Forms, Connection Applications & Publications

 

Customer charters

Electricity network

Your rights and obligations as our customer are set out in the terms and conditions for ongoing supply services summarised in the ActewAGL Distribution Customer Charter.

The Customer Charter contains information on:

  • the roles of the electricity distributor and electricity retailer
  • the rights and obligations of a distribution customer
  • when customers should contact AAD-EN and how to make an enquiry or complaint
  • the arrangements for connection, disconnection and reconnection of electricity supply, and
  • the quality and reliability of electricity supply including details of Minimum Service Standards and rebates.

The deemed standard connection contract applies to customers who consume less than 100MWh of electricity per annum. These terms and conditions cover your rights and obligations as our customer and include items such as site access and notifications of network outages.

Customers who take supply of electricity at their premises are automatically deemed to have accepted this contract at the time they first take supply. The exception to this is where a customer requests a new connection or an alteration to an existing connection and this customer is the same customer that will take supply of energy.

In this instance the deemed contract will take effect when the contract for a physical connection is accepted by the customer.

Natural gas network

Your rights and obligations as an ActewAGL Distribution gas customer are outlined in our gas customer charter. This document contains information such as minimum service standard and rebates and energisation and re-energisation process and timeframes as well as references for further information.

Connections & applications

Electricity

General

Basic connections

Routine, major, minor and commercial connections

Greenfield Estate Development

Natural Gas

To help us process your new gas connection request please submit your application as early as possible. The wait time is currently around six weeks. We’d like to apologise for any inconvenience caused – we are working hard to ensure all transactions can be completed in a timely manner. If you have any concerns about your lodgement or require further information please call ActewAGL’s gas enquiries line on 1300 137 078.

The above applications are best completed through our natural gas portal. Please note manually completing application forms may result in processing delays.

Ongoing connection contracts

Electricity network

This service relates to the supply (not sale) of electricity. The terms and conditions which apply are based on the demand load of the premises. 

Deemed standard connection contract

The deemed standard connection contract applies to customers who consume less than 100MWh of electricity per annum. These terms and conditions cover your rights and obligations as our customer and include items such as site access and notifications of network outages.

Customers who take supply of electricity at their premises are automatically deemed to have accepted this contract at the time they first take supply. The exception to this is where a customer requests a new connection or an alteration to an existing connection and this customer is the same customer that will take supply of energy.

In this instance the deemed contract will take effect when the contract for a physical connection is accepted by the customer.

Natural gas network

As a gas distribution customer, we will respect the terms and conditions of our Deemed standard connection contract. This contract covers the following main areas:

  • Planned and unplanned interruptions of your gas supply
  • Conditions and timeframes for disconnecting and reconnecting your gas supply
  • Management of complaints and disputes
  • Life support equipment
  • Conditions in which your gas retailer would interact with us on your behalf

Life support equipment

If someone residing at your premises depends on the following electrically-operated life support equipment you are entitled to register for life support. Learn more about registering your premises for life support.