the NMI, address and meter details.

When completing a Form A you can override your default My Profile notification settings for the Form A you are submitting.

Click on Yes, and you can update the email address, mobile number and add or remove when you are notified of a status change.

To add an attachment to a Form A, you’ll need to save the form first.  Once the form has been saved the Add Attachments button displays. 

Click on the Add Attachments and select the file you want to attach. The file will be virus scan before being added.

When you have submitted a Form A, the confirmation screen will display the Form A reference number.

You can then start a new Form A, copy or print the submitted Form A or return to the home screen.

You can view your saved Form As from the home page by clicking on the number next to the saved status.

All Form As with a Saved status are displayed. You can view, edit, copy or print the selected saved form.

You can perform an advanced search using Form A search. You can search on a reference number, NMI, status and more.

View the Form A you want to print or copy and review the form details. At the bottom of the form you can select to print or copy the form.

When you click on print a printer friendly Form A is displayed.

If your Form A requires a CONNECT contract you can check in there is an existing CONNECT.

If there is an Accepted CONNECT contract you can select it, if not you will need to create a new CONNECT.

When creating a new CONNECT you’ll need to select the service type by answering a few questions.

To add and inverter to your CONNECT, simply type the name of the manufacturer, product name or model number and select the inverter from the drop down list.

Click the Add Inverter button to add it to the CONNECT. You can update the Quantity once it has been added.

We’ve included links to the Electrical Safety Office and Clean Energy Councils websites. And links to our FAQs, tips and tricks, training materials and how to contact us.

To sign out of the portal, click on Sign out located in the top right of the black bar.

Webinar video

For a more detailed understanding, watch the recorded video of the Electrical Partners Portal Webinar.

Transcript

Good morning everyone. Thank you for joining us today for this webinar to find out more about Ergon Energy’s new Electrical Partner Portal.

This is our last of three webinars and we have one more forum in June.

We very much appreciate you making the time to join us. My name is Julie Heath; and I’ll be facilitating today’s webinar.

I am joined today by Nikita Ritchie and Diana Stevens, who have both been instrumental in driving the improvements to our processes for you.

You’ll hear from Niki and Di shortly. Before we get started though, I’d like to go through a few instructions to ensure this webinar progresses smoothly.

When you joined the webinar session, a Control Panel will have appeared on the right side of your screen. You can use your Control Panel to manage your session.

If your Control Panel is blocking your view of the presentation, you can use the small orange red arrow to minimise it and that arrow is on the top left hand side of the control panel. You then just need to re-click the arrow to make it re-appear if you want to use it.

From the Control Panel, you can control how you listen to this webinar. If you are having issues with your audio, you can dial in via telephone at any time by selecting the telephone option and calling the number provided in the Audio section of the control panel.

Or if your situation is reversed, you can use your computer speakers or a headphone.

We have also activated our webcam functionality, so you should be able to see me at the moment and also our speakers Niki and Diana.

For this webinar, your participant microphones have been muted, meaning nobody else can hear you.

You can still ask questions of us, though, during the presentations by typing them into the Questions Pane at the bottom of your Control Panel. We can then use the time set aside at the end of the presentation as dedicated question time and answer your questions.

If we are unable to answer your question or if you have additional questions after the session, you can send these through to us. We will pass on the email to send these to at the end of the session.

During the session, we plan to ask you to complete a couple of quick questions also. These are polls and they are just to let us know where we need to focus the conversation and help us gauge your perceptions.

I’d also like to let you know we will be recording today’s session so that it is accessible to anybody who has been unable to participate.

That will be made available online after this webinar.

So today's session will go for approximately one hour.

We've allowed 40 minutes for the formal presentation and about 15 to 20 minutes for questions.

In terms of the agenda, we will start with some housekeeping, which I'm covering now, a short poll and then Niki's presentation.

She'll hand over to Diana for a Portal Overview and demonstration.

At the end, there will be another short poll or survey and plenty of time for questions.

Hopefully that covers off the key things that you need to know. To get us started, before I hand over to Nikita, we'd like to get an idea of of how many of you are already using the portal.

So, could I please ask you to take a moment to respond to the poll on your screen? The five options are: No exposure until today; Looked briefly at it but have not used it; Have registered but not put a Form A through it; Have used it but still working things out, or lastly; Have used it with ease.

So we'll just have that open for a few seconds…and I can see that you are voting, thank you. Ok, looks like around 35% or around about a third of you have had no exposure until today, 15% have looked briefly at it, 5% have registered but not put a Form A through, and about 35% have used it but still working things out, and very happy to see that 10% of you have used it with ease, so thank you for that.

We’ll keep these things in mind as we progress through the webinar.

So, I would now like to introduce you to Nikita Ritchie from Ergon Energy’s Customer Connection Group to give us the first part of the presentation, thanks Niki.

Thank you Julie. So, first up today, we want to provide a little bit of background as to why Ergon Energy has made changes to systems in the last few months.

The main reason for change is due to our participation in a fully contestable retail environment via the National Electricity Market.

So, the National Electricity Market operates on an interconnected electrical grid that stretches across five Australian states. The grid is one of the largest alternating current systems in the world and extends approximately 5000 kilometers from the North of Queensland to the South of Tasmania, as well as West to Adelaide.

So the NEM which is the short version of the National Electricity Market, is essentially a wholesale market where generators sell electricity, retailers buy it to on-sell to consumers and distributors deliver the electricity to homes and businesses.

In order for us to participate in the market,we have separated Ergon Network and Ergon Retail. That means that Network and Retail

now operate at arms-length and they transact with each other through market systems used by other retailers and network service providers who also participate in the market.

We have also published all of our NMIs to the market in order to make them visible to other retailers. So we don’t expect that there will be an overnight migration of customers to other retailers, however it does mean we are compliant with the market rules according to a fully contestable retail environment.

The Electrical Partners Portal is the gateway to new NMIs being created to exist within the market, or changes to electrical installations associated with existing NMIs.

So the next slide, if we could please? So, this slide, it shows the lifecycle of a new connection at Ergon Energy since the introduction of the new Portal. You will notice that it is a little bit different from the way we used to work.

So, we wanted to acknowledge at this point that we have communicated changes previously through our RECESS events last year, and more recently in RELAY newsletter, however we realise that not all Electrical Contractors read RELAY and so this is another reason why we have organised these forums.

So, to give some further context the Government introduced a requirement to complete a connect contract on the 1st of July last year as a part of the National Electricity Customer Framework which we know as NECF. So some of you in the room may do some work in the Energex area, so you might have been completing connect agreements for the last year or so.

However the communications from Ergon with regards to these connect agreements has been a little bit light and some of you might only have heard about them on the 14th of March of this year. So we wanted to apologise for that and we have taken your feedback on board and are working hard to quickly resolve any issues we might have caused by that.

So, the new connection lifecycle. One of the biggest changes to this process is that establishing a new connection no longer starts with creating an account. So, you will recall previously, customers were able to phone Ergon to set up a NMI and account over the phone and then you could submit your Form A. This is no longer possible.

Instead, the first step in the process is the completion of a connect agreement. We’d really encourage you, once you have registered for the portal, to complete the connect agreements on behalf of your customers.

Once the connect agreeement's been submitted, we confirm if supply is available from the existing Ergon network and we validate that that you, as a contractor, or the customer has also agreed to the relevant connection offer.

The next step is then the creation of a NMI via the market systems. Once the NMI is created and the premises is ready to be connected to the Network, as in you've done the work required on your side, you can submit your Form A in the portal and link it to the associated connect agreement.

Di is going to show you how to do that later.

After the connect agreement and Form A are linked, the designated Retailer will receive an automated notification advising that a Form A has been received. Because we are now operating in a fully contestable retail environment it is very important that the Retailer is nominated on the Form A as it is the way we identify which Retailer to contact. Ergon Energy currently has 22 different Retailers that we partner with.

Once the Retailer gets the notification they will make an outbound call to the customer.

During this call the Retailer will discuss the details of the required work at the premise, they will create an account and discuss any upfront metering charges with the customer.

The customer is required to accept the upfront metering charges and created an account, the Retailer will notify Ergon Network. We will then dispatch the job to a field crew who will connect the customers premise to our network.

After Ergon Network completes the job they will send a notification to the Retailer who will liaise with the customer regarding the connection.

The process for Additions and Alterations is very similar to the above, except that a NMI does not need to be created. It is also important for you to know that it will still be the retailer that talks to the customer about any other fees associated with the connection alteration, as well as any metering costs.

So, next slide please. This slide is just a breakdown of the process on the previous one but it just puts it into areas of responsibility - what you do as a contractor, what we do as Ergon Network and what the retailer does.

So, it’s out of order – but it’s done that way to split the tasks for the different people that play a part in the process. So, your part as the electrical contractor is to firstly submit the connect agreement and then submit the Form A.

Our part as Ergon network is to facilitate the creation of the NMI and then we dispatch our field crews out to complete the job.

The retailer’s part is to receive the Form A and then contact the customer to talk about the charges and then once the work has been

completed they contact that customer again and let them know that it’s been completed and for any other ongoing communication.

Again, the work is done this way because we have separated Ergon Network from Ergon Retail.

So, the competition rules now say that we need to treat Ergon Retailer as any we would any other retailer.

Ok, next slide please.

So summarise…What has stayed the same? Ergon network – we continue to perform work at your request and connect new customers to the network as well as perform alterations on existing connections. We also continue to construct new network and perform maintenance on it.

So, what’s changed – mostly the triggers for the work to commence.

We now need three things prior to commencing the connection or alteration and they are a Connect Application submitted by you or a Customer, we need a Form A  and then we need a Service Order from the Retailer. So you or your customers can call our Network Customer Service Centre on 13 74 66 to begin the connect application process or alternatively you can do it online via the portal.

So again, we encourage you as contractors to complete connect applications on behalf of your customers.

One of the reasons for this is that historically, customers have struggled completing applications due to the technical information required on them.

So, as you will see in the portal demonstration coming up, part of the application requires information on the existing Ergon network in the customers’ street as well as obviously their anticipated maximum demand in Amps per phase.

So, another thing it’s important to note is that there are different types of Connect Applications based on what augmentation to Ergon’s network is required to accommodate the request. So, an example of that is when it is classed as a Basic Connection, that means you can accept the connection offer on behalf of the customer when you use the Portal.

That’s a great benefit to you as it speeds up the process. If it’s a negotiated connection you won’t be able to do that in the portal and that is something that will be communicated to the customer and yourself and we will facilitate that in a different way.

The benefits of the Electrical partners portal – we just wanted to touch on a couple of these – we had a pilot group of users that we asked to start using the portal very early on when it was first launched and these are some of the benefits they have provided to us in terms of feedback - The first is, you only need to register for it once and every time you log in your details are then auto-filled obviously, you can submit Form As and make Connect Applications on behalf of the customer which is a great feature.

The status of all of the work that you have requested is available when you log in on your home page. The SMS and Email notifications sent to you

as the different changes to statuses occur If you set up as a Group Manager you can have all your contractors assigned to your group along with any admin assistants so that you are all grouped together within the portal.

And the final one was that they were pleased that it was available after hours, obviously we know that a lot of you are out doing your work in the daytime hours and a lot of your paperwork has to be completed at night time so the portal is helpful to help you achieve that.

So, that’s it from me, and will now hand over to Di and she will give you a demonstration for you all.

OK thank you Niki. At this stage, we haven’t received any questions that have not already been answered. So, we’ll continue with the presentation and use the extra time to address more questions at the end.

I would now like to introduce you to Diana Stevens. Diana has been instrumental in bringing the Portal to life, she’s going to give you a demonstration of how it works.

Over to you Diana, thank you. Thanks Julie, thanks Niki. Hi everyone and welcome again.

I'm Diana Stevens and I work for Ergon in the Mackay office and  I’ve been working on the Portal Project for the last 18 months. In addition to the changes mentioned by Niki with regards to the National Electricity Market, we have now implemented our Electrical Partners Portal which means the way you enter your Form As will now change.

You may recall that at the previous RECESS Forums over the last year the Portal was mentioned …well it’s finally arrived. In addition to our pilot program we’ve been running, we now have approximately 700 electrical contractors which includes solar installers and builders that have now registered on to the new portal and are successfully submitting their connects and Form As.

At this stage, we don’t have a definitive date that the existing Portal will be decommissioned. However once this advice has been given it will be communicated out to you so you’ll have a bit of notice. However it’s probably a good thing to familiarise yourselves with the current portal so you have that backup facility there.

However while using the old system may alleviate some of your frustrations, it will actually slow down the process of getting your work through because unfortunately it needs to be re-keyed into our new portal for the work to progress through our current systems.

OK, so…if you skip to the next slide I can show you how to locate the portal on our website. Down the bottom is our Network tab, which you click on and then it takes you through to this page, and down the bottom where the red arrow is you can indicating where you can select logon to the Electrical Partners Portal. And you can save that in your favourites if that’s easier as well.

So once you click on there, it takes you through to our registration page, and this can be quite simple however we have had a few technical issues which we are still trying to sort out at this stage.

It’s just a matter of clicking on the register now you’ll be given a code that appears like it is there in the black and white enter that code in and then just hit the submit button.

Ok once you have hit submit, on the next slide it takes you to our registration in the portal. So here’s where you just type in your details, first name, surname, you can create your own username, you can check the availability box there to make sure that it is unique, you select your password and then enter your email address and your mobile number.

I’d just like to re-iterate in this instance you’ve only got one chance to get your email address correct so it’s really important that you just double check that you haven’t done a typo or anything because if you do enter that incorrectly you won’t receive the activation email which actually confirms your registration.

So in the event that you haven’t received that email within five to ten minutes, you may have done something wrong.

It could possibly be in your Spam folder or your Junk email so obviously check those first.

Failing that, you can either call us 13 74 66 or actually try registering again.

Just one thing to be aware of too, with those activation emails.

The link in the email is only valid for 24 hours. So be mindful of that and if you can confirm that registration within that 24 hour period that’s great.

Once you click on the link it takes you to the slide that is up there now.

And you can just go in there and pop in your user name and password and hit the sign in button and you should be good to go.

Ok, so once you’ve signed in it takes you to a subscription page which is on the next slide so can we have that please –

Here’s where you get to choose what type of group that you’d like to be in, whether you are electrical contractor, solar installer or other partner.

As Niki said earlier, admin can also log into the portal as well.

So it’s just a matter of selecting the relevant option, entering in your Electrical Contractor Licence and hitting the check box.

If you are the first person to be entering as that group, you will be designated as the Group Manager and you will have access to be able to see all the connects and Form As that have been submitted by other members that choose to join that Group.

You will have the ability to approve or decline them or remove them as necessary. So this is the message that you will receive once you have submitted it. You will get a notification saying that you have been allocated the group manager and you will also get an email confirming that as well.

As Group Manager you will be able to see everything that has been entered however the members will only be able to view the Form A’s and connects that they have submitted.

There is also the ability to join other groups. his slide shows where you navigate to your my profile page and it is just a matter of going down and clicking on subscribe to another group and selecting the type of group you’d like to be associated with.  In this case, solar installer, enter in the CEC Accreditation number, hit check, and you are good to go.

Now, for Admin staff who would like to also submit on your behalf, the next slide shows here where you can register them as "Other Electrical Partner".

They would still have to go through their own registration process, create their own user name and password.

However when they get to this page, they just select “Other Electrical Partner” and they select – to join a group and they would enter the reference number that has already been provided to the group manager.

And then it’s just a matter of putting that in, and hitting next, and they are good to go. And, obviously, there is more information about the registration and group set up on our website. It has really comprehensive user guides there.

So we actually have a short video we’d like to play which is a summary overview of the portal. Again, this is on our website, it’s bit of a quick guide if you haven’t had a chance to read our User Guides. Ok, thanks Julie.

Excuse me, Diana – just before we go on there, we’ve just had a question as to whether a builder can log on to the portal?

Can you just confirm that please? Yes, most definitely. Sorry, I didn’t reference that in these notes yes, builders have the same ability to do that – to set up their own group in this area. For a builder to do that, you are going we need to set up a general group, which is something we do internally, so if you’d like to send through your details to our networkenquiries@ergon.com.au or alternatively call us on 13 74 66 we just need to know your business name, email address, and a contact and I’ll actually create that group for you on your behalf and you’ll receive an authorisation code via an automated email and you just go and do your registration as usual.

If you’d like further information, please please send through to that email address.

Great, thanks Diana. Charmaine, I hope that answers your question there.

And now the video, thank you Sara.

Welcome to an overview of the Ergon Energy Electrical Partners Portal.

As a registered user of the portal, sign in with your username and password.

The first thing you’re going to notice is the new homepage – that shows important Alert Messages, and a summary of your Form A and Connect work requests – so you can track and find everything you need faster.

You can lodge a new Form A, search for an existing one, view saved and incomplete Form Bs.

You can also lodge a new CONNECT form, search for an existing one and complete a detailed enquiry. In the My Profile view, you can update your registration details and change your password.

If you have a CEC Accreditation, you can add your CEC number. You can manage your default Form A notifications by updating the email address, phone numbers to receive the SMS and when you want to receive a notification on status changes.

When submitting a Form A you can search for a Premise by entering a NMI, Meter Number, Address or Lot and Plan.

When searching an Address, enter the name and select the street and suburb from the drop down list. Then click on the search address button, a new screen shows the NMI and detailed address information. Click on the correct address to select and add it to the form.

The form is updated with the NMI, address and meter details. When completing a Form A you can override your default My Profile notification settings for the Form A you are submitting.

Click on Yes, and you can update the email address, mobile number and add or remove when you are notified of a status change.

To add an attachment to a Form A, you’ll need to save the form first. Once the form has been saved the Add Attachments button displays.

Click on the Add Attachments and select the file you want to attach. The file will be virus scanned before being added.

When you have submitted a Form A, the confirmation screen will display the Form A reference number.

You can then start a new Form A, copy or print the submitted Form A or return to the home screen. You can view your saved Form As from the home page by clicking on the number next to the saved status.

All Form As with a Saved status are displayed. You can view, edit, copy or print the selected saved form. You can perform an advanced search using Form A search. You can search on a reference number, NMI, status and more.

View the Form A you want to print or copy and review the form details. At the bottom of the form you can select to print or copy the form.

When you click on print a printer friendly Form A is displayed.

If your Form A requires a CONNECT contract you can check if there is an existing CONNECT.

If there is an Accepted CONNECT contract you can select it, if not you will need to create a new CONNECT.

When creating a new CONNECT you’ll need to select the service type by answering a few questions.

To add and inverter to your CONNECT, simply type the name of the manufacturer, product name or model number and select the inverter from the drop down list.

Click the Add Inverter button to add it to the CONNECT. You can update the Quantity once it has been added.

We’ve included links to the Electrical Safety Office and Clean Energy Councils websites.

And links to our FAQs, tips and tricks, training materials and how to contact us.

To sign out of the portal, click on Sign out located in the top right of the black bar.

Thanks for that Sara. We’ll just get that next slide up. I hope that was helpful and I can see that a few of you may have already applied to be registered and hopefully by the end of today session we may have a few more registered.

I just wanted to go through a couple of things that may help you to progress the Connect.

What we have found is that applications that we are receiving currently online don’t have sufficient address information which is slowing the process down.

So if you could be mindful of entering accurate information regarding address details particularly with Lot and Plan details and also to be aware to put in the RP or SP prefix in front of the Plan number because if that isn’t entered, the validate address button won’t work correctly.

In this instance, you can see that we’ve put a Lot and Plan number in there and once the validate address button is ticked it validates it and has populated the address in that screen on the right.

Now, don’t be alarmed if it doesn’t validate, you will still be able to submit it. What that means though, is that our system hasn’t actually been able to validate it against our databases and we just have to manually review it within our queues.

We’ve tried to develop a few smarts within the portal, so on this slide…

We have Basic Connects or Negotiated Connects. So if it’s a Basic Connect where its deemed that adjacent homes are connected, supply is available in the area, load is less than 80 amps and single phase.

Generally, these should be evaluated as Basic Expedited – if you tick Expedited of course.

So, that will flow through pretty quickly, so be mindful of when these questions appear on the portal that you do answer them – appropriately of course because that will hold up the process if they aren’t answered.

Also please ensure that the load and phase information is entered as well.

If you haven’t entered something correctly or in full on the connect, there are Mandatory fields which if left blank will result in an error message. So you will get a few little red error messages pop up.

Again, nothing to be alarmed about, simply a matter of going back in and filling in the fields where there is a little red indicator and submitting your connect We have had a few issues with system and connect applications feedback to date has been around the registration process, links not working in the password reset emails.

It’s very important that when you do receive that confirmation of your registration email that you do actually click on that confirmation link before you even try to log in with your user name and password.

Because that then throws the system into a bit of a spin so if you try to then reset your password without activating that registration, it won’t know what is going on with it unfortunately. So it’s very important to activate that link in your initial email And again with Connect Applications, feedback we have received so far is around delays and that none exist in the system, and that is because a lot of the Form As are still being received the old way, through the old portal.

We still need to have that connect in place, before we can submit the form A and link it and then it can go on its way.

And again with delays, that has been with the address validation as well, so you need to try and enter as much information as you can on that connect as possible I know that we do have some fields which are character limited and that can be a bit of an issue but we are trying to work on that as well.

We do have a few numbers where you can go to get help. The 1800 number is our Contractor Hotline which you would all be aware of for technical enquiries, Form A queries and power supply. Any enquiries with regard to the portal, you can call through on our 13 74 66 number and hopefully we will be able to sort out any issues with regard to password and log ins.

Ok, I’ll just hand back over to Julie now, thank you very much.

Thank you Diana, just before you go, Diana, I’ve seen it come through from a couple of you that you didn’t have the visual after the video finished – can you see the slides now? Could you just let me know in the questions panel.

Ok – so you can see the slides again now, thank you that’s good.

So we have had a few questions come in. So Diana and Nicki – Ian’s question is: Is the contractor now being burdened with the task of carrying out the duties normally expected of Ergon staff? So if you could maybe explain the new processes and the reason for them perhaps?

So if you are referring to submitting the connect application on behalf of the customer, currently the customer does submit the application online which we now have to enter into the portal manually, so we do recommend that to speed up your job you can submit the application on behalf of the customer because in most instances you are going to know a lot of those questions better than they will.

However if this is going to be an issue, we are having a customer portal which will come online in the next few weeks so they will have the ability to log on and do it by the portal but unfortunately they don’t have that ability at the moment. So, probably for the time being, it would be appreciated if you could possibly assist them by submitting the Connect on their behalf.

Ok, thank you there is a question here, two questions actually from Sam. The first question is, I have been told that you don’t need a NMI just the connect number to do the Form A – can you confirm that please?

That is correct – depending on what type of work you are having done. If it’s for an existing connection – you can enter your form A with a NMI however if you don’t have that NMI you can search for that using the address in the portal and it will provide you with the NMI.

In the instance of a new connect, the connect is what triggers the NMI create process. So, you would submit your connect and it goes through its evaluation process as applicable, then goes off and gets it’s NMI created and then the NMI is actually stored in the back of the portal so when you are ready to submit your form A you can search for the address and that NMI will be there ready for you to link to it.

So, thanks Diana, just to confirm that there are some types of connects that you do need a NMI for and some that you don’t and that information is on our website as to which ones.

Yes, that’s correct.

Thanks and another question from Sam - I would like to know how to do final balance of load on the portal Diana – or Niki –

Niki – sorry I don’t know the answer to that one – we can take that one away if that’s alright.

Sure – Sam – would you like to send us an email to the standard one – networkenquiries@ergon.com.au so we can get back to you on that one please and we will have that – Sara’s got it displayed on the screen now, thank you.

That’s all lower case, all one word, network enquiries with an e and one word, at ergon dot com dot au.

We now have a question from Susan.

How often do you update the cadastre in your database?

Sorry I don’t know the answer to that one – we can take that one away to our Data team.

Would you like to send us an email as well and we will get back to you within the week, thank you.

Sorry everybody about the silence – just checking as I thought there was one more question here from Gil – hope I am pronouncing that right –

Good Morning, We appear to be having quite a long period between connection and creation of NMI’s. Is this an issue arising because of Ergon Retail, or is it the current workload? It's becoming quite frustrating for our customers waiting for connection.

Thank you Niki – sorry can you say that again – an announcement was made here.

The questions is, we appear to be having quite a long period between connection and the creation of NMIs, so I'm assuming that this is a long gap between lodging the Connect application and the NMI being created, so the question is, Is this an issue arising because of Ergon Retail or is it the current workload as it's becoming quite frustrating.

Niki – ok, so its not to do with Retail, it is partly due to our current workload and us getting used to the new system. As Di mentioned, we have had some difficulties with them, and the length of time between the connect and the NMI creation is an issue, especially when it is assessed as a Basic, which should go through quite quickly, and yes, we have had similar feedback that they are taking a long time.

It’s another thing that we are really working towards improving.

OK – thanks Niki – I’ve got another question here from Rowan -

Can you give an example of a Connect Agreement number, the format etc so that we know what they look like.

Diana – the connect agreement reference number – you may be referring to that Rowan?

The connect agreement reference numbers start with a CX (for connection) and then 16 which is the year that it has been submitted and then it is usually followed by the first three letters of the street address and then it is followed by a unique number identification.

The form A references begin with EWR for electrical work request. I hope that answered your question Rowan.

So because I experienced a bit of interference with that Diana, just confirming that the connect numbers begin with CX and the Form A numbers with EWR.

Correct.

I hope that answered your question, Rowan.

One more question here from Gill. Apologies if I misunderstood Nikki, but did she say negotiated contracts cannot be completed on the portal?

The connection applications are lodged on the portal, and that connection may turn out to be negotiated, so in terms of making the negotiated offer, that will happen outside of the portal space. However once that work has been completed to make supply available to the premises, that application will be sitting in the portal at the appropriate status so that the form a could be matched to it.

Thanks Niki – we have a question here from Rowan – it says: Where an existing connection is in place does that mean a Connection agreement is also in place?

For someone that is already connected to the network, there is an ongoing connection contract that’s assumed between Ergon and the customer, if it were established prior to when we had the NECF rules come into place so yes, without further clarification that would be the answer to that.

Ok, I’m just checking the questions now.

That seems to be all of the questions that we have at the moment. Does anyone have any other questions?

Alright, well, just before we wrap up today, I would like to ask another poll question, and the question is: Did you find the webinar information valuable?

The possible responses include: Yes, the information will help me use the portal; Yes, it was of some value but it is early days; No, I really think I need one on one support; No, I had difficulty with the webinar format. So we will just leave that open for a few more seconds, and thank you everybody for voting there in the control panel over on the right hand side.

So I can see that 80% of you have voted, with the results showing that 63% of you said that Yes, the information will help me use the portal, 31% thought it was of some value but it is early days, 6% of you said No, I really think I need one on one support and so if you do think you might need one on one support you can always call us on the 13 74 66 number or send us an email to networkenquiries@ergon.com.au

And you can also find more information on the ergon energy website at ergon.com.au/partnersportal.

So once again if you have any additional questions, please do not hesitate to send these through via emails to this email address on screen at the moment networkenquiries@ergon.com.au.

And I think that is it from us today.

So thank you very much for dialling in today everybody, we appreciate you giving up an hour of your day.

Thank you very much and enjoy the rest of your day.

Goodbye

Frequently asked questions

Our FAQs may help you with an enquiry on the portal.

Will I be required to register to use the new portal?

Yes, you will be required to register yourself in the new portal and will receive new login details. Check out the Register for the Portal webpage.

Can I use my current Form A online login details for the new portal?

This is a new system so you will need to start again and register for a new login and password for the new portal.

Can I edit a submitted Form A in the new portal?

No.  You can only edit ‘saved’ Form As, not ‘submitted’ Form As in the portal. If you need to edit or cancel a submitted Form A, please call the Contractors Hotline on 1800 237 466.

Do I still need to lodge my Form A in the old system?

No. Once you have registered, you only need to lodge your Form A in the new portal.

I have completed my Form A in the portal but it won’t submit without a Connect Application. What do I do?

You can just save your Form A for now. Before you can submit it, you will need to ensure a Connect Application and accepted offer is in place for the premises.  This can be created by you in the portal (see the Connect Application user guide above), or the customer can contact us on 13 74 66 to complete the application and accept our offer.  If it is a Solar Connection, you may need to contact us to determine if the customer has accepted the offer or you can follow up with the customer yourself.

Will I need to continue downloading hardcopy PDF Form As?

No. The new portal will automatically have the latest version of Form A.  You would only download a PDF form if you are using fax, email or post to lodge your Form A.

How will I lodge my claims in the future?

You will need to lodge your claims online through the portal.  You will be able to attach up to 20 invoices to one claim form.

How will I lodge my claim if I do not have access to the portal?

You will still be able to email your invoice for payment. See our Claims webpage.

As an Electrical Contractor, how do I ensure that I don’t get charged for something the customer should pay for?

Ensure that you tick the check box ‘the customer will be responsible for any related charges’ or ‘the applicant will be responsible for any related charges’ on your Connect Application.

For negotiated price work, what happens if the Customer and Electrical Contractor cannot agree on a price?

The work will be unable to be carried out without a Connect Application and accepted offer.  The Retailer will negotiate any upfront metering charges with the customer.

When would I raise a Detailed Enquiry form?

The detailed enquiry form is used as an alternate to calling Electrical Contractors Hotline.

Will a Form B continue to be left at the premises?

Yes.  You will be notified by email or SMS if you are registered in the portal for notifications. You can then login to the portal to see the Form B. Please refer to the “How to Register User Guide” to set-up SMS or email notifications.

Where can I go for more information on the portal?

Our website has lots of information available – check out our Registration webpage and watch the overview video (see above) to help get you started. Our user guides (see above) are a step-by-step reference on how to use the portal.

For detailed enquiries, how does the portal identify the individual contractor enquiry where multiple contractors (ABN holders) are subcontracted to carry out work for a main contractor?

When you login to submit a detailed enquiry, the portal will recognise and use your login details in the enquiry.

I can’t seem to validate my registration details in the email sent from the portal?

The validation email we sent you is only current for 24 hours. If more time has passed, you will need to re-register and look out for the email in your inbox to validate your registration.

If I am connecting up a set of units, can I complete only one Connect Application?

No, a Connect Application is required for every unit and each one will have its own NMI created.

Can I copy a Connect Application in the portal?

Unfortunately no. This functionality is not available.

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 if I don’t know the NMI for an existing premises?

You can search for the address in the Lookup table and select the NMI if relevant. Otherwise, you can enter the address manually, ensuring you include as much information as possible.

Why is my job delayed?

It could be for a number of reasons. Your connect application may require further evaluation or the information on the application may be incomplete. If it’s incomplete we’ll call you. It’s important to enter correct and complete information on your application so it progresses quickly. If your job is urgent, please give us a call on 13 74 66 to find out where it’s at.

Do all my jobs require a connect application?

Not all jobs require a connect application. You can find out which jobs need a connect application in the Which Form A Needs A Connect Agreement document on this help page.

What if I’m having login or registration issues?

Check out our user guides and demonstration video on this help page. If this doesn’t help please call us on 13 74 66.

What if I don’t receive my confirmation email during the registration process?

This email is essential for completing your registration process and is only valid for 24 hours. So if you don’t receive it, please try again or give us a call on 13 74 66.

What if I can’t log in with my user name and password?

Once you register, your activation email will arrive.  It contains a link that you must click on to activate your registration before you try to log in with your new user name and password. Please don’t attempt to reset your password until you have activated your registration.

Can I use the portal if I'm a builder or developer?

Yes. Simply call 13 74 66 and request a general group to be set up in the portal. Once the group has been created, you will receive an automated email containing your authorisation code.  It’s then just a matter of following the usual registration process. Once you have signed in, you can use your authorisation code to create your new group – even if it is just you in the group.

What does a group manager do?

When you create your group, you are allocated group manager status. You are then responsible for approving or declining any pending requests to join your group. A group code will be allocated to you as the group manager (eg ERG1124) and this code is required for others to join the group.

What are the benefits of being a group manager?

The group manager has the ability to view all the jobs submitted by all members of their group.  As well, all members of the group can be allocated group manager status if you would like them to see where all the jobs are in the process.

Can others join my group?

Yes. If you’d like others in your company or your admin staff to join, it’s simple. They will need to follow the usual registration and sign in process. At the subscription stage, they can request to join your group and you can simply approve their subscription.

How do I receive job notifications?

Check your notification settings on your MyProfile page and click on the ‘yes’ box to activate this feature.

Can I delete a saved Form A or connect application?

You can now delete a connect application and we are working on the ability to delete a Form A.

User Agreement

Read more about the Portal's terms of use.

Queries and feedback

Do you have a question or feedback on the portal? Call us on 13 74 66 (Mon to Fri, 7.00am-6.30pm) and select the option for general enquiries. Or you can email us at networkenquiries@ergon.com.au.

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