We are reviewing how to improve the electricity connections process and want your views.
Improving the timeliness of electricity connections 2020
Issues paper30 June
Submissions close7 August 2020
Decision paper14 October 2020
Consultation on customer service standards12 January 2021
Consultation closes9 February 2021
Final decisionFebruary 2021
We are looking at how to ensure faster and more transparent electricity connections at new Victorian housing developments.
This will help people move into their new homes quicker and help understand the electricity distribution businesses' processes for managing new connections.
We will release a final decision in February 2021.
Customer service standards
Distribution businesses have submitted their customer service standards. We are interested in whether stakeholders consider the standards are meaningful for them. Submissions were invited via our Engage Victoria consultation page.
We will assess each customer service standard to ensure it reflects thorough engagement and is meaningful.
Submissions close on 9 February 2021.
In October 2020 we released a decision paper that requires distribution businesses to engage with developers and their contractors to develop a customer service standard.
The customer service standard is designed to improve the timeliness of underground negotiated connections in new residential developments in greenfield areas.
It comprises three elements:
- An overarching customer outcomes statement setting out what a distribution business expects to deliver over the next two years in relation to negotiated connections.
- A requirement to form a consultative committee that meets quarterly to discuss improvements in negotiated connection processes.
- A performance reporting framework that distribution businesses are to report against every six months.
Feedback received on our issues paper
In June 2020 we released an issues paper for consultation.
Stakeholders were asked if the issues reported to us through an earlier review still existed and what approach they preferred in promoting more improvement in the sector.
We received eight written submissions on the issues paper from:
- AusNet Services
- CitiPower/Powercor/United Energy
- Property Council of Australia
- Red Energy and Lumo Energy
- Urban Development Institute of Australia (Victoria)
- Wyndham City Council.
Most stakeholder submissions preferred regulated approach to improve greenfield negotiation electricity connection wait:
- The Property Council of Australia and the Urban Development Institute of Australia noted that there have been some improvements but delays in the greenfield negotiated connections process are still happening.
- The Urban Development Institute of Australia and AGL want to see regulated timeframes for parts of the connections process introduced.
- Although the Property Council of Australia liked the idea of regulated timeframes, it preferred a reporting framework and an obligation to improve the governance and processes around greenfield negotiated connections. CitiPower/Powercor/United Energy and Jemena also preferred this approach.
- Ausnet Services and Wyndham City Council suggested that only a reporting framework was needed to drive improvement.
Submissions were invited via our Engage Victoria consultation page and we also held a public forum to give stakeholders an opportunity to ask questions.
Around 30 people attended the forum including representatives from the electricity distribution businesses, development industry and government.
View all submissions in the resources tab of this page.