If you need a new gas or electricity connection at your property, or to change your existing connection (e.g. move it or increase its capacity), contact your energy retailer or distributor, or a licensed electrical contractor if required .

Your distributor is the company that owns and maintains the infrastructure that delivers electricity or gas to your property.

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

Getting a connection offer

If your distributor needs to design and build a new 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.

Starting the connection process

To open an account, you need to:

1. choose an energy company
2. choose an energy contract.

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

Your contractor 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.

Avoiding delays

Connection delays can occur for many reasons, including:

• problems with forms—make sure you complete the right forms correctly
• incomplete address—give your retailer 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.

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.