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Timeframes for electricity meter connections for customers located in NSW/ACT, SA or QLD

1. Where a New Connection1 Service required

  1. By a date agreed to by the customer and Pooled Energy
  2. If no agreed date, by no later than 6 business days from the date we are notified the connection service is complete by the Distributor2 or Accredited Service Provider3 notifies us

2. Meter Exchange4

  1. By a date agreed to by the customer and Pooled Energy
  2. No later than 15 business days from the date of request if no date is agreed

The timeframes specified in 1. and 2. are not applicable when any of the below apply.  Once any exceptions are resolved, the timeframes apply from the date we are notified of resolution:

  • The customer has not entered into an agreement with us to install the meter
  • The customer’s site is not accessible or safe or the connection is not completed
  • The meter installation requires interruption to another customer’s electricity supply
  • The customer has entered into an aggregated electricity consumption agreement5 with us (refer to subrule 5(2) of the National Energy Retail Rules and the agreement states the timeframes do not apply

3. Where a connection alteration6 is required

  1. By a date agreed to by the customer and Pooled Energy
  2. No later than 15 business days from the date of request if no date is agreed

Where a Distribution Network Service Provider is providing the connection alteration, it must coordinate the alteration with us

The timeframes specified in 3. are not applicable when any of the below apply.  Once any exceptions are resolved, the timeframes apply from the date we are notified of resolution:

  • The customer has not entered into an agreement with us to install the meter
  • The customer’s site is not accessible or safe or the connection is not completed
  • The meter installation requires interruption to another customer’s electricity supply
  • The customer has not met the conditions of its connection contract with the Distributor
  • The customer has entered into an aggregated electricity consumption agreement with us (refer to subrule 5(2) of the National Energy Retail Rules) and the agreement states the timeframes do not apply
  • Required Augmentation for the connection alteration has not been completed

 

1 A new connection is a site that has no existing electricity supply connection or electrical metering. A physical new connection of supply is required and a new meter is installed to connect the power to the site.

2 A Distributor owns the electricity equipment (such as the poles and wires) that deliver energy to your installation.

3 Accredited Service Provider (ASP) is applicable to NSW/ACT customers only.

4 A meter exchange is when we are replacing your existing meter.

5 An aggregated electricity consumption agreement is a separate contract that includes multiple National Metering Identifiers (NMI) which are not currently offered by Pooled Energy.

6 A connection alteration is when a change is made to your existing connection. This could include changes such as meter relocations, upgrading your power supply to 3 phase adding or removing controlled load hot water among others.6

7 Please note the date range doesn’t apply to life support customers.

8 A connection contract is a contract with your Distributor regarding a connection service.

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