We are requiring distribution businesses to report against the Greenfields Negotiated Electricity Connection Customer Service Standards when working with developers and contractors to connect new housing developments to electricity.
Timely electricity connections – reporting against the Greenfields Negotiated Electricity Connection Customer Service Standard
In March 2021, we made a final decision requiring AusNet Services, Jemena, Powercor and United Energy to follow new Greenfields Negotiated Electricity Connection Customer Service Standards when working with developers and contractors to connect new housing developments to electricity.
The new customer service standards mean distributors must report their performance to us every six months under condition 23.2 of their licence and work together with developers to ensure connection works meet quality requirements.
Each distributor's customer service standard includes:
- 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.
The customer service standards will apply for the next two years. New customer service standards will be reviewed and finalised after this.
View reports against the customer service standards
Distribution business reports against their customer service standards can be found in the resources tab.