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Helping you with allyou need to know:DistributionCustomer Charter1 October 2018
Table ofContentsWhat is the Customer Charter?3Rights and obligations16What do we do for you?Do you have any questions?Who is the Customer Charter for?Other useful information3445The contract between usWhen does the contract start?What your contract does not cover16171818Our service promises to you6We’ll put you, our customer, frstCalling usWriting to usAccess for all6777ChargesNetwork and distributionnon-network chargesBillingCharging categories1920Your obligationsGeneral obligationsLife Support ProgramAccess to the premises20202222Interruption to supplyInterruptionsLife Support ProgramYour right to information23232424Guaranteed Service Levels24Complaints25Disconnection26When we can disconnectWhen we will not disconnectReconnection after disconnection262728Ending your contract29Privacy30Information collectionUse and disclosure of information3031Defnitions32Quick and easy connections8Reconnecting disconnected premises 8Getting connected9Punctual appointments9Wrongful disconnection10Safer and more reliable electricity supplyUnplanned interruptionsPlanned interruptionsNumber of interruptions per yearHot water problems? Call usEquipment damaged bypower fuctuationsWhen will the power come back on?Call us to fnd out1011111212Listening to your feedbackResolving complaints effectively1414Guaranteed Service Level payment15131318
What is theCustomer Charter?The Customer Charter is a formaldocument that sets out ourcommitment to our residentialand small business customers.It provides you with information aboutyour electricity connection contractwith Ergon Energy Corporation Limited(Ergon Energy). That is, information on ourrespective rights and obligations on a rangeof issues relating to the provision of customerconnection and other services to you.The Customer Charter is only a summaryof these rights and obligations. They areexplained more fully under the applicableenergy laws.What do we do for you?For all enquiries relating to the physicalconnection and/or supply of electricityto your premises, please contact us.We’re happy to help in any way we can.Our other contact details can be foundon the back page of this CustomerCharter booklet.For all enquiries about the purchase ofelectricity and your electricity account, youwill need to contact your electricity retailer.Who is the Customer Charter for?This Customer Charter is for residentialand small business customers that ErgonEnergy supplies electricity to under theDeemed Standard Connection Contract.Ergon Energy is your electricity distributor.This means we own and operate theelectricity supply network includingthe poles, wires and cables that supplyyour electricity. We will remain yourdistributor unless you move to anotherdistribution service area.A residential or small business customerconsumes less than 100MWh of electricityin a year.Any work that is required on the supplynetwork side of your connection point isthe responsibility of Ergon Energy Network.We will provide connection services toyou under the Deemed StandardConnection Contract unless we haveentered into a negotiated connectioncontract with you for your premises.Any work from the connection point onyour premises is your responsibility andshould always be carried out by a licensedelectrical contractor.3Do you have any questions?Customers have the right to enter intoa negotiated connection contract underdifferent terms and conditions.4
Our servicepromises to youOther useful informationA range of other useful information isavailable on our website or by request.Available information includes: a description of how to read a meter andcheck its reliability; information on electrical safety,including safety switches andvegetation control; information on your responsibility forany overhead or underground linesthat are owned, or are to be owned,by you; and the prospect of voltage fuctuations(for example, power surges, spikes,blackouts and brownouts) andpreventative measures you can take.As part of our commitment to you,we’ve introduced a series ofservice standards and guaranteesacross our business.Our service promises andguarantees are:1 we’ll put you, our customer, frst;2 quick and easy connections;3 safer and more reliableelectricity 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 needsand concerns; respect your privacy; and use plain language in all ourcommunications with you.56
Calling usWhen you call us, we will: identify ourselves on answeringyour call; and aim to transfer you only once if yourenquiry requires specialist attention; or arrange for the correct person to returnyour call within a certain time, or at atime convenient to you.Writing to usWhen you write, fax or email us, we will: acknowledge your correspondence; let you know who is dealing withyour enquiry; and aim to respond to your query withinfve business days.Access for allWe will: ensure our public areas are accessibleto people with disabilities; ensure our services are accessibleto people with vision orhearing impairments; provide free access to translationand interpreting services; and provide a copy of the Customer Charterin a large print format upon request.Quick and easy connectionsReconnecting disconnected premisesWe will always aim to reconnect yourelectricity supply promptly if your premiseshave been disconnected.If you are entitled to have your electricitysupply reconnected and have taken allthe necessary steps to have the premisesreconnected, the following time frameswill apply: if you are connected to an urbanfeeder and you request your retailer toreconnect you by 12pm on a business day,we will reconnect your electricity supplythe same day or as agreed; if your request is made to your retailerafter 12pm, we will reconnect you by thenext business day or as agreed; if your request is made on anon‑business day, we will reconnect youon the next business day or as agreed; if you are connected to a short ruralfeeder, we will reconnect you by the nextbusiness day after your request to yourretailer or as agreed; and if you are connected to a long rural orisolated feeder, we will reconnect youwithin 10 business days of your requestto your retailer or as agreed.OUR GUARANTEE:If we don’t reconnect you withinthese times, or as agreed, we’ll payyou 57 for each day we’re late.*78
Getting connectedWrongful disconnectionIf supply is available, you (and/or yourelectrical contractor) have lodged allrequired paperwork and a valid service orderrequest has been received by us from yourRetailer, electricity supply to your premiseswill be connected on the agreed date.While we make every effort to ensure ourpeople have the right expertise, training,equipment and systems so that things goas planned, sometimes mistakes happen.Or where no date is agreed, we willconnect you: within 5 business days if you areconnected to an urban feeder; within 10 business days if you areconnected to a short rural or long ruralfeeder; or within 30 business days if you areconnected to an isolated feeder.OUR GUARANTEE:If we don’t connect you on theagreed date, we’ll pay you 57 foreach day we’re late.*Should we need to construct newpowerlines or infrastructure to connect yourpremises, we will work with you to set adate for the connection to be completed.OUR GUARANTEE:If we wrongfully disconnect theelectricity at your home or business,we will pay you 142 for theinconvenience.*A disconnection is considered to bewrongful if: we are not entitled to disconnectyou under legislation or yourconnection contract; we fail to comply with the requiredprocedures for disconnection underyour connection contract; we disconnect the wrong premisesbecause of an error in the retailer’srequest; or your retailer has not given you adisconnection warning where oneis required.Punctual appointmentsIf we make an appointment with you,where we will visit your premises forreading, testing, maintaining or inspectinga meter, or inspecting, altering or addingto the electrical installation, we’ll makethat appointment for a specifed day. If wecannot attend we’ll contact you before theday to reschedule.OUR GUARANTEE:If we don’t attend on the correctday and haven’t rescheduled theappointment, we’ll pay you 57 forthe inconvenience.*9Safer and more reliableelectricity supplyWe’re committed to providing a safe andreliable supply of electricity to your homeor business. However, it is not possible topromise a 100% reliable supply. Sometimesinterruptions occur beyond our control,such as during storms or accidents.What we can promise is to do everythingin our power to ensure our equipment andpeople are best able to deal with theseinterruptions. And if the electricity does10
go out, we’ll keep you informed while wework hard to restore the supply as quicklyas possible.Unplanned interruptionsIf there is an unplanned interruption to yourelectricity supply, we promise to try andrestore the supply as quickly as possible.Because we recognise the important roleelectricity plays in our everyday lives,we are determined to minimise the numberof interruptions that affect you.OUR GUARANTEE:If you are connected to an urban orshort rural feeder and the electricitysupply is not restored within 18hours, or if you are connected to along rural or isolated feeder and theelectricity supply is not restoredwithin 24 hours, we’ll pay you 114.*OUR GUARANTEE:In any fnancial year, if you areconnected to an urban feeder andexperience 13 or more eligibleinterruptions to your electricitysupply, or you are connected to ashort rural, long rural or isolatedfeeder and experience 21 or moreeligible interruptions to yourelectricity supply, we’ll pay you 114 for the inconvenience.*Planned interruptionsHot water problems? Call usPlanned maintenance and upgrades are anessential part of improving our electricitynetwork. However, we will always try tominimise the impact of any interruptions onour customers.If you are experiencing a hot waterproblem we can, in most circumstances,determine from your initial phone call if theproblem is within our control. If it is, and youare connected to an urban or short ruralfeeder, we’ll attend to your enquiry withinone business day or as otherwise agreed.If you are connected to a long rural orisolated feeder, we’ll attend to your enquiryby an agreed business day.Except in emergencies, if we need to carryout work that requires us to interruptyour electricity supply, we’ll notify youat least four business days in advance,by mail, letterbox drop, newspaper, pressadvertisement or other appropriate means.The notice will advise the expecteddate, time and duration of the plannedinterruption.OUR GUARANTEE:If we don’t inform you of a plannedinterruption and one occurs, we’ll payyou 28 if you are a small residentialcustomer and 71 if you are a smallbusiness customer.*11Number of interruptions per yearOUR GUARANTEE:If you are connected to an urbanor short rural feeder and we do notattend within one business day oras otherwise agreed, or you areconnected to a long rural or isolatedfeeder and we do not attend by theagreed business day, we’ll pay you 57 for every day we’re late.*12
Equipment damaged bypower fuctuationsListening to your feedbackPower fuctuations are caused by a rapidincrease in voltage and occur from time totime in all electricity supply systems.While power fuctuations cannot be predicted,you can take some precautions by havingelectricity protection devices installed.Your feedback is important to us as it helpsus improve the way we serve you.If your household equipment is damagedas a result of a power fuctuation that iswithin Ergon Energy’s control, you canclaim for compensation. We will theninvestigate to determine your eligibility.You can claim online; by phone;or in writing. review your feedback when makingbusiness decisions;Our team will acknowledge and investigateyour request and aim to send you a writtenreply within 10 business days.When will the power come back on?Call us to fnd outTo keep you informed of electricitysupply interruptions, we have a 24‑hourfaults service. You can obtain informationon the time and cause (if known) of theinterruption as well as the location andthe estimated time when the supply ofelectricity will be restored. We update thisinformation regularly as it is received fromour feld crews.We will: strive to understand your viewsand priorities; keep you informed with up‑to‑date andaccurate information about us and ourservices; and monitor our performance and servicelevels every year to ensure we aremeeting your needs.Resolving complaints effectivelyIf our service does not meet yourexpectations, please contact us so wecan improve the way we serve you.All complaints to us will be handled inaccordance with our standard complaintsand dispute resolution procedures.For long outages, such as in severeweather, progress reports will be broadcaston accessible local radio stations and othermediums where practicable.If you are a registered Life Supportcustomer and we learn the power will beout in your area for an extended period,an Ergon Energy representative will tryto contact you to tell you of the expectedduration of the interruption.13* Conditions apply. These GuaranteedService Levels are set out in full in theElectricity Distribution Network Codeavailable at qca.org.au14
Guaranteed ServiceLevel paymentRights andobligationsIf you are eligible for a GuaranteedService Level payment, we willdo our best to ensure this ispaid automatically to you. If,however, you have not received aGuaranteed Service Level paymentand believe you are entitled toone, you should make a request.Claims must be made within threemonths of the event, except forclaims associated with the numberof interruptions per year, whichmust be made within three monthsof the end of the fnancial year.The contract between usYou can claim online; by phone; or in writing.Our team will investigate your request and,if your claim is valid, we aim to send youa written reply with payment within 10business days. If your claim is not valid,we will promptly contact you by phone orsend you a letter outlining the reasons whyyour claim has been denied.Ergon Energy will supply electricity to yourpremises in accordance with applicableenergy laws and the terms and conditionsof your Deemed Standard ConnectionContract with us.This includes providing, installing andmaintaining equipment for the provisionof customer connection services at yourpremises. Our obligations extend up tothe supply point for delivering electricityfrom our network to your premises only.Before we can start supplying youwith electricity, your premises must beconnected to our supply network.To do this, you will need to establish anelectricity account with your retailer.Our obligation to supply you withelectricity may be subject to: your application for supply not being ata rate more than the maximum capacityof the connection to our supply network; complying with a requirement by usfor a reasonable advance payment,a reasonable security or agreementfor security, or a capital contributiontowards our costs incurred, or to beincurred, in extending or increasingthe capacity of our supply network toprovide you with services; if your premises have beendisconnected, that we are reasonablysatisfed that the matter that caused thedisconnection has been rectifed;1516
for supply to premises for which there isan existing agreement with us, that youagree to similar terms to those thatapply for the balance of the term ofthe existing agreement; that you will provide and maintain space,equipment, access, facilities or anythingelse required; that you have a retail contract with aretailer for the provision of customerretail services to the premises; and applicable energy laws, which mayprovide that an obligation does, or doesnot, apply.When does the contract start?The Deemed Standard Connection Contractapplies without the need for you or usto actually sign a contract. Ergon Energywill supply electricity through our supplynetwork to you at your premises underthe terms and conditions of your DeemedStandard Connection Contract. YourDeemed Standard Connection Contractwith us starts when we frst provide youwith customer connection services.Subject to any requirements underapplicable energy laws, we will provide thefollowing customer connection servicesto you under your Deemed StandardConnection Contract: the connection of your premises to oursupply network to allow us to supplyelectricity to your premises; and the supply of electricity from our supplynetwork to your premises.Unless you have a negotiated connectioncontract with Ergon Energy for yourpremises, your supply will be governedby the terms and conditions of the DeemedStandard Connection Contract.17What your contract does not cover the connection to our supply networkof any generating plant you may haveon your premises for the purpose ofexporting electricity into our supplynetwork. You will need to enter intoa separate agreement with us if youintend to export electricity into oursupply network; the provision of customer retail servicesto your premises. You will have aseparate contract with your retailer thatdeals with the sale of electricity to yourpremises; and the arrangement for connecting yourpremises to our supply network wherethere is not currently a network availableto your premises. In this situation,you may be required to pay us a capitalcontribution towards the establishmentof the network.ChargesNetwork and distributionnon-network chargesYou must pay us for the customer connectionservices we provide to you. These charges willbe the amount determined by us for networkcharges and distribution non‑network chargesfrom time to time in accordance with allapplicable regulatory instruments. Furtherinformation on our network and distributionnon‑network charges can be found atergon.com.auNetwork charges are our charges for: the distribution use of systemcharges for the use of our sharedsupply network; and18
any transmission use of systemcharges payable by us for the use ofa transmission grid to which our supplynetwork is connected.Distribution non‑network charges are thecharges, approved by the Australian EnergyRegulator, set out in our price list that: relate to a specifc request by you oryour retailer for us to do an activity orprovide a service; or relate to a requirement under applicableenergy laws, and do not includenetwork charges.If there are any conditions that are relevantto any tariff or charging category whichapplies to you for provision of customerconnection services to your premises,we will advise you or your retailer ofthose conditions. If you fail to comply withthe conditions, we may change your tariffor charging category.Your obligationsGeneral obligationsExamples of distribution non‑networkcharges are disconnection fees,reconnection fees, special meter readfees and meter test fees.You have a number of general obligationsunder your Deemed Standard ConnectionContract.We will notify your retailer wheneverthere is a change in network charges ordistribution non‑network charges, or amaterial change in the processes fortheir determination. not mislead or deceive us in relation toany information provided;BillingWe will provide your retailer with a billfor your network charges and distributionnon‑network charges. Your retailer will billyou for these charges on our behalf. If youpay these amounts to your retailer, you aretaken to have paid that amount to us.In limited circumstances, we may agreeto bill you directly for network chargesand/or distribution non‑network charges,rather than billing you through your retailer.If we are billing you directly, we mayrequire you to provide a security deposit.Except for distribution non‑networkcharges, we cannot bill you directlyunless you are a business customer withaggregate annual energy consumptionacross your premises of more than100MWh of electricity per annum.19Charging categoriesYou must: inform us or your retailer as soon aspossible if:‑ there is any change to your contactdetails or any change materiallyaffecting access to any meteringequipment at the premises;‑ there is any proposed changein wiring or plant or equipment,including metering equipment, or anychange to the operation of connectedplant or equipment which mayaffect the quality, reliability, safetyor metering of the connection or thesupply of electricity to your premisesor any other person;‑ there is any permanent materialchange to the electrical load orpattern of usage at the premises. Forexample, the installation of a largenew air conditioning plant, motor,welder or other new equipment thatuses a large amount of electricity;20
pay for the customer connectionservices in accordance with the DeemedStandard Connection Contract; comply with applicable energy laws andother relevant instruments relating tothe provision of customer connectionservices under your Deemed StandardConnection Contract; comply with our reasonablerequirements in accordance withapplicable energy laws. This includesan obligation on you to provideand maintain at your premises anyreasonable or agreed facility requiredby us for the provision of customerconnection services; you must not, and must take reasonablesteps to ensure others do not:‑ illegally use electricity supplied toyour premises;‑ interfere or allow interference with anyof our equipment at your premises,except as may be permitted by law;‑ use the electricity supplied to yourpremises or any electrical equipmentin a way that unreasonably interfereswith the connection or supply ofelectricity to another customer,or causes damage or interferenceto any third party;‑ allow customer connection servicesprovided by us to be used other thanin accordance with your DeemedStandard Connection Contract and theapplicable energy laws; or‑ tamper with, or permit tamperingwith, any meters or associatedequipment.21Life Support ProgramIf a person living at the premises requireslife support equipment, you mustregister the premises for our Life SupportProgram. This is important to ensure thatthe premises are not disconnected, exceptas permitted under the energy laws, whilethe person resides there.You must inform us if the person on the LifeSupport Program vacates the premises orno longer requires this service.Access to the premisesYou must provide us (and our authorisedrepresentatives) safe, convenient andunhindered access to your premises atany reasonable time. This includes takingappropriate action to prevent menacingor attack by animals, so that we can: read, test, maintain, inspect or alter anymeter at the premises; calculate or measure electricity suppliedor taken at the premises; check the accuracy of meteredconsumption at the premises; replace meters, control apparatus andother electrical equipment of ours; connect or disconnect supply tothe premises; examine or inspect an electricalinstallation at the premises; inspect, make safe, operate, change,maintain, remove, repair or replace anyof our works at the premises; undertake repairs, testing ormaintenance of the supply network; clear vegetation from electric lines andelectrical equipment owned by us;22
take action to decide the appropriate tariffor charging category for the premises; and perform services requested by youor your retailer.We, and our representatives, will alwayscomply with all relevant legal requirementsand will carry or wear offcial identifcationand show it when requested to.Interruption to supplyYour customer connection services may beinterrupted or limited from time to time.We will ensure this is in accordance withthe circumstances set out in the applicableenergy laws or conditions of any applicabletariff or charging category.InterruptionsWe will notify you of a planned interruptionat least four business days in advance(unless a shorter period is agreed by you)by mail, letterbox drop, newspaper orpress advertisement or other appropriatemeans. For work that we need to performwithout delay to prevent, rectify ormitigate an emergency, we will provide youwith whatever reasonable notice we areable to in the circumstances.If the supply of electricity to the premisesis interrupted as a result of an emergency,we will: make information regarding the natureof the emergency available and, wherereasonably possible, estimate the timewhen the supply of electricity willbe restored. This information will beavailable via our 24‑hour informationservice; and23 use all reasonable endeavours to restorethe supply of electricity to the premisesas soon as possible.Life Support ProgramIf you have registered your premises ashaving life support equipment, we will: provide you with access to a dedicatedemergency number; give you notice of planned interruptionsin writing; and give you information to assist thepreparation of a plan of action incase of interruptions.Your right to informationShould you ask us, we will always do ourbest to provide an explanation for anyinterruption to your supply of electricityand/or standard of supply in breach of anyrelevant standards under applicableenergy laws.Guaranteed Service LevelsUnder the Electricity Distribution NetworkCode, we are required to meet certainservice levels if you are a small customer.If we do not meet these service levels, youmay be entitled to a payment.Information on the service levels we arerequired to meet, the payment amountsand how you can make a request for aGuaranteed Service Level payment can befound under “Our service promises to you”.24
ComplaintsDisconnectionIf you have a complaint relatingto our service, product, staff orcomplaint process, we encourageyou to contact us.When we can disconnectErgon Energy has developed a StandardComplaint and Dispute Resolution Procedure.This explains how we will manage yourcomplaints and disputes, when you canexpect to hear from us, and what options youhave if you feel your complaint or dispute hasnot been handled effectively. This documentcan be found at ergon.com.au.We’ll make every effort to address yourcomplaint when you frst contact us. If we’reunable to resolve your complaint at frst pointof contact we will refer it to our CustomerInvestigations and Resolutions Team.If you are not satisfed with the responseor proposed resolution, you have the rightto request that your complaint or disputebe escalated to the Distribution CustomerAdvocacy Team.Should you not be satisfed with theinvestigation outcome you are entitled tocontact the Energy and Water Ombudsmanof Queensland. They can be contacted atewoq.com.au or by calling 1800 662 837,once you have provided us with theopportunity to resolve it frst.Subject to Ergon Energy following allnecessary processes required by theapplicable energy laws and DeemedStandard Connection Contract, includingthe provision of notice where required,we may arrange to disconnect yourpremises if: your retailer requests us toarrange disconnection; you refuse or fail to pay us followinga request for a capital contribution; you do not provide and maintain space,equipment, access, facilities or anythingelse you must provide for customerconnection 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 directionof a relevant authority including State orFederal police; you provided false information to us oryour retailer (in circumstances whereyou would not have been entitled to beconnected if the false information hadnot been provided); you do any of the following or fail totake reasonable steps to ensure othersdo not do any of the following:‑ illegally use electricity supplied tothe premises;2526
‑ interfere or allow interference withany of our equipment which is at thepremises, except as permitted by law;We can disconnect your premises withinthe above times if any of the followingcircumstances apply:‑ use the electricity supplied to thepremises or any electrical equipmentin a manner which unreasonablyinterferes with the connection orsupply of electricity to anotherpremises or which causes damage orinterference to any third party; for reasons of health and safety,or in an emergency;‑ allow customer connection servicesprovided by us to be used otherthan in accordance with the DeemedStandard Connection Contract or bylaw; or as directed by a relevant authority suchas the State or Federal Police.‑ tamper with, or permit tamperingwith, any meters or associatedequipment; we are billing you directly and you failto pay a bill by a due date; we are entitled to require a securitydeposit from you and upon request,you do not provide a security deposit; or we are otherwise entitled under applicableenergy laws to disconnect you.When we will not disconnectErgon Energy will not disconnectyour premises: before 8am or after 3pm on a businessday; on a Friday, on a weekend, on a publicholiday, or on the day before a publicholiday; or between 20 December and 31 December(inclusive) in any year.27 if the electricity or services provided toyou, or our equipment at your premises,are wrongfully used or tampered with; on your request or with your agreement; orIf you have registered your premises ashaving life support equipment, ErgonEnergy will not disconnect your supply,except in an emergency.Reconnection after disconnectionWe will reconnect your premises where: all conditions for reconnection havebeen met; the grounds for disconnection have beenresolved (this may include complyingwith requirements set out in the contractyou have with your retailer); and your retailer makes a request to usfor reconnection on your behalf.Unless you request a later date, we willreconnect your premises on the samebusiness day if we receive a valid requestfrom your ret
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 residential and small business customers that Ergon Energy supplies electricity to under the Deemed Standard Connection Contract.
