Transcription
Helping you with allyou need to know:Distribution CustomerCharter Large Business1 October 2018
Table ofContentsWhat is the Customer Charter?2Disconnection7What do we do for you?2When we can disconnect7Do you have any questions?2When we will not disconnect7Who is the Customer Charter for?2Reconnection after disconnection7Other useful information2Ending your contract8Our service promises to you3We’ll put you, our customer, frst3Privacy8Calling us3Information collection8Writing to us3Use and disclosure of information8Access for all3Defnitions9Quick and easy connections3Safer and more reliable electricity supply3When will the power come back on?Call us to fnd out4Listening to your feedbackResolving complaints quickly44Rights and obligations4The contract between us4When does the contract start?5What your contract does not cover5ChargesNetwork and distributionnon-network charges5Billing5Your obligations5General obligations5Access to the premises6Interruption to supply6Interruptions6Your right to information6Complaints 15Distribution Customer Charter Large Business6
What is theCustomer Charter?The Customer Charter is a formaldocument that sets out ourcommitment to our large customers.It provides you with information about your electricityconnection contract with Ergon Energy Corporation Limited(Ergon Energy). That is, information on our respective rightsand obligations on a range of issues relating to the provisionof customer connection and other services to you.The Customer Charter is only a summary of these rights andobligations. They are explained more fully under applicableenergy laws.What do we do for you?Ergon Energy is your electricity distributor. This means weown and operate the electricity poles and wires that supplyyour electricity.We will remain your distributor unless you move to anotherdistribution service area.Any work that is required from your connection point to thepoles and wires that supply electricity is the responsibility ofErgon Energy.Any work from the point where cables are attached to yourpremises is your responsibility and should always be carriedout by a licensed electrical contractor.Do you have any questions?For all enquiries relating to the physical connection and/or supply of electricity to your premises, please contact us.We’re happy to help in any way we can. Our other contactdetails can be found on the back page of this CustomerCharter booklet.For all enquiries about the purchase of electricity andyour electricity account, you will need to contact yourelectricity retailer. 2Distribution Customer Charter Large BusinessWho is the Customer Charter for?This Customer Charter is for large customers that ErgonEnergy supplies electricity to under the Deemed AERApproved Standard Connection Contract for Large Customers.A large customer is a customer who consumes more than100MWh of electricity in a year.Customers have the right to enter into a negotiatedconnection contract on different terms and conditions.However, we will provide connection services to you underthe Deemed Standard Connection Contract unless we haveentered into a negotiated connection contract with you foryour premises.Other useful informationA range of other useful information is available on ourwebsite or by request, including; a description of how to read a meter and check itsreliability; information on electrical safety, including safety switchesand vegetation control; information on your responsibility for any overhead orunderground lines that are owned, or are to be owned, byyou; and the prospect of voltage fuctuations (for example, powersurges, spikes, blackouts and brownouts) and preventativemeasures you can take.
Our servicepromises to youAs part of our commitment to you,we’ve introduced a series of servicestandards and guarantees acrossour business.Our service promises and guarantees are:1 we’ll put you, our customer, frst;2 quick and easy connections;3 safer and more reliable electricity supply; and4 listen to your feedback.We’ll put you, our customer, frstIn doing so, we will: make it easy for you to contact us; be courteous, friendly, and professional; listen and respond to your needs and concerns; respect your privacy; and use plain language in all our communications with you.Calling usWhen you call us, we will: identify ourselves on answering your call; and aim to transfer you only once if your enquiry requiresspecialist attention; or arrange for the correct person to return your call within acertain time, or at a time convenient to you.Writing to usWhen you write, fax or email us, we will: acknowledge your correspondence; let you know who is dealing with your enquiry; and aim to respond to your enquiry within fve business days.Access for allWe will: ensure our public areas are accessible to people withdisabilities; ensure our services are accessible to people with vision orhearing impairments; and provide free access to translation and interpretingservices. 3Distribution Customer Charter Large BusinessQuick and easy connectionsIf supply is available, and you (and/or your electricalcontractor) have lodged all required paperwork and taken allnecessary steps, electricity supply to your premises will beconnected on the agreed date.Should we need to construct new powerlines or infrastructureto connect your premises, we will work with you to set a datefor the connection to be completed.Safer and more reliable electricity supplyWe’re committed to providing a safe and reliable supply ofelectricity to your premises. However, it is not possible topromise a 100% reliable supply. Sometimes interruptions occurbeyond our control, such as during storms or accidents.What we can promise is to do everything in our power toensure our equipment and people are best able to deal withthese interruptions. And if the electricity does go out, we’llkeep you informed while we work hard to restore the supplyas quickly as possible.If there is an unplanned interruption to your electricitysupply, we promise to try and restore the supply as quicklyas possible.Planned maintenance and upgrades are an essential part ofimproving our electricity network. However, we will always tryto minimise the impact of any interruptions on our customers.Except in emergencies or where a shorter time is agreed byyou, if we need to carry out work that requires us to interruptyour electricity supply, we’ll notify you at least four businessdays in advance, by either mail, letterbox drop, newspaper,press advertisement or other appropriate means. The noticewill advise the expected date, time and duration of theplanned interruption.Because we recognise the important role electricity playsin our everyday lives, we are determined to minimise thenumber of interruptions that affect you.Power fuctuations are caused by a rapid increase involtage and occur from time to time in all electricity supplysystems. While power fuctuations cannot be predicted,you can take some precautions by having electricityprotection devices installed.If your equipment is damaged as a result of a powerfuctuation that is within Ergon Energy’s control, youcan claim for compensation. We will then investigate todetermine your eligibility. You can claim online; by phone; orin writing.Our team will acknowledge and investigate your claim andaim to send you a written reply within 10 business days.
Rights andobligationsWhen will the power come back on?Call us to fnd outThe contract between usTo keep you informed of electricity supply interruptions, wehave a 24-hour faults service. You can obtain informationon the time and cause (if known) of the interruption, as wellas the location and the estimated time when the supplyof electricity will be restored. We update this informationregularly as it is received from our feld crews.Ergon Energy will supply electricityto your premises in accordance withapplicable energy laws and the termsand conditions of your DeemedStandard Connection Contract with us.For long outages, such as in severe weather, progress reportswill be broadcast on accessible local radio stations and othermedia where practicable.Listening to your feedbackThis includes providing, installing and maintaining equipmentfor the provision of customer connection services at yourpremises. Our obligations extend up to the supply point fordelivering electricity from our network to your premises only.Your feedback is important to us as it helps us improve theway we serve you.Before we can start supplying you with electricity, yourpremises must be connected to our supply network. To dothis, you will need to establish an electricity account withyour retailer.We will:Our obligation to supply you with electricity may be subject to: strive to understand your views and priorities; your application for supply not being at a rate more than themaximum capacity of the connection to our supply network; review your feedback when making business decisions; keep you informed with up-to-date and accurateinformation about us and our services; and monitor our performance and service levels every year toensure we are meeting your needs.Resolving complaints quicklyIf our service does not meet your expectations, pleasecontact us so we can improve the way we serve you.We will: record and track complaints, comments and compliments; ensure you are dealing with a staff member with theappropriate experience and authority to deal with yourmatter; and complying with a requirement by us for a reasonableadvance payment, a reasonable security or agreement forsecurity, or a capital contribution towards ourcosts incurred, or to be incurred, in extending orincreasing the capacity of our supply network to provideyou with services; if your premises have been disconnected, that we arereasonably satisfed that the matter that caused thedisconnection has been rectifed; for supply to premises for which there is an existingagreement with us, that you agree to similar terms tothose that apply for the balance of the term of theexisting agreement; that you will provide and maintain space, equipment,access, facilities or anything else required; admit any mistakes we make and apologise if we makean error. that you have a retail contract with a retailer for theprovision of customer retail services to the premises; andWe will always try to resolve your complaint immediately.If that’s not possible, we’ll make every effort to resolve thematter within fve business days. applicable energy laws which may provide that anobligation does, or does not, apply.If it takes us longer than this to address your concern,we’ll always explain why and tell you when you can expectour response. 4Distribution Customer Charter Large Business
When does the contract start?The Deemed Standard Connection Contract applies withoutthe need for you or us to actually sign a contract. ErgonEnergy will supply electricity through our supply networkto you at your premises under the terms and conditions ofyour Deemed Standard Connection Contract. Your DeemedStandard Connection Contract with us starts when we frstprovide you with customer connection services.Subject to any requirements under applicable energy laws,we will provide the following customer connection servicesto you under your Deemed Standard Connection Contract:Distribution non-network charges are the charges,approved by the Australian Energy Regulator, set out in ourprice list that: relate to a specifc request by you or your retailer for us todo an activity or provide a service; or relate to a requirement under applicable energy laws, anddo not include network charges.Examples of distribution non-network charges aredisconnection fees, reconnection fees, special meter readfees and meter test fees. the connection of your premises to our supply network toallow us to supply electricity to your premises; andWe will notify your retailer whenever there is a change innetwork charges or distribution non-network charges or amaterial change in the processes for their determination. the supply of electricity from our supply network toyour premises.Further information on our network and distributionnon-network charges can be found at ergon.com.auUnless you have a negotiated connection contract with ErgonEnergy for your premises, your supply will be governedby the terms and conditions of the Deemed StandardConnection Contract.BillingWhat your contract does not cover the connection to our supply network of any generatingplant you may have on your premises for the purposeof exporting electricity into our supply network. You willneed to enter into a separate agreement with us if youintend to export electricity into our supply network; the provision of customer retail services to your premises.You will have a separate contract with your retailer thatdeals with the sale of electricity to your premises; and the arrangement for connecting your premises to oursupply network where there is not currently a networkavailable to your premises. In this situation, you may berequired to pay us a capital contribution towards theestablishment of the network.ChargesNetwork and distribution non-networkchargesYou must pay us for the customer connection services weprovide to you. These charges will be the amount determinedby us for network charges and distribution non-networkcharges from time to time in accordance with all applicableregulatory instruments.We will provide your retailer with a bill for your networkcharges and distribution non-network charges. Your retailerwill bill you for these charges on our behalf. If you pay theseamounts to your retailer, you are taken to have paid thatamount to us.In limited circumstances, we may agree to bill you directlyfor network charges and/or distribution non-networkcharges, rather than billing you through your retailer. If weare billing you directly, we may require you to provide asecurity deposit.Your obligationsGeneral obligationsYou have a number of general obligations under yourDeemed Standard Connection Contract. You must: not mislead or deceive us in relation to any informationprovided; inform us or your retailer as soon as possible if:-there is any change to your contact details or anychange materially affecting access to any meteringequipment at the premises;-there is any proposed change in wiring or plantor equipment, including metering equipment, orany change to the operation of connected plant orequipment which may affect the quality, reliability,safety or metering of the connection or the supply ofelectricity to your premises or any other person; or-there is any permanent material change to the electricalload or pattern of usage at the premises. For example,the installation of a large new air conditioning plant,motor, welder or other new equipment that uses a largeamount of electricity;Network charges are our charges for: the distribution use of system charges for the use of ourshared supply network; and any transmission use of system charges payable by us forthe use of a transmission grid to which our supply networkis connected. 5Distribution Customer Charter Large Business
pay for the customer connection services in accordancewith the Deemed Standard Connection Contract;Interruption to supply comply with applicable energy laws and other relevantinstruments relating to the provision of customerconnection services under your Deemed StandardConnection Contract;Your customer connection services may be interrupted orlimited from time to time. We will ensure this is in accordancewith the circumstances set out in the applicable energy lawsor conditions of any applicable tariff or charging category. comply with our reasonable requirements in accordancewith applicable energy laws. This includes an obligationon you to provide and maintain at your premises anyreasonable or agreed facility required by us for theprovision of customer connection services; and you must not, and must take reasonable steps to ensureothers do not:- illegally use electricity supplied to your premises;- interfere or allow interference with any of ourequipment at your premises except as may bepermitted by law;We will notify you of a planned interruption at least fourbusiness days in advance (unless a shorter time is agreedby you) by mail, letterbox drop, newspaper or pressadvertisement or other appropriate means. For work that weneed to perform without delay to prevent, rectify or mitigatean emergency, we will provide you with whatever reasonablenotice we are able to in the circumstances.If the supply of electricity to the premises is interrupted as aresult of an emergency, we will:- use the electricity supplied to your premises or anyelectrical equipment in a way that unreasonablyinterferes with the connection or supply of electricity toanother customer, or causes damage or interference toany third party; make information regarding the nature of the emergencyavailable and, where reasonably possible, estimate thetime when the supply of electricity will be restored. Thisinformation will be available via our 24-hour informationservice; and- allow customer connection services provided by us tobe used other than in accordance with your DeemedStandard Connection Contract and the applicableenergy laws; or use all reasonable endeavours to restore the supply ofelectricity to the premises as soon as possible.- tamper with, or permit tampering with, any meters orassociated equipment.Should you ask us, we will always do our best to provide anexplanation for any interruption to your supply of electricityand/or standard of supply in breach of any relevantstandards under applicable energy laws.Access to the premisesYou must provide us (and our authorised representatives)safe, convenient and unhindered access to your premises atany reasonable time. This includes taking appropriate actionto prevent menacing or attack by animals, so that we can: read, test, maintain, inspect or alter any meter at thepremises; calculate or measure electricity supplied or taken at thepremises; check the accuracy of metered consumption at thepremises; replace meters, control apparatus and other electricalequipment of ours; connect or disconnect supply to the premises; examine or inspect an electrical installation at thepremises; inspect, make safe, operate, change, maintain, remove,repair or replace any of our works at the premises; undertake repairs, testing or maintenance of the supplynetwork; clear vegetation from electric lines and electricalequipment owned by us; take action to decide the appropriate tariff or chargingcategory for the premises; and perform services requested by you or your retailer.We, and our representatives, will always comply with allrelevant legal requirements and will carry or wear offcialidentifcation and show it when requested to. 6InterruptionsDistribution Customer Charter Large BusinessYour right to informationComplaintsIf you have a complaint relating to ourservice, product, staff or complaintprocess, we encourage you to contact us.Ergon Energy is committed to providing an effectivecomplaint handling system whereby complaints are dealtwith in an equitable, objective and unbiased manner. Ourcomplaint handling system is aligned with AS/NZS 10002:2014Guidelines for Complaint Management in Organisations.We recognize that an effective complaint process isfundamental to quality service. Our approach aims to focuson the needs of our customers through robust, transparentprocesses which provide you with a voice.While we aim to get it right frst time, every time, the reality isthat we don’t always succeed.If you do make a complaint we’ll make every effort to addressyour complaint when you frst contact us. If we can’t resolveit to your satisfaction we will escalate your complaint to themost appropriate person in your region for review.
DisconnectionWhen we can disconnectWhen we will not disconnectSubject to Ergon Energy following all necessary processesrequired by the applicable energy laws and DeemedStandard Connection Contract, including the provision ofnotice where required, we may arrange to disconnect yourpremises if:Ergon Energy will not disconnect your premises unless wehave complied with any requirements under the applicableenergy laws. your retailer requests us to arrange disconnection; you refuse or fail to pay us following a request for a capitalcontribution; you do not provide and maintain space, equipment,access, facilities or anything else you must provide forcustomer connection services; you fail to give safe access; there are health and safety reasons; there is an emergency; we are required to do so at the direction of State orFederal police; you provided false information to us or your retailer (incircumstances where you would not have been entitledto be connected if the false information had not beenprovided); you do any of the following, or fail to take reasonablesteps to ensure others do not do any of the following:- illegally use electricity supplied to the premises;- interfere or allow interference with any of ourequipment which is at the premises except aspermitted by law;- use the electricity supplied to the premises or anyelectrical equipment in a manner which unreasonablyinterferes with the connection or supply of electricityto another premises or which causes damage orinterference to any third party;- allow customer connection services provided by us tobe used other than in accordance with the DeemedStandard Connection Contract or by law; or- tamper with, or permit tampering with, any meters orassociated equipment; we are billing you directly and you fail to pay a bill by adue date; we are entitled to require a security deposit from you andupon request, you do not provide a security deposit; or we are otherwise entitled under applicable energy laws todisconnect you. 7Distribution Customer Charter Large BusinessReconnection after disconnectionWe will reconnect your premises where: all conditions for reconnection have been met; the grounds for disconnection have been resolved (thismay include complying with requirements set out in thecontract you have with your retailer); and your retailer makes a request to us for reconnection onyour behalf.Your retailer should be able to advise you at the time youmake a request for reconnection of the time frame that islikely to apply.If you have been wrongfully disconnected we will,without charge to you, reconnect your premises as soonas reasonably possible. A disconnection is consideredwrongful if we disconnect your premises and we, or a personrequesting us to disconnect your premises (such as yourretailer), did not have a right to do so.
Endingyour contractPrivacyYour contract with us will end on the earliest date that one ofthe following occurs:Information collection if your retailer notifes us that the supply of energy to thepremises is to be disconnected (a ‘termination notice’) —subject to paragraph (b), on the date we disconnect thepremises, (even if you have vacated the premises earlier); orWe collect customer information so that we can identifyyou, manage your connection, provide services you haverequested and inform you of other related products andservices that meet your needs. if you start receiving supply of energy for the premisesunder a different customer connection contract — on thedate that contract starts; or if a different customer starts receiving supply of energyfor the premises — on the date the connection contract ofthat customer starts; orWhere possible, we will collect your information directlyfrom you. However, in certain cases we will also confrm yourdetails with external agencies such as electricity retailers. Weonly collect personal information by lawful and fair means.We handle your personal information in accordance with therequirements of the Privacy Act 1988 (Cth). if we both agree to a date to end the contract — on thedate that is agreed; orUse and disclosure of information 10 business days after we disconnect the premises, if youhave not met the requirements for reconnection or madea request to your retailer to be reconnected within thattime; orWe will only use or disclose personal information with yourconsent, or in ways you would reasonably expect, including: to bill your electricity and related service accounts with us; if your retailer gives us a termination notice but you donot give safe and unhindered access to your premisesto conduct a fnal meter reading (where relevant), thiscontract will not end under paragraph until a fnal meterreading is carried out. to improve our relationship with you;Depending on where your premises are located, up to 10business days notice may be needed to stop providingcustomer connection services to the premises whenrequested by you. We encourage you to contact your retaileras soon as possible with your request. as permitted or required by law. to inform customers of related products and services; for our legal and regulatory reporting and compliancerequirements; andOccasionally, Ergon Energy may engage the services of athird party to distribute promotional material on our behalf.These business partners are contractually obliged to adhereto privacy requirements. You may opt-out of receiving directmarketing material by calling 13 74 66.Ergon Energy discloses certain customer information to itscloud computing service provider located in Japan and theUnited States of America.Your information will be dealt with by Ergon Energy inaccordance with our Privacy Statement. Our Privacy Statementsets out how you may access and seek correction of yourpersonal information, or make a privacy related complaint.Ergon Energy takes steps to destroy or de-identify personalinformation if it is no longer needed for any purpose.Further information about how we handle your personalinformation can be found within the Privacy Statement atergon.com.au. 8Distribution Customer Charter Large Business
Defnitionsbusiness customer means a customer who is not aresidential customer;energy laws means legislation including:business day means a day other than a Saturday, Sundayor public holiday, unless otherwise defned in the applicableenergy laws; the National Energy Retail Law set out as a schedule tothe National Energy Retail Law (South Australia) Act2011 (SA), as amended by the National Energy Retail Law(Queensland) Act 2014 (Qld)customer means a person to whom energy is sold to for thepremises by a retailer, or who proposes to purchase energyfor the premises from a retailer; the National Energy Retail Rules, as amended by theNational Energy Retail Law (Queensland) Regulation2014 (Qld)disconnection of premises means the opening of aconnection in order to prevent the fow of energy to thepremises, but does not include an interruption; the National Energy Retail Regulationsdisconnection warning means a notice to advise you of thematter giving rise to the potential de-energisation of yourpremises and specifying a period in which you must rectifythe matter to avoid de-energisation of your premises;electric line means a wire or conductor or associatedequipment used for transmitting, transforming, or supplyingelectricity at a voltage greater than extra low voltage;electrical equipment is any apparatus, appliance, cable,conductor, ftting, insulator, material, meter or wire:(a) used for controlling, generating, supplying, transformingor transmitting electricity at a voltage greater than extralow voltage; or(b) operated by electricity at a voltage greater than extralow voltage; or(c) that is, or that forms part of, a cathodic protectionsystem;electrical installation means a group of items ofelectrical equipment;Electricity Act means the Electricity Act 1994 (Qld);Electricity Distribution Network Code means the ElectricityDistribution Network Code made under the Electricity Act;emergency means an emergency due to the actualor imminent occurrence of an event which in any wayendangers or threatens to endanger the safety or healthof any person, or normal operation of the distributiontransmission system, or that destroys or damages, orthreatens to destroy or damage, any property; the National Electricity Law (set out as a schedule tothe National Electricity (South Australia) Act 1996(SA), as amended by the Electricity – National Scheme(Queensland) Act 1997 (Qld) the National Electricity Rules, as amended by theElectricity – National Scheme (Queensland) Regulation2014 (Qld) the Electricity Act 1994 (Qld) and the ElectricityRegulation 2006 (Qld) the Electricity Distribution Network Code the Electrical Safety Act 2002 (Qld), Electrical SafetyRegulation 2013 (Qld) and the Electrical Safety (Codesof Practice) Notice 2013 (Qld)Ergon Energy means Ergon Energy Corporation LimitedABN 50 087 646 062;fnal meter reading means the last recording of actualelectricity data for a customer when they vacate an addressor change retailer;interruption means a temporary unavailability or temporarycurtailment of the supply of energy to a customer’spremises, but does not include unavailability or curtailmentin accordance with the terms and conditions of a customerretail contract or customer connection contract, and anyapplicable tariff agreed with the customer;metering data has the meaning given that term in theNational Electricity Rules;premises of a customer, means premises owned or occupiedby the customer;supply network means a system, or part of a system, ofelectric lines, substations and associated equipment, otherthan a transmission grid, for supplying electricity to customers,whether or not generating plant is connected to it;transmission grid means a system, or part of a system, ofelectric lines, substations and associated equipment providingconnection between generation facilities and supply networksor customers not supplied through supply networks;you means the customer to whom we are providing customerconnection services. 9Distribution Customer Charter Large Busin
Charter booklet. For all enquiries about the purchase of electricity and your electricity account, you will need to contact your electricity retailer. Who is the Customer Charter for? This Customer Charter is for large customers that Ergon Energy supplies electricity to under the Deemed AER Approved Standard Connection Contract for Large Customers.
