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Frequently Asked Questions

General

Billing

Connections - General

Connections - Electricity

  • What to do if you require a new electricity connection?
    Step one - Your first step in connecting to our electricity network is to determine if the powerlines and poles need to be extended in order to power your premises. Please ask your electrician for guidance.   If our powerlines and poles need to be extended or upgraded, otherwise known as augmentation, please refer to the Commercial, Industrial and Developer Connections section of our website.   Once the network extension is completed, you can continue with Step Two - request new metering at your premises.  
    Step two - Engage a Registered Electrical Contactor (REC) to complete the required electrical works and obtain a signed Certificate of Electrical Safety (CES) and an Electrical Works Request form (EWR).  
    Step three - Submit your request to your chosen retailer, along with the completed CES and EWR forms.  
    Step four - Your retailer will then submit the relevant Service Order and your completed paperwork to AusNet Services.  
    Step five - AusNet Services will then validate your Service Order. The timing for service orders begins once AusNet Services has validated and accepted your Service Order and all required paperwork has been received.  
    Step six - AusNet Services will action the project.
    If you require further information, please call 1300 360 795.
  • How long can it take for my new electrical meter to be installed?
    New connection service orders can take up to 10 business days from when we accept the service order and paperwork from your Electricity retailer.

    We have up to 48 business hours to accept the order from when your retailer sends us your service order and all paperwork.
  • How long does an electrical additional and alterations request take to complete? 
    Orders can take up to 20 business days to complete. A truck appointment will be organised directly with your electrician.
  • What steps are required?
    Your REC (Registered Electrical Contractor) will need to organise paperwork to be sent to your energy retailer and a service order will be raised.
  • How much will it cost to disconnect and reconnect for my addition and alteration?
    Your electricity retailer will quote you on the cost of a truck appointment fee.

    If the work can be done within the 1 hour you will be charged 1 X Truck appointment fee.

    If you require for the power to be disconnected for longer than one hour or you want the truck to return later in the day to restore power you will require 2 Truck appointments.
  • Is there 3 phase power available at my premises?
    Please fill out our supply request form for this information.
  • How do I know if I have a smart meter at my property?
    All AusNet services smart meters start with a meter I.D number of 4. You can find the meter number at the front of your electricity meter.
  • What is an NMI (National Metering Identifier)? 
    NMI stands for National metering Identifier and this is attached to both the property and the meter it starts with 6305 and is 11 digits long.
  • Where can I find my NMI?
    The NMI will be located on either the front page or the back page of your Electricity Bill from your retailer.
  • When will my smart meter be RRIM (remote read)?
    Smart meters will be remotely read between now and March 2017.
  • Where do I find the Supply request/Pit request form on your website? 
    Go to the Electricity Tab on the home tab and scroll down and double click on the connections tab, scroll down to the bottom of the page and here you will find the connection forms.
  • Am I eligible for the Shoulder Period tariff or can you suggest the best tariff for my property? 
    Please direct all tariff enquiries to your electricity retailer they can discuss the tariffs they have available for you.

Connections - Gas

Meters

Faults and Emergencies

  • Why do I occasionally experience momentary outages?
    Our equipment that carries power to your house can detect when an object such as a tree branch comes into contact with our power lines. For safety, the power will be momentarily shut off and restored when it is safe to do so if the object has been removed.
  • How do I find out about future planned outages for my property?
    We will notify you by mail before any planned outages so that you can make preparations for the duration of the power outage. You can also check www.outagetracker.com.au for upcoming outages in your area, including the status and durations of outages. You can also contact us by email on faultsinfoline@ausnetservices.com.au or contact us on 1300 362 026.
  • What can I do if I require power during a planned outage?
    If your household or business requires power during a planned outage, you may be able to arrange a generator from a local service provider. AusNet services cannot provide a generator service to you directly.
  • What should I do if my power has gone out?
    Householders or businesses should first check if the fault has been caused because your circuit breaker or safety switch has operated. If there’s still a fault, contact us on 13 17 99.
  • What should I do if I have no gas flowing through to my appliances?
    Householders or businesses should first check if the fault has been caused because your meter has been turned off. If it has been and it is within business hours, please contact your retailer who is the company you pay your bill to. If you have a gas leak at your property or it is out of normal business hours, please contact us on 13 67 07.
  • Someone at my property has a Life Support requirement, what should I do?
    It is important to ensure both your retailer and AusNet Services is aware of any Life Support requirements at your property. AusNet Services will take additional measures to ensure we keep you informed of interruptions to your supply and any future planned outages in your area.
  • I’m concerned about a high energy bill, who should I call?
    Any billing enquires need to be directed to your energy retailer who is the company you pay your bill to for electricity or gas. If required they will liaise with AusNet Services directly to assist you in resolving enquires.
  • What should I do if I see a hazard related to my electricity or gas supply?
    If you see a hazard, it should be reported to AusNet Services or another local distributor in your area so that we can make the area safe for our customers. Please report any hazards for electricity on 13 17 99 or gas on 13 67 07.
  • I have seen a street light is out, what can I do to get it repaired?
    Street Light faults can be reported to AusNet Services directly, please take note of the pole number printed on the street light pole so we can ensure we inspect the correct one. Please email the details to us at streetlight@ausnetservices.com.au or contact us on 13 17 99 and press option 4.

Natural gas

  • What is natural gas?
    Natural gas is an environmentally friendly, clean burning and naturally occurring energy source often used for heating, cooking and electricity generation. Consisting primarily of methane and other hydrocarbons, natural gas is regarded as an affordable, reliable and safe energy source.
  • How does natural gas differ to liquid petroleum gas (LPG)?
    There is negligible difference between the running efficiency of LPG and natural gas. However, natural gas is delivered via underground mains (pipes) as opposed to truck deliveries – bulk supplied or bottles – for LPG.
     
    Regarding price, the cost of LPG is determined by the retail outlet, whereas natural gas is typically more stable and cheaper, as its delivery cost is regulated by the Australian Energy Regulator.
  • Can you convert LPG appliances to natural gas?
    Most appliances can be converted, however, check with a registered plumber beforehand. The costs of converting your LPG appliance to natural gas are usually recovered within a short period after conversion. Conversion costs can vary with the make and model of the appliance.
     
    Note: All LPG ‘flue-less’ heaters are not able to be converted to natural gas in Victoria.
     
  • Apart from the low energy cost, why else would I value connecting to natural gas?
    Greater choice of appliances
    Natural gas is convenient and has an excellent record for reliability of supply.
    Natural gas meters are a fraction of the size of obtrusive LPG tanks.
    LPG delivery trucks are less likely to frequent your street making it safer for pedestrians and a more tranquil setting.
    Natural gas adds value to your house.
    Compared to electricity, natural gas appliances are many times better for the environment with lower greenhouse emissions.
    Replacing wood heating with natural gas is more convenient and cleaner for your neighbourhood.
    Your natural gas bill typically comes bimonthly, allowing you a longer period before payment is required, whereas LPG and wood are generally upfront purchases.
     

Gas - Energy for the Regions program

  • What is the Energy for the Regions program?
    The Victorian Government launched the Energy for the Regions program to supply natural gas to 14 targeted regional and rural Victoria towns.
     
    The government has committed $100 million to the program, which will explore the viability of connecting natural gas to new regions by extending the existing underground distribution network or through non-traditional means.
     
    Regional Development Victoria (RDV) is delivering the program on behalf of the government. Any formal agreement between RDV and the gas distribution network owner – AusNet Services, Envestra and Multinet – to extend the network to these towns is subject to Australian Energy Regulator approval.
     
  • How do I know if my home or business will be connected?
    AusNet Services has developed maps illustrating where the gas mains (pipes) will be rolled out.
     
    If a gas main is installed within your street then you can lodge an application to your chosen natural gas retailer for connection to the network.
    The energy retailer will then contact AusNet Services to assess the economics of the connection. For most domestic connections there is no charge from AusNet Services for connection. If there is an economic shortfall for connection, you will be notified by the retailer and given the opportunity to contribute funds to gain access to natural gas.
  • What are my options if my home is outside the current reticulation area?
    Residents are encouraged to speak with their neighbours and register their interest with an application to a natural gas retailer. The energy retailer will then contact AusNet Services to assess the economics of the mains extension and an offer to connect will then be fed back to you via the energy retailer. There may be cost associated with the connection.
     
    Click here for more information.
     
  • Will it cost me any money if I’m connected under the Energy for the Regions program?
    In the majority of cases, new connections to the gas network are provided free of charge from AusNet Services.

    There may be specific circumstances where customer contributions are necessary to facilitate connection.

    AusNet Services will consult with customers – through the retailer – on these potential cost prior to connection.
     
  • Where will the natural gas mains be laid in the street and inside my property?
    In the street, the natural gas main is generally laid in the nature strip or if this is not possible, the main may be laid under the roadway or footpath. Typically only one main is laid in each street.

    From the street main, a service pipe into the customer’s property is typically laid at right angles to the designated location of the gas meter. The gas meter is typically located at the front non-driveway corner of each residential or commercial premise.

    In rare circumstance where the primary residence is located a far distance from the property line, the gas meter may be located at the property boundary.
     
  • Will I experience any interruptions in my power supply during the change over?
    No. Your gas service and electricity service cables are independent of each other.
  • If I do not wish to use this new gas supply can I remain with the old system?
    It is your choice to convert to natural gas or continue using bottled gas, but we encourage you to pursue the benefits of natural gas conversion.
  • Will the consumer piping need to be replaced once the appliances are converted to natural gas?
    For most residential connections, AusNet Services installs its own meter upstand piping up to the front non-driveway corner of the home where the meter is fixed. After this point consumer piping connects your appliances to the gas meter and all work on this section is the householder’s responsibility.
     
    AusNet Services provides a pressure of 2.75 kPa (at the gas meter) to match the pre-existing pressure of LPG so that customer piping replacement costs, if any, are kept to a minimum, provided it was originally installed to the plumbing code AS5601. We recommend checking with your plumber to determine if your consumer piping requires changing. In all cases LPG appliances need to be converted to run on natural gas to enable sufficient energy to the appliance.
     
  • What do I need to do once the pipes are laid?
    You will need to apply for gas with a gas retailer. Once registered, AusNet Services will arrange through your retailer for appropriate works to be done, such as installing a service line and gas meter to your property.
  • Why is it important for householders to put in early applications for natural gas in the new town projects?
    The natural gas rollout for new towns is going to be guided by the number of applications we receive in from the energy retailers for given streets. Therefore where possible we will prioritise those streets with the most gas applications.