Customer connection guarantee: What it means for you

Helping Queenslanders connect sooner

Queensland is growing quickly, with more new homes, businesses and developments needing electricity connections. At the same time, more customers are adding solar, batteries, and electric vehicles which can make connections more complex.

We’re working to make it quicker and easier for customers to get connected to electricity; whether that’s a new home, a growing business, or a new housing development.

Our overall connection performance remains strong. Our new Customer Connection Guarantee sets clear measures so we can report progress transparently and keep improving the parts of the process that matter most to customers.

The Customer Connection Guarantee is a key deliverable under the Queensland Government’s Energy Roadmap 2025 and sets clear measures (KPIs) that help us stay focused on:

• delivering connections on time, and
• improving the steps that can cause delays, like the time it takes to provide a connection offer for more complex jobs.

Our Customer Connection Guarantee highlights the importance of delivering reliable, affordable, and sustainable energy for Queenslanders.

Our 2026/27 Customer Connection Guarantee KPIs

For 2026/27, we’re using a simple “scorecard” of measures so customers and industry can see how we are tracking:

• Supply available connections (simple connections). We aim to complete straightforward connections within 5 business days when paperwork is complete and no network upgrade is needed. Our target is 95% on time.
• Subdivisions and developer works (end to end). We track the full time from a compliant application to when power is available for subdivision and developer works, with a target of 90% delivered on time.
• Negotiated connections (end to end). For larger or more complex connections that may need detailed design or network upgrades, we track delivery against agreed timeframes, with a target of 90% delivered on time.
• Subdivision timeframe improvement. We will maintain the improved subdivision timeframes introduced from 1 July 2025 (around a 40% improvement).
• Data quality and “stop the clock” assurance. Where delays are outside our reasonable control, the clock may be paused and this is checked through assurance. Target: 100% compliance.
• Transparency and external reporting. We will publish results, volumes and trends through annual public reporting.

We monitor the connection process from start to finish

We track performance across every major milestone in the connection journey to better understand where delays can occur and where improvements are needed. By monitoring each stage of the process, we can identify pressure points, target improvement opportunities and work with customers, developers and industry to continuously improve connection outcomes and reduce timeframes wherever possible.

Being transparent about delays we can’t control

Some delays are outside our reasonable control, for example:

• a customer changes the scope or timing,
• a third-party approval is required,
• the connection is non-standard or unusually complex,
• or severe weather or emergency response events impact delivery.

To keep reporting fair and transparent, the KPI framework includes “stop the clock” tracking for these kinds of events, along with checks to ensure it’s applied appropriately.

How we’ll report progress

We will report results in a clear scorecard format, using consistent definitions and auditable data. We will also publish annual reporting on results, volumes and trends, including summaries of “stop the clock” events.

Our KPI Scorecard

We will update our KPI Scorecard with our 2026/27 results post 30 June 2027.