Frequently Asked Questions

Any billing enquires need to be directed to your energy retailer who is the company you pay your bill to for electricity or gas. If required they will liaise with AusNet Services directly to assist you in resolving enquires.

Please contact the retailer you wish to stay with and ask them to raise an objection to this unauthorised transfer in order to retain you as their customer.

You do not need to use the same retailer; any retailer will be able to assist you with setting up a new account for connection of your property.

Your Energy retailer will need to escalate this for you. They must specify the acceptance of urgent request charges, as there additional fees for urgent requests, they must also specify why this is required as soon as possible. Once our New Connections area receives this email, they have up to 24 hours to respond to your retailer to advise if this request can be accommodated.

Unfortunately not, the Abolishment will be completed with the 20 business day time frame and we cannot speed or rush this service order through and it is subject to Fault and Emergency works.

We recommend purchasing a Power Industry locks from major hardware stores (Mitre 10, Bunnings, Specialised locksmiths) we do not accept keys to other types of locks.
Our field crew all have master keys to access these specialised locks as do emergency services.

Unfortunately we don’t accept meter reads from customers, you can contact your retailer, request a special read and we will re-attend your property.

Please contact your retailer; they will register your concession number for you.

Step one - Your first step in connecting to our electricity network is to determine if the powerlines and poles need to be extended in order to power your premises. Please ask your electrician for guidance.   If our powerlines and poles need to be extended or upgraded, otherwise known as augmentation, please refer to the Commercial, Industrial and Developer Connections section of our website.   Once the network extension is completed, you can continue with Step Two - request new metering at your premises.  
Step two - Engage a Registered Electrical Contactor (REC) to complete the required electrical works and obtain a signed Certificate of Electrical Safety (CES) and an Electrical Works Request form (EWR).  
Step three - Submit your request to your chosen retailer, along with the completed CES and EWR forms.  
Step four - Your retailer will then submit the relevant Service Order and your completed paperwork to AusNet Services.  
Step five - AusNet Services will then validate your Service Order. The timing for service orders begins once AusNet Services has validated and accepted your Service Order and all required paperwork has been received.  
Step six - AusNet Services will action the project.
If you require further information, please call 1300 360 795.

New connection service orders can take up to 10 business days from when we accept the service order and paperwork from your Electricity retailer.

We have up to 48 business hours to accept the order from when your retailer sends us your service order and all paperwork.

Orders can take up to 20 business days to complete. A truck appointment will be organised directly with your electrician.

Your REC (Registered Electrical Contractor) will need to organise paperwork to be sent to your energy retailer and a service order will be raised.

Your electricity retailer will quote you on the cost of a truck appointment fee.

If the work can be done within the 1 hour you will be charged 1 X Truck appointment fee.

If you require for the power to be disconnected for longer than one hour or you want the truck to return later in the day to restore power you will require 2 Truck appointments.

Please fill out our supply request form for this information.

All AusNet services smart meters start with a meter I.D number of 4. You can find the meter number at the front of your electricity meter.

NMI stands for National metering Identifier and this is attached to both the property and the meter it starts with 6305 and is 11 digits long.

The NMI will be located on either the front page or the back page of your Electricity Bill from your retailer.

Smart meters will be remotely read between now and March 2017.

Go to the Electricity Tab on the home tab and scroll down and double click on the connections tab, scroll down to the bottom of the page and here you will find the connection forms.

Please direct all tariff enquiries to your electricity retailer they can discuss the tariffs they have available for you.

The cost estimate provided is an indication of cost and should be used as a guide only. If you wish to proceed with the works, prior to engaging any third parties for the works, we strongly recommend you get a quote. The quote amount may differ from our cost estimate.

The time taken to process your quote will depend on the complexity of work that needs to be completed. In general, a standard connection can take up to 20 days to process and a negotiated connection (more complex) can take up to 65 days to process. Similarly, equipment relocation works is also considered a negotiated service and may take up to 65 days to process. 

 

If the submitted request form is incomplete or inaccurate this may further delay the time taken to process your quote.  

It depends on the type of work, but most are valid for 60 days. 

When determining the estimate, the Calculator is not able to account for unique social or environmental conditions that may impact the price of works. For example, the calculator is not able to make assessments on the cultural heritage status of the land, any vegetation obstacles, adverse ground conditions or obstructing railway crossings which tend to impact the price of works. This is main reason for cost differences between the estimate and the quote and why we suggest you obtain a quote before commencing any works on our network.  

The time taken to complete the work necessary to establish a new connection to your property depends on the complexity of the works. We endeavour to have the majority of the construction works completed with 16 weeks . We advise you to speak with your project manager (appointed when you receive a quote) for further detail.

The time taken to complete the work necessary to relocate assets on our electricity network depends on the complexity of the works. We endeavour to have the majority of the construction works completed with 16 weeks.   We advise you to speak with your project manager (appointed when you receive a firm quote) for further detail.

Safely performing work on our network requires significant effort and expertise from our business. What may seem like a simple project (i.e., connecting electricity to a new house) typically involves input from a range of people including engineers, network planners and field crew. It also requires the installation and maintenance of expensive equipment. 

It’s important to note that as a regulated business, all of our prices and charges are reviewed and approved by the Government.

The Connection Cost Calculator provides estimates for the costs associated with establishing a new connection to your property (i.e., where an electricity point does not exist) and moving equipment (i.e., poles, service pits and street lights) on our network. 

The Connection Cost Calculator provides an estimate for the costs associated with relocating existing poles. Please note that we are not able to relocate equipment on our network for aesthetic purposes.

A service pit is a container installed in the ground to your property boundary that holds the electrical connection between AusNet Services’ cable and your private electrical cable allowing electricity to be supplied to your property. A Registered Electrical Contractor (REC) can then connect your house to the electricity supply. Here is an example of a service pit installed in the ground.

Overhead networks are the most cost effective way to transport power over long distances. Undergrounding of powerlines can reduce maintenance costs, but these savings do not offset the substantial constructions costs that are incurred. 

If you have any questions, please contact Customer Services on 1300 360 795.

If you have any questions, please contact your appointed Project Manager.

A gas meter fix takes 2 business days after receipt of the request from your retailer.

Please contact your gas retailer and request a meter alter position, they will send a request to AusNet services and an appointment will be organised to provide you with a quote.

Please speak to you gas plumber he will assess if a gas upgrade of supply is required.

If we’re unable to safely access your meter, we will advise you of the reason for this by leaving a card in your mailbox.

If possible, consult your electrician or plumber during the planning phase to discuss the best location for your meter, and avoid creating gardens or building fences that restrict access.

For more information about reading you meter, please browse the following information:
-        Single phase meters
-        Dual phase meters 
-        Multiphase meters

To find out approximately when your next meter reading is due, please refer to your electricity bill or contact your electricity retailer.

myHomeEnergy is a free web portal that displays data from your smart meter in a graphical way, and allows you to extract your data in a format that is compatible with online comparison tools, including Victorian Energy Compare. 

Our equipment that carries power to your house can detect when an object such as a tree branch comes into contact with our power lines. For safety, the power will be momentarily shut off and restored when it is safe to do so if the object has been removed.

We will notify you by mail before any planned outages so that you can make preparations for the duration of the power outage. You can also check www.outagetracker.com.au for upcoming outages in your area, including the status and durations of outages. You can also contact us by email on faultsinfoline@ausnetservices.com.au or contact us on 1300 362 026.

If your household or business requires power during a planned outage, you may be able to arrange a generator from a local service provider. AusNet services cannot provide a generator service to you directly.

Householders or businesses should first check if the fault has been caused because your circuit breaker or safety switch has operated. If there’s still a fault, contact us on 13 17 99.

Householders or businesses should first check if the fault has been caused because your meter has been turned off. If it has been and it is within business hours, please contact your retailer who is the company you pay your bill to. If you have a gas leak at your property or it is out of normal business hours, please contact us on 13 67 07.

It is important to ensure both your retailer and AusNet Services is aware of any Life Support requirements at your property. AusNet Services will take additional measures to ensure we keep you informed of interruptions to your supply and any future planned outages in your area.

Any billing enquires need to be directed to your energy retailer who is the company you pay your bill to for electricity or gas. If required they will liaise with AusNet Services directly to assist you in resolving enquires.

If you see a hazard, it should be reported to AusNet Services or another local distributor in your area so that we can make the area safe for our customers. Please report any hazards for electricity on 13 17 99 or gas on 13 67 07.

Street Light faults can be reported to AusNet Services directly, please take note of the pole number printed on the street light pole so we can ensure we inspect the correct one. Please email the details to us at streetlight@ausnetservices.com.au or contact us on 13 17 99 and press option 4.

Natural gas is an environmentally friendly, clean burning and naturally occurring energy source often used for heating, cooking and electricity generation. Consisting primarily of methane and other hydrocarbons, natural gas is regarded as an affordable, reliable and safe energy source.

There is negligible difference between the running efficiency of LPG and natural gas. However, natural gas is delivered via underground mains (pipes) as opposed to truck deliveries – bulk supplied or bottles – for LPG.
 
Regarding price, the cost of LPG is determined by the retail outlet, whereas natural gas is typically more stable and cheaper, as its delivery cost is regulated by the Australian Energy Regulator.

Most appliances can be converted, however, check with a registered plumber beforehand. The costs of converting your LPG appliance to natural gas are usually recovered within a short period after conversion. Conversion costs can vary with the make and model of the appliance.
 
Note: All LPG ‘flue-less’ heaters are not able to be converted to natural gas in Victoria.
 

• Greater choice of appliances
• Natural gas is convenient and has an excellent record for reliability of supply.
• Natural gas meters are a fraction of the size of obtrusive LPG tanks.
• LPG delivery trucks are less likely to frequent your street making it safer for pedestrians and a more tranquil setting.
• Natural gas adds value to your house.
• Compared to electricity, natural gas appliances are many times better for the environment with lower greenhouse emissions.
• Replacing wood heating with natural gas is more convenient and cleaner for your neighbourhood.
• Your natural gas bill typically comes bimonthly, allowing you a longer period before payment is required, whereas LPG and wood are generally upfront purchases.
 

The Victorian Government launched the Energy for the Regions program to supply natural gas to 14 targeted regional and rural Victoria towns.
 
The government has committed $100 million to the program, which will explore the viability of connecting natural gas to new regions by extending the existing underground distribution network or through non-traditional means.
 
Regional Development Victoria (RDV) is delivering the program on behalf of the government. Any formal agreement between RDV and the gas distribution network owner – AusNet Services, Envestra and Multinet – to extend the network to these towns is subject to Australian Energy Regulator approval.

AusNet Services has developed maps illustrating where the gas mains (pipes) will be rolled out.
 
If a gas main is installed within your street then you can lodge an application to your chosen natural gas retailer for connection to the network.
The energy retailer will then contact AusNet Services to assess the economics of the connection. For most domestic connections there is no charge from AusNet Services for connection. If there is an economic shortfall for connection, you will be notified by the retailer and given the opportunity to contribute funds to gain access to natural gas.

Residents are encouraged to speak with their neighbours and register their interest with an application to a natural gas retailer. The energy retailer will then contact AusNet Services to assess the economics of the mains extension and an offer to connect will then be fed back to you via the energy retailer. There may be cost associated with the connection.
 
Click here for more information.

In the majority of cases, new connections to the gas network are provided free of charge from AusNet Services.

There may be specific circumstances where customer contributions are necessary to facilitate connection.

AusNet Services will consult with customers – through the retailer – on these potential cost prior to connection.
 

In the street, the natural gas main is generally laid in the nature strip or if this is not possible, the main may be laid under the roadway or footpath. Typically only one main is laid in each street.

From the street main, a service pipe into the customer’s property is typically laid at right angles to the designated location of the gas meter. The gas meter is typically located at the front non-driveway corner of each residential or commercial premise.

In rare circumstance where the primary residence is located a far distance from the property line, the gas meter may be located at the property boundary.

No. Your gas service and electricity service cables are independent of each other.

It is your choice to convert to natural gas or continue using bottled gas, but we encourage you to pursue the benefits of natural gas conversion.

For most residential connections, AusNet Services installs its own meter upstand piping up to the front non-driveway corner of the home where the meter is fixed. After this point consumer piping connects your appliances to the gas meter and all work on this section is the householder’s responsibility.
 
AusNet Services provides a pressure of 2.75 kPa (at the gas meter) to match the pre-existing pressure of LPG so that customer piping replacement costs, if any, are kept to a minimum, provided it was originally installed to the plumbing code AS5601. We recommend checking with your plumber to determine if your consumer piping requires changing. In all cases LPG appliances need to be converted to run on natural gas to enable sufficient energy to the appliance.

You will need to apply for gas with a gas retailer. Once registered, AusNet Services will arrange through your retailer for appropriate works to be done, such as installing a service line and gas meter to your property.

The natural gas rollout for new towns is going to be guided by the number of applications we receive in from the energy retailers for given streets. Therefore where possible we will prioritise those streets with the most gas applications.