We’ve recently discovered an issue where emails sent to Gmail account users are being delayed for up to 12 hours.
This has affected some of our email communications, including:
• one-time password emails sent to users registering for our customer portal
• users trying to change their password
• emails sent to portal users with updates on their application status.
If you have already registered and have a customer portal account, you can still log in as normal.
We’re currently working with Google to resolve this issue, however this may take up to 14 days. We apologise for any inconvenience caused.
What you can do
Electricians, administrators and solar installers
- If you need to register for our customer portal, try using a different email account provider (such as an Outlook or Yahoo account).
- If you don’t have a different email address and urgently need to raise a metering application (EWR or VESI), please email your completed form to: customer.connect@ausnetservices.com.au. We will raise these manually until the issue is resolved.
- If you need to raise a solar pre-approval application, please email: preapprovals@ausnetservices.com.au. There may be a delay until the issue is resolved.
Property owners or property contacts
- Until we fix the issue, please contact your electrician to get an update on your application. We apologise for the inconvenience.
Password reset
- If you need to change your password in our customer portal, please wait until we have resolved the issue.
If you have any further questions, please call us on 1300 360 795.
