Terms of use
View the current customer portal terms of use applicable until 24 August 2025.
Terms and Conditions for Registration and Use of EnergyConnect
1. Agreeing to these Terms
EnergyConnect (known as ‘the Customer Portal’ until 25 August 2025) is operated by AusNet Electricity Services Pty Ltd (ACN 064 651 118) (AusNet, we, our or us) for the purpose of allowing persons (including companies, partnerships and other entities) (you) to:
a. apply to receive an offer from us to provide electricity supply, removal or asset relocation services (the Supply Offer);
b. apply to receive an offer from us to provide a solar connection (the Solar Offer); 158101
c. apply for a major connection, including generation connections larger than 1.5MW and High Voltage Load;
d. apply for metering connection, alterations, or disconnection services (the Metering Services);
e. view existing applications for either a Solar Offer or for Metering Services;
f. update your contact details; and
g. any other functions that may be added to EnergyConnect from time to time.
In consideration of AusNet providing you access to EnergyConnect and by accessing EnergyConnect and clicking [‘I have read and understood AusNet’s Privacy policy and Terms and Conditions for Registration and Use of EnergyConnect’], and each subsequent time you access EnergyConnect, you agree to be legally bound by these terms and conditions (the Terms) and the AusNet Privacy policy (the Privacy Policy). You must read the Terms carefully before accessing EnergyConnect.
You acknowledge and agree that, although these Terms are a contract between you and AusNet, these Terms are also for the benefit of each of our related bodies corporate (as that term is defined in section 50 of the Corporations Act 2001 (Cth)) and we are holding any such benefit on trust for our related bodies corporate.
These Terms apply only to your use of EnergyConnect and the information and data exchanged through it. These Terms do not constitute an agreement between you and AusNet for the provision of any goods or services, by one party or the other, other than the services specifically set out in these Terms. These Terms do not impose any obligation on us to contract with you in relation to provision of a Solar Offer, Metering Services or any other good or service not specifically set out in these Terms.
2. EnergyConnect
EnergyConnect allows you to make an application to AusNet to receive a Solar Offer (Solar Application) for connection of solar energy equipment to the Victorian electricity network, apply for Metering Connection Services, apply for a Supply Offer (Supply Application) to upgrade, extend, or change our network, apply for major connections greater than 1.5MW and any other functions that may be added to EnergyConnect from time to time.
These terms govern all users of EnergyConnect, including any persons who use EnergyConnect on behalf of the relevant site-owner (the Customer).
3. Supply Connection Customers
EnergyConnect allows you to apply for a Supply Offer (Supply Application) to upgrade, extend, or change our network, or for asset relocation services. A separate contract will be provided to you at the time an Offer is made which governs the work required to provide the electricity connection or asset relocation services. These Terms do not apply to the electricity connection or asset relocation services. Your use of EnergyConnect and any Supply Offer made by us is conditional on your acceptance of and adherence to these Terms.
4. Solar and major connection Customers
EnergyConnect allows you to submit your Major Connection or Solar Application, track your Application and take other preliminary steps to facilitate the granting of an Offer by AusNet including the assessment and analysis of your Application.
Following receipt of your Application, AusNet will assess the information you provide and may make an Offer to you. We reserve the right to reject your Solar Application or not make a Solar Offer in our absolute discretion.
If we make a Solar Offer to you, a separate contract will be provided to you which governs the work required to provide the solar connection. These Terms do not apply to the solar connection services under that separate contract.
If we make a Major Connection Offer to you, a separate contract and any relevant agreements will be provided to you which governs the work required to provide the connection. These Terms do not apply to the connection services under those separate agreements.
Your use of EnergyConnect and any Offer made by us is conditional on your acceptance of and adherence to these Terms.
5. Metering Services Customers
EnergyConnect allows your registered electrical contractor to submit an EWR for metering connection services, apply to vary or amend an existing connection or for Customers to apply to remove a meter (Metering Application).
Customers and industry workers (other than registered electrical contractors) accessing EnergyConnect may only use it to apply to have an existing meter disconnected or to view the status of an existing Metering Application. All other Metering Services must be applied for by your registered electrical contractor on the Customer’s behalf.
You expressly agree that, when third parties, such as registered electrical contractors, are submitting requests in EnergyConnect on your behalf, they have the authority to do so and to accept these Terms on your behalf.
6. Authority to Act
If you use EnergyConnect or submit a Solar Application or Metering Application on behalf of another person, or a corporation, partnership or other entity, you warrant that you have obtained all required consents and permissions to accept these Terms and have been granted full authority to use EnergyConnect and make an application on the relevant person’s or entity’s behalf.
You must ensure that for any person you submit an application on behalf of, understands these Terms and the Privacy Policy. You further warrant that you have informed any relevant person that they will be contacted by AusNet in relation to EnergyConnect and any application made on their behalf.
7. Fees and Charges
Registration and access to EnergyConnect is provided to you free of charge in exchange for your agreement to these Terms.
You may incur additional fees in relation to the assessment of your Solar, Supply and Major Connection Application or in the provision of Metering Services or any Offers by AusNet. Where you are required to make a payment, for example, if you require a supply connection preliminary assessment enquiry, you may have the option to pay the fee upfront through EnergyConnect or receive an invoice via email with payment instructions. Metering Services Customers will be charged separately by their nominated retailer for any related work fees once the work is completed.
While payment transactions are handled by a third-party payment provider, AusNet may collect and store your bank account details for refund purposes. Any financial or banking related information you provide will be collected in accordance with applicable privacy laws and our Privacy Policy.
AusNet uses a third-party payment provider to process payment transactions via EnergyConnect. These transactions are also subject to the third-party provider’s terms and conditions, which are available on their website or upon payment. While due care has been taken to ensure that any information you provide is stored securely, we cannot make any guarantee regarding the storage or use of that information via the third party payment provider. By proceeding with payment through the third-party payment provider’s site, you acknowledge and agree:
a. payments made will be governed by these Terms and are made for the benefit of AusNet, and are to be made without set off or deduction;
b. AusNet makes no guarantee, and (except to the extent liability cannot be excluded at law) accepts no liability, in respect of the handling, use or disclosure of that information via the third-party payment provider; and
c. you release us from any liability, cost, or damage you may incur in relation to your use of the third-party payment provider and providing your financial information and personal details for payment, including for any breach of security or unauthorised access or use of information.
If you do not agree to the third-party payment provider’s terms and conditions, you may contact AusNet directly to arrange an alternative payment method. Please note that opting out may affect the speed or convenience of processing your application.
For Solar, Supply and Major Connection Customers, fees for the delivery of works will be charged separately pursuant to the terms of the Offer and a final contract between you and AusNet.
8. Handling and use of your personal information
In these Terms, the term "personal information" has the same meaning as in the Privacy Act 1988 (Cth) and includes your name, contact details, bank or payment details, and information in relation to the supply address or industry service provider.
We will collect, use, handle and store your personal information and data received as part of your use of EnergyConnect in accordance with the Privacy Act 1988 (Cth), the Privacy Policy, and these Terms.
9. Providing your personal information
By agreeing to these Terms, you agree to allow us to collect and use certain personal information about you. You acknowledge and agree that the personal details we collect from you contain unique identifiers that can be used to ascertain your identity.
You represent, warrant, and agree that all personal information provided in your Application is accurate, current, and submitted with your full consent. Where you are submitting an Application or entering details on behalf of another individual, you further warrant that you have obtained the individual’s consent to provide their information and for AusNet to contact them in connection with the Application or the use of EnergyConnect.
Further, you acknowledge that we may obtain further personal information about you to assess your Metering Application, Supply Application, Solar or Major Connection Application, and provide you with an Offer and you provide all necessary consents to us to obtain personal information for those purposes.
10. Use of Personal Information
By clicking on ["I have read and understood AusNet’s Privacy Policy and Terms of use"], you consent to:
a. the use of your personal information to verify your identity for lawful purposes;
b. the provision of your personal information to your retailer and our subcontractors for the purpose of providing you with either a Solar Offer or Metering Services;
c. the use of your personal information in a de-identified form for research and market analysis purposes;
d. the use of your contact information, and receipt of related communications, to perform multi-factor authentication;
e. the use of Optical Character Recognition (OCR) technology to extract and convert information from images or scanned documents submitted via EnergyConnect into machine-readable text;
f. us sending you emails or SMS text messages for the purposes of providing you with a Solar, Major Connection, Supply Offer and Metering Services or for any related administrative or ancillary matters such as notifying you of installing, supplying, connecting, and maintaining meters in accordance with the Privacy Policy; and
g. us sending emails or SMS text messages for related administrative or ancillary matters relating to the use of EnergyConnect such as, but not limited to, password resets, requests for additional information, and details about when the services are expected to commence.
You may withdraw the consents provided under these Terms under clause 18 (Withdrawing your consent).
11. Additional information for agents, corporations, industry services providers and other entities
If:
a. you are a corporation, partnership or any other entity which is not an individual; or
b. accessing this portal as an agent for another individual,
then you are responsible for obtaining all relevant consents from, and providing all relevant notices to, individuals whose personal information is provided by you to us in connection with EnergyConnect, to ensure all dealings with such information comply with privacy laws.
You warrant that you have informed any individuals on behalf of whom you are submitting an Application or who you are inserting their details into EnergyConnect that AusNet will contact them in relation to the application or the use of EnergyConnect.
12. Changes to these Terms
To the extent permitted by law, we may modify, upgrade, or make other changes to the Portal from time to time in our absolute discretion. We may vary these Terms at any time. If we do so, and we reasonably consider that any such variation causes you no detriment, we will publish the varied terms on EnergyConnect. Otherwise, we will provide you with reasonable advance notice of any such variation in writing. You may withdraw your consent at any time under clause 18 (Withdrawing your consent).
13. Availability of EnergyConnect
EnergyConnect may require maintenance or downtime from time to time and there will be times where EnergyConnect is unavailable.
If EnergyConnect is unavailable, you can contact AusNet using the following methods:
• For solar applications: preapprovals@ausnetservices.com.au
• For supply applications: EnergyConnect@ausnetservices.com.au
• For major connection applications: EnergyConnectionsSG@ausnetservices.com.au
• For metering applications: customer.connect@ausnetservices.com.au
• For all other general enquiries: 1300 360 795
14. Licence to use EnergyConnect
EnergyConnect is for your personal use only. You must not use EnergyConnect or any content on it for commercial purposes or for any purpose other than making an Application or obtaining an Offer, without obtaining a licence to do so from us.
We own or licence all title and interest (including intellectual property rights) in EnergyConnect and all content on EnergyConnect. Your use of EnergyConnect does not grant or transfer to you any rights, title, or interest in relation to EnergyConnect. You must not:
a. copy or use, in whole or in part, any content on EnergyConnect;
b. reproduce, retransmit, distribute, disseminate, sell, publish, broadcast, or circulate any content on EnergyConnect to any third-party; or
c. breach any intellectual property rights connected with EnergyConnect, including (without limitation) altering or modifying any of the content on EnergyConnect, causing any of the content on EnergyConnect to be framed or embedded in another website or Customer Portal, or creating derivative works from the content of EnergyConnect.
You grant to AusNet a perpetual, irrevocable, licence to use, modify, and adapt all drawings, descriptions, and other material provided by you to AusNet through EnergyConnect for the purpose of providing you a Solar, Major Connection, Supply Offer and Metering Services. AusNet may include any such materials in its databases and other computer systems and use or modify such materials in connection with the operation of its business. AusNet may sublicence the rights granted to it under this clause.
15. Your warranties and obligations
Registration to EnergyConnect entitles only one user to use EnergyConnect and it is a breach of these terms to share your log-in details or allow any user to access EnergyConnect using those login details.
You must:
a. ensure that any logins and passwords that are used by you to access EnergyConnect and the details of your account are kept in a safe and secure manner;
b. notify AusNet immediately if you are or become aware that there is or has been an unauthorised use of your login and password or account, or any other security breach relating to your account; and
c. make all best efforts to restrict access to EnergyConnect and information delivered by EnergyConnect to only persons who are expressly authorised to use EnergyConnect.
In submitting a registration request to use EnergyConnect, and in making an Application to us, you warrant that all information and data you provide to us is true, complete, up to date, and accurate and that you have the authority to disclose such information and data. You must ensure that your access to EnergyConnect is not illegal or prohibited by law.
You must not use, or attempt to use, EnergyConnect:
a. for any unauthorised commercial purpose or in any manner that competes with AusNet or the businesses of its related bodies corporate; or
b. to breach any law or regulation or allow any person to do the same; or
c. to infringe another person's rights or expose us to liability or do anything which could, in our opinion, bring us or our service providers into disrepute.
16. Indemnity
To the maximum extent permitted by law, you must indemnify us, and hold us harmless, against any losses, liabilities, costs, expenses, or damages (including actual, special, indirect, and consequential losses or damages of every kind and nature, including all legal feels on a solicitor-client basis) suffered or incurred by us due to, arising out of, or in any way connected with:
a. any inaccuracy, omission, defect or error in any material or information that you submit, post, transmit, or otherwise make available through EnergyConnect; or
b. any negligence, misconduct, breach of these Terms or violation of any applicable laws by you.
This indemnification will be proportionately reduced to the extent that any losses are caused or contributed by:
a. a breach of these terms by AusNet, its employees, contractors, or agents, or
b. any gross negligence, wilful misconduct, fraud, or material error that was solely the responsibility of AusNet, its employees, contractors, or agents.
17. Our Warranties and liability
The Competition and Consumer Act 2010 (Cth) and other consumer protection laws provide certain statutory guarantees, conditions, warranties, or rights that cannot be excluded or limited.
Subject to the above paragraph, and the extent permitted by law apart from statutory consumer guarantees under the Australian Consumer Law and any other non-excludable statutory rights, we give no guarantee, condition, warranty or undertaking, and make no representation to you, regarding any matter, including as to the suitability of EnergyConnect or the quality, fitness or safety of any Offer made to you or future connection works that AusNet may undertake.
Any liability we have to you under these laws that cannot be excluded but that can be lawfully limited is (at our option) limited to providing equivalent services provided under these Terms or paying you the cost of acquiring equivalent services.
To the maximum extent permitted by law, we are not responsible for any loss, damage or expense, howsoever arising, whether direct or indirect and/or whether present, unascertained, future or contingent suffered by you or any third-party, arising from any inaccuracy, omission, defect or error in any information or material provided by you relating to your use of EnergyConnect or as a result of connection any inaccessibility of, interruption to or outage of EnergyConnect or any loss or corruption of data, the security of EnergyConnect, viruses or the fact that the certain information on EnergyConnect may be incorrect, incomplete or out-of-date.
We have no control over the transmission of data or use of internet outside of our networks. We make no representation or warranty in relation to data security, viruses or other interruptions which may arise in your use of EnergyConnect.
18. Termination
You may terminate this agreement at any time by providing us 3 days’ notice in writing and discontinuing your use of EnergyConnect.
If we reasonably consider that you have engaged in, or your use of EnergyConnect is involved in, any fraudulent, unlawful, or dishonest activity (including if you breach any of your obligations under these Terms), we may cancel your account, withdraw any Offer made to you and withhold or suspend the provision of any services without affecting our accrued rights and obligations.
Upon termination, your account will be disabled or deactivated, and you will no longer be able to access EnergyConnect.
19. Withdrawing your consent
You may by written notice to us withdraw the consents or agreement to these Terms at any time by using the General Enquiries form on the Contact Us page of our website. Select Customer, then select Customer Portal Support from the drop-down menu. Upon withdrawal, your account may be cancelled, and you may lose access to EnergyConnect.
If you withdraw consent, AusNet may not be able to provide the Offer or Services to you if we do not have your consent.
20. Governing law
These Terms are governed by the law of Victoria, Australia. You consent to the jurisdiction of the courts of the State of Victoria in relation to these Terms.
21. Severability
If a provision of these Terms is held to be void, invalid, illegal, or unenforceable, that provision must be read down as narrowly as necessary to allow it to be valid or enforceable. If it is not possible to read down a provision (in whole or in part), that provision (or that part of that provision) is severed from these Terms without affecting the validity or enforceability of the remainder of that provision or the other provisions in these Terms.
Nothing in these Terms affect or limit the terms of other agreements between you and AusNet.
22. Further information
For any questions and notices, please contact us by using the General enquiries form on our website. Select Customer Portal Support from the drop-down menu.
Last update: 29 July 2025