Connection issues

The first thing to understand about your gas and electricity connection, is that you will have a provider and a distributor.

Your distributor is the company that owns and maintains the infrastructure that delivers electricity or gas to your property. This is different from your energy provider who buys electricity and/or gas and sells it onto you.

Who your distributor is will depend on what distribution network you’re in. You can find out who your electricity or gas distributor is here.

If you need a new gas or electricity connection at your property, or need to change your existing connection (e.g. move it or increase its capacity), the first step is to contact your energy distributor. You will also need to get your builder or, in the case of an electricity connection, a licensed electrical contractor involved. Your builder or electrical contractor may contact the energy distributor for you.

You should start this process as soon as possible because a new connection can take some time.

If your distributor needs to design and build a new connection or upgrade an existing connection, they will give you a connection offer.

The offer outlines the cost of the work, and any terms and conditions.

If you have a complaint about the offer that you can’t work out with the distributor directly, contact the Australian Energy Regulator for assistance.

The next step is to open an account with an energy provider. Read more advice on choosing an energy provider. 

Once you’ve set up your account, your provider will ask the distributor to start your connection.

Your contractor, builder or fitter also needs to send a form to the distributor to start.

After the distributor gets the forms they need, it can take up to 3 weeks to complete the connection. If the distributor needs to upgrade their network to provide a connection it may take longer.

Once the connection is completed the distributor’s costs will be billed to you through your energy provider.

Connection delays can occur for many reasons, including:

• problems with forms — make sure you complete the right forms correctly. If you’re not sure, ask your builder or electrical contractor for advice
• incomplete address — give your provider the full, complete address and consider using the council plan to check it
• incorrect address — give the address where the connection is needed, which may be different from your current address
• bad weather
• contractor or fitter work that doesn’t meet the distributor’s requirements.
• redesign or upgrade to the distribution infrastructure – don’t book other services or works until you know when the upgrade will be completed.

To help avoid delays, make sure the building site is ready for the connection work to start.

Also consider:

• safety at the site
• any required network upgrades
• access to the site
• traffic control measures.