Property Owners - have questions?
You should always call 000 straight away if there’s an emergency – like if you smell a gas leak, or if there’s any risk to someone’s life or property (you can find more details about that here).
If your power or gas goes out, or there’s a fault, contacting your distributor is usually the best place to start. If there’s an outage, they’ll usually be able to tell you when your power or gas should be back up and running.
If you're not sure whether there's an electricity supply at the site, you can check with the distributor. And if you have any questions about natural gas supply, we’ll be happy to help out – just give us a call on 1300 132 480 (we’re available weekdays 8 am – 5 pm AEST).
You’ll need to get your electrical paperwork submitted as soon as you can, and make sure there’s clear access to the electricity meter box. We can let the meter provider and/or your distributor know the connection’s urgent – but keep in mind, they’re booked weeks in advance, so there’s no real way to fast track the process.
You’ll need to fill in the Gas Application form as soon as you can, and make sure the site is at lock-up, completely clean and free of debris. Then, give us a call on 1300 132 480 to let us know when the handover is scheduled to happen – we can let the distributor know the connection’s urgent, but keep in mind they’re booked weeks in advance, so there’s no real way to fast track the process.
Timeframes are set by the meter provider and/or the distributor, and can depend on things like weather and the complexity of your job. But to avoid hold ups, it’s a good idea to submit your forms early in the construction process, and make sure they’re filled out correctly. You should also check that the site is clear and ready, and that the account’s in your name when your builder submits the initial 'Request for a new energy account' form. You'll find all the forms you need here - just click on your state tab first.
Sometimes, a network field crew need to go onsite along with the electrical contractor to perform works that couldn’t be done otherwise – they may need to disconnect an overhead supply, or connect a new underground connection. The appointment date and time will be pre-booked.
Standard works like solar metering or new connections don’t need a truck appointment – unless there’s something non-standard that needs to be done as well.
A non-energy bill is an invoice from us that includes any one-off charges – this could be something like abolishing a meter or altering a supply.
Reading the bill:
- Account number
This is your unique number for each gas and electricity account you have with us – you’ll need it whenever you get in touch with us about your account.
- New charges
This is the amount you’ll need to pay.
This gives you an overview of the charge, the address where the works will take place, and what it’s for.
This type of bill is based on an estimate of the energy you’ve used at your site – and it usually means there was an issue with accessing the meter (like a locked gate). We’ll try to get an actual meter read for your next bill and make any necessary adjustments.
Generally no – these jobs usually take longer. This is because appointments are needed and there’s more than one property at the site.
Your meter tells us everything we need to know about how you’re using electricity and natural gas – and how you’re charged. So until it’s connected, we can’t work out what your charges are, or what offers you’re eligible for. But if you call us when your first bill arrives, we’ll be able to recommend the offer that’s going to work best for you.