Tech Talk. Smart metering update Successful rollout. Connection Standards newsletter December Contents. To all Registered Electrical Contractors

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1 BLEED BLEED Connection Standards newsletter December 2013 Contents Smart metering update Successful rollout Flexible pricing A major benefit of the smart meter program Business flexible pricing New residential tariffs Small inverter interactive grid connections Going solar Pre-approval requirement up to 30 kw REConnect Continuing to grow Customers invited to have your say New Switch On website An independent price comparison REC Listing Customer installation defects Keeping RECs informed via SMS notifications To all Registered Electrical Contractors The aim of this is to provide you and your employees with information that will help us to improve service for our customers. Please read the document and pass it on to your employees or associates for their information. ers ome or business s a every half hour to CitiPower and cessing. We make electricity retailer for ains what information er, and how to read it. t your electricity retailer ffs based on the time s and others will also y units and websites to tand and manage your n. Reference Guide Smart Meters Contact Information CitiPower and Powercor Australia Locked Bag Melbourne, Vic 8001 For Solar Customers Want to know more? Then visit our websites for detailed information about smart meters and the rollout program. For questions or comments regarding the installation and operation of smart meters, please contact: CitiPower on or info@citipower.com.au Powercor on or info@powercor.com.au For questions regarding the Victorian Government smart metering program, please visit the Department of Primary Industries website at or call For questions about electricity billing, accounts or tariffs, contact your electricity retailer Reading those aspects of your smart meter that relate to photovoltaic solar power installations and your power consumption and power generation Smart Metering information AMI Meter Exchange Retailer Guide Customer Self Service Portal Important information regarding your electricity supply Powercor installing smart meters on dairy farms in the Warrnambool region Powercor Australia is replacing more than one million manually-read electricity meters with new smart meters. We will be installing smart meters on dairy farms in your local area. What will happen? Three weeks before the scheduled installation in your area, you will receive a notification card and a letter from Powercor outlining the installation process and explaining what is expected of you. Our installers will require safe and clear access to your meter. Powercor will work with you to minimise any disruption the smart meter installation may have on your farm or business activities, such as avoiding milking and chilling times. As soon as you receive your first letter, book an appointment by visiting our website at or call us on We will send you a second letter confirming the appointment. Want to know more? Warrnambool Go to or call Powercor Australia distribution area SMART METER You have the Power Allowing you to make infor choices about how much when you use electricity ITP Smart and Solar Customers v3.indd 1 8/12/11 2:41 PM Smart metering update Successful rollout CSSP A5 brochure v4.indd 1 29/10/10 2:25 PM Farmers Leaflet 297x140 v5.indd 1 19/05/11 2:02 PM CitiPower and Powercor Australia is in the process of successfully completing its rollout of smart meters. The program started in 2006 with discussions about how it might be delivered. The first meter was installed in 2009 and with more that 1.1 million meters now installed the rollout is nearly complete. Here are some key facts. Our smart meter program is on time, on budget and on schedule for completion in December Widely acknowledged as the best performing distributor, our smart meter program provides the lowest cost to customers compared to other Victorian distribution businesses, as illustrated by Graph 1 (next page), published by the Australian Energy Regulator (AER). >>

2 << 250 Approved charges Forecast charges Charges ($) Graph 1: sourced from historic, current and future charges for single phase single element meters ($ nominal, excludes GST), Advanced Metering Infrastructure 2014 charges, Final Determination, AER CitiPower Powercor Jemena SP AusNet United Energy Flexible Source: AER analysis Customer satisfaction levels throughout our smart meter program have been close to 80 per cent, with compliments outnumbering complaints four to one, well above the industry average. We have installed more than 1.1 million smart meters with 1.06 million already sending remote data to market. This means almost all our customers are now benefiting from smart meter technology. The technology we have deployed delivers above expectation and to all mandated service specifications including remote reading, remote connection services, remote service checking during outages to improve fault response, on-line portals and new in-home displays. More than 95 per cent of our smart meter customers are now eligible to access flexible pricing, giving them more choice and control over their electricity bills. Over the course of our program, our smart meter installers have identified dangerous and possibly life-threatening electrical hazards in more than 11,000 homes and businesses. More than 70,000 remote re-energisations and de-energisations have occurred, saving the time and expense of a truck visit for manual connections and disconnections at a substantial saving to the customer. pricing A major benefit of In September 2013 the Government launched flexible pricing. The Minister of Energy and Resources, Nick Kotsiras, said that flexible pricing was made possible by the rollout of smart meters and that consumers who take it up will pay different rates depending on when they use power. Flexible pricing could save you money on your power bill if you use power outside of peak periods, said the Minister. Government research indicates that if consumers can run appliances such as their washing machine, clothes dryer and dishwasher outside of peak periods, they could save around $160 per year. From September 2013, some retailers have offered customers a choice between flat tariffs and new flexible pricing. Flexible pricing means different rates for electricity at different times of the day. Customers will not be compelled to switch to flexible pricing the choice will be theirs. 2

3 the smart meter program How flexible pricing works If customers choose a flexible pricing offer, different rates will apply at different times throughout the day. The higher rates will be during peak times and the lower rates will be during shoulder and off-peak times. Customers can pay less for their electricity by using power outside of the peak hours. Facts about flexible pricing Changing to flexible pricing will be voluntary Customers can move back to their previous rate structure without incurring an administration fee until March 2015 You can only change to a flexible pricing plan if you provide your consent. Customers should contact their energy retailer to find out about the rates and plans that are available to them. Changing to flexible pricing is voluntary and consent must be given in writing. Consumers who switch to flexible pricing have until 31 March 2015 to revert to their previous rate structure, with the same retailer, without incurring an administration fee (residential households only). Information for small businesses is available at >> An example of a flexible pricing plan Weekdays Weekends Weekdays Weekends 9pm 9pm Weekdays Weekends 9pm 9pm Peak Weekdays Peak Weekends Peak Peak 9pm 3pm 3pm 3pm 3pm Peak 3pm, - every day: The price of electricity is lowest when the demand for electricity is the lowest., -3pm and 9pm- weekdays, - weekends: The price of electricity is lower than the peak rate and higher than the off-peak rate, when there is a reduced demand for electricity. Peak, 3pm-9pm weekdays only: The price of electricity is higher during the peak, typically on weekday afternoons and evenings, when the demand for electricity is the highest. The above example is for illustrative purposes only. Electricity retailers may vary the flexible pricing timeframes and rates on offer. Connection Standards newsletter December

4 << Business flexible pricing Pending Australian Energy Regulator approval, flexible pricing will be extended to small business effective 1 January Small Business Flexible Pricing tariffs are structured differently from residential with peak and off-peak periods Monday to Friday and shoulder and off-peak periods over the weekend. Week Day Small Business Flexible Pricing Tariff Week End Small Business Flexible Pricing Tariff Peak :00-07:00 07:00-19:00 Peak 19:00-24: :00-07:00 07:00-19:00 19:00-24:00 With the introduction of the small business flexible pricing tariff, time of use tariffs ND5 for Powercor and C3G for CitiPower will no longer be available from 1 January 2014, the only available small business tariffs will be a single rate tariff and flexible pricing tariff. New residential tariffs Changes in the Electricity Industry Act 2000 (s.9.1) saw changes in tariff policy which required the distributor to offer at least one flexible AMI distribution tariff and one flat AMI distribution tariff effective 1 July CitiPower s C1R tariff and Powercor s D1 tariff were reopened to comply with these changes. The 2014 Residential network tariffs policy continue to have the single rate tariff and the AMI flexible pricing tariff. Residential tariffs D3 and D2DK for Powercor and C3R for CitiPower will no longer be available from 1 January

5 Small inverter interactive grid connections The Powercor and CitiPower requirement for pre-approval of small inverter interactive grid connections was introduced early in For the purpose of assessing a proposed inverter connection, CitiPower and Powercor has three types of distribution transformer: Single Wire Earth Return (SWER) Single Phase (1Ø) Three Phase (3Ø) For each type there are standard size ratings. SWER and single phase transformers have two low voltage windings. These windings may be connected in parallel (2 wire LV supply) or in series (3 wire LV supply).note: Whether the customer is supplied 2 wire or 3 wire it is a single phase supply. Three phase transformers have three low voltage windings. Each winding supplies one active and shares a common neutral connection. Premises may be connected to: Single phase (2 wire LV) neutral and any one active Two phase (3 wire LV) neutral and any two actives Three phase (4 wire LV) neutral and all three actives. Inverter capacity must be balanced across the number of wires in a single phase connection and the number of phases in a multiphase connection. Low voltage Low voltage windings windings parallel in parallel (2 wire LV) (2 wire LV) Low voltage Low voltage windings windings seriesin series (3 wire LV) (3 wire LV) Going solar Pre-approval requirement up to 30 kw CitiPower and Powercor is supportive of small solar generation sources that can be interconnected with our grid. It is important to us that customers are completely satisfied with their solar system connection to our grid and that it performs as expected. The number of solar photovoltaic (PV) systems is increasing at a high rate, with a trend toward larger capacity installations. Concentrations of solar PV systems connected to the low voltage network can lead to power quality issues such as overvoltage and voltage unbalance. In some instances, parts of the grid may not support the connection of solar as we are not able to ensure adequate network operation in order to provide a reliable connection. When considering the installation of a solar system it is important that it performs as expected. To achieve this CitiPower and Powercor requires that all solar systems undergo pre-approval before the system is installed. >> Connection Standards newsletter December

6 << CitiPower and Powercor pre-approval requirement The pre-approval assessment takes into account: The customer s proposed inverter capacity (kw) regardless of the number of solar panels or wiring of the premises The total capacity of all embedded generators (including solar PV systems) connected to the same transformer, which is limited to 30 per cent of the transformer capacity The distance between the premises and the transformer. Significant distance could cause voltage fluctuations outside the statutory range. Requirements for solar inverters The maximum inverter system capacity (kw) permitted to be connected is determined by the transformer capacity. As a general guide customers can expect the following limits to apply: General Guide Rural area Inverter system capacity (kw) per premises, subject to available transformer capacity Up to 5kW. In general, for single-phase transformers, the maximum inverter that can be connected is 5kW. Depending on transformer size and available capacity an inverter smaller than 5kW may be required. To apply for pre-approval for systems up to 30kW: Complete the Pre-Approval of Small Inverter Connection Form available on the CitiPower and Powercor website Submit the application to the address printed on the form - The applicant applying for pre-approval can either be the installer or the customer - Pre-approval may take up to 7 days - Pre-approval expires after 90 days. For small solar PV systems less than 30kW there is no fee for pre-approval. For example, a 10kVA transformer will support up to a 3kW inverter load. Urban area Up to 5kW or greater as determined by assessment. For three phase transformers, assessment of larger loads can be undertaken provided they are balanced. REConnect Contin The popularity of CitiPower and Powercor s REConnect system continues to grow with 700 Registered Electrical Contractors (RECs) currently signed up and using the system regularly. We had experienced some system issues relating to web browser compatibility, however a fix was introduced on 24 October that resolved issues with Chrome, Firefox and Internet Explorer 10 (IE10). Users of IE 10 may be required to activate the compatibility mode and clear the browser cache. To do this, go to the toolbar and select Tools and 6

7 Pre-approval assessment results Approved as applied for Approved reduced capacity Further assessment required The customer can either: The customer can either: The customer can either: A) Proceed with the connection. Applicant submits the Photovoltaic (Solar) Generator Connection Form along with a copy of the signed Pre-Approval of Small Inverter Connection Form. Installer forwards a copy to the customer s electricity Retailer along with a copy of the Electrical Works Request and the Certificate of Safety. Customer s Retailer submits a service order request to CitiPower and Powercor with all relevant documentation. CitiPower and Powercor arranges for PV capable metering and compliance check. Note: Pre-approval expires after 90 days. OR B) Applicant decides not to proceed any further. A) Connect an inverter with the approved reduced capacity. Applicant submits the forms as described in Approved as applied for. Note: Pre-approval expires after 90 days. OR B) Request a technical assessment as described in Further assessment required. OR C) Applicant decides not to proceed any further. A) Request a technical assessment. This determines the cost of the network augmentation required to connect the proposed inverter. Applicant receives the Technical Assessment request form with the pre-approval result. Applicant submits the following documentation to the CitiPower and Powercor office indicated on the form: - Technical Assessment request form - A copy of the signed Pre-Approval of Small Inverter Connection Form. Note: An assessment fee of $200 applies. Once CitiPower and Powercor receives the request, the applicant will receive an invoice for payment. If network augmentation is possible and the customer wishes to proceed, the augmentation charge will be on a per application basis. At present, a six to nine month lead time is typically required before works can proceed. Indicative costs for network augmentation are around $13K to $20K. Note: Larger inverter systems require more detailed assessment and are more likely to require network augmentation and financial contribution from the applicant. OR B) Applicant decides not to proceed any further. It is recommended that no commitment be made to install a PV system until pre-approval is received from CitiPower and Powercor. uing to grow Compatibility View Settings then add powercor.com.au. To clear the browser cache, from the keyboard select F12 then select Clear Browser Cache. Our aim is to continue to improve the system and make it more efficient, so give us your feedback about the system s functionality using the addresses below. In addition to the SMS and notifications that are being sent to you about the progress of your EWR you can also monitor progress online 24 hours a day, seven days a week. Our objective is to provide a service that helps you and saves you time. Managing your customer s connections just got easier. If you have any questions about REConnect or would like more information, please us at: REConnect@citipower.com.au or REConnect@powercor.com.au For REConnect system or process related issues you can contact us on our REC dedicated phone number Monday to Friday 8.00 am to 5.00 pm. CitiPower Powercor Connection Standards newsletter December

8 Customers invited to have your say IMPORTANT INFORMATION ABOUT ELECTRICITY SUPPLY FROM YOUR ELECTRICITY DISTRIBUTOR DISTRIBUTOR CUSTOMER $ ELECTRICITY GENERATION AND TRANSMISSION RETAILER YOUR BILLER OUR ROLE Powercor is an essential service provider. We own and maintain the poles, wires, meters and equipment that deliver electricity to you. Victoria has the lowest electricity network charges in Australia Victorian electricity network charges make up 30 per cent of the average household electricity bill, compared to per cent in other states and territories.ˆ 100% 80% WE PROVIDE a safe and reliable electricity supply. Powercor is among the most reliable rural electricity networks in Australia. WE MAINTAIN the equipment that delivers electricity, the meter at your premises and many of the streetlights in your community. WE MANAGE electricity supply during emergencies and bad weather. WE RESTORE power to essential services first, such as hospitals and then to the rest of our customers as quickly as possible. 60% QLD NSW ACT SA TAS 40% VIC 20% * 0% Network costs Other services * 23% distribution costs 7% transmission costs In November, CitiPower and Powercor launched a survey on our new stakeholder engagement website to give our 1.1 million customers a chance to have their say on our future priorities. As Victoria s largest electricity distribution business, we want all households, businesses, government, industry and consumer organisations to share their views on the reliability, safety, cost and use of renewable energy generation on the network. CitiPower and Powercor CEO, Tim Rourke, said better understanding customers views and desired outcomes is fundamental to ensuring we meet customers needs and expectations in the future. We provide our customers with value for money in a variety of ways, including: Today s customers experience around 40 per cent fewer minutes off supply than in 1995 While household electricity bills have increased by 28.4 per cent from 2001 to 2012, standard poles and wires distribution costs in Victoria have decreased in real terms during this period Victorian households pay less for their electricity distribution than in Queensland and New South Wales Widely acknowledged as the best performing, our smart meter program represents lowest cost to customers when compared to other Victorian distribution businesses. 8

9 New Switch On website An independent price comparison In September 2013, the Government new Switch On web site service launched My Power Planner. The site is an independent source of information on energy matters and can help consumers understand how they use electricity throughout the day and how much it is costing them. Once consumers have obtained their 12 month usage data profile from their retailer or their distribution business, they can upload it into My Power Planner and compare their current electricity plan with flexible pricing options offered by a variety of retailers and find a plan that meets their needs. 12 month usage data profiles can be obtained by contacting CitiPower and Powercor. Customers who submit a request have to fill in a form and provide identification to meet privacy guidelines. A profile of their consumption data is then despatched. My Power Planner is not compatible with services such as Climate Saver. If consumers use this product, their consumption is included with their general light and power data. If consumers have difficulty achieving price option comparisons, they should contact their retailer. To ensure Victorians receive useful information about flexible pricing, the Government has conducted a massmedia information campaign during the past few months. The Government has also allocated $1 million to an Energy Information Fund to educate disadvantaged groups. This initiative is supported by the Consumer Utilities Advisory Group (CUAC). The first grants were made in December You can find the Switch On website at Connection Standards newsletter December

10 REC Listing customer installation defects If you haven t registered yet to feature in the CitiPower and Powercor REC Listing, now is the time to do so! The REC Listing is used to assist customers who need the services of a Registered Electrical Contractor (REC) to assess and rectify defects in their electrical installations. This listing service operated successfully during the Smart Meter Program and we have expanded it to all processes where customer installation defects are identified. Customers who need help to rectify a defect may be offered the contact details of a number of RECs within close proximity by our Contact Centre. Many RECs have already joined the listing, which is growing with each issue of. If you would like to work in defect rectification and haven t expressed your interest with CitiPower and Powercor, please do so by ing us at: RECListforcustomerdefects@powercor.com.au You will need to provide your trading name, address and contact details to be included in the list. is published on a needs basis with the aim of providing relevant information for Registered Electrical Contractors as part of CitiPower and Powercor s commitment to provide industry best practice service to our mutual customers. Contact us if You are a Registered Electrical Contractor or associated industry participant and you don t currently receive a copy of, but would like to You currently receive and will change, or have changed, your address You would prefer to have ed to you. Please advise the Powerful Customer Service Coordinator, at powerfulcustomerservice@powercor.com.au REC Dedicated Phone Line You can contact us on our REC dedicated phone number Monday to Friday 8.00am 5.00pm CitiPower Powercor Connection Standards newsletter December 2013