What is Happening?

Our new Essential Connections self-service portal – the latest stage of our end-to-end connections process improvements – will go live soon. We are working through several activities to get everyone ready and plan to commence transition to the new portal in the first week of May.

When we go live, you will be able to create and submit all low voltage (LV) connection enquiries and applications through the new portal.

All High Voltage (HV) connection enquires, applications, design, construction, testing and quality assurance processes will be transitioned to Essential Connections in future stages of the project.

See image below for stages of the Essential Connections rollout:

What is changing?

As we deliver new enhancements, many of our manual processes will be automated through Essential Connections. The self-service portal will ensure that:

• Information only needs to be submitted once
• Jobs are accessible in one system
• Requests can be submitted electronically (using different device types)
• Email and SMS notifications will alert you when you need to do something, such as provide additional information or accept a connection offer.

What are the benefits?

• Visibility of all your jobs within one portal
• Electronic signature for Connection Offer acceptance
• Easy-to-use online payment gateway for upfront payments
• Proactive notifications for job progress (no more calling Essential Energy for updates)
• Updated information and knowledge articles available on the Essential Energy website to help you use the new portal.

Activating your Essential Connections account

Before you can access Essential Connections and submit enquiries and applications, you will need to activate your account. We will share more detailed information on activating your account in our next communication.

Introduction of fees and upfront payment

The Essential Connections portal enables Essential Energy to charge for Ancillary Network Services fees as required by the Australian Energy Regulator. Until now, we have not charged for some of these fees, as our systems did not support such charging. To find out more, visit Essential Engagement.

When will you hear from us next?

We will update you with further information on the status of how we are progressing with the transition plan of Essential Connections and activating your account in our next communication on 26 April.

What do you need to do?

1. Communicate this information to relevant members of your organisation.

Further Information

For further information about the Essential Connections portal, please email aspinfo@essentialenergy.com.au.

What is happening?

To protect everyone’s health and safety, we’ll hold our next round of ASP engagement forums via Zoom, rather than face to face.

In this round, we’ll be covering a range of topics including Safety, Standards update, Digital Twin update, our BetterConnect project and Connections Changes, and Supply Chain update.

We encourage you to participate in these forums. You’ll have the opportunity to discuss our plans and initiatives, and to ask questions or raise issues with Essential Energy team members.

Dates and times

Click on one of the options below to reserve your preferred session (all sessions will have the same content).

• Session 1: Tuesday, 26 April 2022 from 11:00am to 01:00pm
• Session 2: Wednesday, 27 April 2022 from 05:00pm to 07:00pm
• Session 3: Thursday, 28 April 2022 from 09:00am to 11:00am

A confirmation email will be sent to you with the Zoom meeting details once you have registered.

What do you need to do?

1. Select the session date above and reserve your spot to attend one of our forums.
2. Communicate this information to relevant members of your organisation.
3. View this communication via Essential Engagement.

Further Information

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

What is Happening?

As per Briefing – Connections for Bushfire-Affected Customers, the two-year period to claim this reimbursement has closed.

Reimbursement will apply for any current connection applications but will not apply for any new jobs submitted after Wednesday, 6 April 2022.

Please submit any final claims by Wednesday, 6 April 2022.

What do you need to do?

1. 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 introducing fees for some Low Voltage Connection Applications. From 2 May 2022, new charges will be applied to certain services where we are required by Australian Energy Regulator (AER) to charge for these services. These charges include:

• Fees for connection enquiries based on the estimated effort to complete (noting not all enquiries will be charged a fee)
• Additional fees to some connection applications where detailed engineering assessments (1% of applications) or power quality studies are required (0.1% of all applications a year)
• Incomplete information fee applied to applications that are submitted without the required information or attachments/supporting information included.
• We are continuing the transition to upfront payments of high volume and low value ANS charges.

The fees can be found in the table below:

The above table of Ancillary Network Service and Amounts are as per the Price Schedule for Ancillary Network Services 1 July 2021. These Network Service changes will move to upfront payment via the secure online payment gateway. 

“User Pays” Principle 

These fees cover the costs of services that we already provide and are expected to charge for under our agreement with the Australian Energy Regulator (AER). 

Under the Regulatory Framework, we need to recover those costs from the specific customers requiring the service.  

What do you need to do? 

1. Accredited Service Providers, Authorised Persons and Electrical Contractors should consider pricing changes when preparing quotations for customers regarding future work. 
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 continues to work hand in hand with many ASPs across the flood impacted North Coast, repairing the significantly damaged electricity network and reconnecting power for customers whose properties were inundated with flood water.

The process for customers for reconnection involves three-steps.

1. Arrange for either a licensed electrician or Level 2 Authorised Service Provider (ASP) to inspect property to make sure it is safe.
2. When the inspection is completed, the electrician will log a Certificate of Compliance for Electrical Work (CCEW) and provide the customer with a CCEW reference number.
3. Call Essential Energy on 13 20 80 to have your power restored.

Where a customer engaged Level 2 ASP performs the reconnection process, they charge the customer for this service. As Essential Energy is waiving the reconnection fee where we perform this service, and to ensure that all customers are treated equally, Essential Energy has offered to reimburse customers who are reconnected by an ASP up to $350 for that reconnection.

Given the trying conditions our customers are facing, Essential Energy will now streamline this process and pay Level 2 ASPs directly for reconnection on behalf of a flood-affected customer once they have completed the reconnection.

How do I arrange payment for customer reconnection work?

Once inspection and the necessary repairs to a premises’ switchboard and internal wiring has occurred, a CCEW provided and reconnection completed by a Level 2 ASP, the following process can be followed for payment:

Submit to Essential Energy via emailing connection.enquiries@essentialenergy.com.au

• An itemised invoice for the reconnection process.
• Copy of the Certificate of Compliance for Electrical Work.
• Copy of the Notice of Service Works (NOSW) when reconnection at Essential Energy service main.
• Completed new vendor information form.

This process needs to be followed for every individual NMI. There will be one reimbursement for each NMI.

For clarity there are circumstances where ASPs will not receive a payment for each individual unit/complex as there is only 1 NMI connection to Essential Energy network for these sites. Examples of where there is only one reconnection to the network for the below and 1 claim for reimbursement up to $350 are:

• Residential unit complexes
• Caravan parks with private metering
• Commercial complexes with multiple units
• Industrial complexes with multiple units

It is important to note that Essential Energy is funding the cost of reconnection up to $350, and any repairs to the customer’s electrical installation will not be reimbursed. Essential Energy has processes in place to ensure that claims for reconnection costs are not paid where Essential Energy has performed the reconnection.

The Customer Contact Centre will provide a Case Number by return email. Please keep this number as your reference.

The reimbursement will be provided by direct credit to your nominated bank account.

What do you need to do?

1. Communicate this information to relevant members of your organisation.
2. View this communication via Essential Engagement.

Further Information

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

What is Happening?

Essential Energy is changing the fees we charge for some Low Voltage Basic Connection Applications. We are providing six weeks’ notice of our first fee change to allow you time to prepare.

Basic Connection Application fee

From 14 March 2022, $123.38 (exc GST) will be charged per offer where a technical review is required.

This will ensure fee consistency for all Basic Connection Offers requiring technical review and recover the cost of assessing these applications from those requiring the work.

How will I know if I am going to be charged?

Basic connections involve minimal or no augmentation of the distribution network and are within the limits outlined below:

A technical review is required when the proposed connection:

• exceeds these limits, and / or
• involves electricity generation (e.g., solar, wind, hydropower) to enable export to the electricity network.

A common application type impacted by this change is a new solar connection application. Please note that customers who include a note in their application that they are willing to voluntarily limit their solar export to 5kW (Urban) or 3kW (Rural) will not incur the fee.

Additional information can be found in our Connecting to the Network Information Pack.

Complex Connection Application fee

Complex Connection Applications can occasionally require a detailed assessment by a Connections Planning Engineer. Later this year, we will introduce a fee to recover the cost of any complex connection application that requires a detailed assessment by a Connections Planning Engineer. We will provide more information prior to this fee introduction.

What do you need to do

1. Accredited Service Providers, Authorised Persons, Electrical Contractors, Solar Retailers and Solar Installers should consider pricing changes when preparing quotations or estimates for customers regarding future connection applications to be submitted on or after 14 March 2022.
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?

When reconnecting flood-affected customer premises, please follow the steps below to ensure safe and efficient power supply restoration:

1. Immediately after a successful safety and compliance inspection by a qualified electrical contractor, log a Certificate Compliance Electrical Work (CCEW) via Essential Energy’s Secure Web Forms (SWF) and leave a copy with your customer.

2. A Level 2 ASP must submit a NOSW immediately after reconnecting power to a premises (this will avoid our crews having to re-visit these premises).

3. A Level 2 ASP authorised person can perform the below:

• Class 2A – Reconnect at the connection point only
• Class 2B – Replace the Service Protection Device (SPD) and reenergise customers isolated at the switchboard
• Class 2C – Replace the Service Protection Device (SPD), reenergise customers isolated at the switchboard and reconnect at the connection point and point of common coupling
• Class 2D – can only reenergise as the Service Protection Device (SPD) / Meter Protection Device (MPD)

4. When submitting the NOSW, please make sure that the below fields are entered:

• NMI
• Address
• Postcode
• Connection Application number use 99999 (this will avoid submitting an LV Connection Application).
• Comments field add “CCEW confirmed before reenergised after flooded event”.

5. Flood affected areas will not be charged for submission of CCEW’s and NOSW’s during the flood recovery.

6. Essential Energy will reimburse customers up to $350 who use an ASP to cover the cost of safe reconnection. This reimbursement does not cover costs relating to the safety inspection or repair of damage to a customer’s own electrical equipment.

This advice has also been shared with our customers to help clarify their post-flood reconnection process.

What do you need to do?

1. Review the above and Essential Energy’s website at https://www.essentialenergy.com.au/our-network/floods/flood-reconnecting for more information.

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?

As you will be aware, the Australian Cyber Security Centre (ACSC) has issued an urgent alert advising all Australian organisations to heighten their cyber security as a result of the Russian invasion of the Ukraine.

Essential Energy’s technology teams are on high alert. We’ve increased monitoring of all our systems and gateways and are currently reviewing all internet-facing assets.

This includes reviewing and enhancing risk detection, mitigation, response measures and ensuring that logging and detection systems are fully updated and functioning.

As a valued partner, we trust in your vigilance and ask for early warning of any compromise of your systems that may impact Essential Energy. Your co-operation will be critical in helping us protect our assets and ensuring a safe and reliable power supply for our customers.

To report a compromised system or for further information please contact Essential Energy on 13 23 91.

What do you need to do?

1. Communicate this information to relevant members of your organisation.
2. View this communication via Essential Engagement.

Further Information

If you need further information, please contact Essential Energy on 13 23 91.

What is happening?

Essential Energy is working to improve our end-to-end connections process, progressively automating many previously manual processes through our new Connections Portal. To enable you to pre-register for access to the new Essential Connections Portal, we need to ensure that your contact information is up to date.

What is the Essential Connections Portal?

• The portal will simplify submitting connection information to Essential Energy and ensure that: information only needs to be submitted once
• current and historic jobs are accessible in one system
• requests can be submitted electronically (using different device types)
• notifications are automated, and
• users can easily ‘self-serve’ accurate information.

Eventually these improvements will cover Low Voltage (LV) and High Voltage (HV) Enquiries, Applications, Works Management, Testing and Quality Assurance processes.

When will the portal be released?

Release 1: LV Connection Enquiry and Applications

When: Expected to be released in late April or early May 2022

As the project progresses, we will keep you updated and share information on further enhancements.

What you can expect from us:

In the coming weeks, we will contact ASPs or ECs whose key contact information appears incomplete or who have replicated data in our systems to clarify:

• First/last name
• Contact details
• Current company name
• A unique email address (more than one email will be required if working for more than one company)
• Details of any administration staff who require portal access.

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 is changing the fees we charge for some Low Voltage Basic Connection Applications. We are providing six weeks’ notice of our first fee change to allow you time to prepare.

Basic Connection Application fee

From 14 March 2022, $123.38 (exc GST) will be charged per offer where a technical review is required.

This will ensure fee consistency for all Basic Connection Offers requiring technical review and recover the cost of assessing these applications from those requiring the work.

How will I know if I am going to be charged?

Basic connections involve minimal or no augmentation of the distribution network and are within the limits outlined below:

A technical review is required when the proposed connection:

• exceeds these limits, and / or
• involves electricity generation (e.g., solar, wind, hydropower) to enable export to the electricity network.

A common application type impacted by this change is a new solar connection application. Please note that customers who include a note in their application that they are willing to voluntarily limit their solar export to 5kW (Urban) or 3kW (Rural) will not incur the fee.

Additional information can be found in our Connecting to the Network Information Pack.

Complex Connection Application fee

Complex Connection Applications can occasionally require a detailed assessment by a Connections Planning Engineer. Later this year, we will introduce a fee to recover the cost of any complex connection application that requires a detailed assessment by a Connections Planning Engineer. We will provide more information prior to this fee introduction.

What do you need to do

1. Accredited Service Providers, Authorised Persons, Electrical Contractors, Solar Retailers and Solar Installers should consider pricing changes when preparing quotations or estimates for customers regarding future connection applications to be submitted on or after 14 March 2022.
2. Communicate this information to relevant members of your organisation.

Further Information

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