Electrical Contractors

What is happening?

We are aware that some users have recently experienced issues with the IdentityONE app. Specifically, the app may not allow access to sites, and the Home Page may not display the usual information.

Please do not delete the app.

App needs to refresh. The solution is to swipe and force the app to fully close, then re-open, which will refresh the app. We recommend you try this option first.

• Click here to view how to swipe close an app on iPhone.
• Click here to view how to close an app on Android phone.

As a last check, try turning your phone off and back on.

Additionally, we have made the following improvements to the app:

• Users will no longer receive emails or notifications to approve or reject updated authorisations. This process is now automated.
• The IdentityONE app has adopted the new Essential Energy branding and colours.

Thank you for your attention and understanding.

Further Information

If you need further information, please email Essential Energy Security at eesecurity@essentialenergy.com.au.

What is happening?

The Essential Connection Information Session with Level 2 ASPs and Electrical Contractors was held on 30 July 2025. To view the slide deck, click here and the recording click here.

What do you need to do?

Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email aspinfo@essentialenergy.com.au.

What is happening?

Essential Energy will be hosting an opt-in support session for Level 2 ASPs and Electrical Contractors with questions relating to the Essential Connections Portal. The session will run for 1 hour – please drop in anytime, you can ask a quick question or stay as long as you choose.

The opt-in support session will be held on Wednesday 27 August 2025 from 8 am to 9 am - please click here to register.

What do you need to do?

1. Ensure you are registered to attend the support sessions.
2. Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email aspinfo@essentialenergy.com.au.

What is happening?

Essential Energy will be hosting opt-in support session for Level 2 ASPs and Electrical Contractors with questions relating to the Essential Connections Portal. The session will run for 1 hour – please drop in anytime, you can ask a quick question or stay as long as you choose.

The opt-in support session will be held on Wednesday 30 July at 8 am to 9 am - please click here to register.

What do you need to do?

1. Ensure you are registered to attend the support sessions.
2. Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email aspinfo@essentialenergy.com.au.

What is happening?

Some individuals are experiencing issues with the IdentityONE app on their mobile devices preventing the usual information from being displayed on the Home Page, showing an orange screen requesting an invitation code instead.

There are two causes of this:

1. App needs to refresh. The solution is to swipe and force the app to fully close, then re-open, which will refresh the app. We recommend you try this option first.
2. Credential expired. Where a credential has expired, it will require support from your Essential Energy contract management team who will be able to assist.

The IdentityONE app is also transitioning to the new Essential Energy branding. The app will reflect the new branding for new users and for new credentials. Everyone else will have the old branding until the app is updated in due course. Further communication will be delivered at this point.

Further Information

If you need further information, please email eesecurity@essentialenergy.com.au.

What is happening?

Essential Energy has brought forward when you can request protection settings and switchboard review for a standard connection project. Starting today you can commence the switchboard review process after the Design Information Pack has been issued, and a Level 2 Accredited Service Provider or Electrical Contractor has submitted an Intent to Connect for the related connection project. This will allow you to request protection settings followed by a switchboard review in parallel with the Level 3 design work.

The following disclaimer has been added to the Essential Connection Intent to Connect process to ensure you understand the additional risk for requesting this earlier.

If design requirements for connection project works change between the date of this [submission / response] and the scheduled energisation, it is the responsibility of the Connection applicant or their representative to assess if new Protection Settings and Switchboard Compliance Review are needed. These requests must be initiated well before the planned energisation date to avoid delays or cancellation. Essential Energy will not be liable for any time or financial loss due to changes in the customer’s design requirements.

Thank you to the Accredited Service Providers and customers who provided feedback on the challenges being faced with switchboard lead times with hope this change assists your projects.

What do you need to do?

1. Continue to submit your requests through the Essential Connection Portal.
2. Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email techconnect@essentialenergy.com.au.

What is happening?

The Essential Connection Information Session with Level 2 ASPs and Electrical Contractors was held on 25 June 2025. To view the slide deck, click here and the recording click here.

What do you need to do?

Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email aspinfo@essentialenergy.com.au.

What is happening?

Essential Energy will be hosting opt-in support session for Level 2 ASPs and Electrical Contractors with questions relating to the Essential Connections Portal. The session will run for 1 hour – please drop in anytime, you can ask a quick question or stay as long as you choose.

The opt-in support session will be held on Wednesday 25 June at 8 am to 9 am - please click here to register.

What do you need to do?

1. Ensure you are registered to attend the support session.
2. Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email techconnect@essentialenergy.com.au.

What is happening?

Our new one-stop Technical Support Hub is providing our Accredited Service Providers, Electrical Contractors, solar installers and connections customers with self-service and supported-service options tailored to your specific requirements.

A dedicated team of technical specialists and subject matter experts are available to offer real time advice and help resolve enquiries at first point of contact, helping drive timely and consistent outcomes for you and your customers.

To easily identify the first point of contact who can best assist with your Essential Connections Portal enquiries:

• contact the team by calling 13 23 91 and selecting Option 2
• send your Essential Connections enquiries to a new email address: techconnect@essentialenergy.com.au.

What do you need to do?

1. Ensure you are registered to attend the support sessions.
2. Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email techconnect@essentialenergy.com.au.

What is happening?

A tragic incident occurred in Randwick on 22 May 2025 involving an Ausgrid employee who sadly lost their life after coming into contact with energised low voltage (LV) conductors.

Our heartfelt condolences go out to the employee’s family, friends, colleagues, and our industry partners at Ausgrid. They remain in our thoughts during this incredibly difficult time.

What do you need to do?

1. Review the Safety Briefing, click here to view.
2. Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email aspinfo@essentialenergy.com.au.