Energex Customer Charter. For residential and small business customers

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1 Energex Customer Charter For residential and small business customers

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3 Contents 1. The Energex Customer Charter 1 Energex is your electricity distributor 1 Where is the Energex network? 1 Access to information 1 2. About your electricity supply 2 The services and support that we provide 2 Reliability of supply 2 Planned interruptions 3 Quality of supply 4 Connection of supply 4 Reconnection of your premises 5 Disconnection of supply 5 3. About your property 6 Access to your premises 6 Your electricity meter 6 Trees and vegetation on your property 7 Private powerlines and power poles on your property 7 4. What you can expect from Energex 8 Appointments 8 Hot water problems 8 Privacy of information 8 Access to information 9 Queries or complaints 9 Guaranteed Service Level (GSL) payments 9 5. Electrical safety 10 Safety switches 10 Insist on a Certificate of Electrical Safety 10 Stay clear of powerlines, substations and apparatus General information 11 Solar photovoltaic (PV) obligations 11 What to do if you lose supply 11 Keeping Energex and your retailer informed of changes 11 Our contractors 11 Illegal use and interference 11 Obligations if you are not an owner How to contact us 12 What is this Customer Charter? We have developed this Customer Charter to explain what we do for you, your entitlements and the obligations that we have to each other. It is an outline of many of the terms and conditions contained in the Deemed Standard Connection Contract, which is the legally binding agreement between us under the Queensland Electricity Act. This charter applies to you if you draw your electricity supply directly from the Energex network. Copies of this Charter Further copies of this charter, and the associated information brochures, are available from the Energex website (energex.com.au) or by calling us on We make this charter available to our customers on request free of charge, however, there is a small charge for additional copies provided within a twelve month period. More information regarding energy competition and energy retailers is available on the Australian Energy Regulator website aer.gov.au. 4

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5 The Energex Customer Charter This Customer Charter outlines Energex s relationship with you. It summarises the rights and obligations associated with the provision of Customer Connection Services what Energex, as the electricity distributor, will do for you and and how you can assist us. Energex is your electricity distributor Energex is your electricity distributor in South East Queensland. We manage the electricity network, and are responsible for the safe delivery of reliable electricity to you. Our services include the planning, construction, operation and maintenance of the powerlines and cables needed to bring electricity to your home or business. Your electricity retailer is the company from whom you buy your electricity. Your electricity retailer will send your electricity bill. Your retailer will also arrange the supply of energy services such as green energy, and arrange changes to your electricity account; for instance, if you move house. You may receive a separate Customer Charter Guide from your selected electricity retailer, which will refer to your contractual arrangement with them regarding the purchase of electricity. Where is the Energex network? Energex distributes electricity to over 1.4 million homes and businesses that s more than 3.4 million people in South East Queensland, including Greater Brisbane, Sunshine Coast and Gold Coast. Access to information You are able to access a range of information from Energex about your electricity supply. We provide most of this information in the Customer Service section of our website or contact Your electricity installation: 1. Energex and your electricity meter how to read or arrange a check of your meter 2. Safety switches save lives! (This is a brochure from the Electrical Safety Office) 3. Property poles and privately owned powerlines Electrical safety: 4. Look up and live stay safe around powerlines Vegetation control and trees near powerlines 5. Trees and powerlines keeping your community safe 6. Safetree your guide to powerline friendly approved plants Voltage disturbances and fluctuations: 7. About your electricity supply 8. Loss or damage to property or appliances how to claim against Energex 9. Electric and magnetic fields (this is a brochure from the Electricity Networks Association) Customer services 10. Guaranteed service levels 11. Support for customers with special requirements prioritycare / life support (contact us for more information) 12. Standard complaints and dispute resolution procedure 13. Responsibilities of owning a micro embedded generator (Solar PV system) A copy of the Deemed Standard Connection Contract is available on the Energex website. Our supply area runs from just north of Gympie, south to the NSW border and west to the foothills of the Great Dividing Range. 1

6 About your electricity supply This section explains the services that we provide, the standards we meet and how to access our services. The services and support that we provide As your electricity distributor, Energex is responsible for providing your premises with a connection to the electricity supply network, enabling you to access a safe and reliable supply of electricity. As a customer of Energex, you can expect that we will: Provide, install and maintain our equipment up to the connection point (most commonly where our wires first attach to your property) in a manner that is sensitive to the local environment Use our best endeavours to provide you with a safe and reliable supply of electricity in accordance with the Deemed Standard Connection Contract Install and maintain suitable metering equipment to enable accurate billing of the electricity that you use Provide readings and information about your energy consumption on request At your request and within 10 working days, provide you with any information regarding a power outage or possible variation of the quality of the power supply outside our standards. The responsibility for all equipment and wiring beyond the meter rests with you. Reliability of supply Energex strives to provide our customers with a supply of electricity that is safe, reliable and of a quality which will not adversely affect any appliances or equipment at your premises. Unfortunately, many circumstances beyond our control mean that we can never guarantee that your supply will not be disrupted without warning. Causes of these power outages include damage from debris carried by storms and strong winds, lightning strikes, damage to cables, birds and wildlife coming into contact with powerlines, equipment failure and vehicles striking power poles. In many cases, your information can assist us in identifying and attending to faults quickly. We always aim to restore power promptly following a power supply interruption. Sometimes, though, we cannot guarantee restoration within a set time. Any power restoration information we provide to you either directly or through the media must be treated as a guideline only. We operate a 24-hour information service to keep you informed as to the nature of the emergency and where reasonably possible, an estimate of when electricity will be restored. We provide this information through the media, on our website and through our telephone service Our Service Guarantee If we are unable to restore your power after an interruption to supply within 8 hours in the Brisbane CBD (or 18 hours in a rural or urban area), you will receive a $114 payment for each eligible interruption. If you live in an urban area and experience 10 or more sustained interruptions in a financial year (each interruption must be greater than one minute) you are eligible to receive a $114 payment. The same payment applies if you are a rural customer and experience 16 or more sustained interruptions in a financial year. Certain exclusions relating to reliability of power supply payments apply. For more information refer to our Guaranteed Service Levels fact sheet. 2

7 Planned interruptions There are a number of reasons why we may need to interrupt the power supply. We may be taking action to prevent, rectify or avoid an emergency or ensure that the supply network is maintained to world class standards. If we do plan to interrupt the power supply, we intend to give you at least four business days notice of the interruption. Notification methods of a planned interruption may include: A notice in your letter box Notice in your local newspaper Other forms of media. For urgent work where a failure to carry out repairs could result in an emergency or create a risk to the community or our staff, we will endeavour to advise you of the power interruption. For information on planned power outages go to the Planned Power Outages page on the Energex website (energex.com.au) or contact Our Service Guarantee Except in emergencies, if we do not give you at least four business days notice of a planned interruption to your power supply, you may be eligible for a Service Guarantee payment of $28 for residential customers and $71 for small business customers. Your right to information In the event of an interruption of supply or quality of supply problems we are happy to provide you with an explanation on request. If you need a written explanation we will provide it within 10 business days, or for more complex situations, we will give you an estimate of how long it will take for us to provide the appropriate information. In some cases, you may need to submit an application under the Right to Information Act 2009 (Qld) or the Information Privacy Act 2009 (Qld) to request information from us. Life support equipment If you or someone living at your premises requires life support equipment its important that you register with your electricity retailer or Energex with confirmation from a registered practitioner. We will: Provide you with an emergency contact number should your power be interrupted or if you have any queries about your power supply Provide you with information to help prepare an action plan on what to do should your power supply be interrupted Notify you in writing at least four business days in advance whenever we plan to do work in your area that requires your power to be interrupted. Of course, unplanned outages to power supply can happen at any time, and we strongly recommend that you have plans in place should that occur. It is important that you keep your retailer or Energex informed of your current contact details, or if circumstances change regarding life support equipment at your home. For further information contact your retailer or Energex. Supply may be interrupted or limited There are certain circumstances when electricity supply may be interrupted or limited due to planned work or emergencies that can occur from time to time with generators or the power transmission network. 3

8 Quality of supply The quality of your electricity supply can be impacted by external events, such as faults, or by others connected to the network, possibly leading to interruptions or variations in voltage. Protecting your appliances or equipment Voltage variations, often known as a power surge (increased voltage) or a brown out (reduced voltage), can sometimes damage your appliances and equipment. We ask our customers to consider the risk to their home appliances or business operation should power fail or be subject to a voltage variation. In cases where your business may not be able to operate, or your equipment is vital to your wellbeing, we strongly recommend taking precautions to protect your equipment. These types of precautions would include: Surge diverters or surge arrestors, often installed in a switchboard or a plug-in adaptor A line conditioner or Uninterruptible Power Supply (UPS) Regularly backing up the data from your computer Turning off equipment at the power point when they are not in use for a period of time Turn off your appliances if you suspect power fluctuations or possible damage. Should you believe that a voltage fluctuation may have been responsible for damage to your appliances, you can contact Energex for further information. In most cases, the causes Tell us if you are planning to install an embedded generator (Solar PV). of voltage fluctuations are outside our control. However, if you believe that Energex may have been responsible for the problem, please contact us for advice on how to lodge a claim for your loss. For further information, please see our fact sheet Loss or damage to property or appliances how to claim against Energex. Your obligations regarding quality of supply With a product like electricity, our customers also have a responsibility to ensure the quality or safety of the supply is not adversely affected. You are obliged to: Keep the wiring and equipment at your premises in a safe condition Provide reasonable protection for our equipment at your premises, such as the electricity meter Not use electricity in a way that endangers any person Not supply electricity to any other address Tell us if you are planning a large change to the wiring or equipment at your premises that may interfere with the electricity distribution network or affect the quality or safety of your electricity supply. Often, the use of large welders, large motors, air-conditioning systems or embedded generators like Solar PV can create problems for other electricity users in your local area. If in doubt, please contact us or arrange for a licensed electrician to check your installation. Connection of supply New Connections A new connection is when: we make the physical connection to your new premises for the first time, or if you have moved into a home or commercial premises that has previously had power connected and the connection to the supply network is still in place. Prior to connecting power to your premises, we must make sure that the electricity supply at the boundary of your property exists and is able to supply adequate power to meet your needs. When considering the initial connection of power to your property, we may have to construct new lines or cables, or upgrade the capacity of the existing system in the area. If you have any concerns about the existence of the network near your new premises, please contact us to confirm what may need to be done to ensure power is available. If your property is in a residential area, it is likely that there may already be electricity supply available to connect to your property. For this type of new connection, you will need to; 1) Get Agreement - Before work starts, you ll need to enter into a Network Connection Agreement with Energex. Your Electrical Contractor can organise this for you. (This Connection Contract sets out the terms and conditions relating to the connection to our distribution network.) 2) Engage with your Electrical Contractor - Your Electrical Contractor will prepare the premises for connection to our network. When this work is complete, they will submit an Electrical Work Request (EWR) to Energex. 4

9 3) Choose a Retailer - A copy of your EWR will be sent to the retailer you choose to have you electricity account with. Once all forms are received, Energex will visit the premises to perform the work requested. A Connection application fee may apply, and this will be quoted to you or your Electrical Representative before you submit a Connection application through our Portal, at Energex.com.au Our Service Guarantee If we don t make the initial power connection to your home or business on the agreed day, we will pay you $57 for each day we are late. Reconnection of your premises In cases where you have previously had the power to your premises disconnected for some reason, we will reconnect the electricity on request from your selected retailer. You will need to request reconnection through your electricity retailer. In most of the Energex supply area, if you contact your retailer and request reconnection of your premises before 12 noon on a business day, the retailer will contact us and we will reconnect your power that afternoon provided it is safe to do so. Otherwise, we will reconnect your power the next business day. Sometimes, we may contact you and make alternative arrangements. For instance, there are circumstances where we need to carry out a safety inspection of the premises before we reconnect the power. In this case, we need you or a representative to be present, so we will have to make a special appointment. There are some areas, such as the Brisbane Valley and the Bay Islands, where we cannot guarantee this connection time. In this case, we will make a special arrangement with you or your retailer. Our Service Guarantee If your home or business has been disconnected and we don t reconnect power in the appropriate time after your call to your electricity retailer, we will pay you $57 for each day late. Disconnection of supply Reasons for disconnection Electricity legislation provides Energex and other authorised people with rights and obligations to disconnect or arrange the disconnection of the power supply in a number of circumstances. These can include: Cases of emergency, or if we believe that your electricity supply represents a safety risk When your retailer advises us to do so under their contract with you Instruction by another authority such as the state or federal police Failure to make payment for any work that you have engaged Energex to undertake regarding an extension or augmentation of the electricity distribution network supplying your premises Failure to provide safe and unhindered access to our equipment Provision of false information to Energex or the retailer to enable a connection you would otherwise not be entitled to Situations where we are otherwise permitted by law to disconnect the premises. Limitations on disconnections Disconnection of an embedded generator (Solar PV) Except in an emergency we will not disconnect: Before 8am or after 3pm on a business day On a Friday or day before a public holiday On a weekend or public holiday Between 20 December and 31 December inclusive When the premise is registered as having life support equipment and has not been provided 4 business days written notification. Wrongful disconnection If we disconnect power to your premises and it is determined that Energex or the person requesting us to disconnect your premises did not have the right to do so, then we must reconnect your premises as soon as reasonably possible without any charge or penalty. Our Service Guarantee Except in emergencies and planned maintenance work, if we disconnect the power to your premises when we are not entitled to, we will pay you $142. Energex can request you turn off or disconnect an embedded generator, such as Solar PV, if there is the risk of electrical safety or disturbance of the quality of power supply to other customers. In cases other than an immediate risk to the safety of people or equipment, we will issue you with a disconnection warning asking you to rectify the situation within five days, or disconnection of the premises may occur. 5

10 About your property We will occasionally need to access your property to undertake repairs to lines, read or replace meters or to carry out other work on our equipment. When visiting your property, we will respect your land and assets, and take care of the environment. Access to your premises Your obligation to give us access We will need to access your property at times to read the electricity meter, and to install, check or repair any of our equipment at your premises. We require that you provide us or our authorised representative safe and unhindered access to your premises, through gates if necessary, at any reasonable time to: Read, inspect or change our electricity meters or control apparatus Connect or disconnect supply to your premises Inspect, operate, maintain or replace any of our powerlines or other equipment that supplies or traverses your property Prune or clear vegetation away from our lines and equipment Perform services requested by you. If you do not provide us access to your premises or our assets on your property as needed, we may, after an appropriate warning, disconnect supply to the premises. Also, please tell us or your electricity retailer about anything at your premises that may be a danger to our staff, especially any dogs or other pets that may be a concern to us. Our obligations for access When seeking access to your premises, we or our representatives must: Return locked gates to the way they were when we arrived Comply with all relevant electricity legislation Carry or wear official Energex identification, and show that identification to you on request. Special locks Special Energex locks are available through many locksmiths. These locks, available at a nominal charge, provide us with access to any locked gates or padlocks on your switchboard. These locks are individually keyed, but also allow us master-key access. You hold your keys, and we only provide the master keys to our authorised staff or contractors. Please visit the Reading your Meter page of the Residential and Business section on the Energex website (energex.com.au) to see the list of Energex locks suppliers in your area. Your electricity meter Meter readers will visit your premises approximately four times a year. All our meter readers carry photo identification cards which will be prominently displayed, or in some cases a letter of authorisation that will be shown to you on request. It is important to note most electricity retailers will only accept meter readings from authorised Energex meter readers for billing purposes. If you do prefer to read the meter yourself, we suggest you clarify the situation with your retailer. However, we can provide you with information that will help you read your electricity meter for your own purposes. If you do have any concerns about your electricity consumption or your energy bill, please contact your electricity retailer for assistance. If necessary, your retailer will arrange for us to carry out a check of your electricity meter. For further information, please see our fact sheet Energex and Your Electricity Meter. 6

11 Trees and vegetation on your property Trees and vegetation contacting powerlines can be dangerous, and are the most common cause of power interruptions. Each year, Energex invests millions of dollars in vegetation management programs helping reduce the risk of trees contacting overhead lines. You are responsible for keeping trees and structures a safe distance away from the powerlines on your property. Energex will require reasonable access to your property to ensure the safety of our powerlines that may cross your property, especially the main lines that can cross rural properties to supply other customers in the area. If you have any concerns with trees near these lines or lines in the street visit the Network section of the website (energex.com.au) and submit an online request to trim trees, or contact us on Private powerlines and power poles on your property In many cases, particularly in rural areas, the lines and poles that may cross more than one span to supply your home, shed or pump station are the responsibility of the property owner. Therefore, it is your responsibility to ensure that these lines and poles are in good condition and are clear from vegetation and nearby structures. For further information visit energex.com.au and search for Private power poles. 7

12 What can you expect from Energex? Appointments When we make an appointment with you to attend your premises on matters relating to your meter or the supply to your premises, we will specify a five-hour period in the day to meet with you. We can reschedule the appointment provided we notify you no later than the day before our appointment. Our Service Guarantee If you have an existing electricity account and we make an appointment with you regarding your meter or electrical installation, and we do not attend in the agreed time period, we will pay you $57. Hot water problems There are various types of hot water systems in use. Many are electric storage-type systems, connected to reduced-cost electricity tariffs known as off-peak or night rate. Generally, there will be a small control unit in your switchboard, known as a relay, that allows us to remotely control your hot water system. A range of faults can result in a reduction or total loss of the available hot water from electric hot water systems. Often, a call to an electrician or plumber is needed. If it does appear that our control system relay is the problem, we will send someone to your premises within one business day to check and repair it if necessary. It is important, though, to first consider problems such as a blown fuse or excessive use of hot water from the system before calling us. Our Service Guarantee If you make an enquiry about a loss of hot water supply, and the fault was caused by the supply network or our control equipment, we will attend within one business day, unless we have agreed an alternative time. If not, we will pay you $57 for each day we are late. Privacy Notice Energex collects personal information from you to enable the connection and supply of electricity and the provision of other services as part of our business activities. If this information is not collected, we may be prevented or delayed from supplying our services to you. We manage your personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). Personal information may be disclosed to your retailer, meter reading service provider, various government departments, regulatory authorities or law enforcement agencies to deal or assist with investigations, complaints or similar matters. Our Privacy Policy sets out how you may access and seek correction of your personal information or lodge a complaint if you believe we have not adhered to the APPs. For a copy of our Privacy Policy, please contact us on or visit energex.com.au. 8

13 Access to information Upon request, we will provide details of any personal information we hold about you. There is no fee payable for applications for personal information under the Privacy Act 1988 (Cth) or the Information Privacy Act 2009 (Qld). However, an application fee applies (and access charges may also apply) for applications under the Right to Information Act 2009 (Qld). Queries or complaints Energex has developed a Standard Complaints and Dispute Resolution Procedure for small customers* to explain how we will manage your complaints and disputes, when you can expect to hear from us, and what options you have if you feel your complaint or dispute has not been handled effectively. This document is available on the Energex website. If you are not satisfied with Energex s response or proposed resolution, you have the right to request that your complaint or dispute be reviewed by our Customer Advocate. If you are not happy with the resolution proposed by the Customer Advocate, you are entitled to contact the Energy and Water Ombudsman Queensland on or by visiting ewoq.com.au. Guaranteed Service Level (GSL) payments GSL payments will be automatically identified and calculated. However, if you have not received a payment you believe you are eligible for please contact us on You will have three months from the date the event took place to lodge a claim. GSL payments are paid in the following instances: Wrongful disconnections Connection not provided by the agreed date Reconnection not provided within required time Failure to attend to customer s premises within the time required concerning loss of hot water supply Failure to attend appointments on time Notice of a planned interruption to supply not given Interruption duration or frequency. GSLs are applied to all residential and small business customers using less than 100MWh of electricity per annum. If you are unsure, please contact us on or refer to past electricity bills to check electricity usage. For further details please see our website or call us on for a copy of our Guranteed Service Levels brochure. How to contact us: To provide us with feedback, receive any information regarding GSL s, or to register a claim, you can: Access the contact us online form on our website energex.com.au us at Phone us on Write to us at GPO Box 1461, Brisbane, QLD *Small customers: all customers who consume less than 100 MWh of electricity per year. 9

14 Electrical safety We need to always respect electricity if not treated with care, electricity can cause harm or even death. There are many things that you can do to keep your electricity supply safe. Safety switches A safety switch is a special device to monitor the flow of electricity through a circuit. If a problem is detected, the safety switch will quickly shut off the flow of power fast enough to save a life or prevent damage to your appliances. Queensland legislation makes it mandatory to have a safety switch installed in all new homes, or whenever a home or small business premises is sold. For more information refer to the Electrical Safety Office website. Insist on a Certificate of Electrical Safety Whenever an electrical contractor conducts work on your electrical installation, you must be provided with a Certificate of Electrical Safety. This certificate is your assurance that the work has been carried out in accordance with Queensland electrical safety legislation and standards set by the Electrical Safety Office. Stay clear of powerlines, substations and apparatus Our electricity distribution equipment includes more than overhead powerlines and poles. Right across South East Queensland we have substations and switchyards that are clearly signed and fenced to prevent unauthorised access. Contact with the apparatus inside these enclosures can be life threatening, so it is critical that you never attempt entry to these places. If you do see a dangerous situation, such as substation gates open, please call us on Also, much of the Energex network is underground in roadways and in footpaths. The Dial-Before-You-Dig service is available by calling 1100 to assist in locating any power cables or other services before you carry out work that may result in contact with power cables. 10

15 General information Solar photovoltaic (PV) obligations If you are considering installing Solar PV at your premises: You must enter into a Micro Embedded Generation (MEG) Connection Contract with Energex prior to the installation of the Solar PV system. This MEG Connection Contract is subject to Energex approval and you must only install the capacity inverter you have been approved for Energex as your electricity distributor will manage the Connection Contract between you or your representative, and Energex. This Micro Embedded Generation (MEG) Connection Contract sets out the terms and conditions relating to the connection of the system to our distribution network Where appropriate, Energex will make necessary metering changes Your installer will provide information on the installation process and ensure that the installation meets the requirements of the relevant standards and sections of the MEG Connection Contract. If you have installed Solar PV at your premises: You must ensure that the system, installation and any associated equipment is maintained in a safe working order at all times Energex or our agents must have safe and convenient access to install, test, maintain or remove the meter when required You must seek Energex s consent prior to any changes to the system. Your electricity retailer will process and pass on the credit associated with any energy that is exported to the network. What to do if you lose supply For any problems with your power supply, including power interruptions, you can phone us on the Energex 24-hour, 7-day Loss of Supply line, Power outage information is also available on the Energex web and social media sites. Keeping Energex and your retailer informed of changes It is important to inform your retailer as soon as possible if: You change your contact details, including your postal address or phone number Your retailer will then let us know of the changes. It is important to inform your retailer or Energex if; There are changes affecting access to your electricity meters, for example erecting a new fence You have dogs on your premises Your life support requirements change. Our contractors We often use contractors to carry out our work, for example to read the meters and therefore some of the obligations placed on us may be carried out by another person. If you have concerns about someone representing Energex who is on your property, you have the right to ask them to show you their identification, or call us on to confirm their identity. Illegal use and interference You must not use electricity illegally or in a manner that will affect the supply of another customer or cause damage to anyone else. Also you must not interfere with any connection services or equipment that we have provided, or use electricity for purposes other than that for which it is provided under electricity legislation. If you fail to meet the above obligations then we may undertake any rectification work at your cost and arrange for immediate disconnection of your premises. Obligations if you are not an owner If you are unable to fulfil an obligation in respect of the premises because you are not the owner, then you are not in breach of the contract if you take all reasonable steps to ensure that the owner or other person responsible for the premises fulfils the obligation. For further information see our fact sheet Responsibilities of owning a micro embedded generator (Solar PV system). 11

16 How to contact us You can contact Energex 24 hours per day, seven days per week, for the following services Loss of Power supply, or electricity supply problems Reporting a dangerous life-threatening situation, such as wires down For General Enquiries Visit energex.com.au Call This service is available 8am to 5:30pm, Monday to Friday A telephone interpreter service is available on Follow us on twitter.com/energex Like us on facebook.com/energex Energex Limited 2015 Energex and Energex Positive Energy are registered trade marks of Energex Limited Energex Limited ABN GPO Box 1461, Brisbane QLD

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