Customer Service responsibilities for ASP requested network outages

A reminder that customer service is a shared responsibility

To help clarify any confusion around an ASPs customer service responsibilities when a network outage is requested, please note the following:

Essential Energy notifies all premises affected by an ASP requested outage on the ASPs behalf and manages enquiries raised by outage-impacted customers.

If Essential Energy is unable to resolve customer concerns, we pass them on to the ASP requesting the outage to manage and resolve.

ASPs are responsible for discussing or providing alternative options for customers, and for ensuring concerns are resolved promptly to avoid outage delays.

To ensure the network outage can proceed, you need to provide evidence to your Network Assurance Facilitator that customer concerns have been satisfactorily addressed.

Note 3 on the CEOF6013 Planned Outage, Connection or Live LV request form provides additional clarification.

What do you need to do?

1. Review the above communication and associated reference material on form CEOF6013 located on the Document Library.
2. Communicate this information to relevant members of your organisation and your customers.

Further Information

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