Standard Form Customer Connection Contract - Essential Energy

Summary of
Essential Energy’s
Standard Form
Electricity
Connection Contract
Effective 1 March 2011

Summary of Essential Energy’s
Standard Form Electricity
Connection Contract
(Effective 1 March 2011)
The following is a summary of the terms and conditions
on which Essential Energy will supply connection and
associated goods and services to you under its Standard
Form Customer Connection Contract (“Contract”). The
Contract applies to those persons to whom we are
obliged to provide connection services under a standard
form customer connection contract under the Electricity
Supply Act 1995 (NSW) (”the Act“) and who have not
already entered into a negotiated customer connection
contract with us.
This document also sets out the information we are
required to give a person who is or may be a small retail
customer under the Electricity Supply (General) Regulation
2001 (NSW) (“the Regulation”) including summarising the
Guaranteed Customer Service Standards.
Under the Contract:
1. the service standards and remedies to which you
are entitled are additional to and do not exclude,
restrict or modify; and
2. the limitation on our liabilities do not exclude,
restrict or modify,
the entitlements and remedies, that you may have under
the consumer guarantees provisions in the Competition
and Consumer Act 2010 (Cth).
This summary is not a contract. A copy of the Contract
can be obtained by calling 13 23 91, by visiting any of our
Essential Service Centres and on our website at:
www.essentialenergy.com.au
2

1. Availability of Interpreter Services
For interpreter services please call the following
number: 13 14 50
Arabic
Chinese
Vietnamese
Italian
Greek
Spanish
2. Commencement of Contract
If you are an existing customer, the Contract starts on the
date that notice of this Contract’s terms is published or
such later day as specified in the notice.
If you are a new customer, the Contract starts on the day
you apply to us for us to provide customer connection
services to you.
3. Variation of Contract
We may vary the Contract from time to time and will notify
you of the changes by a notice published in a newspaper
circulating throughout NSW or the area in which the
variation is to take effect as well as on our website.
4. Commencement of Customer
Connection Services
We will provide customer connection services to you from
the date the contract starts where your premises has all
the necessary metering and services equipment installed
and all other documentation required has been completed,
or otherwise upon meeting these requirements.
3

5. Customer Connection Services Obligations
We may require certain equipment to be installed to ensure
safe and efficient supply of electricity to you or for the
receipt of electricity supplied by you into our distribution
system, or to minimise or prevent interference with the
network or other customers. Such installation must be
in accordance with applicable laws, standards or rules
covering the installation of equipment. You may be required
to pay for, or contribute to, the installation of equipment
or any extension or increase in capacity of the network
required to accommodate your connection.
Additional connection obligations apply to you if you supply
electricity into our distribution system via an embedded
generating unit, or we supply you or you generate electricity
at high voltage.
6. Billing and Payment
6.1 Charges and Variations in Charges
Our electricity prices are set out in our “Network
Price List” and are consistent with the applicable
regulatory determinations. We will provide you with a
copy of the current “Network Price List” on request
and it is also available from the website
www.essentialenergy.com.au
If we want to vary prices, we must publish the new
prices or the amount of the variations and the date
these will start in a newspaper circulating throughout
New South Wales or the area in which
the variation is to take effect and on our website
www.essentialenergy.com.au The variation will
apply as of the date specified, being a date that
is later than the date the notice is published or
served, and will not be charged retrospectively. If
the variation takes effect part way through a billing
period, the charge for customer connection services
supplied during the period will be based on the
charge in effect for the period allocated on a pro rata
basis according to the number of days in the period
that each relevant charge was applicable.
6.2 Bills
Where you are not liable to pay your retailer and are
required to pay us directly for customer connection
services, we will send you a bill at least once every
three months.
4

The bill will include:
••
your name, bill number, national metering identifier
and check sum (prominently displayed), address of
your premises and any relevant mailing address;
••
the dates on which the billing period began
and ended;
••
details of the network prices for connection
services provided;
••
separate details of charges for any other services
we have provided or arranged;
••
details of any amount of credit;
••
the total amount to be paid by you;
••
the due date for payment;
••
any overdue amount and the due date for payment
of the overdue amount;
••
methods by which payment can be made;
••
details of our 24 hour contact number for faults
and difficulties and the number available during
business hours for billing and payment enquires;
••
details of any interpreter services in community
languages (including Arabic, Cantonese,
Vietnamese, Italian, Greek and Spanish) and
telephone numbers for the services; and
••
particulars of the components of charges that are
network charges or the amount of any security
held by us, if requested to do so by you.
If you are a small retail customer who has a
complying embedded generation unit connected to
our distribution system, where we are required by the
Regulation, we will include on your bill the amount of
electricity your generator supplies to our distribution
system during the billing period and the amount to
be credited to you in respect of that electricity.
7. Customer Connection Services
The customer connection services we will provide to
you include:
••
the connection of your premises to our
distribution system;
••
any agreed increase in the maximum capacity in
your existing connection to the distribution
system; and
5

••
the maintenance of the capability to supply your
premises from our distribution system.
We will also provide you with a network service, exit service
and/or distribution service in accordance with the Contract.
8. Metering
You must have electricity metering services provided to
your premises before electricity can be sold to you and if
you have an embedded generating unit, before you can
supply electricity into our distribution system.
We will at your request provide metering services to you.
The meter must be installed and maintained in accordance
with the specific laws and codes of practice.
We will attempt to read your meter at least once every six
months. If you request a special reading of the meter, we
will read the meter by close of the next business day if
your request is received before 3pm on the previous
business day. We will charge you a fee for this service.
9. Access
You must allow authorised officers safe and unhindered
access to the premises during daylight hours to carry
out their duties under the Contract. You are responsible
for taking proper care of the meter and other service
equipment installed at the premises.
10. Disconnection
You must give us at least 48 hours notice if you want us
to stop providing you with customer connection services
or other goods or services, unless you have an embedded
generating unit where we require five business days notice.
If this notice is not given, you will be liable for charges
arising under the Contract during that period.
We may disconnect your connection if:
••
you fail to pay your bill; or
••
you fail to provide security required by us; or
••
you fail to provide access; or
••
the premises is permitted to be disconnected in
accordance with the law; or
••
your retailer has discontinued supply to you and
requests we disconnect your premises; or
••
the Contract ends.
6

Except in the case where you have requested that we
disconnect or where we are otherwise permitted to do so
by law, we will not do so:
••
while any life support system that relies
on electricity for its operation is in use at
the premises.
If you are a small retail customer, we will comply with the
Guaranteed Customer Service Standards for disconnection
as set out in paragraph 16. Otherwise, we will give you
reasonable notice of our intention to disconnect. We
may charge a disconnection fee in accordance with any
applicable law.
If you have an embedded generating unit, we may
disconnect you at any time without notice if your embedded
generating unit is dangerous to our staff, representatives
or other parties, or its continued operation is dangerous to
our network.
We may terminate the Contract on the day you
are disconnected.
11. Excusing Events
Other than payment obligations, a party’s obligation under
the Contract is suspended whilst an event beyond a party’s
control affects its ability to carry out its obligation.
12. Liability and Warranties
We will use all reasonable endeavours to ensure you are
supplied electricity of an appropriate level and quality. We
do not accept liability for any loss or damage except to the
extent provided for in the Contract and to the extent the
law makes us liable. In the latter case, liability is limited to:
••
replacing the goods or services under the
Contract; or
••
paying the cost of replacing the goods or services.
13. Dispute Resolution
We encourage customers to contact us directly regarding
any concerns or complaints they may have. Under the
Contract, you have 28 days from receiving written notice of
a decision from us or from the date of the relevant act or
omission to make a complaint to us.
We will consider your complaint and give you written notice
of our determination as soon as practicable after we make
our determination. If we do not give you notice of our
determination within 10 business days after you make the
7

complaint, we will be taken to have determined that our
decision is to stand or no action is to be taken.
In the event you are dissatisfied with our determination and
your connection is in New South Wales, you may request
us to, or may directly, refer the dispute to the Energy and
Water Ombudsman if the dispute relates to a matter to
which the Energy and Water Ombudsman Scheme applies.
The scheme offers independent resolution of disputes.
To make a complaint to the Ombudsman you can either call
on 1800 246 545, write to the Ombudsman (Reply Paid
Box K1343 Haymarket NSW 1239 Australia) or complete
a complaints form online at the Ombudsman’s website at
www.ewon.com.au
Written submissions should set out:
••
dates, times and locations where events occurred;
••
details of what happened;
••
who you spoke to and a brief description of the
conversation (if relevant); and
••
copies of any relevant correspondence
or documents.
If your connection is in Queensland, you can contact
the Queensland Department of Mines and Energy, the
Queensland Competition Authority or the Queensland
Energy Ombudsman.
Further details of the available schemes can be obtained
from the relevant authority’s website.
14. Privacy
We collect personal information about you to assist in
the operation of our business. Without this information
we may not be able to provide you with these products
and services. We may also use it to provide you with
promotional material. Please tell us if you prefer not to
receive this material. We may disclose your information
to organisations we engage to assist us, including credit
reporting agencies where you have failed to pay a bill
for over 60 days and we have sent you written notice of
the overdue payment, debt collecting agencies and our
authorised representatives. You can request access to this
information by writing to us.
15. Retailer of Last Resort
8
We may provide information on your connection to other
parties where you are to be transferred to a retailer of last
resort under last resort supply arrangements.

16. Guaranteed Customer Service Standards
We provide you customer connection services in
accordance with the Guaranteed Customer Service
Standards which form part of the Contract.
The below Guaranteed Customer Service Standards comply
with the requirements imposed by the Regulation.
The payments to be made under our Guaranteed Customer
Service Standards are not an admission of legal liability.
The payments will be credited to a bank account nominated
by you. It will not be paid in cash and will only be paid in
cheque at our discretion.
Hotline services
We have a telephone hotline that operates 24 hours a
day, seven days a week. If you want to give notice of or be
supplied with information concerning faults and difficulties
with our electricity works, then please call 13 20 80*.
If you want to give notice of or be supplied with information
concerning your bill, customer connection services or
any other goods or services provided to you under this
Contract, please call 13 23 91* during business hours.
* For the cost of a local telephone call. Calls from mobile
phones may be charged at higher rates.
Timely notice of planned interruptions to supply
From time to time we will need to work on our distribution
networks to improve them, undertake maintenance or
connect a new customer. This may mean we need to
interrupt your supply of electricity.
If we fail to give you at least two business days notice
of our intention to interrupt your electricity supply, or we
interrupt your electricity supply for longer than the time
we indicated to you when we gave you notice, then we will
credit your account by $20.
This standard does not apply to any interruption of supply
that arises for the purpose of enabling us to carry out
emergency work or which arises from circumstances
beyond our control.
Occasionally, because of emergencies, weather or other
circumstances beyond our control, even though we
have told you that we will be interrupting your supply of
electricity, this may not occur.
9

Repair of faulty street lights
If a street light is faulty please let us know. We will
normally repair it within 12 business days. If you report
a large group of streetlights that are not working, say, a
group in a number of streets, we will attempt to repair them
by the next business day.
If:
••
you are a customer whose premises abut that part
of the street usually lit by a street light; and
••
you are the first person to report that the street
light is faulty; and
••
we fail to fix that street light within
12 business days,
then we will credit your account by $15.
This standard only applies to street lighting systems owned
or maintained by us. This currently includes all street
lighting systems within our distribution area.
Punctuality in keeping appointments
Your time is important to us. If we make an appointment
with you, we aim to be on time and if we are late by more
than 15 minutes we will credit your account by $25.
Where unforeseen circumstances require us to reschedule,
we will notify you as soon as possible.
Timely provision of services
If we fail to provide you with customer connection services
under this Contract on or before the date agreed with you,
we will credit your account by $60 for each day that we are
late, up to a maximum amount of $300.
Time limit for new connection services
If your request is received before 3pm on a business day
we will connect your premises by the end of the following
business day. If your request is received after 3pm on a
business day we will connect your premises by the end
of the second business day following the day the request
was made.
Where the connection is required at a distance in excess
of 20km from a staffed field service centre, we will connect
you on or before the time we agree upon.
We are not required to connect your premises to our
distribution system within the period set out above unless
relevant equipment is in place and, if your premises is
10

new, the meter and service equipment have been installed,
inspected and approved.
No disconnection on weekends or public holidays
Where we are authorised to disconnect your premises
from our distribution system on grounds arising under this
Contract or under a customer supply contract, we will not
do so:
••
on a Friday, Saturday or Sunday;
••
on a public holiday or day immediately preceding a
public holiday; or
••
after 3pm on any other day.
No disconnection except after due notice
(1) Except for disconnection following a request by
either you or your retailer (where your retailer
has complied with applicable requirements for
disconnection), where we are otherwise authorised
to disconnect your premises from our distribution
system we will not do so unless:
(a) we have sent you at least two written notices
of our intention to do so, the second notice
being sent no earlier than one week after the
first notice; and
(b) we have made reasonable attempts to deal
with you in person or by telephone, whether
before or after sending any such notice, for
the purpose of assisting you to do whatever
is necessary to remove the grounds referred
to in that notice and documented those
attempts.
(2) In any notice or dealings as set out in clause 1
above, we must:
(a) specify the grounds authorising us to take the
action proposed;
(b) indicate the date on or after which the supply
to your premises may be disconnected if
those grounds are not removed, being a date
occurring no earlier than 14 days after the first
such notice is sent; and
(c) advise you:
(i) your rights under Part 2 of Schedule 3 of
the Regulation; and
(ii) in particular, of any rights that you may
11

have to have the complaint or dispute
referred to the Energy and Water
Ombudsman for resolution.
(3) If all other attempts to deal with you under clause
1(b), whether in person or by telephone, have been
unsuccessful, we will make at least one further
attempt to contact you outside business hours.
(4) Where we are required to issue you with a second
notice under clause 1(a), if you request that the
complaint (being a complaint that is covered by an
approved Energy and Water Ombudsman scheme)
be referred for resolution by the Energy and Water
Ombudsman, we will not disconnect your premises
until the date occurring three business days after
the date on which the complaint is so referred and
will not take any such action if, before that time, the
Energy and Water Ombudsman directs that such
action not be taken.
(5) Nothing in this clause affects any right or obligation
that we may have to disconnect your premises
arising from the operation of the Electricity Supply
(Safety and Network Management) Regulation 2008
or Electricity (Consumer Safety) Act 2004.
Notice to be given to customer after disconnection
If we disconnect the supply address (other than at the
request of a supplier) we must provide you with a notice to
the effect that the supply address has been disconnected
and which sets out:
••
the grounds on which the premises was
disconnected;
••
a telephone number for you to call to discuss the
matter with us;
••
the arrangements you will need to make to have
supply reconnected to the premises (including any
relevant fee);
••
the dispute resolution procedures available to you.
17. Other Standards of Service
We will use reasonable endeavours to comply with the
following service standards.
12

17.1 Quality of Services
We will use reasonable and practicable
efforts to provide you with a quality of service and
electricity supply consistent with best electricity
industry practice.
However, the ways in which other customers use
electricity and the exposure of the distribution
network to external interference may affect the
quality of electricity supply to you.
If you believe there is a problem with the quality
of supply of electricity, or if quality of supply is
important to you or to equipment you use, please let
us know. We may be able to recommend ways that
you can obtain the quality of supply you require.
17.2 Reliability of Services
We will use reasonable and practicable efforts
to provide you with safe and reliable service and
electricity supply. We cannot, however, guarantee
that electricity will be supplied to you
without interruption.
We may at any time temporarily disconnect your
premises or interrupt the supply of electricity if it
is necessary to avoid danger to life or property,
or to prevent interference with the supply to other
customers, or for the purpose of connecting or
restoring supply to other customers.
Reliability of Supply
Under our licence, we must pay you $80 (including GST)
where we exceed the interruption duration standard (as
defined in Table A) at your premises and you have made a
claim to us within three months of the interruption.
Under our licence, we must pay you $80 (including GST)
where we exceed the interruption frequency standard (as
defined in Table A) at your premises in a financial year and
you have made a claim to us within three months after the
end of the financial year to which the interruptions relate.
We will notify you whether you are eligible for payments
under these standards within one month of receipt of a
valid claim in accordance with our licence.
We are required to make only one payment of $80 to
you per premises in a financial year for exceeding the
interruption frequency standard.
We are required to pay no more than $320 to you per
premises in any one financial year.
13

Table A
Type of area in
which customer’s
premises is located
Interruption
duration
standard
(hours)
Interruption frequency
standard (number
of interruptions of ≥
hours)
non metropolitan 18 4 interruptions
≥ five hours
Note: All premises connected to Essential Energy’s
distribution network are deemed to be located in a non
metropolitan area.
Interruptions to be disregarded
In calculating the interruption duration standard or the
interruption frequency standard the following types of
interruptions (and no others) are excluded:
(a) an interruption resulting from the following
external causes:
(i) a shortfall in generation;
(ii) a failure or instability of the shared
transmission system;
(iii) a request or direction from an emergency
service organisation; or
(iv) a failure in another licence holder’s
distribution system.
(b) a planned interruption;
(c) an interruption within a region in which a
natural disaster has occurred and:
(i) the Minister responsible for administering
the State Emergency Service Act has
notified the Commonwealth of the
occurrence of an eligible disaster under
the Natural Disaster Relief Arrangements
in respect of that natural disaster for that
region; and
(ii) the interruption occurred during the
period for which Natural Disaster Relief
Arrangements have been notified;
(d) an interruption to an affected area (as set out
in Table B). These effects may include the
necessary operation of a circuit protection
device which interrupts supply to customers
in areas not directly impacted by severe
thunderstorm or severe weather.
14

(e) an interruption caused by third party actions
other than animal or vegetation interference
(e.g. vehicle-hit-pole, vandalism) where the
interruption is not also caused by any failure
of Essential Energy to comply with relevant
plans, codes, guides or standards (e.g. low
conductor clearance).
Table B
Phenomenon
Wind (Gusts)
Wind (Average)
Tornado
Blizzard
Flash Flood
Large Hail
Severe
Thunderstorm
Warning
Gusts 90km/h or
more
All tornados
Heavy Rainfall that
is conducive to
flash flooding or a
reported flash flood
Hail with diameter
of at least 2cm
Severe Weather
Warning
Gusts 90km/h or
more
Widespread
winds over land of
63km/h or more
(Gale force)
Widespread
blizzards in Alpine
areas
Heavy Rainfall that
is conducive to
flash flooding or a
reported flash flood
17.3 Response to Customer Enquiries
If you telephone us we will seek to respond to your
enquiry immediately. If we are not able to answer
your query immediately, we will take your contact
details and provide a response as soon as is
possible, usually within one business day.
If you write to us we will seek to respond to your
enquiry within three business days (at least with an
interim response).
17.4 Commencement of Services or Work including to
Remedy a Disruption to the Service
We will usually commence services or work in
response to an enquiry you have made, or where
there is a disruption to service we provide you under
the Contract within one business day, or as soon
as practicable taking into account the scale and
complexity of the services and the location.
15

17.5 Period of Notice to Carry Out Work that will Disrupt
the Service
In the event that work must be undertaken (other
than emergency work) that will disrupt the services
that we provide to you, we will provide notice in
accordance with the time provisions set out in
the Contract.
16

Notes
17

18
Notes

Notes
19

We’re here
to help.
Essential Service Centres
Albury
621 Dean Street
Balranald
90 Market Street
Batemans Bay
Shop 7
Bay Centre Plaza
Orient Street
Bathurst
151–153
George Street
Bega
219–221
Carp Street
Broken Hill
13 Chloride Street
Coffs Harbour *
102 Thompsons
Road
Cooma
138 Sharp Street
Cowra
Shop 12
Calare Building
Kendal Street
Deniliquin
26 Napier Street
Dubbo
168 Macquarie
Street
Forbes
91 Lachlan Street
Forster
16 Breese Parade
Goulburn
148 Auburn Street
Grafton
17 Prince Street
Griffith
310 Banna Avenue
Gulgong
102 Herbert Street
Hay
81 Lachlan Street
Hillston
151 High Street
Leeton
19 Pine Avenue
Lismore
81–83
Molesworth Street
Moree
223 Balo Street
Moruya
210 Araluen Road
Mudgee
102 Church Street
Narrabri *
1 Logan Street
Narrandera
113 East Street
Oberon
157 Oberon Street
Orange
187 Summer
Street
Parkes
Cnr Church and
Clarinda Streets
Port Macquarie
140 Lake Road
Queanbeyan
Ground Floor
City Link Plaza
30 Morisset Street
Tamworth
Electra Street
Taree *
Whitbread Street
Trundle
Forbes Street
Tweed Heads
39 Sunshine
Avenue
Wagga Wagga
2/209 Baylis
Street
Wentworth
24–26 Darling
Street
Young
53 Boorowa Street
* Payment facilities
unavailable
EPX0071_FEB11
For general enquiries call 13 23 91
For supply interruptions call 13 20 80
www.essentialenergy.com.au