Last updated: 09 Mar 2023
Energy service orders
Why things can go wrong with energy service orders and the rules and timeframes that apply to different types of electricity and gas service orders.
On this page:
Reason things go wrong
Whether it’s a connection to a new property or to an existing property, supply connection and disconnection involve a number of inter-related processes. Everything doesn’t always go to plan.
Some of the reasons things go wrong:
- Communication problems between the retailer logging the request and the local distributor carrying it out.
- Insufficient notice given by the customer.
- Incorrect or incomplete paperwork and/or certificates.
- Meters not accessible.
- Safety concerns.
- The customer doesn’t pay their required financial contribution to the works.
- Supply is not disconnected as the customer requested.
Rules about service orders
Under the Energy Retail Code of Practice (esc.vic.gov.au/electricity-and-gas/codes-guidelines-and-policies/energy-retail-code-practice), for Standard Retail Contracts, the electricity or natural gas retailer with the obligation to arrange your connection must submit that request to your distributor no later than the next business day. Market Retail Contracts may have different timeframes.
Electricity connections
Under the Electricity Distribution Code of Practice (esc.vic.gov.au/electricity-and-gas/codes-guidelines-and-policies/electricity-distribution-code-practice) your electricity distributor must use its best endeavours to energise an existing connection within one business day of receiving all the necessary information from your retailer (by 3pm). It must perform new electricity connections within 10 business days of receiving all necessary paperwork and certificates (usually from your electrician).
Also, it must disconnect supply at your request or at the request of your energy retailer.
Gas connections
Under the Gas Distribution System Code of Practice (esc.vic.gov.au/electricity-and-gas/codes-guidelines-and-policies/gas-distribution-system-code-practice) your gas distributor must also use its best endeavours to energise an existing connection within one business day of receiving all the necessary information from your retailer (by 3pm).
Unless an earlier date is agreed, it has up to 20 business days to perform a new gas connection—from receiving all paperwork and certificates (usually from your plumber).
It must also disconnect your supply at your request, or at the request of your gas retailer.
More information: You’ll find these codes on the Essential Services Commission’s website: esc.vic.gov.au/electricity-and-gas/electricity-and-gas-codes-guidelines-and-policies
Need further help? If you're not satisfied with your electricity or gas company, contact it with your complaint. If you’re not happy with its response, contact EWOV – we’re here to help!