Queensland Market Participant Handbook
Operational Procedures Market Participant ID: ENERGEXP Market Participant ID: ERGONETP
Effective date: 8 January 2018 Version 0.2
Ergon Energy Corporation Limited ABN 50 087 646 062 Page 1 of 196 Energy Queensland Limited ABN 96 612 535 583 Reference <> Ver<> Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Version Control
Version Author Date Description
Draft Alison Rowell 01 September Creation of new Qld Market Participant Handbook 2017
Final Draft Alison Rowell 25 October Final Draft for Distribution and Review 2017
0.1 Alison Rowell 24 November Update with Retailer, MP and Internal Feedback
CONTENTS
1 Introduction ...... 10 1.1 Purpose and Scope ...... 10 1.2 Definitions, Abbreviations and Acronyms ...... 10 1.3 References ...... 10 1.4 Amendments ...... 11 1.5 References to Time ...... 11
2 Contacts and Enquiries ...... 12 2.1 Retail Support ...... 12 2.2 Retailer Portal ...... 12 2.3 Energex and Ergon Energy General Contact Details ...... 12 2.4 Energex Retailer Consultation and Information Group (ERCIG) ...... 14 2.5 Ergon Energy Retailer Consultation and Information Group (EERCIG) ...... 15 2.6 Contact with Retailers Regarding Ergon Energy Emergency Network Events ...... 16 2.7 Escalation Contacts ...... 17 2.8 Market Participant Contact Details ...... 17
3 NMI Discovery...... 18 3.1 NMI Discovery Requests ...... 18 3.2 Previous FRMP Information ...... 18 3.3 Excluded NMIs – Isolated (ISO) ...... 18 3.4 NMI Ranges ...... 19 3.5 Conducting a NMI Discovery Type 1 Using the Meter Property Number ...... 19
Page 2 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
4 Communications Regarding Customer’s Premises ...... 22 4.1 Faults and Unplanned Interruptions Information ...... 22 4.2 Distributor Planned Interruption Information ...... 22 4.3 Retailer Planned Interruption Information ...... 22 4.4 Cold Water Complaints ...... 23 4.5 Premises De-Energised at DNSP’s Discretion ...... 23 4.6 Requests Regarding Other Faults...... 24 4.7 Complaints and Claims ...... 24 4.8 Guaranteed Service Levels (GSLs) ...... 24 4.9 Requests for Documentation ...... 25 4.10 Changes to the Electrical Partners Portal – Ergon Energy ...... 25
5 Major Events and Disaster recovery Process ...... 27 5.1 Major Events and Disaster Recovery Overview ...... 27
6 Customer and Site Details Notifications ...... 29 6.1 Customer Details ...... 29 6.2 Use of Customer and Site Details Notification ...... 29 6.3 Customer Telephone Numbers ...... 29 6.4 Life Support Notifications ...... 30 6.4.1 Customer Contacts DNSPs about Life Support ...... 31 6.4.2 Customer Contacts their Retailer about Life Support ...... 32 6.5 Life Support Reconciliation ...... 33 6.6 Sensitive Load ...... 33 6.7 Site Access Notification ...... 33
7 Power of Choice ...... 35 7.1 Power of Choice Overview ...... 35 7.2 Metering Coordinator (New Market Participant) ...... 36 7.3 Allocate NMI ...... 36 7.4 Establish Supply ...... 36 7.5 Meter Fault & Issue Notification (MFN) ...... 36 7.6 One Way Notifications (OWN) ...... 37 7.7 Notice of Metering Works (NOMW) ...... 38 7.8 Type 4a Metering ...... 38
8 End-to-End Process for a New NMI and Establish Supply (Formerly New connection process) . 39 8.1 Overview of Standard Steps for an Establish Supply (New Connection) ...... 39 8.2 Connect Application Process ...... 40 8.3 Form A/Electrical Work Request (EWR) ...... 41
Page 3 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8.3.1 Monitoring Progress of EWR/Form As ...... 42 8.4 Allocate NMI – Supply Service Works (SSW) ...... 45 8.4.1 Incorrect Market Participants on the Allocate NMI...... 45 8.4.2 Large New Connections NMIs ...... 46 8.5 Establish Supply - Supply Service Works (SSW) Permanent New Connections ...... 46 8.5.1 Non-Metering Work – Supply Service Work (SSW)...... 48 8.5.2 Metering Work - Metering Service Work (MSW)...... 49 8.5.3 Establishing Supply for Unit Blocks (Energex Only) ...... 49 8.5.4 Bulk Meter Supply Establish Supply ...... 50 8.5.5 Bulk Meter Conversion Process and Life Support ...... 50 8.5.6 Embedded Network Establish Supply ...... 50 8.5.7 Delay in Completion of the Establish Supply ...... 51 8.5.8 Establish Supply Completed by DNSP with Form 3/B due to Defects ...... 51 8.5.9 Establish Supply with Controlled Load Relay ...... 52 8.6 Establish Supply - Supply Service Works (SSW) Temporary Builders Supply (TBS) ...... 52 8.6.1 Establishing a TBS ...... 53 8.6.2 TBS to Permanent Supply ...... 54 8.6.3 Concurrent TBS and Permanent Supply (Large Connection Sites Only) ...... 55
9 De-Energisation ...... 56 9.1 De-Energisation Summary ...... 56 9.1.1 De-Energisations and Protected Periods ...... 56 9.2 Physical De-Energisation – DNSP ...... 57 9.2.1 De-energisation of a Residential premises (RES) ...... 58 9.2.2 De-energisation of a Business Premises (BUS) ...... 60 9.2.3 De-Energisations in ‘Excluded’ and ‘Remote’ Locations ...... 61 9.2.4 Consumption Identified at Physical De-Energised Premises ...... 61 9.3 De-Energisation – Meter Provider ...... 61 9.3.1 Life Support NMIs and Remote De-Energisations ...... 61 9.3.2 DNSP as Notified Party – Remote De-Energisation (Type 4 Metering) ...... 62 9.3.3 Network Billing Updates – Remote De-Energisation ...... 62 9.3.4 Change of Metering Installation Details – Remote De-Energisation ...... 62 9.4 De-Energisation Requests – Retailer ...... 62 9.4.1 De-Energisation – Change of Retailer ...... 62 9.5 Temporary De-energisation/Re-energisation ...... 63 9.5.1 De-Energisation Continuing After Planned Interruption ...... 64
10 Re-Energisation ...... 64 10.1 Re-Energisation Summary ...... 64 10.2 Re-Energisation - Retailer ...... 65 Page 4 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
10.2.1 Multiple Re-Energisation Service Orders from the Same Retailer ...... 65 10.2.2 Re-Energisation – Visual Safety Inspection (VSI) ...... 65 10.3 Remote Re-Energisation – Meter Provider ...... 66 10.3.1 Re-Energisation – DNSP as Notified Party ...... 66 10.3.2 VSI Prior to Remote Re-Energisation ...... 67 10.4 Physical Re-Energisation - DNSP ...... 67 10.4.1 Re-Energisations Requiring Visual Safety Inspection (VSI) ...... 68 10.4.2 Re-Energisations – Main Switch Seal (MSS) ...... 69 10.5 Re-Energisation Timeframes ...... 70 10.5.1 Re-Energisation Timeframes – Energex ...... 71 10.5.2 Re-Energisation Timeframes – Ergon Energy ...... 72 10.5.3 Urgent Re-Energisations...... 74 10.5.4 Customer Requests After-Hours Re-Energisations ...... 75 10.5.5 Retailer Requests After-Hours Re-Energisations ...... 75 10.6 Re-Energisations in Excluded, Remote Long Rural and Isolated Locations (Energex only) .... 76 10.6.1 Excluded Location Appointments ...... 76 10.7 Re-Energisations Following Temporary De-Energisation ...... 76
11 Temporary Isolation ...... 78 11.1 Temporary Isolation Summary ...... 78 11.2 Metering-Related Temporary Isolation ...... 78 11.2.1 Retailer Requests a DNSP Planned Interruption ...... 78 11.2.2 Service Order Coordination - DNSP and Meter Provider ...... 80 11.2.3 Meter Provider – Appointment Time ...... 81 11.2.4 Single Outage for Multiple Customers ...... 81 11.2.5 Multi-Tenancy Planned Interruptions ...... 81 11.2.6 DNSP and Meter Provider (MP) to Attend at the Same Time ...... 82 11.2.7 Network Faults at Site ...... 82 11.2.8 Alternate Control Service and Fee Charges ...... 82 11.3 Miscellaneous Temporary Isolation...... 83
12 Other B2B Service Orders...... 85 12.1 Supply Alterations ...... 85 12.1.1 Coordination Required with Meter Provider (MP) ...... 86 12.1.2 No Coordination Required with a Meter Provider (MP) ...... 86 12.1.3 Missed Appointments ...... 86 12.1.4 General Principles for Supply Alterations ...... 86 12.1.5 Bundled Services ...... 87 12.1.6 Controlled Load Relay Overview ...... 87
Page 5 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
12.1.7 Controlled Load Relay Installation ...... 88 12.1.8 Controlled Load Relay Installation – Solar ...... 89 12.1.9 Controlled Load Relay Installation – Hot Water Only ...... 90 12.1.10 Controlled Load Relay Reconfiguration ...... 91 12.1.11 Controlled Load Relay - Meter Churn with Relay Remaining ...... 91 12.1.12 Controlled Load Relay Removal ...... 93 12.2 Supply Abolishment ...... 95 12.2.1 Different Scenarios for Supply Abolishment ...... 96 12.2.2 NMI Status Published to the Market ...... 97 12.2.3 New Desktop Abolishment Process ...... 97 12.2.4 Expedited Supply Abolishment B2Bs ...... 97 12.2.5 Unmetered Supply and Supply Abolishment B2Bs ...... 97 12.2.6 Demolition Already Completed Prior to Supply Abolishment Received ...... 97 12.3 Meter Investigations ...... 98 12.3.1 Meter Theft/Tampering Identified by the Meter Provider (MP) ...... 99 12.4 Special Reads ...... 99 12.5 Metering Service Works (MSW) Meter Reconfiguration and Supply Service Works (SSW) Tariff Change ...... 100 12.6 Non-Business Days ...... 100 12.7 Appointments (For Type 6 Meters) ...... 101 12.7.1 Access Matrix ...... 102 12.7.2 Feeder Types – Ergon Energy ONLY ...... 102
13 Network Charges ...... 103 13.1 Charges for Customer Initiated Work ...... 103 13.1.1 Service Billed Direct to the Customer ...... 105 13.2 Call Out Fees – Wasted Truck Visits ...... 105
14 Network Billing ...... 106 14.1 Fixed Charges ...... 106 14.2 Volume Charges – Tariff 8800/Option 3 or Tariff 37 (Energex Only) ...... 106 14.3 Demand Charges – Energex Only ...... 107 14.3.1 Generation Sites ...... 107 14.4 Aggregation of Consumption Data for SMALL NMIs – Ergon Energy only ...... 108 14.5 Aggregation of Interval Data for LARGE NMIs (not including Individually Calculated Customers (ICC)) – Ergon Energy only ...... 109 14.6 Using Calculated Demand Where Demand Metering is not Installed for SAC Large Customers – Ergon Energy Only ...... 109 14.7 Capacity Charges – Energex Only ...... 110 14.8 Alternative Control Services Charges ...... 110 14.9 Metering Services Charge ...... 111 Page 6 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
14.10 GST Component ...... 111
15 Network Tariff...... 112 15.1 Application of Network Tariff Class / Tariffs ...... 112 15.1.1 Tariff Classifications - Ergon Energy ...... 112 15.1.2 Network Tariffs – Ergon Energy ...... 113 15.1.3 Changes to Jurisdictional Scheme Charges – Ergon Energy ...... 113 15.2 Standard Control Services Tariff Class Assignments and Reassignments ...... 113 15.3 Customer or Retailer Initiated Tariff Changes ...... 113 15.4 DNSP Initiated Tariff Change ...... 114 15.5 Basic Type 6 Meter Reconfigurations ...... 114
16 Metering ...... 116 16.1 Meter Exchange from Type 6 to Type 4 ...... 116 16.2 Meter Fault & Issue Notification (MFN) ...... 117 16.2.1 Non-Compliant Meters Under Chapter 7 of Electricity Rules ...... 117 16.3 Meter Data Queries ...... 118 16.4 Transposed Metering ...... 118 16.5 Customer Self Reads ...... 119 16.5.1 Customer Self Reads – Energex ...... 119 16.5.2 Customer Self Reads – Ergon Energy ...... 119 16.6 Meter Box Locks and Locksmiths ...... 120
17 Embedded Networks ...... 121 17.1 Embedded Network Overview ...... 121 17.2 Embedded Network Roles ...... 121 17.3 Embedded Network Current Processes ...... 121 17.4 Embedded Networks and Life Support ...... 122
18 Unmetered Supply (UMS) ...... 123 18.1 Unmetered Supply Overview ...... 123 18.1.1 Public Lighting Information Guide – Ergon Energy ...... 123 18.2 Streetlights Unmetered Supply Process – Energex ...... 124 18.3 Streetlights Unmetered Supply Process – Ergon Energy ...... 126 18.4 Network Billing for Unmetered Supply - Rate 1, Rate 2 and Rate 3 Streetlights ...... 126
19 Micro Embedded Generating (MEG) Units (Solar Systems) ...... 127 19.1 Process for a Customer to have a Micro Embedded Generator (MEG) Installed ...... 127 19.2 MEG Application...... 127 19.3 Installing the MEG ...... 127 19.3.1 Churn Meter to Install MEG – Energex ...... 128
Page 7 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
19.3.2 Meter Reconfiguration to Install MEG – Ergon Energy ...... 128 19.3.3 MEG Inspection – Ergon Energy ...... 128 19.4 Unregistered Solar Consumption ...... 128 19.5 Allocation of NMIs for MEGs ...... 129 19.6 Solar Tariffs and Solar Feed-In Tariff ...... 129 19.6.1 Solar MEG Tariff Codes – Energex ...... 129 19.6.2 Solar MEG Tariff Codes – Ergon Energy ...... 131 19.7 Change of a Customer at a Premises with Existing Solar Installation - Customer and Site Detail Notification ...... 132 19.8 Who is Eligible to Receive the Queensland Government Solar Bonus? ...... 132 19.9 Solar Feed-In Tariff Review Process ...... 133 19.10 Tracking the Status of Applications for MEGs ...... 134
20 Batteries and Additional Generators ...... 135 20.1 Legislation Changes to Solar Batteries and Generators ...... 135 20.2 Array Upgrades ...... 135 20.3 Monitoring Compliance ...... 135 20.4 Electrical Partners Portal Update for Battery Inverter ...... 136
21 Requesting Reclassification of NMI Classification Code and Customer Threshold ...... 137 21.1 Retailer Initiated Reclassification Requests ...... 137 21.2 DNSP Initiated Reclassifications ...... 138 21.3 Classification of Small Customers as Residential or Business ...... 138
22 Energex and Ergon Energy Portals ...... 139 22.1 Electrical Partners Portal ...... 139 22.2 Retailer Portal ...... 139
Annexure 1: Glossary of Terms ...... 140
Annexure 2: Performance of B2B Service Orders at Excluded and Remote locations (ENERGEX ONLY) ...... 150
Annexure 3: Energex’s Excluded and Remote Locations ...... 152
Annexure 4: Completion of Standard B2B Service Orders - NMI Classification Small (Ergon Energy Only) ...... 159
Annexure 5: Access Matrix (Energex) ...... 162
Annexure 6: Access Matrix (Ergon Energy Only) ...... 166
Annexure 7: Theft and Tampering Report (Form 1170) ...... 171
Annexure 8: Example of Electrical Work Request (EWR) Email sent to Retailer ...... 173
Page 8 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Annexure 9: VSI Prior to Remote Re-Energisation ...... 175
Annexure 10: QECMM Controlled Load Wiring Diagram ...... 176
Annexure 11: Example of a Notification of Metering Works xml Schema ...... 177
Annexure 12: Retailer and Electrical Partners Portal Information ...... 180
Annexure 13: How to Create a Connect Application ...... 189
Page 9 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
1 INTRODUCTION
1.1 Purpose and Scope
The purpose of this Handbook is to define the standard protocols for communication and transactions between Energex Ltd (Energex) and Ergon Energy Corporation Limited (Ergon Energy), Electricity Retailers, Metering Co-Ordinators, Meter Providers and Electrical Contractors operating within Energex and Ergon Energy’s distribution area.
The Handbook is also known as the “Operational Procedures” and replaces all previously published Energex and Ergon Energy Retailer Handbooks.
This Handbook supports aspects of the parties’ interaction under regulatory instruments but is not intended to supplant or vary the parties’ rights and obligations under those instruments. This document remains administrative only in nature and the source regulatory instruments should be referred to for clarity regarding rights and obligations.
Energex Ltd (Energex) and Ergon Energy Corporation Limited (Ergon Energy) will be referred to in this document as the Distribution Network Service Providers (DNSP), and where their service or processes differ this will be highlighted as follows:
Energex Ltd (Energex)
Ergon Energy Corporation Limited (Ergon Energy)
1.2 Definitions, Abbreviations and Acronyms
A glossary of terms commonly used throughout this Handbook is contained at Annexure 1.
1.3 References
Unless otherwise expressly stated, the terms and definitions contained in this Handbook are consistent with: National Electricity Law as amended by the Electricity – National Scheme (Queensland) Act 1997 (Qld), National Electricity Rules as amended by the Electricity – National Scheme (Queensland) Regulation 2014 (Qld), National Electricity Regulations, National Energy Retail Law as amended by the National Energy Retail Law (Queensland) Act 2014 (Qld), National Energy Retail Rules as amended by the National Energy Retail Law (Queensland) Regulation 2014 (Qld), National Energy Retail Regulations the Electricity Act 1994 (Qld), Electricity Regulation 2006 (Qld), Electrical Safety Act 2002 (Qld), Electrical Safety Regulation 2013 (Qld) Electricity Distribution Network Code (EDNC)
Page 10 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Queensland Electricity Act 1994 Queensland Electricity Industry Code 2007 Queensland Electricity Regulation 2006 AEMO B2B Procedure: Service Order Process (Version 3 Effective Date 01 December 2017) AEMO B2B Guide (Version 1.0, Effective Date 01 December 2017) AEMO MSATS PROCEDURES CATS Procedure Principles and Obligations (Version 4.2, Effective Date 01 December 2017)
The provisions of the applicable law will prevail over the provisions of this Handbook to the extent of any inconsistency
1.4 Amendments
Energex and Ergon Energy (the DNSPs) reserve the right to alter this Handbook to ensure the efficiency of its operations and to maintain consistency with the applicable law.
Prior to any amendment of this Handbook, the DNSPs will issue a marked-up draft and seek feedback from Market Participants via the Consultation Group distribution lists. Market Participants may also request amendments to this Handbook.
While the DNSPs will have reasonable regard to a Market Participant’s feedback and requests for amendment, the DNSPs retain the final discretion as to whether the feedback or proposed amendment will be adopted. In exercising this discretion, the DNSPs will consider whether the change/s has general application to all Market Participants, as it is intended that this Handbook will apply to all Market Participants.
All parties acknowledge that where an amendment to this Handbook is required to maintain consistency with the applicable law or changes in the applicable law, agreement to the required amendment will not be unreasonably withheld.
1.5 References to Time
All references to time in this Handbook relate to Australian Eastern Standard Time (AEST).
Queensland does not participate in daylight savings.
Page 11 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
2 CONTACTS AND ENQUIRIES
The Retail Operations Contact List (ROCL) provided by the Australian Energy Market Operation (AEMO) should be referred to for all relevant contacts with respect to B2B and general market processes and transactions.
Before contacting the DNSP, the Market Participant is requested to refer to:
the relevant section of this Handbook for detail regarding the preconditions to a telephone enquiry (e.g. e-mail communication); and
as appropriate, the Nominated Contacts in the National Electricity Market (NEM) Retail Operations Contact List published by AEMO to ensure that their enquiry is being directed to the appropriate personnel.
Energex and Ergon Energy’s normal operating hours are 8:00am – 5:00pm Monday to Friday, excluding public holidays. Alternative hours of operation are indicated in this Handbook. Details of Queensland public holidays can be found at http://www.justice.qld.gov.au/fair-and-safe-work/industrial-relations/public-holidays.
For non-urgent matters, Market Participants are requested to contact the DNSP during the operating hours detailed above. For urgent matters outside of operating hours, aside from those specified below, Market Participants should use the contacts as set out in the Retail Operations Contact List (ROCL).
2.1 Retail Support
The DNSPs have established Contact Centres to handle general queries from Retailers. Retailer contact details are:
Energex email address: [email protected] / Telephone number: 1300 650 833
Ergon Energy email address: [email protected] / Telephone number: 1300 725 800
The response time for Retailer queries received by Contact Centre will depend on the nature of the query.
IMPORTANT: Retailers or Market Participants must not give Retail Support’s telephone number or email address to customers as this will negatively impact the DNSP’s ability to respond to Retailer’s enquiries in a timely manner.
2.2 Retailer Portal
The DNSP Retailer Portals also provides significant information in relation to all National Metering Identifiers (NMIs). There are access restrictions in regards to information that should only be available to Retailers and not to other Market Participants. Further information is available in Annexure 7 of this Handbook, regarding the Retailer Portals including how to Register, Group References, Passwords and how to navigate.
2.3 Energex and Ergon Energy General Contact Details
Energex and Ergon Energy’s general contact details, which may be provided by Retailers to customers, are as follows:
Page 12 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 1: Energex Contact Details – (Contact Centre)
Area of Enquires Contact number Hours of Operation
General Enquiries 13 12 53 Business Hours • Customer claims/complaints 7.00am – 5.30pm Monday to Friday (excluding public holidays) • Tree trim requests • Supply availability enquiries • Streetlight outages
Loss of Supply 13 62 62 24 hours, 7 days • Power outages /cold water • Flickering/dim lights • One phase down • Tree in service/mains • Wildlife
Emergency 000 24 hours, 7 days • Shocks 13 19 62 • Wires down pole to pole • Wires down pole to house • Car hit pole • Underground pillar damaged • Sparks • Report explosion/loud noise
Table 2: Ergon Energy Contact Details – (Contact Centre)
Phone Area of Enquiry Web or E-mail address Hours of Operation Number
Network – General Enquires
Customer claims/complaints 13 74 66 7.00am –5.30pm Tree trim requests Monday to Friday [email protected] Supply availability enquiries (excluding public 1300 553 holidays) Streetlight outages 924 Solar enquires
Page 13 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Phone Area of Enquiry Web or E-mail address Hours of Operation Number
Loss of Supply Power outages /cold water https://www.ergon.com.au/networ Flickering/dim lights 13 22 96 k/outages-and-disruptions/power- One phase down 24 hours, 7 days interruptions/outage-finder Tree in service/mains
Wildlife
Emergency Shocks Wires down pole to pole Wires down pole to house 000 Car hit pole 24 hours, 7 days 13 16 70 Underground pillar damaged Sparks Report explosion/loud noise Life Support
IMPORTANT:
Retailers should not direct customers to contact Energex or Ergon Energy’s Loss of Supply number (13 62 62 / 13 22 96) or Emergency number (13 19 62 / 13 16 70), nor transfer customers to these numbers, unless there is a genuine loss or emergency situation at the customer’s premises.
The after-hours messages used by Retailers in their Contact Centres may advise customers of the DNSP’s Loss of Supply or Emergency numbers, but should make it clear that customers should only ring these numbers if there is a genuine loss or emergency situation at the customer’s premises.
The Retail Support, Loss of Supply and Emergency numbers should not be used to handle general queries out of business hours.
If a Retailer is transferring a customer to either the Loss of Supply or Emergency number, both DNSPs would prefer a warm hand-over from the Retailer (i.e. Retailer to remain on the line with the customer at the time of call transfer). The DNSPs will then assess whether the call genuinely relates to a Loss of Supply or an Emergency, and if not, the call should be taken back by the Retailer.
2.4 Energex Retailer Consultation and Information Group (ERCIG)
The ERCIG has been established as a means for Energex to disseminate information to Retailers and to enable communication with Retailers about issues that require consultation, input, feedback or a response.
Page 14 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The ERCIG functions via an email distribution list and has a targeted membership from each Retailer; Retailers can nominate recipients they would like to receive ERCIG communications. Energex will only update the ERCIG distribution list based on a request from the relevant Retailer.
ERCIG members communicate via email as well as face-to-face meetings. Invitations, minutes and action items from the any meetings are distributed to ERCIG members.
Examples of the type of information that will be provided by Energex via the ERCIG are as follows. ERCIG recipients are welcome to respond to these types of emails, although responses are not expected:
Notification of local holidays Controlled load switching programs Pricing updates System problems being experienced by Energex Issues with service orders e.g. delays in performance of jobs Event information e.g. storm activity updates.
Examples of the type of consultative information that will be provided by Energex via the ERCIG that requires input / feedback / response are as follows. ERCIG members are expected to respond to emails concerning the topics below; non-response will be deemed acceptance of a proposed change.
Proposed updates to this Operational Procedure Handbook Proposed changes to the Queensland Network Billing B2B Specification Proposed process changes Retailer Satisfaction Survey Co-ordinating customer details reconciliations (CDNR) Arranging suitable times and locations for quarterly meetings Proposed regulatory changes Escalated issues requiring a response from all Retailers
Every twelve months, Energex will provide a list of ERCIG members to each Retailer to ensure ERCIG membership is up-to-date.
If you would like to be added to the ERCIG distribution list, please contact Retail Support.
2.5 Ergon Energy Retailer Consultation and Information Group (EERCIG)
The EERCIG is managed by the Business Relations Contact (ROCL) and was established to enable communication with Retailers about issues that require consultation, input, feedback or a response from Retailers. The EERCIG has targeted membership from each Retailer. EERCIG members communicate via email as well as face-to-face meetings if required. Retailers may nominate up to three members for EERCIG. Ergon Energy will only update the membership of EERCIG based on a request from the relevant Retailer.
Examples of the type of information that will be provided by Ergon Energy via the EERCIG are as follows. EERCIG recipients are welcome to respond to these types of emails, although responses are not expected:
Page 15 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Network Pricing updates System problems being experienced by Ergon Energy Issues with service orders e.g. delays in performance of jobs Controlled load switching programs Event information e.g. storm/cyclone activity updates.
Examples of the type of consultative information that will be provided by Ergon Energy via the EERCIG that requires input / feedback / response are as follows. EERCIG members are expected to respond to emails concerning the topics below; non-response will be deemed acceptance of a proposed change.
Proposed updates to this Operational Procedure Handbook; Proposed changes to the Queensland Network Billing B2B Specifications; Proposed process changes; Retailer Satisfaction Survey; Proposed regulatory changes; Arranging Retailer Forums Co-ordinating customer details reconciliations (CDNR) Escalated issues requiring a response from all Retailers.
If you would like to be added to the EERCIG distribution list, please contact Business Relations Contact (ROCL) from the Ergon Energy ROCL.
2.6 Contact with Retailers Regarding Ergon Energy Emergency Network Events
There may be situations where Ergon Energy needs to contact Retailers regarding issues that may impact the network during major emergency events, and hence supply to customers. Examples would be: AEMO issuing Lack of Reserve (LOR) notices that require Ergon Energy to shed load; and
Powerlink requesting Ergon Energy to shed load at nominated bulk supply substations due to network transfer limits being exceeded.
In such cases, Ergon Energy will contact the person nominated by the Retailer on the Retail Operations Contact List (ROCL) provided by AEMO. Note that in some situations the Retailer may also have to communicate directly with Powerlink Queensland.
Ergon Energy has a specific telephone number that can be used by the Retailer for information and coordination during emergency network events. Use of this phone number should be limited to matters that relate to major network emergencies where information is not available through the normal Ergon Energy information and reporting channels. The emergency Retailer telephone number is 1300 851 242 and Retailers must not give this dedicated telephone number to customers as this will negatively impact on Ergon Energy’s ability to respond to the Retailer’s query in a timely manner.
Page 16 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
2.7 Escalation Contacts
Energex and Ergon Energy maintain a matrix of escalation contacts on the Retail Operations Contact List (ROCL) provided by AEMO. Please contact AEMO at [email protected] if you are not receiving updates.
The DNSPs request that you use the Retail Support for the initial contact (unless the ROCL has another contact) and then escalate to the Team Leader for the specific issue as per the Escalation Contact on the ROCL.
Should the above Escalation Contacts not provide the resolutions you are seeking, please contact the ‘Business Relations’ contact from the Energex and Ergon Energy ROCLs.
2.8 Market Participant Contact Details
Unless other arrangements have been agreed, the DNSPs will rely upon the details published in the ROCL when requesting or providing information to Market Participants. This includes situations where the DNSPs need to contact the Market Participant regarding issues that impact the network, and hence, supply to customers.
Page 17 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
3 NMI DISCOVERY
3.1 NMI Discovery Requests
NMI Discovery requests may be made to both DNSPs; however Retailers are strongly encouraged to complete their own investigations via the DNSP’s Retailer Portal and through MSATS.
Energex: [email protected] / Retail Support - 1300 650 833
Ergon Energy: [email protected] / Retailer Support - 1300 725 800
In order to respond to the request, Retailer Support will need information to identify the premises such as:
Meter serial number; and/or Premise address:
- Lot/Plan number; - Flat number; - Street number; - Street name; - Street type; - Locality (suburb); and - Postcode.
3.2 Previous FRMP Information
When a NMI has been transferred to a Retailer in error; that Retailer should be able to identify the previous Retailer via the DNSP’s Retailer Portal.
3.3 Excluded NMIs – Isolated (ISO)
It should be noted that Ergon Energy owns and operates 34 isolated networks which provide electricity to regional communities that are too remote and isolated for connection to the national electricity grid. Small customers (and small NMI premises) who receive electricity supply from these isolated networks, including customers connected to the Mount Isa Network are excluded customers1.
Further information on Ergon Energy’s isolated networks is available on Ergon Energy’s website: https://www.ergon.com.au/network/network-management/network-infrastructure/isolated-and-remote-power- stations
1 An excluded customer is defined in the Electricity Act 1994 as a small customer whose premises are connected, or to be connected, to a distribution entity’s supply network that is not connected to the national grid. Page 18 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Under the National Energy Retail Law (Queensland) Act 2014, only a designated retailer2 for the customer’s premises is authorised to sell electricity to a small excluded customer.3 Ergon Energy Queensland Pty Ltd (EEQ) is the local area retailer for the retail area comprising the distribution area described in the distribution authority no. D01/99.4 This means that new small excluded customers do not have access to their retailer of choice. As such, these customers will remain with Ergon Energy on the deemed Standard Retail Contract at the Notified Prices.
These excluded NMIs have been published in MSATS under the jurisdiction of ISO (Isolated).
IMPORTANT: Large customers connected to these networks are able to access Retailer of choice. However, as these networks are not connected to the national electricity grid, market systems and processes do not apply.
3.4 NMI Ranges
Table 1 Energex NMI Range Post-2001 31xxxxxxxxxx Across Energex Pre-2001 QBxxxxxxxx
Table 2 Ergon Energy NMI Range Post-2001 30xxxxxxxxxx Across Ergon Energy
Pre-2001
QAAAxxxxxx QCCCxxxxxx QDDDxxxxxx
QEEExxxxxx QFFFxxxxxx QGGGxxxxxx
3.5 Conducting a NMI Discovery Type 1 Using the Meter Property Number
As the Meter Serial Number published in MSATS is numeric but the Meter Property Number on the meter in service might be alpha/numeric (with special characters), when submitting a NMI Discovery Type 1 request
2 Designated retailer means the financially responsible retailer for the premises (if you have an existing connection) or the local area retailer (if you do not have an existing connection) for your premises. 3 Section 19A, National Energy Retail Law (Queensland) Act 2014. 4 Section 5, National Energy Retail Law (Queensland) Regulation 2014. Page 19 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
in MSATS using the Meter Serial Number option, Retailers will need to modify the Meter Property Number as follows:
Remove leading, embedded and trailing alphas; Remove leading zeros; Remove all special characters, including spaces, dashes ('-') and slashes ('/'); and Verify whether the character is an 'O' or a zero.
Table 3
Meter Property Meter Serial NMI Discovery Stage 1 Results, using modified Number on Number in Meter Property Number meter MSATS
30520039 30520039 Exact match
G0-11771 11771 Numeric match only, leading alpha, leading zero and special character (dash) removed
W17986 17986 Numeric match only, leading alpha removed
E44681 44681 Numeric match only, leading alpha removed
G 01437 1437 Numeric match only, leading alpha, special character (space) and leading zero removed
S 5649 5649 Numeric match only, leading alpha and special character (space) removed
69611 69611 Exact match
G-982016 982016 Numeric match only, leading alpha and special character (dash) removed
D 74/2134 742134 Numeric match only, leading alpha, space and special character ‘/’ removed.
M878535 878535 Numeric match only, leading alpha removed
95F528 954528 See below for meter alpha value conversions to a numeric value.
Page 20 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Should a meter number have a letter in the middle of it, such as 95F528, use the list below to convert the letter to a number:
Table 4 A 1 C 2 E 3 F 4 H 5 J 6 K 7 L 1 M 0 N 2 U 8 W 3 Y 9
E.g. Meter # 95E467 = 953467
If the meter number has a letter in the middle that does not appear in the table above, drop the letter and the numbers preceding, as shown below:
E.g. Meter number 76Q45903 becomes meter number 45903
Page 21 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
4 COMMUNICATIONS REGARDING CUSTOMER’S PREMISES
The following requirements are intended to support the parties’ obligations and the high-level protocols for customer enquiries, complaints and claims established under the Queensland Default Coordination Agreement.
4.1 Faults and Unplanned Interruptions Information
Retailers have access to fault and unplanned interruptions information affecting customers in the two distribution areas by accessing the following pages:
Energex’s website: energex.com.au and selecting “Power Outages / Emergency outages”.
Ergon Energy’s website: https://www.ergon.com.au and selecting Network / Outages-and-disruptions / Power-interruptions / Outage-finder
If a customer contacts their Retailer in relation to a fault or unplanned interruption, the Retailer should direct the customer to call the Loss of Supply team on 13 62 62 / 13 22 96
4.2 Distributor Planned Interruption Information
The DNSPs will make information regarding planned interruptions available to the Retailer within the same timeframe as is required to provide the information to the customer under applicable law. The Planned Interruption information provided to the Retailer will not distinguish between planned interruptions affecting a customer of the Retailer and planned interruptions affecting customers of other Retailers.
In all cases, customers and Retailers are given at least 4 business days’ notice prior to the planned interruption is being performed. This is actioned via a Planned Interruption Notification (PIN).
The DNSPs publish Planned Interruption information via their websites:
Energex: https://www.energex.com.au/home/power-outages/planned-maintenance-outages
Ergon Energy: https://www.ergon.com.au/network/outages-and-disruptions/power-interruptions/outage-finder
If a customer contacts their Retailer in relation to a Planned Interruption, the Retailer should direct the customer to call the DNSP General Enquiry number 13 12 53 / 13 74 66 or Loss of Supply 13 62 62 / 13 22 96, if the customer’s premises remains de-energised.
4.3 Retailer Planned Interruption Information
When metering work interrupts a customer’s supply, the Retailer is obligated to notify their affected customer. The Retailer notification must be provided under NERR 59C and provide the same information to the DNSP within the same time period. In line with the B2B Guide, the DNSP must receive the One Way Notification (OWN) to be used for a Planned Interruption Notification (PIN).
Page 22 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The DNSP uses the PIN to provide outage information in response to customer enquiries regarding loss of supply that may relate to metering work. Where the Retailer elects to provide their Retailer planned interruption information by other means, the DNSP is required to manually enter the information in their Customer Care Systems to record and respond to any customer contact.
When other customers (not just their individual customer) are affected by the planned metering work, the Retailer shall request a distributor planned interruption using a Supply Service Works (SSW) - Temporary Isolation service order (see Chapter 11 for details).
4.4 Cold Water Complaints
If a customer contacts their Retailer in relation to a cold water complaint, the Retailer should first refer the customer to the DNSP’s Loss of Supply teams on 13 62 62 / 13 22 96.
The Retailer should not advise the customer to contact a plumber prior to speaking with the DNSP, as this may result in the customer incurring plumber’s fees when the fault actually rests with the relay equipment and not the hot water system itself.
If the cause of the cold water complaint is due to the DNSP’s relay equipment and the customer has incurred plumber’s fees; the customer may seek reimbursement from the DNSP for the plumber’s call out fee.
Where the DNSP is called out to investigate a customer’s cold water complaint, and the fault does not lie with the DNSP’s equipment, that is, the fault is on the customer side; then the customer may incur a fee.
4.5 Premises De-Energised at DNSP’s Discretion
There are situations where the DNSPs may de-energise a premise without being requested to do so by a Retailer.
The most common examples of de-energisations are:
De-energisations where the DNSP is unable to re-energise a premises following a planned interruption; Safety related de–energisations (Form 3/B left); In an event situation such as a natural disaster (Form 3/B left); Revenue Protection Unit initiated de-energisations e.g. theft/fraud/Police direction; In cases relating to unplanned interruptions and safety.
A Form 3/B will be left at the customer’s premises. Upon rectification of the issue resulting in the de- energisation, the customer may contact the DNSP directly for a re-energisation and if received within 10 business days, no B2B from the Retailer is necessary.
The status of the NMI will be updated to ‘D’ in MSATS where the premises de-energisation lasts for more than 24 hours.
The Retailer will be notified of any DNSP initiated de-energisation by use of the standard email template to the nominated ROCL recipient.
Page 23 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
4.6 Requests Regarding Other Faults
The DNSP’s Revenue Protection and Data Quality teams regularly identify other faults including unmetered supply, faulty meters, transposed tariffs and other miscellaneous metering errors which may result in adjustments being made to readings retrospectively in accordance with the applicable requirements. Retailers will be advised by email of any such adjustments.
Further information is available regarding Meter Fault & Issue Notification (MFN) in Section 16.2.
4.7 Complaints and Claims
If a customer expresses dissatisfaction relating to the other party’s services, performance or activity then the party receiving the expression of dissatisfaction will, as soon as possible, refer the customer to the other party, whether that is the Retailer, MP or MC.
If received by phone and to the extent that the party’s communication systems are technically able, the DNSP requests that the Retailer transfer the customer to the Contact Centre. Alternatively, the Retailer may refer the customer to the DNSP by providing the customer with the number for the Contact Centre. 13 12 53 / 13 74 66
If the expression of dissatisfaction by the customer is received in writing (e.g. fax, e-mail, letter), within one business day of receipt, the party receiving the expression of dissatisfaction will endeavour to forward a copy to the other party – Retailer, MP or MC. The DNSPs request that Retailers forward a scanned copy of any such information or documentation received from the customer by e-mail.
The DNSPs will notify the Market Participants of referrals and notifications using the contact details as published in the ROCL.
4.8 Guaranteed Service Levels (GSLs)
If a customer contacts the Retailer seeking to pursue a claim for payment for a failure by the DNSP to meet a GSL under the Electricity Distribution Network Code (EDNC); the Retailer will, as soon as possible, refer the customer to the DNSP. See the DNSPs websites for a full list of applicable GSLs.
To the extent that the party’s communication systems are technically able, the DNSP requests the Retailer transfer the customer by phone to the Contact Centre 13 12 53 / 13 74 66. Alternatively, the Retailer may provide the customer with the number for the Contact Centre.
If the customer’s claim for payment of a GSL is received in writing (e.g. fax, e-mail, letter), within one business day of receipt, the Retailer will endeavour to forward a copy to the DNSP by e-mail.
Payment for a failure by the DNSP to meet a GSL will be made directly to the customer. The DNSP will use the customer contact details provided by Retailers via the B2B Procedures: Customer and Site Details Notification Process, for the GSL payment.
If the DNSP seeks reimbursement from the Retailer for that portion of the GSL payment made to the customer that is attributable to the Retailer’s delay, failure or wrongful action in making a request, in accordance with clause 6.1 of the Default Coordination Agreement; the DNSP will notify the Retailer using
Page 24 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
the contact details as published in the ROCL. The DNSP will then issue an invoice to the Retailer (as a sundry debtor). The invoice will reference the B2B transaction that resulted in the GSL payment becoming payable. GST will not be charged to Retailers (nor paid to customers). The DNSP’s standard payment terms of 30 days will apply to the invoice. Note: payment must not be made as part of a settlement for a Statement of Charges.
The DNSPs will on-charge GSLs to Retailers for Planned Interruptions without notification as the result of Retailer, MC or MP actions.
4.9 Requests for Documentation
If a customer requests a copy of documentation or information (other than information on faults or interruptions) produced by the other party, then:
If the DNSP receives a request for documentation or information produced by the Retailer, it will promptly refer the customer to the Retailer; If the Retailer receives a request for standard material prepared by the DNSPs, the Retailer may, if it chooses, provide this information to the customer. Examples include the Distribution Customer Charter, Model Standing Offers for Basic Connection Services, the Deemed Standard Connection Contract for ongoing supply, or publicly available information on the website. The Retailer should ensure that the correct version is provided to the customer;
In all other cases, the Retailer will promptly refer the customer to the DNSPs or notify them of the customer’s request. If received by phone and to the extent that the Retailer’s communication systems are technically able, the DNSPs requests the Retailer to transfer the customer to the Contact Centre 13 12 53 / 13 74 66
Alternatively, if the Retailer wishes to refer the customer to the DNSP, the customer should be provided with the number for the Contact Centre 13 12 53 / 13 74 66. If the request is received in writing, a scanned copy of the request can be e-mailed to Ergon Energy - [email protected]; and
The DNSPs will notify the Retailer of referrals and notifications using the contact details provided as published in the ROCL.
4.10 Changes to the Electrical Partners Portal – Ergon Energy A number of changes will impact the Electrical Partners Portal (EPP), which will be slightly different for Ergon Energy and Energex.
For Ergon Energy:
Some additional enhancements to improve the ease of use of the EPP will be implemented to better support the transition from paper-based forms to the completion of forms online, and drive adoption of the portal as the EC tool of choice.
Electrical Contractors (ECs) will see a number of changes introduced to the EPP portal to accompany the introduction of changes to this Establish Supply service. (This functionality already exists for Energex).
Introduction of the ability to ‘bundle’ jobs in the EPP: group jobs together in order to support E/Cs requesting more than one job on a single EWR.
Page 25 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Information about bundled jobs will feed through to the DNSP’s Scheduling and Dispatch, Network Service Centres, Field Crews as well as Retailer so that work can be allocated to the DNSP and/or MP.
Example: Energex EC Portal bundling options.
New functionality in the Ergon Energy EPP will allow ECs to access more detailed information about a particular NMI when they undertake a Premise Search including NMI status, connection type, tariffs attached to the premise and PoC specific data. The new premise validation functionality for Ergon Energy’s EPP will prevent jobs being submitted on incorrect NMI types. (This functionality already exists for the Energex EPP to assist with correct NMI selection).
Page 26 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
5 MAJOR EVENTS AND DISASTER RECOVERY PROCESS
5.1 Major Events and Disaster Recovery Overview
Both Energex and Ergon Energy face a considerable number of major weather events and disasters, such as tropical cyclones, damaging thunderstorms and flooding each year. These major events cause widespread unplanned interruptions to supply, which in some cases can take days or even weeks to be rectified. There may be cases where significant parts of the network need to be rebuilt and the full extent of damage to the network can be an on-going assessment. There are often access issues to roads and properties where flooding and debris has blocked roads making progress slow-going. In disaster situations such as tropical cyclones, helicopters will be utilised to assess damage, weather permitting. Our crews work as quickly and safely as they can around the clock to restore power to those affected areas.
We appreciate market participant’s patience while the DNSPs work to restore power. In times of disasters and major events, we seek all market participant cooperation to communicate effectively to restore supply to customers in the worst impacted area. The DNSPs will issue Media Releases and daily updates with the specific details for restoration times and the worst impacted areas. Interruption releases will be published on the DNSP’s websites, plus Facebook and Twitter accounts.
There may also be rare occasions where the DNSPs will close the General Contact Centres, Retail Support and the Retailer and Electrical Partners phone lines to enable the DNSPs to handle the increase in Loss of Supply and Emergency calls as a result of the major event. Where the Contact Centres are not closed, market participants may experience lengthy delays to response times in non-impacted areas for enquiries.
It is imperative that any NMI’s that are flagged as Life Support are advised to make alternate arrangements during the major event. Also note that in the worst impacted areas; the DNSPs will not be actioning certain types of Re-Energisations: Visual Inspections, Sticker Removals and Re-Energisation Reads.
There are many different scenarios which will require Retailers, DNSPs, Meter Coordinators, Meter Providers, and Electrical Contractors to work together to restore the supply for customers.
Form Bs/Form 3 and/or MFNs issued and Form A/EWRs required for reconnection - There will be instances where the DNSP will leave a Form B/Form 3 at a property after a major event as the customer’s premise will require electrical repairs prior to reconnection to the mains supply network. These customers must engage a licensed electrical contractor if their home or business premises’ wiring, switchboard or mains connection has been damaged or inundated by flooding, to ensure it is electrically safe. The licensed Electrical Contractor will complete and submit a Form A/EWR to the DNSP in order to reconnect the premise/customer to the supply network. In the instance of the de-energisation being performed as a result of a major defect involving the meter; the DNSP will bypass the faulty meter and submit an MFN with a sub-type of ‘Bypass Meter’.
Market Status – In a major event, such as a tropical cyclone where there can be tens of thousands of customers without supply for extended periods of time; the DNSPs will provide a list of the worst affected areas to Retailers. As network supply is progressively restored, and NMIs that have been de-energised for safety (Form B/Form 3 issued) have been confirmed, those NMIs will be updated to De-Energised in the DNSP’s systems after 24 hours to ensure customers are not billed whilst De- Energised. Retailers should be aware that MSATS will be updated accordingly.
Page 27 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Service Order Requests - There may be some delays in actioning general Service Order Requests in the DNSP’s supply area as resources can be redirected to the worst affected areas. The DNSPs will advise if this is the case. The DNSPs may send SMS’s to customers advising that their service Order has been postponed (e.g. Solar, Adds/Alts, New Connections) and that the obligation end date of the service order has been extended. Any Re-energisation Service Orders in the affected areas will be Cancelled and returned as Not Completed.
Customer Meter Reading Impacts - Customers in the affected region may also have had meter reading schedules impacted. The DNSPs will review the meter reading schedules and it is possible the meter readings will be ‘Estimated’.
Media and Safety Messages - Media contact will be extensive with key safety messages delivered on a regular basis during major events– fallen powerlines etc. The DNSPs will also provide regular radio and television updates regarding restoration information. The DNSPs request if any customers see any fallen power lines to stay away and assume they are 'live' and report them immediately to Triple Zero (000) or the DNSPs:
o Energex – 13 19 62 o Ergon Energy - 13 16 70.
Page 28 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
6 CUSTOMER AND SITE DETAILS NOTIFICATIONS
6.1 Customer Details
It is extremely important that the customer information provided by Retailers on a Customer Details Notification (CDN) is accurate, and relates to the best contact details for planned outage notification including: Use of the correct title (e.g. Mr, Mrs etc.) unless not provided by the customer; and The customer’s postal address for outage notifications as opposed to a billing address.
These details are automatically uploaded into the DNSP’s systems and used primarily for Planned Interruption notifications as well as a variety of other purposes, including addressing Customer Charters to customers, matching customer names for Network Connection Contracts, and eligibility for the Solar Bonus Scheme.
6.2 Use of Customer and Site Details Notification
The Retailer must use reasonable endeavours to send the Customer Details Notification (CDN) in the following situations: at the completion of a customer Transfer;
at completion of a New Connection where the customer details and access requirements are assigned to a new NMI;
when the customer advises of Life Support requirements;
when the customer moves out or moves in to a premises; or
upon receipt of routine updates provided by the existing customer.
In line with the B2B Procedures, the Retailer must only send a single daily notification of each type where required, encompassing all changes for the NMI for that day.
The DNSPs will initiate requests for customer and site details using the Customer Details Request transaction (as outlined in the B2B Procedure: Customer and Site Details Notification Process) in circumstances where it has reason to believe that: information has not previously been provided by the Retailer in a notification transaction; or
information held is incorrect.
Typical evidence will be a letter being returned as “Not at this Address”.
IMPORTANT: The DNSP will always send a CDR to the Retailer where the Life Support details provided in a service order or One Way Notification (OWN) do not match what the DNSP has recorded. The Retailer must respond with updated Life Support details.
6.3 Customer Telephone Numbers
Accurate telephone numbers (including mobile phone numbers) are extremely important to the DNSPs as the Interactive Voice Response (IVR) system is able to recognise customer telephone numbers. This allows
Page 29 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
the DNSP to automatically handle large volumes of customer enquiries in an event situation such as storms.
Retailers can assist by noting the following: Completing the Service Comment field on a CDN to indicate the telephone number/s as either ‘Home’ or ‘Business’. This is particularly important if the CDN contains multiple fixed voice numbers;
Both DNSPs prefer that business telephone numbers are only provided for premises that the Retailer has classified as business;
Telephone numbers should be sent as 10 numeric characters with no spaces e.g. 0730000000 or 0412345678. In accordance with the Australian Standards, phone numbers must not contain non- numeric characters such as brackets, hyphens, +, spaces;
A correct telephone prefix must be supplied e.g. 07xxxxxxxx for fixed voice or 04xxxxxxxx for mobile
An unpopulated telephone number is preferable to an invalid telephone number. E.g. 0412345678 or 0730000000
6.4 Life Support Notifications
Life Support applies to a customer at a connection point, where a customer relies on Life Support equipment. Customers may contact either DNSP or their Retailer to provide information about the addition or removal of Life Support equipment at their premises.
The Retailer must immediately advise the DNSP by telephone when they become aware of a Life Support situation and they must subsequently send a Customer Details Notification (CDN). The changes are effective from the time of the telephone call from the Retailer to the DNSP.
The DNSPs require the notification from Retailers as per B2B Procedure: Customer and Site Details Notification Process, Figure 2:
Page 30 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Recognised eligible medical equipment for Life Support:
an oxygen concentrator an intermittent peritoneal dialysis machine a kidney dialysis machine a chronic positive airways pressure respirator crigler najjar syndrome phototherapy equipment a ventilator for life support Any other equipment that a registered medical practitioner certifies as required for life support.
6.4.1 Customer Contacts DNSPs about Life Support
Where a customer contacts the DNSP to advise that Life Support equipment has been added to their premises, the DNSPs will: immediately flag the customer’s NMI with Life Support and request supporting evidence be provided such as medical certificate if not already provided;
Notify the customer’s Retailer about the addition of Life Support by email using the contact details provided by the Retailer in the ROCL. (Note: the contact details provided in the email of the person requesting Life Support may differ to the primary/outage customer contact details held in the Retailer’s system);
Send a letter to the customer providing general information about the Life Support Program and a copy of the Life Support application form;
Once the customer has submitted a completed Life Support application form, the DNSP will send a letter to the customer confirming that they have been registered in the Life Support Program; and
Provide general advice about planned and unplanned interruptions, information to assist the customer to prepare a plan of action in case of an unplanned interruption, and Energex or Ergon Energy’s emergency telephone contact number.
If a Life Support application form is not received within 65 days for Energex and 90 days for Ergon Energy, they will: Confirm whether the DNSP has details of other persons with registered Life Support equipment at the premises,
Once confirmed, remove the Life Support flag; and
Notify the Retailer Life Support contact via email, using the contact details provided by the Retailer in the ROCL that Life Support status has been removed from the premises. (Note: the contact details provided in the email of the person requesting Life Support may differ to the primary/outage customer contact details held in the Retailer’s system).
Where a customer contacts the DNSP to advise that Life Support equipment has been removed from their premises, the DNSPs will: Verify the customers details;
Confirm whether there are any details of other persons with registered Life Support equipment at the premises;
Page 31 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Once confirmed, remove the Life Support flag; and
Notify the Retailer Life Support contact via email using the contact details provided by the Retailer in the ROCL that Life Support status has been removed from the premises.
For both additions and removals of Life Support; the Retailer should also send a CDN confirming the updated information has been entered into the Retailer's systems.
The DNSP will always send a CDR to the Retailer where the Life Support details provided in a service order or One Way Notification (OWN) do not match what the DNSP has recorded. The Retailer must respond with updated Life Support details.
6.4.2 Customer Contacts their Retailer about Life Support
Retailers are required to notify the DNSPs immediately by telephone if they become aware of a change in Life Support status at the premises. Retailers should contact the DNSP’s Life Support contact (per ROCL) of these events. Retailers must provide Life Support customers with the DNSP’s emergency telephone number i.e. 13 19 62 / 13 16 70
The Retailer is also required to send a CDN confirming the updated information. The DNSP will, upon receipt of the CDN, flag the premises as having registered Life Support equipment.
If the DNSP receives a CDN which requests removal of the Life Support flag from a premises, and it cannot be established whether a new customer has moved in or if the records indicate the premises might have another person with registered Life Support equipment. The DNSP will reject the CDN with an explanation of “Customer is currently on Life Support. Please Confirm” to seek verification from the Retailer before updating its records.
NOTE: the DNSPs will assume that the Retailer complies with the National Energy Retail Rules and will only allow the registration notified to remain if the Retailer receives a confirmation from a registered medical practitioner that a person residing at the customer’s premises requires life support equipment.
If the Retailer: Fails to confirm the removal of the Life Support flag for the premises, the flag will not be removed; or
Confirms the removal of the Life Support flag for the premises (thereby indicating there is no person at the premises requiring Life Support equipment), the flag will be removed.
IMPORTANT: Where a customer already has Life Support flagged at their premises (and will continue to require Life Support flagged at their premises), please ensure that all future CDNs for that premises continue to have ‘Life Support’ indicated in the ‘Sensitive Load’ field. For example, if you are updating the telephone number for a customer who already has life support flagged, the CDN with the new telephone number must still have ‘Life support’ indicated in the ‘Sensitive Load’ field.
Page 32 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
6.5 Life Support Reconciliation
The DNSP’s expectation is that Retailers will conduct a reconciliation of Customer Details for NMIs with Life Support on a regular basis as agreed and in accordance with AEMO B2B procedures. The Timing Requirements for the use of the Customer Details Notification Reconciliation (CDNR) transactions will be initiated and processed at least four times per year, during the months of January, April, July and October. Where agreed between the DNSPs and the Retailer, the CDNR process may be conducted more frequently or in different months to those specified.
The CDNR provides the DNSP with a snapshot of all NMIs where the customer is flagged with Life Support at the time of the Reconciliation.
For NMIs provided by the Retailer that are not flagged by the DNSP as having Life Support, the DNSP must accept the transactions and update their records accordingly with Life Support.
For NMIs in the DNSP system flagged with Life Support, but not provided by the Retailer in the CDNR; the DNSP must send a Customer Details Request (CDR) using the Reason value ‘Rec – confirm no Sensitive Load’ within 2 business days of receiving the last CDNR transaction.
6.6 Sensitive Load Ergon Energy does not recognise the ‘Sensitive Load’ value within the ‘SensitiveLoad’ field. Therefore, Ergon Energy will not be registering any NMI as ‘Sensitive Load’. Please Note: Sensitive Load does not refer to customers with Life Support equipment.
Energex does recognise the ‘Sensitive Load’ field.
6.7 Site Access Notification
The information provided by Retailers in Site Access Notifications (SAN) is extremely important to the DNSPs, particularly the information provided in the following fields as it impacts our field workers’ ability to complete work:
‘Access Details’; and ‘Hazards’.
The DNSPs frequently receives SANs from Retailers with ‘Customer reports no access requirements’ and ‘Not known to Retailer’ in these fields respectively. Without intervention, this would result in the DNSPs overwriting its existing record which may contain important information about the premises such as where the meter is located.
The DNSPs requests that Retailers ask questions of customers about access and hazard information, and not to simply default to the ‘Customer reports no access requirements’ and ‘Not known to Retailer’ options.
Retailers are requested to ask move-in or transferring customers whether or not there are dogs present at the premises. This information must then be provided in a SAN including how access can be obtained. The DNSPs will accept the SAN with access/hazard information noted.
It is important that customers are aware this information is used for “notification” purposes only as the DNSP workers have a requirement to undertake their own risk assessment of the property and any hazards prior to
Page 33 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
entering. Whilst the information provided within the SAN will be acknowledged, an assessment of the site access will still be conducted and if it differs to what has been provided, the DNSPs reserve the right to update the internal network systems accordingly.
Accurate details in SAN are essential to both DNSPs and Retailers as it will maximise the ability to complete field work on first visit and ensure the safety of our staff and contractors. Any B2B Service Orders being raised for the premises should also contain hazard and access details, where dogs are present, advising how and when the dog will be restrained.
Example: Dog Information: D2 WATCH MED SHEPHERD
Table 1
Number of Dogs - enter the number of D1 = 1 Dog, dogs: D2 = 2 Dogs, D3 = 3 Dogs,
Concern for safety - enter the concern for If there is more than one dog then enter the safety: details of the ‘worst case scenario’ - the dog that is the largest or most likely to cause problems for staff entering the property. If there is no concern to safety, enter OK If there might be a concern for safety enter WATCH If there is a concern for safety enter SAVAGE
Dog Size - enter the size of the dog: Use the terms SML, MED, LRG only.
Dog Breed - enter the breed of the dog: Try to avoid abbreviations unless they are commonly understood.
(space) Ensure a space is entered between the words.
Page 34 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
7 POWER OF CHOICE
7.1 Power of Choice Overview
Power of Choice (PoC) is a nation-wide reform designed to introduce more competition into the electricity supply chain. PoC becomes effective on the 1 December 2017 and it applies predominantly to small customers.
With PoC, the Queensland DNSPs will no longer install or replace meters in most areas of Queensland - a Metering Provider (MP) will install, maintain and replace new meters, and a Metering Data Provider (MDP) will publish the meter data. The customer’s Retailer will appoint the organisation that will coordinate these metering roles – called the Metering Coordinator (MC).
Any meter installations after 1 December 20175 will be new Type 4 digital meters (interval meters with digital readouts and a communications device - COMMs), which mean customers can access more information about their electricity usage. In time, this will allow customers to make informed choices and seek tailored deals from retailers.
New Type 4 digital meters will be installed when a customer’s existing one fails due to fault, age or customer requirements. The DNSPs will continue to read the existing basic Type 6 meters. It’s only the Type 4 COMMs meters that other Market Participants will be responsible for. There are parts of Queensland, mainly remote areas, which are exempt from the Power of Choice reforms.
The introduction of Power of Choice Reforms will see changes to the way that all Market Participants will receive, schedule and dispatch work as well as execute and complete work in the field.
The Retailers will appoint a Metering Coordinator (MC), a new accredited role in the NEM, responsible for coordinating the meter installation.
The MC will appoint:
Metering Provider (MP), which will hang and maintain the new digital meter, and
Metering Data Provider (MDP), which will collect and manage the customer’s metering data.
The DNSP intends to accept and receive service orders in the market in alignment with the B2B Procedures and B2B Guide with regards to initiators and recipients for service orders and other B2B transactions.
The DNSPs will be the Legacy MC for Type 6 Meters until they are churned by Retailers and will be the permanent MC for Type 7 (Un-Metered Supply) Meters. In PoC Exempt areas, Small customer metering will remain BAU work for Ergon Energy. Energex does not have any PoC Exempt areas. The DNSPs will retain responsibility for the safe and reliable provision of the electricity network and connection services.
5 This excludes any meters installed under the Staged Transitional approach . Page 35 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
7.2 Metering Coordinator (New Market Participant)
From 1 December 2017, a competitive Metering Provider (MP) will install, maintain and replace new meters, and a Metering Data Provider (MDP) will manage the data that comes from the meter. The customer’s Retailer will appoint the organisation that will coordinate these metering roles – called the Metering Coordinator (MC). The MC is responsible for the provision of metering services, including protecting security of, and access to, customer’s Type 4 meters, the data they contain and services they provide.
The MC is responsible for coordinating the metering component of any installation, change, maintenance and collection of data relating to all new Type 4 digital meters at a customer’s premises.
The MP, the MC, Retailers and the DNSPs will have to work together to ensure a consistent experience for customers, and specifically to ensure that customers do not lose power for long periods of time in between the completion of separate metering and non-metering work.
7.3 Allocate NMI
The Allocate NMI process is generally initiated from an EWR/Form A for a new connection. The Retailer will then raise a Supply Service Works (SSW) Service Order with an Allocate NMI option. The DNSPs systems will validate the NMI Allocate B2B Service Order to confirm if the NMI already exists and if the address is valid. If the NMI does not exist and the address is valid, the NMI will be created and a response will be sent on the Retailer’s SSW NMI Allocate B2B and the NMI will be published to MSATS in a Greenfield (‘G’) status.
7.4 Establish Supply The Retailer will initiate a Metering Service Works (MSW) to the Meter Provider (MP) and an Supply Service Works (SSW) to the DNSP: 1. The SSW Establish Supply will be issued to the DNSP who is responsible for connecting the service to the Meter Isolation Link (MIL) only 2. The MSW Install Meter will be issued to the MP who is responsible for installing the Type 4 digital meter The DNSP will only accept a SSW Establish Supply on the receipt of: the EWR/Form A notification a completed SSW Allocate NMI CR2001 at a status of COM
IMPORTANT: The exceptions to these changes are where the DNSP will act as the MP and be responsible for both the service line work and any new metering required in the PoC Exempt sites for Ergon.
7.5 Meter Fault & Issue Notification (MFN)
There may be occasions where the DNSP identifies a fault in the meter and will need to bypass the meter to enable the customer to continue to have supply. The DNSP will raise the Meter Fault Notification (MFN) with a reason of Meter Bypassed. Where the MFN determines the reason as meter bypassed, the Retailer will instigate churn and replace the meter within the 10 business day obligation period.
Page 36 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Retailers may receive notifications from the DNSP for competitive MP meters. Where the DNSP has opened and resealed the meter seals of a competitive MPs meter (unlikely except in the event of an emergency or area event) - the DNSP will send a MFN to the Retailer, using reason code 'Meter Verification' (low or null priority). The DNSP will close this job without further follow up. It is the Retailers responsibility to pass this information along to their appointed MC.
There may be occasions where the MP identifies a defect in their Type 4 meter and the DNSP would appreciate being sent a copy of the Defect Notice. The DNSP will note their systems in case of any future reference. Please refer to the DNSP ROCLs for email addresses.
If a defect is life threatening and power is required to be disconnected, the MP will immediately telephone the DNSP Emergency number (13 19 62 / 13 16 70), and isolate if possible. The DNSP will create an open Form 3/B in this situation.
Retailers will meet market obligation periods for replacing faulty meters - Where the DNSP informs the retailer that a meter should be churned by way of Meter Fault & Issue Notification (MFN), the DNSP expects the retailer to be aware of the obligation to replace faulty meters within obligation period (currently 10 business days), and will instigate Meter Churn via their nominated MC and have the meter replaced within the obligation period.
Retailers will coordinate replacement schedules directly with AEMO when notified of a Meter Family Failure and churn is subsequently required - Where the DNSP informs the retailer that a Meter Family Failure has been identified, the Retailer will be responsible for coordinating the appropriate exemptions and/or replacement schedules for affected meters.
7.6 One Way Notifications (OWN)
The One Way Notification (OWN) process allows market participants to send information to other market participant in a single transaction.
The main OWN transactions are:
I. Notice of Metering Works – facilitate the effective exchange of information after a meter installation has changed.
II. Planned Interruption Notification – communication to allow a participant to meet their obligations under the NERR to inform parties (and customers) of a planned interruption
III. Meter Fault and Issue Notification – supports the obligation under the Rules for the DNSP / MP / MC to inform the Retailer about meter installation malfunctions.
IV. Notified Party - a transaction used to inform related participants of the status of a Service Order
IMPORTANT: The OWN for a Planned Interruption Notification (PIN) is the preferred option to receive all MC, MP & Retailer planned interruption details under Rule 99A. As the DNSP must be able to respond to customer enquiries; if the retailer elects to provide their PIN by other means, the DNSP is required to manually enter the information into their customer systems which may be timely.
Page 37 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
IMPORTANT: The DNSP will always send a CDR to the Retailer where the Life Support details provided in a service order or one way notification do not match what the DNSP has recorded. The retailer must respond with updated life support details.
IMPORTANT: The DNSPs will not be utilising the outbound Network Tariff Notification.
7.7 Notice of Metering Works (NOMW)
Where an MP removes a Network Type 6 meter, all registers must be read and reads published in the Notice of Metering Works (NOMW) to the DNSP. This includes registers such as test screen, phase indicators, program identification and not just the registers that are published in MSATS.
MP must use Notice of Metering Works (NOMW) to inform the DNSP of a meter churn. The MC/MP will fulfil their obligation to inform the DNSP of all changes to metering (including churn) within 2 days by submitting a NOMW one way notification in the market. The DNSPs will update their systems to reflect changes to Type 6 metering on the receipt of this notification.
Any metering changes that include changes to the Controlled Load Relay are outlined in Sections 12.1.6 to 12.1.12.
7.8 Type 4a Metering
A Type 4a Meter is a Non-COMMs or COMMs disabled interval meter, which needs to be locally read.
There are two causes for Type 4a Meters: 1. No existing telecommunications network 2. Small customer refusal
The DNSPs will not take responsibility for Type 4a meter reading or data collection including the final read of the meter as this action remains with the Meter Provider (MP). This also includes final reads before abolishing supply, de-energisations, and any other supply alteration instances where a meter read might normally be required for Type 4a meters.
Page 38 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8 END-TO-END PROCESS FOR A NEW NMI AND ESTABLISH SUPPLY (FORMERLY NEW CONNECTION PROCESS)
8.1 Overview of Standard Steps for an Establish Supply (New Connection)
There are a number of steps associated with a new connection for a customer to the DNSP’s network. This section outlines those steps for new load connections.
End-to-End steps for standard connection:
1. Electrical Contractor (EC) submits a Connection Agreement.
2. Customer selects a Retailer for a Permanent New Connection of supply.
3. EC submits EWR/Form A, nominating the Retailer.
4. Retailer submits a Supply Service Works (SSW) Allocate NMI to the DNSP for a Permanent New Connection – Retailer will nominate the MC and MP market participant roles.
5. DNSP will review the SSW Allocate NMI, which if it passes validation, will send the SSW Allocate NMI response back to the Retailer.
6. The new NMI will publish to the market (MSATS) via a CR2001 transaction with a status of ‘Greenfield’.
7. Once the property is ready for supply, the Retailer will submit the following B2B Service Orders: Supply Service Works (SSW): Establish Supply Metering Service Works (MSW): Install Meter.
8. DNSP will schedule and dispatch Field Crew for the Non-Metering Supply Service Work component - connection of the Meter Isolation Link and will enter the completion details for the SSW Establish Supply.
9. MC schedules MP to attend site for the Metering Service Work component – installation and connection of the Type 4 Meter and will enter the completion details for the MSW Install Meter.
10. MP creates the CR3001 to publish the meter to the market (MSATS). The CR3001 is only to be actioned once the site is energised.
11. DNSP will activate a CR5051 to update the NMI to Active in the market (MSATS) as per the date from the MP’s CR3001.
12. MDP will create the CR4001 to publish the Meter Datastream to the market (MSATS).
The DNSP will not send a field crew to inspect the connection point in instances where metering has been installed after supply has been connected to the MIL. The DNSP may install a network device (Relay) on the switchboard without the metering being installed.
Page 39 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The MP will connect from the MIL to the meter. If the meter is installed prior to the DNSP connecting to the MIL, the MP will return to site to connect the meter and test.
IMPORTANT: Additional information is available in Chapter 17 where the new load connection deals with connections involving unmetered supply and Section 18 where the new load connection deals with connections involving Micro-Embedded Generating unit(s) (including but not limited to solar PV and batteries for example).
8.2 Connect Application Process
The Electrical Contractor (EC) working on behalf of the customer submits a Connection Agreement (CX) Application through the Electrical Partners Portal. The DNSPs assess if the premise location has the available power supply to connect the requested amps and supply.
Once the Connection Agreement is approved the Connection Agreement can be transitioned to create an EWR/Form A through the Electrical Partners Portal.
The following require a Connection Application:
New Connections
Provision of a permanent connection; Provision of Builders Temporary Supply; Relocate Builders Temporary Supply to a permanent connection point; and Provision of unmetered supply.
Supply Alteration
Relocate permanent to Builders Temporary Supply (demolition/renovation); Relocate existing permanent connection to alternative position; Relocate Builders Temporary Supply to a new Builders Temporary Supply position; Increase current-carrying capacity of mains – installation of additional phases; and Increase current-carrying capacity of mains – increase mains demand which requires a service upgrade.
The following are Connection Application Types:
Basic Connection Services
Supply is available (i.e. there is a line available, at the required voltage and with sufficient capacity for the proposed connection); There is minimal or no network augmentation required (other than network extension beyond the standard service line); and The maximum connection capacity is 80 amps per phase (Ergon Energy) and 100 per phase (Energex). Solar 5.0kVA and below
Page 40 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Basic Connections Offers are most commonly applicable to new connections or connection alterations for:
Residential, rural and small commercial premises classified as standard asset customers (SACs); Micro embedded generation (e.g. PV installations) with exporting capability and inverter capacity as per AS4777, which are also classified as SACs6; Temporary connection for short term supply, which is defined as connection for a period of 12 months or less; and
Negotiated Connection Service
Supply is not readily available; There is network augmentation required; The maximum connection capacity exceeds 80 amps per phase(Ergon Energy) and 100 per phase (Energex); or The connection applicant elects to negotiate the terms and conditions of the connection. Solar above 5.0kVA
Standard Connection Service
Unmetered supply (other than public lighting).
All connections for real estate developments and major customers will be subject to a Negotiated Connection Offer.
Refer to Annexure 13 for further information on Connection Applications
8.3 Form A/Electrical Work Request (EWR)
Once the Electrical Contractor (EC) has performed their component of work associated with the new connection, they must lodge a EWR/Form A with the DNSP. Electrical contractors must lodge EWR/Form A electronically directly into the DNSP’s Electrical Partners Portal.
Both DNSPs are introducing a ‘Bundling’ option in the Electrical Contractor’s portal. Bundling allows an EC to group multiple jobs on a single EWR/Form A.
ECs must nominate the customer’s Retailer on every EWR/Form A submission. An electronic copy of the EWR/Form A will automatically be forwarded to the nominated Retailer via the Portal.
Upon receipt of a copy of the EWR/Form A, the Retailer should raise an Allocate NMI Supply Service Works B2B. Each EWR/Form A has a unique reference number that has been assigned to it.
6 This is generally for any micro embedded generator with exporting capability and inverter capacity as per the definition in AS4777 which is: less than or equal to 2kVA; less than or equal to 3.5kVA where reactive power control is set to 0.9 lagging except on SWER networks; or Non-exporting Inverter Energy Systems up to 5kVA that pass an automatic check of the distribution transformer loading. Page 41 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Example: EWR18ABCO345678 – EWR / Year / first three letters of Street name / specific number
The DNSPs request that Retailers use this reference number in the ‘FormNumber’ field of the New Connection B2B so the EWR/Form A and any subsequent Service Order can then be easily matched and linked
Retailers are requested not to submit an Allocate NMI or a Establish Supply B2B Service Order Request until after they have received a copy of the Form A/EWR associated with the connection. This will provide certainty to the Retailer that the DNSP has already received all preliminary paperwork for the connection to proceed.
IMPORTANT: Ergon Energy only: If the Form A is submitted in any other way, the information will need to be entered by Ergon Energy staff into the Electrical Partners Portal for processing which may lead to delays.
8.3.1 Monitoring Progress of EWR/Form As
Retailers are able to access information in relation to the EWR/Form A via the DNSP’s websites. The link to check the status of a Form A/EWR is:
Energex: https://www.energex.com.au/epp/public/estatus
Ergon Energy: https://epp.ergon.com.au/epp/Public/eStatus
The status will be displayed after inputting the EWR/Form A reference number (no customer or address details are available at this link). Statuses are only updated on those EWR/Form As that are lodged electronically. Although mailed Form As are loaded by Ergon Energy into the Web Portal, and a copy provided to the Retailer with the unique reference number, statuses are not available for these Form As.
Once a service order has been raised, Retailers are able to track the progress of their service order in the Retailer Portal. Refer Section 21 and Annexure 7 for more information.
Guide to the statuses for Form A/EWRs, and what action may be required by Retailers in certain statuses, is outlined below:
Table 1
Status Description
EWR in EWR Web Portal? sent EWR to Retailer? B2B received by Energex? Work completed? EWR New required? B2B New required?
EWR Submitted EWR has been received in Energex’s Web Yes No No No No No Portal. Unique reference number has been assigned.
EWR EWR has been transmitted to Energex’s Yes Yes No No No No Processing Customer Information System to undergo validation. Copy of the EWR with reference number has been sent to nominated Retailer.
Page 42 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Status Description
EWR in EWR Web Portal? sent EWR to Retailer? B2B received by Energex? Work completed? EWR New required? B2B New required?
Awaiting EWR has passed DNSP validation and is Yes Yes No No No No Retailer awaiting B2B. If this status remains for more Request than 48 hours, the connection applicant should contact their retailer.
Retailer The B2B has been received and matched to Yes Yes Yes No No No Request the EWR. Received
Work Scheduled B2B has been received and matched to EWR. Yes Yes Yes No No No for (Date) Appointment is not required and work is scheduled for completion by the date listed.
Appointment B2B has been received and matched to EWR. Yes Yes Yes No No No Set Appointment has been scheduled with customer.
Closed – No DNSP was unable to complete work due to Yes Yes Yes No No Yes Access access issues. A ‘Not complete’ response will be sent to the Retailer and a new B2B will be required
Retailer B2B and EWR do not match. DNSP has Yes Yes Yes No No Yes Request cancelled the B2B and is awaiting a new B2B Cancelled that will match the EWR.
Request Only applies to DNSP network related jobs Yes N/A N/A Yes No N/A Processed where a B2B is not required.
Completed DNSP has completed work and a ‘Complete’ Yes Yes Yes Yes No No response has been sent to the Retailer
Incomplete – DNSP was unable to complete work due to Yes Yes Yes No Yes Yes Form 3 Left faults / defects at the electrical installation. DNSP has advised the electrical contractor. A ‘Not Complete’ response has been sent to the Retailer. New EWR and B2B required.
Page 43 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Status Description
EWR in EWR Web Portal? sent EWR to Retailer? B2B received by Energex? Work completed? EWR New required? B2B New required?
Completed DNSP has completed the work however Yes Yes Yes Yes No No Form 3 Left identified minor faults with the electrical installation. DNSP has advised the electrical contractor. A ‘Complete’ response has been sent to the Retailer.
Closed – Form The electrical contractor has submitted a new Yes Yes Yes No Yes Yes 3 rectified EWR to rectify Form 3 issues.
Cancelled due The EWR has been cancelled by either the Yes Yes Yes No Yes Yes to scheduling electrical contractor or DNSP.
If DNSP has already received a B2B, a ‘Not Complete’ response will be sent to the Retailer advising the EWR has been cancelled. A new EWR will be needed. A new EWR reference number will apply and a new B2B with the new EWR reference number will be required.
If DNSP receives a B2B after the EWR has been cancelled, a ‘Not Complete’ response will be sent advising that the appropriate documentation has not been received. A new EWR will be needed and a new B2B with the new EWR reference number.
Cancelled by DNSP has received a cancellation for the B2B Yes Yes Yes No No Yes Retailer from the Retailer
Page 44 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8.4 Allocate NMI – Supply Service Works (SSW) The allocation and publication of a NMI is the first part of a two-step process to establish a new connection for a customer. The second step is to Establish Supply.
Under the Power of Choice Reforms, the following key changes will be implemented in relation to the request, allocation, and publication of a NMI:
A new service order Supply Service Works (SSW) Allocate NMI will be introduced. Retailers will submit the SSW: Allocate NMI first in order to trigger the publication of the NMI to the market In addition to a Connection Agreement (CX) and Electrical Work Request (EWR / Form A) submission by an electrical contractor, the Retailer will submit two service orders: 1. SSW: Allocate NMI 2. SSW: Establish Supply
IMPORTANT: The DNSPs request the Retailer include all the Mandatory and Required information from the EWR/Form A in the Allocate NMI B2B. Refer to B2B Procedure Service Order Process, Chapter 4, Section 4.1 Service Order Request Transaction Data, Table 13
On receipt of the Allocate NMI; the DNSP will automatically create and publish the NMI to the market. The Market Participants will be nominated via the data submitted on the Allocate NMI B2B from the Retailer and the NMI is published as ‘Greenfield’.
The DNSPs will continue the Bulk NMI Creation processes where the Electrical Contractor requests the creation of multiple NMIs in advance for a large residential building project.
When the DNSP sends back a response to the Retailer; two SSW jobs will be triggered: Supply Service Works (SSW): Establish Supply Metering Service Works (MSW): Install Meter.
A SSW Establish Supply cannot be processed until the Allocate NMI has been received and processed.
If a service order for Establish Supply is sent by the Retailer for a NMI that has not been published to the market (CR2001 at COM), the DNSP expects the Establish Supply SSW will be rejected in MSATS prior to it being received by the DNSP. This may result in a delay to the customer’s connection by the Retailer.
The NMI is published in MSATS (CR2001) as per the MSATS Procedures.
8.4.1 Incorrect Market Participants on the Allocate NMI
Where the Retailer has raised an Allocate NMI with the incorrect market participants and the CR2001 has been raised (REQ or PEND); the DNSP will withdraw/cancel the CR2001. If the CR2001 is published (COM); a new NMI will be required and the Retailer will need to raise a new Allocation NMI service order to recommence the process.
As the Retailer will receive status notifications for the CR2001 (OBJ), the DNSP expects the Retailer to communicate with the party that has raised the Objection.
Page 45 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8.4.2 Large New Connections NMIs
Where a Retailer is aware that a new connection will relate to a premises that is going to have a NMI classification of LARGE (e.g. where the maximum demand nominated on the Form A/EWR is ≥ 200amps/phase) or the anticipated consumption will be in excess of 100MWh p.a.), the DNSPs requests that:
The ‘Average Daily Load’ field on the Allocate NMI and Establish Supply B2B service order request is completed with a figure of 273 kWh or more (which equates to 100 MWh p.a.); and
The following roles be nominated on the New Connection B2B Service Order Request: o MC as chosen by the Retailer; o MDP as chosen by the Retailer; o MPB as chosen by the Retailer; and o MPC as chosen by the Retailer.
The Retailer must ensure that the appropriate metering request form for remotely read interval meters is sent to the MC and MP nominated in the Allocate NMI and Establish Supply B2B as soon as possible. Delays in sending the appropriate metering request form will result in delays in completing the new connection.
For non-residential premises, unless another demand tariff is requested, e.g. in the EWR/Form A or service order request, or a negotiated connection contract has been signed by the new customer for that connection which includes Site Specific network charges; Large new connections will initially be billed on a SAC Large Demand Small NTC for low voltage connections or a SAC Large Demand Large NTC for high voltage connections. Where a review reveals that the parameters of the tariff have been breached, the DNSPs may update the NTC.
Where a Retailer receives a EWR/Form A where the maximum demand nominated ≥ 200amps/phase, the DNSP will create the NMI with a NMI Classification of Large. If during consultations with the customer it is determined the Large classification may be incorrect, the Retailer should contact the DNSP’s New Connections Team as per the ROCL contacts.
8.5 Establish Supply - Supply Service Works (SSW) Permanent New Connections
Retailers will appoint the Metering Coordinator and will continue to work with DNSP for Permanent New Connection: Supply Service Works (SSW) Establish Supply B2B
Under the Power of Choice Reforms, the DNSP will no longer be responsible for the metering component of jobs relating to new Type 4 Digital Meters. As such, the existing Establish Supply service order will be raised by the Retailer and subsequently split across the Distribution Networks (DNSP) and Metering Providers (MP) as follows:
Supply Service Works (SSW): Establish Supply sent to the DNSP for the supply for the non-metering – component of the work; and Metering Service Works (MSW): Install Meter sent to the MP who is responsible for installing and maintaining new Type 4 digital meters.
A Supply Service Works (SSW) is defined as the connection from the network to the premise and up to the
Page 46 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Meter Isolation Link (MIL) on the premise switchboard.
A Metering Service Works (MSW) is defined as the connection of the Type 4 metering to the premise switchboard.
IMPORTANT: The NMI is now mandatory on the Establish Supply Service Order as the Establish Supply cannot precede the Allocate NMI and the NMI to be published (at COM) in MSATS.
Where the Retailer obtains address information from the customer that matches or can be sensibly combined with the EWR/Form A address details (e.g. lot number on EWR/Form A, and a street number from the customer), both should be included in the Establish Supply B2B address fields.
When the Retailer obtains address information from the customer that contradicts the EWR/Form A address information provided, the Retailer is to perform the following:
Enter the supplied address information from the EWR/Form A into the B2B ‘ServiceOrderAddress’ field; and Record the customer supplied address in the ‘SpecialInstructions’ field on the Establish Supply B2B. The DNSPs will issue the two supplied addresses to the field crew to assist in the physical site identification.
Any customer details that the Retailer can provide on the Establish Supply B2B would be of assistance to the DNSPs. Ideally these details would include:
The customer’s name in the ‘ContactName’ field and ‘ContactNumber’ fields respectively; and Any other information that may be helpful in the ‘SpecialInstructions’ field.
These details will allow the DNSPs to confirm that the premises being connected is correct. For example, if the new connection relates to commercial premises, the DNSPs request that the shop name or type (e.g. pizza shop) be included in the ‘SpecialInstructions’ field.
The DNSP will only contact the customer if the Retailer has indicated that this is necessary by doing all three of the following:
Marking the ‘CustomerConsultationRequired’ field as ‘Yes’; Including the customer’s name and telephone number in the ‘ContactName’ and ‘ContactNumber’ fields respectively; and Completing the ‘SpecialInstructions’ field with a valid reason why the customer needs to be onsite.
IMPORTANT: If the ‘CustomerConsultationRequired’ field is marked as ‘Yes’ and the customer’s details are provided, if a valid reason for why the customer needs to be contacted is not provided in the ‘SpecialInstructions’ field, the DNSPs will not contact the customer. By way of example, ‘Refer EWR/Form A’ or ‘Please contact customer’ are not considered valid reasons.
IMPORTANT: The DNSP request the Retailer include all the Mandatory and Required information from the EWR/Form A in the Allocate NMI B2B. Refer to B2B Procedure Service Order Process, Chapter 4, Section 4.1 Service Order Request Transaction Data, Table 13.
IMPORTANT: Coordinated work - DNSP requires a direct contact for the MP field crew coordinator - must not be a call queue. For coordinated appointments, if the MP field crew is not already on site when the
Page 47 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
DNSP arrives, the DNSP field worker will call this number to check that the MP is scheduled to attend the site and the job hasn't been cancelled.
In some cases, the DNSP can complete work without the MP needing to be on site at the same time, so long as the MP will still attend the site on the same day. This contact number should reduce volumes of cancelled jobs and wasted truck roll charges to MP.
8.5.1 Non-Metering Work – Supply Service Work (SSW)
A DNSP field crew will attend the site and connect the supply to the Meter Isolation Link (MIL) and leave an A5 card to communicate that the consumer mains and the MIL are live.
Energex A5 card example:
If there are defects found at the site, the Field crew will determine if the defect is minor or a serious and the following process will occur.
Page 48 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
IMPORTANT: Completion Code 64CP = DNSP Activities Complete-Form 3(B)Defects New Form 2 Reqd
8.5.2 Metering Work - Metering Service Work (MSW)
The MP will attend site and install their Type 4 Meter and connect from the Meter Isolation Link (MIL) to the meter. If the meter is installed prior to the DNSP connecting to the MIL, the MP will return to site to connect the meter and test. The MP will remove the A5 Warning Card and seal the MIL on the completion of their works.
The MP enters the completion details in the MP system, which updates the market (MSATS) and the NMI becomes ‘Active’. The MP subsequently raises a CR3001 to publish the Meter details. The CR3001 is only to be actioned once the site is energised.
8.5.3 Establishing Supply for Unit Blocks (Energex Only)
Scheduling work for unit blocks will change with the introduction of the PoC Reforms. For Energex, there will be a change to the way that jobs are sent to the field crews when an Establish Supply B2B is received for unit blocks. When multiple Allocate NMI and SSW: Establish Supplies are received, only a single job to establish supply, as well as any requests for controlled load, will be sent to the field crew.
The other jobs will wait until the supply has been established.
For Ergon Energy this process will continue as BAU (where an individual job is sent to the field for each NMI) as there is no system automation or process changes for unit new connections.
Page 49 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Each unit within a unit block will require a Connect Agreement (CX) and an EWR prior to establishing supply. Retailers will be required to submit both a NMI Allocate and an Establish Supply service orders for each unit for which they are the nominated FRMP.
A Retailer needs to send a B2B SSW / Establish Permanent connection for every unit within a unit block irrespective of whether the connection to the switchboard has been previously energised.
Where a ‘Bundled Service’ has been requested within the details of the EWR (i.e. New Connection and Controlled Load) the Retailer will submit only a single B2B SSW/Establish Supply Request with the EWR reference included. The Bundled Service request will be detected by the information provided in either the B2B or the EWR and the DNSP will endeavour to perform the Bundled Service within a single site visit.
The DNSP may install a network device (Relay) on the switchboard without the metering installed if requested on the EWR.
8.5.4 Bulk Meter Supply Establish Supply
When a Form 3/EWR is received for a new Bulk Meter Supply for a block of units; the DNSPs will update the NMI Classification Code to ‘Large’, the Customer Threshold to ‘High’ and will include ‘Bulk Metering Point’ in the premise description field.
8.5.5 Bulk Meter Conversion Process and Life Support
It is essential that any NMIs that are flagged as ‘Life Support’ prior to the Bulk Meter Conversion (BMC) should be flagged against the new BMC NMI. The Retailer’s customer (often a Body Corporation or Building Manager) will be sent the planned interruption notice and is responsible for notifying the Life Support customers.
As per our Bulk Meter Conversions (BMC) process, the DNSPs require the following documentation when applying:
Line Drawings – before and after Full list of all NMIs and meters – including any COMMs and ‘opt out’ NMIs (attached), Letter of Authority (Body Corporation) Completed ‘Bulk Metering Conversion Request’ - Form 1430 (attached), Any Life Support NMIs
8.5.6 Embedded Network Establish Supply
Embedded Network NMIs or Child NMIs are not connected to the DNSP network, but are connected to the Parent NMI. The DNSP creates the Embedded Network Code (ENC) for the Parent NMI.
The Embedded Network Manager (ENM) creates the Child NMI in MSATS. The DNSP has no visibility of Child NMIs.
Where Life Support is required against a Child NMI, the DNSP expect the Retailer or the ENM will notify the DNSP for the Parent NMI to be flagged with Life Support.
Page 50 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8.5.7 Delay in Completion of the Establish Supply
Where the Retailer raises the SSW Establish Supply and MSW Install Meter service orders simultaneously and the DNSP cannot do their work within the obligation period (E.g. traffic control, augmentation, defects, or emergency response workloads); the DNSP will contact the customer and/or the Electrical Contractor (EC) directly to confirm the scheduled dates for the work to be actioned. There are no notifications to the Retailer or MP in this situation via the gateway or otherwise. The MP will need to continue to hold the MSW Install Meter service order until receiving the SSW Establish Supply completion notification.
8.5.8 Establish Supply Completed by DNSP with Form 3/B due to Defects
Where the DNSP can complete their SSW Establish Supply (MIL), however a defect was identified that impairs the MP's ability to complete their work; the DNSP will return the SSW Establish Supply service order as 'Complete with Form 3 Raised'. The MP's will have visibility of this response as a Notified Party on the SSW Establish Supply. The Electrical Contractor (EC) will need to rectify the defect and submit another EWR, which will be sent to the Retailer as per current practices.
Please refer to the following table for process:
Page 51 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8.5.9 Establish Supply with Controlled Load Relay
The Establish Supply process is straight forward where the DNSP will attend the property and install the Controlled Load relay and connect the network supply up to the Meter Isolation Link (MIL). For time efficiency it is preferable that the DNSP complete their Service Order prior to the Meter Provider’s (MP) meter installation. If the Type 4 meter is installed prior to the MIL, the MP will need to return to the property to commission their meter after the supply is connected to the network by the DNSP.
Table 1
Scenario 1: Establish Supply with Controlled Load (Permanent New Connection) - New Meters
Retailer/MC DNSP Meter Provider (MP)
Issue one of the SSW - Establish Connect supply to MIL and install Install meter and connect to Supply service orders to DNSP Controlled Load (as specified in Controlled Load and re-seal (with EWR reference) the EWR) preferably scheduled device after DNSP connects before metering work. supply.
Issue MSW - Install Meter to MP If meter is installed first, a return visit is required to commission meter after supply is connected.
Update metering details in MSATS
8.6 Establish Supply - Supply Service Works (SSW) Temporary Builders Supply (TBS)
All temporary and permanent connections require their own NMI. This approach is currently in place for Energex but it is new for Ergon Energy. This approach will align Queensland with the rest of the market and support the consistent provision of current NMI related information to the market. Changes to the Electrical Portals will support this by ensuring that jobs can only be raised against NMIs with the appropriate NMI status.
Updating a temporary NMI and changing its status to a permanent NMI (known as a ‘swing’ job) will no longer be possible. Instead a permanent NMI will be automatically created when a request for a temporary connection is received.
On receipt of the request for a permanent connection (to replace the temporary supply) the temporary supply will be removed on site (via an internal supply abolishment) and the temporary connection NMI will be made extinct in the market. The permanent NMI will then become the active NMI at the address.
Page 52 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8.6.1 Establishing a TBS
End-to-End steps for standard TBS connection:
1. Electrician submits a Temporary Connection Agreement.
2. Customer selects a Retailer for a Permanent New Connection of supply.
3. Electrical Contractor (EC) submits an EWR/Form A, nominating the Retailer and nominates Temporary Supply.
4. Retailer will appoint the Metering Coordinator and will continue to work with DNSP for Permanent New Connection: Supply Service Works (SSW) Allocate NMI B2B
5. DNSP receive SSW with NMI Allocate for a Permanent New Connection. DNSP will allocate a NMI, which will automatically publish to the market with a Greenfield status. (MSATS does not indicate that the supply is temporary).
6. DNSP will send a response back to the Retailer which will trigger two jobs : Supply Service Works: Establish Supply Metering Service Works (MSW): Install Meter.
7. Retailer will appoint the Metering Coordinator and will continue to work with DNSP for Permanent New Connection: Supply Service Works (SSW) Establish Supply B2B
8. DNSP will schedule and dispatch Field Crew the non-metering component of Permanent New Connection job (MIL).
9. DNSP Field Crew will complete Non-metering component: connect supply to the Meter Isolation Link (MIL) and enter completion details for the Job. The DNSP field crew will leave an A5 card to communicate that the supply is connected to the Meter Isolation Link (MIL).
10. MC schedules MP to attend site for metering component of Permanent New Connection job.
11. MP attends site and will complete Metering component: Installing new Type 4 Meter and completes details for the job in the MP systems.
12. MP creates the CR3001 to publish the meter to the market (MSATS) and will automatically update the NMI to an Active status. The CR3001 is only to be actioned once the site is energised.
13. MDP will create the CR4001 to publish the Meter Datastreams to the market (MSATS)
Page 53 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8.6.2 TBS to Permanent Supply
Upon receipt of an EWR/Form A for Permanent request and where it is indicated that the Electrical Contractor (EC) no longer requires the TBS, an internal Network Supply Abolishment will be triggered by the DNSP. E.g. a single SSW is required and a Retailer Supply Abolishment B2B request is not necessary. 1. EC submits a Permanent Connection Agreement.
2. Customer selects a Retailer for a Permanent New Connection of supply.
3. EC submits an EWR/Form A, nominating the Retailer and nominates Permanent Supply.
4. DNSP sends nominated Retailer a copy of the EWR requesting Coordination required between DNSP and MP to attend site on the same day.
5. Retailer will appoint the Metering Coordinator and will continue to work with DNSP for Permanent New Connection and set the coordination flag to ‘Yes’ on the SSW and the MSW (Permanent Supply NMI should already be created): Supply Service Works: Establish Supply Metering Service Works (MSW): Install Meter.
6. DNSP will schedule and dispatch Field Crew for non-metering component of Permanent New Connection job. (Work crew must attend site on the same day as the MP so that a customer (who currently has power) is not left without power).
7. DNSP Field Crew will complete Non-metering component: disconnect supply to the Meter Isolation Link (MIL) and enter completion details for the Job. The DNSP crew will leave a tag at switchboard / MIL indicating DNSP work is completed.
8. MC schedules MP to attend site for metering component of Permanent New Connection job.
9. MP attends site and will complete metering component. The DNSP crew must attend site on the same day as the MP so that a customer (who currently has power) is not left without power.
a. Where the Temporary and the Permanent Supply have the same MP – MP removes the TBS meter, installs the new Type 4 Meter and completes details for the job in the MP systems. (TBS NMI = Extinct).
b. Where there are differing MPs for the Temporary and the Permanent Supply – the DNSP will raise an MFN to the Retailer of the TBS NMI with reason code of ‘Other’, which will include the appointment date and time of the Permanent Connection. The Retailer should pass along the appointment details to the MP so that they are aware that they can attend later the same day to remove their meter.
10. MP creates the CR3051 to remove the meter to the market (MSATS).
11. MDP will create the CR4051 to close out the Meter Datastreams to the market (MSATS)
Page 54 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8.6.3 Concurrent TBS and Permanent Supply (Large Connection Sites Only)
The DNSPs may be advised by the electrical contractor that the Retailer raising the service order or via information included in the Form A/EWR that the temporary connection is not to be removed at the same time as the permanent connection is to be completed. Where the DNSPs are made aware that the permanent connection needs to co-exist with the TBS connection for a period of time, the following will apply:
The Retailer will raise the Allocate NMI based on the Electrical Contractors’ Connection Application and the EWR/Form A The DNSP will create and publish a new NMI for the permanent connection; and The Retailer for the TBS connection will be required to send a Supply Abolishment B2B service order request when the TBS connection is no longer required. This will extinct the NMI in MSATS that was created for the TBS connection when it is no longer required.
IMPORTANT: For Large Permanent connections – On rare occasions it is not identified until the permanent connection is being completed that the TBS cannot be removed at the same time. Where this occurs, and on agreement from the Retailers involved, the DNSPs will create a new NMI for the temporary connection due to contractual arrangements between meter providers, customers and Retailers.
Page 55 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
9 DE-ENERGISATION
9.1 De-Energisation Summary
The DNSP will continue to carry out physical De-Energisation of a NMI. The DNSP will automatically reject the De-Energisation B2B where the NMI has Life Support equipment.
When Queensland safety regulations permit Remote De-Energisation, a Meter Provider (MP) may be requested to carry out a remote de-energisation of a meter service. The Remote De-Energisation B2B request from the Retailer is expected to include the DNSP as a notified party of the service order. On receipt of a one way notification – notified party details, the DNSP will record the MP de-energisation in the customer record. The DNSP expect the Retailer, MC and MP to be aware of a NMI that has been flagged for Life Support and have similar safeguards to the DNSP and will automatically reject a de-energisation request.
9.1.1 De-Energisations and Protected Periods
National Energy Retailer Rules – Part 6, advises time and date periods during which de-energisations are not allowed to be actioned. All De-energisation (Non-Payment) requests are subject to following Protected Periods:
a. a business day before 8am or after 3pm; or b. a Friday; or c. the day before a public holiday7; or d. a weekend or a public holiday; or e. the days between 20 December and 31 December (both inclusive) in any year;
7 Public Holiday, in relation to a customer, means a day that is observed as a local public holiday in the area in which the customer’s premises are located. Page 56 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
9.2 Physical De-Energisation – DNSP
The DNSP upon receipt of B2B service order request for a physical De-energisation from a Retailer will most likely result in:
Table 1
Single Dwelling or Multiple Dwelling where De-Energisation B2B Type Multiple Dwelling where meter isolation links are meter isolations links not installed are installed
De-energisation for vacant, or other Physical Main Switch Seal (MSS) non-debt related de-energisations
De-energisation for debt Physical Main Switch Seal (MSS)
In validating the De-energisation B2B service orders, the DNSP recognises that the allowable De- energisation Sub Types include the following:
Disconnect at Pillar-Box Pit or Pole-Top Remove fuse Recipient Discretion
The DNSP will reject the following Sub Types where they are nominated as the Recipient:
Remote Local Meter Disconnection
All jobs will be scheduled as a physical disconnection. It is possible that once on site, the field worker identifies that physical disconnection is not possible. If it is identified that the reason a physical disconnection is not possible is because it would result in the temporary disconnection of multiple premises, a Main Switch Seal (MSS)8 will be performed if possible. If a physical disconnection is not possible for any other reason, a ‘not complete’ service order response will be sent.
For health and safety reasons, the DNSPs do not disconnect ‘Community’ NMIs and will reject a Retailer’s request to do so. A Community NMI typically covers public lighting and stairwell lighting, fire alarms, lifts and disabled person access. Where a Retailer reasonably believes that a NMI has incorrectly been flagged as ‘Community’, they should contact the DNSPs Retail Support.
8 A main switch seal is the process whereby a distribution entity de-energises a premise by placing a sticker over the main switch, without a physical de-energisation. The sticker indicates that the customer should contact their retailer to arrange re-energisation and that removal of the sticker should only be performed by the distribution entity or their authorised agent.
Page 57 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
9.2.1 De-energisation of a Residential premises (RES)
Where a De-energisation B2B Service Order Request for a residential customer is received, the DNSPs will either:
Attempt a physical de-energisation (for single dwellings or multiple dwellings where a Meter Isolation Link (MIL) is installed); or Attempt a MSS de-energisation (for multiple dwellings or where no alternative disconnection method is available).
When a physical de-energisation is completed the NMI status in MSATS will be updated to ‘De-energised’. A Visual Safety Investigation (VSI) will be required when a re-energisation service order is raised.
When a MSS de-energisation is completed for a Move-Out; the NMI status in MSATS remains ‘Active’. A Visual Safety Investigation (VSI) will not be required when a re-energisation service order is raised.
When a MSS de-energisation is completed for a Non-Payment; the NMI status in MSATS will be updated to ‘De-energised’. A Visual Safety Investigation (VSI) will be required when a Move-In Re-Energisation (new customer) service order is raised. A VSI is not required for a Re-Energisation for After Disconnection for Non-Payment.
The De-Energisation B2B Response will have the specific Completion Code and advice indicating that the MSS has been turned off and sealed with the sticker below for each DNSP (Figure 1 and Figure 2).
Figure 1 - Energex Main Switch Seal Sticker
Figure 2 – Ergon Energy Main Switch Seal Sticker
Page 58 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
In addition to the seal, the following cards (Figure 3 and Figure 4) will be left at the premises so the customer is aware that they need to contact a Retailer to have supply restored.
Figure 3 - Energex Disconnection Notice
Page 59 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Figure 4 - Ergon Energy Main Switch Seal Sticker
For information regarding obligations in relation to a MSSl de-energisation, please refer to the EDNC located on the QCA website: QCA final decision in relation to main switch seal de-energisations can be found at: http://www.qca.org.au/getattachment/81f51ff4-9022-4534-84de-dcec19f24342/Final-decision.aspx
9.2.2 De-energisation of a Business Premises (BUS)
Where a De-energisation B2B request is received for a business customer, the DNSPs will either:
Attempt a physical de-energisation for single dwellings or multiple dwellings where a meter isolation link is installed; or Attempt a MSS de-energisation for multiple dwellings where no alternative disconnection method is available.
When a physical de-energisation or MSS is performed on a business premises the NMI status in MSATS will be updated to ‘De-energised’.
The same MSS stickers and cards will be left at the business premises.
Page 60 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
9.2.3 De-Energisations in ‘Excluded’ and ‘Remote’ Locations
The timeframe to complete a De-Energisation B2Bs in an Excluded location is 10 business days. The timeframe for Remote locations remains at 5 business days; however there are specific days that we will attend those locations depending on the resources being used. Retailers should be aware of these restrictions when requesting work to be performed at Excluded and Remote locations where appointments are required.
Energex: Excluded / Remote Locations
Ergon Energy: Short Rural Feeder / Long Rural Feeder / Isolated Feeder
The full list of Excluded and Remote locations and the feeder types and the days that the DNSP will attend those locations are included at Annexure 3 for Energex and Annexure 4 for Ergon Energy.
9.2.4 Consumption Identified at Physical De-Energised Premises
Where the DNSP identifies consumption at a premises that has been physically de-energised, the DNSP’s Revenue Protection Units (RPU) will raise an internal Network Service Orders to investigate the reason why consumption has been recorded and will de-energise again unless extenuating circumstances arise. Retailers will be advised of the outcome of the Network Service Order.
A daily report identifies consumption on NMIs with a Main Switch Seal (MSS) and Retailer Compensation is paid to the Retailer who are advised to investigate the customer. The MSS Premise Stop Bill is removed and Network Charges are billed.
9.3 De-Energisation – Meter Provider
When Queensland safety regulations permit remote de-energisation, the MP may receive from the retailer the following B2B De-Energisation Service Order Request:
Remote Recipient Discretion
Currently, a B2B De-Energisation - Local Meter Disconnection service order are not utilised within Queensland.
9.3.1 Life Support NMIs and Remote De-Energisations
The DNSP have rules built into their systems to reject a De-Energisation B2B on a Life Support flagged NMI and prevent completion of the service order request. When Queensland safety regulations permit remote de- energisation, the DNSPs expect the Retailer, MC and MP have similar system rules and will all be aware of the NMI that has been flagged for Life Support.
The DNSP expects the Retailer will not raise De-Energisation B2B service orders on NMIs flagged with Life Support and believe the responsibility for any wrongful disconnections and possible Breaches will be managed by the Retailer, the MC and the MP.
Page 61 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
9.3.2 DNSP as Notified Party – Remote De-Energisation (Type 4 Metering)
When Queensland safety regulations permit remote de-energisation, the DNSP should be a Notified Party on remote De-Energisation B2B Service Orders. The DNSP will chose to update their system records with details of remote de-energisations conducted by the MP. These details will be used when investigating outages to avoid incurring and applying unnecessary network charges against a remotely de-energised NMI.
9.3.3 Network Billing Updates – Remote De-Energisation
The DNSP will use Type 4 metering market billing standards to apply the De-Energised Date on Type 4 meters as the Actual De-energisation Date as received in the CR305x.
If the Remote Re-Energisation is actioned on the same day or one day after the Actual De- energisation Date; the Service will be reconnected with a DNSP Re-Energisation Date equal to the De-energisation Date. Where the Re-energisation is actioned more than one day from the Actual De-energisation Date; the Service will be reconnected with a DNSP Re-energisation Date equal to the Actual Re-energisation Date
9.3.4 Change of Metering Installation Details – Remote De-Energisation
The DNSP, after receiving a CATS CR305x that has updated meter register status from ‘C’ (Current) to ‘D’ (De-energised), will:
Set the Disconnection Flag = ‘Y’ Set the Disconnection Method = ‘MP Remote’ Set the MP Disconnect Date equal to the ‘ActualChangeDate’ of the CR305x Create/Maintain the Disconnection History record where required
9.4 De-Energisation Requests – Retailer
When Queensland safety regulations permit remote de-energisation, the Retailer may request the MP to remotely de-energise a NMI and then request the DNSP to perform a physical de-energisation. To re- energise, the Retailer will need to request re-energisation in the reverse order to the de-energisation requests. The re-energisation requests must comply with the multiple service order process rules and be sent at separate times.
9.4.1 De-Energisation – Change of Retailer
The DNSP will evaluate if the fieldwork for the De-energisation can be cancelled after receiving a De- energisation B2B Service Order Request from the current Retailer and a Re-energisation B2B Service Order from a prospective Retailer (i.e. not the current FRMP).
Where the De-energisation Service Order can be cancelled; the DNSP will send a ‘Not Completed’ Response to the De-Energisation request with an Exception Code of ‘De-Energisation Not Completed Due to a Re-Energisation’ and the Re-Energisation Service Order is issued to obtain a reading.
Where the De-Energisation Service Order cannot be cancelled, the DNSP will action both the De- Energisation and the Re-Energisation B2Bs.
Page 62 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
9.5 Temporary De-energisation/Re-energisation
There are five scenarios that may apply to a temporary de-energisation/re-energisation. The following table outlines each scenario and the type of service order request the DNSP expects to receive, including additional information.
It should be noted that if a temporary de-energisation is expected to be de-energised for a period exceeding 40 business days, the Retailer is requested to submit a Supply Abolishment service order request. A New Connection Service Order request and associated Form A/EWR will need to be submitted for re- energisation.
For further information on Temporary Isolation Requests, refer to Section 11.
Table 2
B2B service Additional information required in Description order request B2B service order request Type
De-energisation and re-energisation to be performed on the same day Customer contact name and telephone and no electrical changes are number; type of work requested; an Scenario 1 Miscellaneous required to the premises (for approximate date for the requested example, the temporary de- work. energisation is to trim trees or paint)
Establish Supply Existing permanent connection with sub-type of NMI from the permanent connection is to be dropped and replaced ‘Temporary’ to instructions such as ‘swing to TBS’ or by TBS (for example, where connect the TBS Scenario 2 ‘house being moved, please swing to the house is being renovated) (note a TBS’. (In this scenario, the original NMI and then back to Permanent EWR/Form A is will be automatically abolished). connection. also required in this case)
Supply Alteration Customer contact name and telephone Service drop to allow a change (note a Form number; type of work identified; an Scenario 3 of Point of Attachment or other A/EWR will also approximate date for the requested electrical related activity be required in this work. case)
Page 63 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
B2B service Additional information required in Description order request B2B service order request Type
Metering Coordinator contact details; MP Coordination flag set to yes: Date Temporary removal of primary of outage: Duration of outage. NOTE: Scenario 4 fuse to allow Metering work to SSWTI / TI If the reason for the outage is not be done on a single dwelling customer requested the Retailer will be responsible for providing the NECF outage notification to the Customer
Metering Coordinator contact details; MP Coordination flag set to yes: Date of outage: Duration of outage. Temporary removal of primary SSWTI / Group NOTE: The date of the outage must Scenario 5 fuse to allow Metering work to Metering be =>15 days to allow the DNSP to be done on a multiple dwelling manage the NECF customer outage notification to all affected customers’ at the address
9.5.1 De-Energisation Continuing After Planned Interruption
If the DNSPs de-energises a customer’s premises as part of a maintenance planned interruption, and is unable to re-energise the premises because the field crew cannot gain access the customer’s switchboard, a card is left at the customer’s premise that clearly directs the customer to phone their DNSP Loss of Supply team on 13 62 62 / 13 22 96 to arrange access and re-energisation of their premises at any time.
Such re-energisation requests may come directly from the customer and do not require a B2B service order request from a Retailer. The DNSP will perform these re-energisations as a matter of priority. No charge will apply.
10 RE-ENERGISATION
10.1 Re-Energisation Summary
The DNSP will carry out the Re-Energisation of a NMI depending on how the De-Energisation was performed. The DNSP will either a carry out a physical re-energisation (reinstate the fuse) or remove the Main Switch Seal (MSS).
Page 64 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The current Queensland safety regulations9 require Visual Safety Inspection (VSI) to undertaken by the DNSP to see if any serious defects at the premises exist prior to the reconnection of supply where there has been a change of customer or the same customer is de-energised for more than a month. The DNSPs have developed internal procedures that outline the work that will be undertaken to determine if serious defects exist.
When Queensland safety regulations permit remote re-energisation, the Retailer may request the MP to remotely re-energise a NMI. Depending on the customer or period of disconnection, the DNSP will be required to a Visual Safety Inspection (VSI) prior to the MP carrying out a remote Re-Energisation.
10.2 Re-Energisation - Retailer
The Retailer will initiate Re-Energisation B2B service order requests to re-energise a NMI at their discretion. The Retailer is expected to:
identify and submit a Re-energisation after Non Payment when that is the correct service order type include the DNSP as a Notified Party on all Type 4 Re-Energisation requests to request re-energisation in the reverse order to the de-energisation requests send re-energisation requests at separate times to comply with the multiple service order process rules
10.2.1 Multiple Re-Energisation Service Orders from the Same Retailer
Upon receiving a Re-energisation B2B Service Order from a Retailer for a site where there is already an existing Re-energisation B2B Service Order from that same Retailer; the second B2B Service Order will be rejected. The Retailer must cancel the first existing B2B Service Order Request, and receive an Acknowledgement on the cancellation, if they want the second B2B Service Order to be accepted.
10.2.2 Re-Energisation – Visual Safety Inspection (VSI)
For change of customer or where the same customer is de-energised for >30 days, regardless of the type of De-Energisation that has been completed, the Retailer must coordinate a Visual Safety Inspection (VSI) with the DNSP prior to the Re-Energisation.
When Queensland safety regulations permit remote re-energisation, the Retailer may require the DNSP to carry out a VSI prior to the MP remotely re-energising a NMI. The Retailer will need to raise a Miscellaneous B2B service order request in order to comply with the multiple service order process rules and enable the service order requests to be present at the same time.
It is expected that the Retailer will inform the MP that the remote re-energisation is dependent on the DNSP performing the VSI. The Retailer is responsible for booking an appointment with the customer and will include these details in the Miscellaneous Service Order. Retailers will include an agreed appointment
9 Under the Electrical Safety Regulation 2013, A distribution entity is authorised to reconnect an electrical installation to a source of electricity if there are no serious defects after a visual examination Page 65 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
window in the ‘SpecialInstructions’ field of the service order request dependent for re-energisations requiring a VSI as per Table 1:
Energex – request 5 hour appointment i.e. #0800# Ergon Energy - 4 hour or 8 hour appointment time, according to the Feeder class
Table 1 Service Orders and VSIs
De-energisation Method Type of B2B Visual Safety Required Inspection Required
Primary Fuse removed Re-energisation Yes
Main Switch Sealed Re-energisation No
Remote or local meter Miscellaneous Yes disconnection
Customer details should also be included in the appropriate fields in the service order request in case the DNSP needs to contact the customer about the appointment.
Table 2 Ergon Energy
10.3 Remote Re-Energisation – Meter Provider
When Queensland safety regulations permit remote re-energisation, the MP may receive a Re-Energisation B2B service order request from a Retailer to remotely re-energise a NMI. In parallel, the DNSP may receive Miscellaneous Service Order request from a Retailer to perform a VSI prior to the MP performing a remote re-energisation. The DNSP should perform a VSI for a new customer or where the same customer has been disconnected for more than 30 days.
It is expected that the MP will be advised that the remote re-energisation requires a DNSP VSI and the customer agreed appointment time.
10.3.1 Re-Energisation – DNSP as Notified Party
The DNSP is expecting the Retailer to include the DNSP as a Notified Party on Re-Energisation requests sent to the MP. The DNSP will use the One Way Notification (OWN) – Notified Parties to record re- energisation action at the customer premises. This will allow the DNSP to respond to customer enquiries.
Page 66 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
10.3.2 VSI Prior to Remote Re-Energisation
A Visual Safety Inspection (VSI) is required for the Re-Energisation for either a new customer or the same customer that has been remotely de-energised for >30 days. The Retailer must submit a Miscellaneous B2B Service Order for the VSI to the DNSP and a MSW Remote Re-Energisation to the Meter Provider (MP).
The DNSP on receipt and confirmation of the service order will schedule the VSI for the expected appointment time. Once the VSI has been completed, the DNSP will contact the MP from the site and the MP will execute the re-energisation immediately (while the DNSP crew is still on-site). To facilitate this service the DNSP requires a direct phone number to the team that can action the remote re-energisation whilst the DNSP field worker is on site.
A VSI as part of the re-energisation will only be able to be performed during daylight hours.
Please refer to Annexure 9 for the process map for a VSI prior to a Remote Re-Energisation.
10.4 Physical Re-Energisation - DNSP
The DNSP upon receipt of the Re-Energisation B2B service order request will determine what type of re- energisation is required from the means by which the premises was de-energised. The re-energisation of the premises will also consider the need for a Queensland safety regulations visual safety inspection (VSI). The VSI is required where the NMI status shows de-energisation as per Table 5.
Retailers may review the status in the Portal when talking to the customers to ascertain whether a VSI examination is required and arrange the appointment window with the customer and include the start time of the appointment window in the service order ‘SpecialInstructions’.
Table3
Page 67 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
10.4.1 Re-Energisations Requiring Visual Safety Inspection (VSI)
The Visual Safety Inspection (VSI) is a Queensland electrical safety regulatory requirement to see that any serious defects exist at the premises prior to re-energisation. The DNSPs have developed internal procedures that outline the work that will be undertaken to determine if serious defects exist. The procedures include the following requirements:
The DNSP will not enter any premises where there are personal items unless the owner or some other responsible person is in attendance for the full period of the appointment (this person must not be a minor); VSIs are not to be carried out during non-daylight hours; The VSI is designed to check for damage or exposed live parts on any part of the electrical installation which includes items outside the customer's premises (e.g. service line to the premises) as well as inside the customer's premises (e.g. luminaries, fixed appliances and accessories (such as power points) in or behind cupboards/doors) including any other structures such as garages and garden sheds; and Access is required to all locked rooms (including sheds, garages and cupboards), including rental properties where there may be a locked room that is used by the owner for storage of their property and the tenant does not have access.
To complete the VSI successfully, the DNSP field worker will require unhindered access to all areas of the premises, e.g. garages, sheds and pump sites. If personal items such as furniture are at the premises at the time the VSI is to be performed, the owner/other responsible person must be in attendance and it will be their responsibility to ensure these items do not impede the Field Worker's ability to complete the examination. The Field Worker will not move customer’s personal items such as furniture to gain access to inspect any part of the electrical installation as noted above.
Table 4
Energex Appointment Windows
Page 68 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 5
Ergon Energy Appointment Windows
10.4.2 Re-Energisations – Main Switch Seal (MSS)
Customer appointments are not necessary for re-energisation of premises that were de-energised by Main Switch Seal (MSS), apart from a MSS de-energisation is completed for a Non-Payment; the NMI status in MSATS will be updated to ‘De-energised’. A Visual Safety Investigation (VSI) will be required when a Move- In Re-Energisation (new customer) service order is raised. A VSI is not required for a Re-Energisation for After Disconnection for Non-Payment
When performing the re-energisation, the DNSP will remove the seal and replace the seal with the seals shown below.
The MSS safety check cards (below) will be left at the premises to advise the customer what they should do prior to removing the above stickers and turning the main switch on. Note that the main switch will remain in the ‘off’ position. Retailers are not to advise customers to remove a MSS irrespective of the circumstances unless they have received this card and have carried out the requested safety checks.
Page 69 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
10.5 Re-Energisation Timeframes
As outlined in the tables below, the performance of re-energisations is determined by:
when the re-energisation is required to be performed, including both the date and time of day when the request is received by the DNSP the location or feeder class of the NMI
Re-Energisation requests for same day re-energisation are only available in Urban Feeder class areas if a valid service order request is received prior to 1pm on a business day and suitable access is provided to perform a visual safety inspection. If urgent re-energisation is required in all feeder class areas, the retailer must contact the DNSP’s Retail Support to investigate if the Re-Energisation B2B service order can be completed as required.
Page 70 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
10.5.1 Re-Energisation Timeframes – Energex
Energex requests that Retailers use the ‘ServiceTime’ specified in the table below when raising re- energisation requests. Saturday arrangements do not include premises which have been de-energised for Non-Payment.
Energex will not perform any after-hours re-energisations:
On Sundays; or On a Saturday or Sunday for re-energisations after de-energisation for non-payment; or At excluded locations, or On any public holiday.
Table 6
Page 71 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
10.5.2 Re-Energisation Timeframes – Ergon Energy
Ergon Energy requests that Retailers use the ‘ServiceTime’ specified in the table below when raising re- energisation requests.
Table 7
If urgent re-energisation is required in all feeder class areas, the retailer must contact the Ergon Energy’s Retailer Support 1300 725 800 to investigate if the service order can be completed as required.
Access requirement for re-energisation where a visual safety inspection is required:
4 hours minimum in Urban Feeder class areas, and 8:00am – 5:00pm for other feeder class areas. VSI will only be performed during daylight hours as noted above.
Page 72 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 8
Page 73 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 9
10.5.3 Urgent Re-Energisations
The Retailer should bear in mind that the DNSPs may not be able to accommodate “urgent” same day re- energisation requests in Non-Urban feeder class locations (i.e. Short Rural, Long Rural and Isolated locations) – it is recommended that Retailers contact the DNSP prior to requesting this service to confirm resource availability. Where a Retailer requires a customer’s premises to be re-energised urgently, the following process should be followed:
If it is prior to 1pm on a business day, and the NMI is in an Urban feeder class the retailer should raise a standard ‘Business hours’ re-energisation B2B. The DNSP will schedule and attempt to perform the re- energisation that day; If the NMI is not in an Urban feeder class, Excluded or Remote area, or the request is received after 1pm on a business day, the retailer should raise a B2B specifying the ‘ServiceTime’ as ‘Anytime’.
Once a business acceptance is received for the service order, the Retailer should then contact Retail Support prior to 2:30pm to confirm if resources are available. The DNSP will advise if the job is able to be
Page 74 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
completed during normal business hours or after-hours, and the appropriate fee will be applied.
10.5.4 Customer Requests After-Hours Re-Energisations
If a customer contacts the DNSP directly for an after-hours re-energisation (which typically occurs when a customer moves into a premises on the weekend without having previously contacted a retailer), The DNSP will advise the customer they need to contact a Retailer and will not perform the re-energisation until a re- energisation B2B is received from a Retailer. If the customer believes there are exceptional circumstances requiring the re-energisation to be performed without a B2B from a Retailer, the DNSP have an escalation process in place to assess if the job should be performed or not.
10.5.5 Retailer Requests After-Hours Re-Energisations
The following processes are applied by the DNSP for re-energisation requests where the Retailer specifically requests that the work be performed after-hours. After-hours re-energisations include both:
B2Bs requested to be completed outside business hours on a business day (business hours are 8:00am to 5:00pm on business days); and B2Bs requested to be completed on non-business days.
Whilst every endeavour will be taken to re-energise a customer’s installation, the following overarching rules will be applied:
DNSP will only be able to perform work on a non-business day, i.e. Saturday, Sunday or public holiday, if it is requested before 3:00pm on the business day prior. Retailers will be required to firstly contact Retail Support to confirm if the requested work can be facilitated and any associated charges. The DNSP will use reasonable endeavours to comply with any service order request for re-energisation outside of business hours. (Refer to Table 8 for specific timings).
After phone confirmation of available resources, subsequent Re-energisation service order request with matching service order number (RetServiceOrder) must be lodged by the requesting Retailer, referencing the phone call and the DNSP confirmation in the ‘SpecialInstructions’ field, e.g. “Request previously lodged by phone, confirmed by Ergon”, together with the date and time of the call.
Where a Retailer requests an after-hours re-energisation, the ‘ServiceTime’ field on the B2B should be set to ‘Non-businessHours’. If not, Ergon Energy will still apply the after-hours charges to the job despite the Service Time specifying ‘BusinessHours’, and the job will be performed after hours as requested. If the Retailer’s request is particularly unclear, Ergon Energy will send a ‘NotComplete’ response to the Retailer requesting the job be re-raised for a business day, or re-raised with the correct Service Time nominated.
If a visual safety inspection (VSI) is required as part of the re-energisation, the DNSP will only be able to perform the re-energisation during daylight hours. This is a safety requirement for crew and customer to enable the VSI to be completely carried out. If crew are unable to correctly inspect a property the job will not be completed.
Page 75 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
10.6 Re-Energisations in Excluded, Remote Long Rural and Isolated Locations (Energex only)
The timeframe to complete a re-energisation in an excluded location is 10 business days. The full list of these locations and days that we will attend those locations are attached in Annexure 3.
Re-energisation B2B service orders for any of these locations must be received by the DNSPs by 3:00pm on the business day prior to the date work is required.
10.6.1 Excluded Location Appointments
For re-energisations requiring a visual safety examination, a 5 hour appointment needs to be arranged with the customer on a day that Energex attends the area (as per the Annexure table) and Retailers should include the customer’s contact details in the B2B. This will enable Energex to contact the customer in case the appointment time needs to be changed.
If a Retailer arranges a re-energisation (including making an appointment) on a day that Energex does not attend a particular island, we will attempt to contact the customer and arrange a new appointment on a day we attend the island. If the customer cannot be contacted, a ‘Not complete’ response will be sent to the service order.
10.7 Re-Energisations Following Temporary De-Energisation
There are five scenarios that may apply to re-energisation following a temporary de-energisation. If a temporary de-energisation is expected to be de-energised for a period exceeding 40 days, the Retailer is requested to submit a Supply Abolishment service order request. A New Connection service order request and associated Form A/EWR will need to be submitted for re-energisation.
The following table outlines each scenario and the type of service order request the DNSP expects to receive, including additional information.
IMPORTANT: For further information on Temporary Isolation Requests, refer to Section 11.
Page 76 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 10
Additional information B2B service order Description required in B2B service order request Type request
De-energisation and re-energisation to be performed on the same Customer contact name and day and no electrical telephone number; type of work Scenario 1 changes are required to Miscellaneous requested; an approximate date the premises (for example, for the requested work. the temporary de- energisation is to trim trees or paint)
Existing permanent NMI from the permanent New Connection with sub- connection is to be connection instructions such as type of ‘Temporary’ to dropped and replaced by ‘swing to BTS’ or ‘house being Scenario 2 connect the BTS (note a BTS (for example, where moved, please swing to BTS’. In FormA/EWR is also the house is being this scenario, the same NMI will required in this case) renovated) continue to apply.
Service drop to allow a Customer contact name and Adds & Alts (note a Form change of Point of telephone number; type of work Scenario 3 A/EWR will also be Attachment or other identified; an approximate date required in this case) electrical related activity for the requested work.
Metering Coordinator contact details; MP Coordination flag set to yes: Date of outage: Duration Temporary removal of of outage. NOTE: If the reason primary fuse to allow Scenario 4 SSWTI / TI for the outage is not customer Metering work to be done requested the Retailer will be on a single dwelling responsible for providing the NECF outage notification to the Customer
Metering Coordinator contact details; MP Coordination flag set to yes: Date of outage: Duration Temporary removal of of outage. NOTE: The date of primary fuse to allow Scenario 5 SSWTI / Group Metering the outage must be =>15 days to Metering work to be done allow the DNSP to manage the on a multiple dwelling NECF customer outage notification to all affected customers’ at the address
Page 77 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
11 TEMPORARY ISOLATION
11.1 Temporary Isolation Summary
The temporary isolation of premises maybe requested by a Retailer for specific purposes not related to de- energisation or re-energisation service order requests detailed in Chapters 9 and 10 respectively. Temporary isolation requests are either for metering work as introduced under Power of Choice or for miscellaneous non-electrical work.
Retailers will request temporary isolation for metering when the MP is unable to isolate the individual customer by their own means. The Retailer will raise a B2B Supply Service Works – Temporary Isolation Service Order request to the DNSP to carry out a planned interruption. The Retailer will request a separate Service Order for the MP to carry out their metering work.
Retailers will raise a B2B Miscellaneous service order request to the DNSP in response to their customer’s requirement for a temporary disconnection at their premises to carry-out non-supply work such as:
Temporary de-energisation such as line drop to work on facia board Mine shut down work where a network outage is required Drop and re-erect overhead services Pull and re-insert primary fuse
IMPORTANT: If the MP has the correct authorisation and qualifications under the Safety Act, they can remove the primary fuse.
11.2 Metering-Related Temporary Isolation
When metering work interrupts a customer’s supply, the Retailer is obligated to notify their affected customer under the regulations for a Retailer Planned Interruption (see Chapter 4.3). If other customers (not just their individual customer) are affected by the planned metering work, the Retailer shall request a Distributor Planned Interruption (see Chapter 4.2) using a Supply Service Works (SSW) - Temporary Isolation service order.
11.2.1 Retailer Requests a DNSP Planned Interruption
Typically, the need for a temporary isolation request has been detected during previous unsuccessful visit to the metering site. The most common scenario is where other customers are affected by meter work at multi- tenancy premises that does not have MILs installed. Less frequent scenarios are complex connection point that requires DNSP expertise or site requires network switching.
Page 78 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 1
Scenario DNSP MP Comment
DNSP and MP meet at Site is disconnected and Completes work or install Single visit ACS site for the 30 minute reconnected during the MILs within single visit charge appointment time first visit
DNSP and MP meet at Site is disconnected MP requires a return visit Return Visit ACS site for the 30 minute during the first visit and at an agreed time to charge appointment time reconnected during return reconnect supply visit
DNSP or MP are unable MP advises prior to DNSP advises prior to Jobs will be to attend site & advise leaving depot unable to leaving depot unable to rescheduled to a each other prior to leaving attend appointment attend appointment future agreed date the depot and time No work is performed DNSP or MP fail to No work is performed Wasted truck visit either: attend site at the attends site and MP is either: charge is applied to appointed time without no-show attends site and DNSP the party who did not adequate notice or is no-show attend site when the or did not attend site other did attend did not attend site
The SSW-Temporary Isolation requests must provide at least 15 business days10 notice between receipt of the service order and the scheduled date of the request. The service order must include service order coordination with coordinator details as well as the expected date, time, and duration of the interruption. The outage details may be updated with the MC during the scheduling of the service order. The Temporary Isolation only applies to a disconnection and reconnection within the one day and, in Queensland, the customer must be reconnected by midnight.
The DNSP will provide the distributor planned interruption notification under NERR Division 6, Section 90 to the customer or set an appointment with the MP as part of completing all Temporary Isolation Service Orders.
IMPORTANT: This is not a Retailer planned interruption notice.
10 Initial lead time set for introduction of PoC Page 79 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 2
Scenario Service Order Scheduled Service Order Service Order Customer Sub-type Date Coordination Special advice prior to Required Field: Instructions outage
Multi-Tenancy SSW >15 business Yes Not required Distributor Premises Temporary days from order Planned Isolation – receipt date Interruption Group Metering Notice
Any Premises SSW >15 business Yes “DNSP PI” Distributor Temporary days from order Planned Isolation receipt date Interruption Notice
Individual SSW >15 business Yes “Customer DNSP customer Temporary days from order Requested” appointment is requested Isolation receipt date with MP metering work
11.2.2 Service Order Coordination - DNSP and Meter Provider
To ensure the metering work is completed in a timely manner; service order coordination is required to be able to negotiate an agreed time for the work to be scheduled. The Meter Coordinator (MC) or the Meter Provider (MP) will update the expected date, time and duration of the outage required to the DNSP to carry out their planned interruption notices.
The DNSP and the MP (who will receive a separate MSW for the same affected NMI from the Retailer) are required to attend site at the same time to isolate the customers and perform metering before reconnecting supply. The DNSP and MC will negotiate an agreed time for the work to be scheduled to minimise delays or impact to the customer.
Page 80 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
11.2.3 Meter Provider – Appointment Time
The DNSP will set a 30 minute appointment to meet the Meter Provider (MP) at site. If the MP is able to install Meter Isolation Link (MILs) or complete their work; the Service Order will be completed. Where the MP indicates the anticipated outage will be greater than 30 minutes, the DNSP will plan a return visit to the site at the arranged time.
Temporary Isolation appointment times will be for a set time, such as 8:00am or 1:00pm, for the expected duration of a Meter Isolation Link (MIL) installation (within 30 minutes). Where traffic control is required, the preferred appointment time will be 10:00am, which is dependent on availability and council permits. Where the Meter Provider (MP) determines that more than 30 minutes is required to complete the work o The MP will negotiate with the DNSP to return to site at agreed time later in the day. o The Retailer should be informed that a returned visit is required and updated charges will apply.
11.2.4 Single Outage for Multiple Customers
Where a Temporary Isolation is required for multiple NMIs at a single address, the Retailer can submit a single Temporary Isolation SSW to the DNSP against one of the impacted NMIs. The DNSP requests that the Retailer include the number of NMIs and the expected duration of the work, to be included in the ‘Special Instructions’ field.
Retailers and their Meter Coordinator (MC) may utilise the temporary isolation to perform metering for one or more of their customers at the premises to reduce the cost and inconvenience of carryout out the planned interruption. The submission of one NMI at site is all that is required to create a Distributor Planned Interruption.
If the Retailer submits more than one SSW Service Order for the same address within the active date range, the DNSP will endeavour to identify these multiple service orders. Where multiple service orders are detected for the same address and scheduled date, the DNSP will contact the Metering Coordinator to determine if a single or multiple service orders are required.
11.2.5 Multi-Tenancy Planned Interruptions
For coordinated temporary isolation work, the business as usual processes to continue for planned interruption coordination for multi-tenancies. When the DNSP receives objections from residential customers it is explained the outage cannot be re-scheduled.
If it is a commercial or business customer, such as a block of shops, the DNSP will negotiate with the impacted customers to identify a suitable time for all parties to mitigate commercial losses. The DNSP will renegotiate with customers directly, and then will inform the Metering Coordinator (MC) the negotiated date and time. The DNSP will endeavour to renegotiate a date that provides a 2 week lead time.
Page 81 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
11.2.6 DNSP and Meter Provider (MP) to Attend at the Same Time
Where the DNSP and Meter Provider (MP) attend at same time process:
MP attends site at the same time as the DNSP field crew and installs a Meter Isolation Link (MIL). The DNSP then reinserts the fuse and leaves the site. DNSP Planned Interruption notice to customers only covers the stated day; any work beyond this will require a new Planned Interruption Notification. If the MP is not on site when DNSP arrives, the DNSP field crew will call the MP dispatch team. If MP confirms they will not make the appointment (or if appointment expires with no contact from the MP), the SSW will be closed as ‘Not Complete” and a wasted truck visit fee will be charged. Similarly, where the DNSP is not on site when the MP arrives, the MP can call the DNSP dispatch team to ensure the DNSP crew is booked to attend site and intending to attend. If DNSP confirms not able to attend or DNSP appointment window passes after MP attempts to contact DNSP remain unsuccessful, DNSP acknowledges that MP may return the MSW job as ‘Not Complete’.
11.2.7 Network Faults at Site
Where the DNSP arrives to site and is unable to undertake work on account of a network fault, the DNSP will determine if the fault can be rectified in the same day. If not able to be rectified in the same day, the DNSP will inform the MP and coordinate a rescheduled time for the work to occur after the network fault is due to be rectified.
11.2.8 Alternate Control Service and Fee Charges
Different Alternate Control Service (ACS) charges will be applied by the DNSP for a Temporary Isolation service order that requires a single DNSP visit to site versus a double visit to the site. Each SSW - Temporary Isolation service order will be charged as an individual job. Unfulfilled Site Visits (USV) or wasted truck visits caused by the Meter Provider (MP) will be charged to the Retailer through the standard network billing process. Where the MP informs the DNSP to reschedule prior to DNSP leaving the depot to attend the site; the service order can be rescheduled with no additional charges.
Page 82 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Each Distribution Planned Interruption carried out by the DNSP will incur an Alternate Control Service (ACS) charge. The charge may vary depending on the work scenario:
Table 2
Scenario DNSP MP Comment
DNSP and MP meet at Site is disconnected and Completes work or install Single visit ACS site for the 30 minute reconnected during the MILs within single visit charge appointment time first visit
DNSP and MP meet at Site is disconnected MP requires a return visit Return Visit ACS site for the 30 minute during the first visit and at an agreed time to charge appointment time reconnected during return reconnect supply visit
DNSP or MP are unable MP advises prior to DNSP advises prior to Jobs will be to attend site & advise leaving depot unable to leaving depot unable to rescheduled to a each other prior to leaving attend appointment attend appointment future agreed date the depot and time
DNSP or MP fail to No work is performed No work is performed Wasted truck visit attend site at the either: either: charge is applied to appointed time without attends site and MP is attends site and DNSP the party who did not adequate notice no-show is no-show attend site when the or or other did attend did not attend site did not attend site
11.3 Miscellaneous Temporary Isolation
The Retailer will raise a B2B Miscellaneous service order request in response to a customer requesting a temporary de-energisation and re-energisation of supply for reasons that may impose a safety risk (e.g. painting facia board, tree removal etc.).
Drop and Re-erect overhead services; and
Pull and re-insert primary fuse.
High Voltage Switching
This will result in a de-energisation via the pole fuse, pillar, or a Low Voltage (LV) or High Voltage (HV) service line drop.
Where a LV customer requests a temporary de-energisation and re-energisation of supply for reasons that may impose a safety risk (painting facia board etc.), a Miscellaneous Service Order Request will result in a de-energisation via the pole fuse, pillar, or a LV service line drop, the DNSP requires at least 10 business days’ notice to enable sufficient planning to take place.
For HV Major Customers such as mine sites, large shopping centres, airports etc., de-energisation at the transformer or substation would normally be initiated. For temporary isolation of sites that are high voltage and take power at 66 kV and above, the DNSP requires at least 14 business days’ notice to enable sufficient planning to take place.
Page 83 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
These service orders will include ’As Quoted’ product code. The Retailer will be advised of the charge and, after the B2B Service Order Response has been issued, the Retailer will be billed on the next Statement of Charges.
Where a service that has a charge price of ‘POA’ or Price on Application (i.e. a product code of ‘As Quoted’) is not initiated by the Retailer on behalf of the customer, the customer will be required to contact the DNSP’s Contact Centre to have the work quoted independently and be advised of the charge.
It should be noted that if a temporary de-energisation is expected to exceed 40 days, the Retailer is requested to submit a Supply Abolishment service order request. The Establish Supply B2B and associated Form A/EWR will need to be submitted for re-energisation.
Page 84 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
12 OTHER B2B SERVICE ORDERS
12.1 Supply Alterations Part of the DNSP role is to perform supply service upgrades. A supply service upgrade is requested any time work is required on the DNSP’s service line. This can include the following situations:
Overhead POA relocation - relocation of the overhead wire to an alternate position Supply upgrade - an increase in phases or load to a premise Primary fuse upgrade - replacement of fuse where the existing fuse is unable to handle the current load Change from overhead to underground.
The Meter Provider (MP) is responsible for any changes to metering at site (where an advanced meter is installed or required). The DNSP is responsible for executing work on the service line at sites where an advanced meter is installed.
As a result, any time a new meter is required or where metering work is bundled with a Supply Service Upgrade or Alterations request, the service will be split and require actioning by both the DNSP and the MP. In these instances, coordination between the DNSP, MP and EC’s activities may be required if there is an impact to the customer’s supply and will be managed by the DNSP through the existing appointment system.
The DNSPs will not perform an Supply Alteration job until:
An electrical contractor has lodged a Form A/EWR ; and A Retailer has lodged the Supply Alteration B2B service order request.
Retailer will send the correct Service Orders as requested by the Form 2/EWR details:
For alterations where an existing Type 6 meter is not being churned, the Retailer can submit SSW- Supply Alteration to DNSP with all bundled services included in the single service order. Where existing Type 6 metering is not sufficient for the work requested in the EWR, the DNSP will reject the Service Order to the Retailer nominated on the EWR, that the meter must be churned. For Type 4 metered sites, for all supply alteration work requiring both metering and network activity, the Retailer will raise the MSW to the MP, and the SSW / Supply Alteration or MSW / Install Controlled Load to the DNSP.
Page 85 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
12.1.1 Coordination Required with Meter Provider (MP) A coordinated appointment for the DNSP and MP to meet on site will be required for Type 4 sites (where there is metering impacts or changes) for the following supply upgrade or alterations scenarios: Upgrade to 3 Phase Overhead to Underground Point of Attachment Relocation. The Electrical Contractor (EC) will submit the EWR via the SI Portal and as a part of this process will advise if they are cutting over to a new switchboard.
12.1.2 No Coordination Required with a Meter Provider (MP)
The DNSP will not be required to arrange a coordinated appointment to meet the Meter Provider (MP) on site for a supply upgrade or alterations work where there is no metering impacts or changes at the premises.
The Electrical Contractor (EC) will submit the EWR via the SI Portal and as a part of this process will advise if they are cutting over to a new switchboard. For Type 6 sites, where there is no requirement to churn to a Type 4 meter, the DNSP will still be able to carry out the work required on both the supply and meter at the premises.
12.1.3 Missed Appointments
In the scenario where the MP does not attend site the same day as the DNSP, the customer will be without power until the MP attends. It is anticipated that if this situation were to occur that the DNSP would receive a Loss of Supply (LOS) report and be required to send a LOS crew to the premise to ensure the customer gets their power back on.
In this scenario if the MP is at fault a new charge code would be utilised to indicate that the call out fee should be charged to the MP, rather than the customer.
12.1.4 General Principles for Supply Alterations
The general principle for attendance at site:
The Supply Service Works (SSW) & Metering Service Works (MSW) should be raised by the Retailer simultaneously, in which case the Meter Provider (MP) and the Metering Coordinator (MC) will need to be a notified party on the SSW so that they can action the MSW on receipt of the completion advice as a notified party. If the EWR denotes that metering coordination is required, the DNSP will pass on information to the retailer to specify that a MSW service order is to be issued to the MP simultaneously to the SSW being issued to the DNSP, and will do this via ‘CoordinationRequired’ flag. If the MP misses an appointment the DNSP will bill the Retailer for a Unfulfilled Site Visit (USV).
For related work please refer to the following sections:
Chapter 8 for Establish Supply (New Connection). The full list of Excluded, Remote, Long Rural and Isolated locations and the days the DNSPs attend are attached at Annexure 3 (Energex) and 4 (Ergon Energy).
Page 86 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The installation of MEG units (including solar PV installations) is specifically covered in Chapter 18.
12.1.5 Bundled Services
Where the Supply Alteration EWR denotes bundled services, the Retailer’s file from the DNSP will contain the details of the secondary (bundled) services in the body of the file in the section titled “Additional Information about Request”. The “Reason for Request” field will only contain the primary service. Retailers must always check the “Additional Information about Request” section to understand all reasons for the request and cannot rely solely on the ‘Reason for Request’ field when determining which service orders need to be raised.
12.1.6 Controlled Load Relay Overview
Energex
The DNSP is responsible for the network relay and will attend to install the relay only. The MP is responsible for the installations of Controlled Load Metering/Tariff.
For requests to ‘add an additional appliance’ on an existing controlled load; Energex field crews will still action this work.
It is important to note under Power of Choice:
The DNSP is only responsible for installing the relay on the switchboard and connecting to the Meter Isolation Link (MIL)
The MP is responsible for the installation of a new meter and configuring the controlled load tariff
The MP is responsible for removing any temporary wiring the EC may have installed
It should be noted that the network relay installation is independent of the metering requirements, and does not need to be coordinated with the MP. The DNSP is only responsible for installing the relay on the switchboard and connecting to the MIL. The MP is responsible for the wiring of the external relay into the meter.
Ergon Energy
With a request to install a Controlled Load relay there are some changes to the work actioned by Ergon Energy field crew dependent on the metering at the premise;
Compatible Meter - Where the existing metering on site is recognised as compatible; Ergon Energy field crews will continue their BAU practise. The MSW Install Controlled Load Service Order for a Controlled Load installation will be issued to the field crews who will reprogram the metering on site. The field work remarks should indicate a full meter re-program is required, as well as the installation of the network relay.
Page 87 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Incompatible Meter - Where the metering on site is recognised as incompatible, Ergon Energy field crews will not be able to attend as the DNSP to install the Controlled Load Metering/Tariff. This is due to a change of metering being required to support the installation. However, as the network relay is still the responsibility of the DNSP an Ergon Energy field crew will still be required to attend site for this installation. The MSW Install Controlled Load Service Order will be issued and the field work remarks will indicate that only a network relay is required to be installed.
Non-Ripple Areas - In non-ripple areas (i.e. remote locations with no connectivity), Ergon Energy will continue to install Time Switch Relays.
IMPORTANT: Please refer to Annexure 10 for the QECMM Controlled Load Wiring Diagram
IMPORTANT: Please refer to Annexure 11 for the Notification of Metering Works (NOMW) for Controlled Load where the dual element meter is remaining as a relay
12.1.7 Controlled Load Relay Installation
To reduce unnecessary truck visits, the DNSP will preferably go to site before the Meter Provider (MP) and will connect the Controlled Load relay to the Meter Isolation Link (MIL). The DNSP will not connect from the Controlled Load relay to the meter.
Please ensure the required proposed tariff is in the SSW Supply Alteration along with the EWR Reference number.
Table 1
Scenario 1.1: Supply Alteration with Install Controlled Load - New Meter after Churn
Retailer/MC DNSP Meter Provider (MP)
Issue SSW - Supply Alteration Perform supply work and install Install meter and connect to to DNSP (with EWR reference) controlled load (as specified in controlled load and re-seal the EWR) scheduled before device after DNSP connects Issue MSW Exchange Meter metering work. supply. or Issue MSW Install Meter Completion will be sent to Update metering details in notified parties. MSATS.
Page 88 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 2
Scenario 1.2: Supply Alteration with Install Controlled Load - Existing Type 4 Meter
Retailer/MC DNSP Meter Provider (MP)
Issue SSW-Supply Alteration to Perform supply work and install Connect meter to Controlled DNSP (with EWR reference) controlled load (as specified in Load and re-seal relay. the EWR) scheduled before Reconfigure meter to the Issue MSW - Meter metering work. required tariff. Reconfiguration to MP Completion will be sent to Update the tariff in MSATS. notified parties.
Table 3
Scenario 1.3: Supply Alteration with Install Controlled Load - Type 6 Meter not Churning
Retailer/MC DNSP Meter Provider (MP)
Issue SSW - Supply Alteration Perform supply work and install to DNSP (with EWR reference) controlled load (as specified in the EWR) before reconfiguring Not required existing Type 6 meter as required.
Update the network tariff in MSATS.
12.1.8 Controlled Load Relay Installation – Solar
The Retailer sends a MSW Install Control Load Service Order request to the DNSP. The Retailer will also send a MSW Exchange Meter Service Order will be sent to the Meter Provider (MP) with the mandatory Proposed Tariff for solar (from the Form A/EWR).
Table 4
Scenario 2.1: Supply Alteration for Solar with Install Controlled Load - New Meter after Churn
Retailer/MC DNSP Meter Provider (MP)
Issue MSW - Install Controlled Perform install Control Load Install meter and connect to Load to DNSP (with EWR preferably scheduled before Controlled Load and re-seal reference) metering work. relay.
Issue MSW - Install Meter or Completion will be sent to Update metering details in Issue MSW - Exchange Meter notified parties. MSATS.
Page 89 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 5
Scenario 2.2: Supply Alteration for Solar with Install Controlled Load - Existing Type 4 Meter
Retailer/MC DNSP Meter Provider (MP)
Issue MSW - Install Controlled Perform install Control Load Connect meter to Controlled Load to DNSP (with EWR preferably scheduled before Load and re-seal relay. reference) metering work. Reconfigure meter to the required tariffs. Issue MSW - Meter Completion will be sent to Reconfiguration to MP notified parties. Update the tariffs in MSATS.
Table 6
Scenario 2.3: Supply Alteration for Solar with Install Controlled Load - Type 6 Meter (Not Churning)
Retailer/MC DNSP Meter Provider (MP)
Issue MSW – Meter Install Control Load, connect to Reconfiguration (for Solar) meter, and reconfigure Type 6 meter as required (including Not required Issue MSW - Install Controlled Solar) Load (with EWR reference) Update the network tariffs in MSATS.
12.1.9 Controlled Load Relay Installation – Hot Water Only
Where the EWR is for a hot water meter and relay only to be installed at a customer’s premises, please ensure the sub-type ‘Install Controlled Load’ is submitted by the Retailer rather than the sub-type Supply Alteration SSW Service Order. The DNSP will only install the Controlled Load relay and will not inspect the meter installation and reconfigured tariff by the MP.
Table 7
Scenario 3: Hot Water ONLY with Install Controlled Load
Retailer/MC DNSP Meter Provider (MP)
Issue MSW – Install Controlled Perform supply work and install Install meter and connect to Load to DNSP (with EWR controlled load (as specified in controlled load and re-seal reference) the EWR) scheduled before device after DNSP connects metering work. supply. Issue MSW Install Meter or Issue MSW Exchange Meter Completion will be sent to Update metering details in notified parties. MSATS.
Page 90 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
12.1.10 Controlled Load Relay Reconfiguration
For requests on a Type 6 metered site to ‘Reconfigure a Tariff’ (i.e. T31/VN is installed and customer would like to change to T33/VC); both DNSP field crews will still action this work.
For requests on a Type 4 metered site to ‘Reconfigure a Tariff’ (i.e. T31/VN is installed and customer would like to change to T33/VC); both DNSP field crews will still action this work.
Table 8
Scenario 4: Tariff Change for Controlled Load - All Meter Types
Retailer/MC DNSP Meter Provider (MP)
DNSP will review the proposed tariff and if agrees will perform the tariff change. For controlled load, the network relay may Issue SSW Tariff Change require a physical visit prior to Not required applying the proposed tariff.
Update the network tariff in MSATS.
Otherwise, the service order will be Not Completed with reason code of "Tariff Change Not Approved".
12.1.11 Controlled Load Relay - Meter Churn with Relay Remaining
The meter churn which includes a controlled load can be complex depending on the type of meter that is being replaced by the Type 4 meter and whether the meter on site requires an external relay or is a dual element meter with a compatible relay that can be reconfigured for Controlled Load.
Depending on the type of metering at the property, and at times the size of the customer’s switchboard, the Meter Provider (MP) may need to pick up an external Relay from a DNSP Depot prior to attending the property. The MP will most probably need to review the current type of metering at the property, or speak directly with the Electrical Contractor (EC) listed on the EWR, to investigate the requirements at the property.
Generally, a DNSP is first aware of a meter churn when a Retailer lodges a CR68XX to change the market participant roles of MDP, MPB, MPC and even the MC. The CR68XX is a single transaction to update multiple roles and prior to Power of Choice (PoC) could only be raised by the current Retailer, however post PoC, the current MC may also raise CR68XXs.
The MP will create the CR30XX transaction to update the metering changes to the market.
The DNSP will create the CR31XX transaction to update the tariff changes to the market.
There are market transactions (CRs) for a meter churn:
Page 91 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The Retailer or MC raises a CR68XX
The MP raises a CR3051 or Type 4 Install & Type 6/4 Removal
The MP raises a NOMW with relay and channel information
The DNSP raises a CR3101 to update the Controlled Load Tariff to the meter’s channel
Table 9
Scenario 5.1: Meter Churn with Controlled Load Relay Remaining - Return Meter to DNSP Depot
Retailer/MC DNSP Meter Provider (MP)
Issue CR68XX for Change Receive completed CR68XX Install meter Multiple Roles - MC, MDP, and CR30XX MPC, MPB Update metering details and Receive NOMW Tariffs in MSATS Issue MSW Exchange Meter or Issue MSW Install Meter Send a NOMW with the Relay and channel data
Table 10
Scenario 5.2: Meter Churn with Controlled Load Relay Remaining - Dual Element Meter with Internal Relay
Retailer/MC DNSP Meter Provider (MP)
Issue CR68XX for Change Receive completed CR68XX Install meter Multiple Roles - MC, MDP, and CR30XX MPC, MPB Update metering details and Receive NOMW Tariffs in MSATS Issue MSW Exchange Meter or Issue MSW Install Meter Send a NOMW with the existing Type 6 asset data as the Relay and channel data
IMPORTANT: Please refer to Annexure 11 for the Notification of Metering Works (NOMW) for Controlled Load where the dual element meter is remaining as a relay. Please note the relay data that we require, which is highlighted in yellow.
Page 92 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 11
Scenario 5.3: Meter Churn with Controlled Load Relay Remaining - Dual Element Meter with Internal Relay Cannot be Retained
Retailer/MC DNSP Meter Provider (MP)
Issue CR68XX for Change Provide Control Load Relay Collect Control Load Relay from Multiple Roles - MC, MDP, from DNSP Depot DNSP Depot MPC, MPB Receive completed CR68XX Remove Type 6 Dual Element Issue MSW Exchange Meter or and CR30XX Meter with Internal Relay Issue MSW Install Meter Receive NOMW Install Control Load Relay
Install Type 4 meter
Update metering details and Tariffs in MSATS
Send a NOMW with the Relay and channel data
12.1.12 Controlled Load Relay Removal
There are multiple reasons for a Controlled Load relay to be removed however the most common is when the customer has converted from an electric hot water system to a gas or solar hot water. The benefit of removing the Controlled Load channel after the conversion is that the customer will not be charged the daily charges.
When a customer requests the Controlled Load relay be removed, the Retailer will need to submit a Metering Service Works (MSW) Remove Meter Service Order.
When a Meter Provider (MP) removes a DNSP meter or relay, the MP will be required to return the DNSP relay or meter to an agreed location as per the Interim Protocols.
Table 12
Scenario 6.1: Supply Alteration to Remove Controlled Load - New Meter after Churn
Retailer/MC DNSP Meter Provider (MP)
Issue SSW - Supply Alteration Perform removal of Controlled Install meter after DNSP to DNSP (with EWR reference) Load (as specified in the EWR) removes controlled load. before new meter is installed. Issue MSW Install Meter or Update metering details in Issue MSW Exchange Meter Completion will be sent to MSATS. notified parties.
Page 93 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 13
Scenario 6.2: Supply Alteration to Remove Controlled Load – Existing Type 4
Retailer/MC DNSP Meter Provider (MP)
Issue SSW - Supply Alteration Perform removal of Controlled Connect Control Load Relay to DNSP (with EWR reference) Load (as specified in the EWR) and reseal meter. before reconfiguring the meter. Install MSW - Meter Reconfigure meter to the Reconfiguration Completion will be sent to required tariff. notified parties. Update the tariff in MSATS.
Table 14
Scenario 6.3: Supply Alteration to Remove Controlled Load – Type 6 Meter (Not Churning)
Retailer/MC DNSP Meter Provider (MP)
Issue SSW - Supply Alteration Perform removal of Control to DNSP (with EWR reference) Load, and reconfigure Type 6 meter (as specified in the EWR) Not required
Update the network tariffs in MSATS
SOLAR:
Table 15
Scenario 7.1: Supply Alteration for installation of Solar and Removing Controlled Load – New Meter After Churn
Retailer/MC DNSP Meter Provider (MP)
Issue MSW - Install Meter or Perform removal of Control Install meter Issue MSW - Exchange Meter Load before new meter is installed. Update metering details in MSATS. Completion will be sent to notified parties.
Page 94 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 16
Scenario 7.2: Supply Alteration for installation of Solar and Removing Controlled Load – Existing Type 4
Retailer/MC DNSP Meter Provider (MP)
Issue MSW - Meter Perform removal of the Control Reconfigure meter to the Reconfiguration to MP Load before new meter is required tariffs. installed. Update the tariffs in MSATS. Completion will be sent to notified parties.
Table 17
Scenario 7.3: Supply Alteration for installation of Solar and Removing Controlled Load – Type 6 Meter (Not Churning)
Retailer/MC DNSP Meter Provider (MP)
Issue MSW – Meter Perform removal of Control Reconfiguration (for Solar) Load, and reconfigure Type 6 meter as required (including Not required Solar)
Update the network tariffs in MSATS.
12.2 Supply Abolishment
For a Supply Abolishment site, the Retailer can submit MSW Remove Meter until the last Type 4 is ready for removal. It is the DNSP’s expectation that a MSW Remove Meter is issued to the MP along with the SSW Supply Abolishment to the DNSP for the service removal.
The DNSP will not remove Type 4 meters as part of the Supply Abolishment process. The DNSP will continue to remove the supply service line, however will only take Type 6 meters back to the depot and Type 4 meters will be left on site for the Meter Provider (MP) to collect. The network supply must be abolished prior to the meter being removed for safety reasons. The Retailer must not issue a Remove Meter Service Order without an accompanying Supply Service Works (SSW) / Supply Abolishment.
To facilitate prompt recovery of MP meters, the DNSP will endeavour to complete abolishment requests in the morning of the scheduled date of completion. This will allow the MP to attend in the afternoon to retrieve their meters. Where possible, the DNSP will notify the MP of the scheduled date via an email, however this may not always be possible.
For Supply Abolishment service order requests, the following information is required in the Service Order request, the:
Page 95 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
name and contact number for the person responsible for the demolition; meter numbers onsite – the DNSP crews use this as confirmation correct supply is being abolished; and the scheduled date for demolition/building removal.
Where the requested details are not included in a Supply Abolishment B2B service order request, the DNSPs will send a ‘Not Complete’ service order response requesting additional information must be provided. This will cause a delay in the completion of the abolishment.
Please ensure that customers are aware of the timeframes regarding completion of Supply Abolishment Service Orders, which is 20 business days from receipt of a valid service order request for a CBD or urban feeder or as referenced Feeder types for Ergon Energy.
The DNSP expect that the MP will complete the Final NRUR Read on a Type 4 meter upon receipt of the SSW-Supply Abolishment as a Notified Party. Where the meter is COMMs disabled, the DNSP expects the Retailer to submit either a Special Read request to the MP or put a special instruction in the MSW - Remove Meter with a date to take the final read (e.g. date prior to SSW Supply Abolishment scheduled date).
The following sticker (Ergon Energy example) will be placed on site:
All charges associated with the Supply Abolishment will be issued to the requesting Retailer on the Statement of Charges. If there is a situation where multiple services are abolished at the one connection point, a revised charge will be applied to the job.
12.2.1 Different Scenarios for Supply Abolishment There will be mixed types of Supply Abolishment scenarios that the DNSP will need to manage: Type 6 Meters at a Single or Multi-Dwelling – DNSP will continue to perform the removal of the service and meters from the premises. Type 4 Meters at a Single or Multi-Dwelling – DNSP will only perform the removal of the service and will leave the Type 4 meters on site for the MP to collect. Combination of Type 6 and Type 4 meters at a Multi-Dwelling – DNSP will perform the removal of the service and the Type 6 meters and will leave the Type 4 meters on site for the MP to collect. Multi-Dwelling, Partial Abolishment Request (Type 4 metering) - The DNSP field crew will not be required to attend site and the office will handle the abolishment request.
Page 96 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
12.2.2 NMI Status Published to the Market
The NMI Status will remain as ‘De-Energised’ for Type 4 sites until the MP has published the completion of the MSW Service Order for the meter removal (and final reads), and then the NMI will be updated to ‘Extinct’. However if a single meter only is being removed from a multiple site connection and the connection to the network remains, such as an abolishment of one NMI at a block of shops, then that NMI will be updated to ‘Extinct’.
In an emergency, when Supply Abolishment is performed by the DNSP, the Retailer will be notified that the NMI has been abolished through the market (CR5051 - NMI now extinct) and the MP is to remove meter.
12.2.3 New Desktop Abolishment Process
There will be a new Desktop Abolishment process for multi-dwelling premised with Type 4 meters where a customer wishes to partially abolish the supply. This will involve only office staff and DNSP field crews will not be required to attend site.
This will occur in a partial abolishment scenario if the shop/s or unit/s requiring abolishment have Type 4 meters, and the service must remain to supply other NMIs onsite. The service order PTJ will be transitioned to a ‘Desktop Abolishment’ status in PEACE and the office staff will manage the abolishment request.
12.2.4 Expedited Supply Abolishment B2Bs
Should a Retailer wish to request an Expedited Supply Abolishment, the request should be forwarded to the DNSP’s Existing Connections contacts in the ROCL. Please note that an After Hours fee will apply if the DNSP is able to expedite the Supply Abolishment i.e. perform the work within a shorter time frame than that indicated in the Electricity Distribution Network Code.
12.2.5 Unmetered Supply and Supply Abolishment B2Bs
For Unmetered Supply, not including Rate 1 and Rate 2 street lighting, customers should complete and provide to their Retailer Form 1345 for on-forwarding to the DNSP’s Unmetered Supply contacts in the ROCL.
12.2.6 Demolition Already Completed Prior to Supply Abolishment Received
Where the DNSPs identify that a connection point has been abolished (demolished) without the DNSP’s involvement, the DNSP will request the current Retailer send through a Supply Abolishment B2B service order. The DNSP will provide the Retailer with a Network Supply Abolishment Form which will contain relevant information to enable the Retailer to send the Supply Abolishment service order request. The DNSPs will then remove the Type 6 meters and abolish the connection point. The DNSP will update the NMI to Extinct ‘X’ record in accordance with MSATS Procedures. The notification to the Retailer that the connection point has been abolished will be by way of a Change Request notice through MSATS.
Page 97 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
12.3 Meter Investigations
Retailers may raise B2B Meter Service Work - Meter Investigation Service Order requests as either an Inspection or Meter Test depending on the nature of the enquiry. The DNSPs request that a Special Read B2B with a sub-type of ‘Check Read’, be raised for any long term access issues that have led to estimated meter readings.
Where a customer has a high consumption query, Retailers should:
First discuss with the customer changes in their use of electricity such as the installation of new appliances, use of air-conditioning and heating, installation of solar PV (note that if a Micro Embedded Generating Unit (e.g. solar PV) is turned on before the DNSP has attended the premises to upgrade the metering, it is possible that any generation will be recorded as consumption) etc.; If the customer does not believe that this is the cause of their high consumption, raise a Special Read service order request with a sub-type of ‘Check Read’; On completion of the above service order, if further escalation is still required, raise a Meter Investigation B2B service order request.
Details of the work performed for each sub-type, including whether an outage is required, appears below:
Table 1
Type Inspect Test Premises standing data verified, Accuracy of the meter i.e. the premises address, meter registration will be verified. and NMI relationship. Retailers are to include the meter What service will be Meter readings taken. number that requires testing. If all performed? Check for faulty metering meter numbers are included, but only The DNSP will not enter the dwelling to 1 reading is being disputed, the perform any checks or audits on supply interruption period will be appliances. longer than is necessary. Yes. Yes. Outage required? Retailer to notify customer that supply will Retailer to notify customer that need to be interrupted. supply will need to be interrupted. Yes. Yes. Customer consultation Customer's name and contact number Customer's name and contact required? should be provided in the request. The number should be provided in the DNSP will contact the customer and request. make an all-day appointment. Details of customer’s enquiry would Special instructions Details of customer’s enquiry are be useful. If the enquiry is due to an required? essential, e.g. ‘customer suspects Energy Ombudsman complaint or transposed metering’. referral, please include the Ombudsman's reference number in the special instructions.
Page 98 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
If a meter fault or issue is detected at the Type 6 metered site, the DNSP will raise an MFN with the appropriate reason and send the One Way Notification to the Retailer for their action. If the reason code of “Theft/Tampering” is submitted, the DNSP may also take additional action/service as part of their Revenue Protection Unit (RPU) responsibilities.
12.3.1 Meter Theft/Tampering Identified by the Meter Provider (MP)
Where there is evidence of theft or tampering with a meter at a premise, the DNSP request the MP raise an MFN with the appropriate reason and send the One Way Notification to the Retailer and the Form 1170 (Annexure 7) to be completed and returned to the DNSP for their action. If the reason code of “Theft/Tampering” is submitted, the DNSP may also take additional action/service as part of their Revenue Protection Unit (RPU) responsibilities.
Please refer to the ROCL for the Revenue Protection Unit Contacts.
12.4 Special Reads
When raising Special Read Service Order requests on Type 6 meters, it is important that the correct sub- type be utilised as follows:
Table 2
Type of Special Read Sub-Type Final Read – to enable the current retailer to finalise a Final read customer’s electricity account Check Read – to check that the meter readings are Check read correct Transfer Read – a winning Retailer will submit this to Leave sub-type “blank” enable a transfer
Where a Retailer uses a blank sub-type, which as per the above table indicates that a Transfer Read is required, the DNSPs will check whether the Retailer requesting the Special Read is the current Retailer, or a prospective Retailer. This is because the current Retailer would have no reason for a Transfer Read. Where a prospective Retailer uses a blank sub-type, the read will be treated as a Transfer Read.
Where the current Retailer uses a blank sub-type, the read will be treated as a Check Read, and the product code appropriate for each DNSP:
Energex: ‘SRCR’
Ergon Energy: The feeder class ‘SPMTRRDU, SPMTRRDS, SPMTRRDL or SPMTRRDI’ will be applied.
The full list of Excluded, Remote and Feeder types and the days that the DNSPs will attend those locations are attached at Annexure 3. The Retailer will need to ensure any appointments that are required align to the days the DNSPs attend those locations and include the start time of the appointment window in the Special Instructions.
Page 99 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
12.5 Metering Service Works (MSW) Meter Reconfiguration and Supply Service Works (SSW) Tariff Change
Retailers are required to provide proposed tariff11 for both Meter Service Works – Meter Reconfiguration and Supply Service Works – Tariff Change service order requests. Also proposed tariff are to be included when submitting Meter Service Works Install Meter and Exchange Meter service order requests.
The Retailer will interpret the EWR/Form A with a requested tariff and initiate appropriate B2B service order requests. As well as processing the EWR/Form A for supply connection or alteration, the DNSP will also process the Retailer’s requested service order.
Retailers are able to request multiple proposed tariffs and should input the primary tariff for their request in the first proposed tariff field in the service order with any other required tariffs in the repeat filed in the service order.
Where Retailers include important additional information in the 'SpecialInstructions' field, the Retailer must also check the 'Customeronsult' flag in order to ensure the special instructions are reviewed by the DNSP prior to dispatching.
Meter reconfigurations will normally be performed during operating hours. If it is necessary to have work performed outside of normal operating hours, arrangements will need to be agreed with the DNSPs and additional after hours charges will apply.
The DNSP on finding that tariff is not approved or that the installed meter is unable to support the Retailer proposed tariff will complete the service order as “Not Completed” with an appropriate error message. The MP will include the proposed tariff as advised by the retailer in their update of metering installation details (CR30xx). In response, the DNSP will update the network tariff in the MSATS (CR3100)
12.6 Non-Business Days
For the purpose of completing service orders within required timeframes, business days exclude:
Saturday; Sunday; Queensland-wide public holidays; and Local holidays (e.g. show holidays).
A complete list of holidays, including both Queensland-wide public holidays and local holidays can be found at: Queensland Gazetted Holidays (http://www.justice.qld.gov.au/fair-and-safe-work/industrial- relations/public-holidays).
Retailers should use reasonable endeavours to manage service order requests that would otherwise be raised for completion on these Gazetted Holidays.
11 Allowed values are the Network’s Tariff Code as approved by the Regulator and recorded in MSATS at the Meter register ID level. Page 100 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
12.7 Appointments (For Type 6 Meters)
The DNSP may set customer appointments for the following service order scenarios:: Energex provide a 5 hour appointment timeframe for all customer Ergon Energy provide: o 4 hour appointment timeframe for Urban feeder class locations o all-day appointment (8am to 5pm) for all other feeder class locations
The following table outlines the situations when customer appointments will be applicable:
Table 3
Type of service Appointment Who arranges? Information required on B2B order required
The start time of the appointment window nominated in ‘Special Instructions’ field in the following format: For an appointment commencing 08:00am - #0800# For an appointment commencing 09:00am - #0900# Re-En requiring Yes Retailer etc. a Visual Safety No other information is required Inspection (VSI) Appointment start time to always be entered first in the Special Instructions
‘Customer Consultation Required’ field is marked ‘Yes’; and Meter Yes DNSP customer’s contact details; and investigation: ‘Special Instructions’ field outlines valid reason why Meter Test meter test is required
Start time of the appointment window nominated in ‘Special Instructions’ field in the following format: For an appointment commencing 08:00am - #0800# For an appointment commencing 09:00am - #0900# Special Read Only if there are Retailer etc. genuine access Information regarding Hazards and Access in the issues appropriate fields Appointment start time to always be entered first in the Special Instructions
All other service Only if there are ‘Customer Consultation Required’ field is marked orders (including genuine access ‘Yes’; and De- issues DNSP customer’s contact details; and Energisations) ‘Special Instructions’ field outlines valid reason why customer contact is required.
Page 101 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The ‘CustomerConsultationRequired’ field should not be completed if the customer is happy for the work to be performed anytime during the standard timeframe. Where an appointment is necessary due to genuine access issues:
Retailers must flag ‘Yes’ in the ‘CustomerConsultationRequired’ field otherwise the DNSP systems will not recognise that an appointment is required. The customer’s contact details must also be provided to enable the DNSPs to contact the customer. a valid reason for why the customer needs to be contacted is not provided in the ‘SpecialInstructions’ field and/or the ‘Hazard’ and ‘Access’ fields o if not valid, the DNSP will not contact the customer, for example; ‘Refer Form B/EWR’ or ‘Please contact customer’ are not considered valid reasons
Retailers are to provide this information in the ‘HazardDescription’ field of the B2B service order request, not in the ‘Special Instructions’ field where there are known hazards at the premises where work is being requested. The ‘Special Instructions’ field should be used only to provide information about why a customer needs to be contacted for an appointment, or where the information cannot be provided in another specific field of the B2B service order request.
If Retailers do not complete the relevant fields to indicate that an appointment is necessary, or that hazards exist at the premises, and the job is unable to be completed when we attend the site, the DNSP may charge an Unfulfilled Site Visit (USV) fee.
12.7.1 Access Matrix
An Access Matrix has been created that outlines the elements of the customer’s installation to which the DNSP requires access in order to complete each B2B job is available in Annexures 5 and 6 . Appointments for ‘access’ reasons should only be made where access is in fact restricted to an element of the customer’s installation that the DNSP must have access to for that particular job type.
12.7.2 Feeder Types – Ergon Energy ONLY
Ergon Energy has six feeder types through which a customer’s premises may be supplied. Four of these feeder types are classified in accordance with the definitions contained in the EDNC. The remaining two feeder types are used for internal Ergon Energy processes.
The obligated timeframes for Ergon Energy’s service activities vary depending on the feeder type and actual target time will vary by proximity to a depot, local workloads and local holidays. The feeder type will be populated in MSATS in the Feeder Class and the codes used in this field are as follows:
ERGUR - Urban Feeder ERGSR - Short Rural Feeder ERGLR - Long Rural Feeder ERGIS - Isolated Feeder ERGTR - Transmission Feeder ERGUD - Undefined Feeder
Page 102 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
13 NETWORK CHARGES
13.1 Charges for Customer Initiated Work
Where the DNSPs apply a fee to customer-initiated work not requested via their Retailer, and bills that fee via the network bill to the customer’s Retailer, the following protocol will apply to ensure disputes do not arise (as a result of the Retailer not having raised the service order):
DNSP will send a standard format email notification to the Retailer outlining the work performed at the customer’s request DNSP will use reasonable endeavours to send the email to the Retailer within one business day of the work being completed An email will only be sent if there is a charge levied DNSP will not require acknowledgement from the Retailer of receipt of the email In all cases, the customer will be advised by the DNSP that a fee applies to the service prior to the service being performed.
If the Retailer has a concern about the charge, it should be disputed in the same manner as other charges that appear on the network bill.
The standard format email notification will include fields similar to those used in a B2B Service Order Response notification.
Page 103 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 1
Details Sample data
NMI and NMI Checksum QAAA1234567
Service order address 2 Jessica Street, Mackay 4740
Customer name Joe Public
Contact telephone number 07 4900 0000
Ergon Energy request ID AAA
Product Code 1 xxx
Product Code 2 yyy
Product Code 3 zzz
Description of work Replace primary fuse
Customer contact date & time 01.12.17 12.45
Work completion date & time 01.12.17 17.30
Total charge (GST-exclusive) $100.00
Third visit to customer's premises. Customer Notes advised charge may apply.
Page 104 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
13.1.1 Service Billed Direct to the Customer
There are a number of services that will be provided by the DNSPs to customers and other third parties for which the recipient of the service will be billed directly, rather than through their Retailer’s Statement of Charges. These are non-standard requests that are not part of the normal B2B Service Order Types. These include but are not exclusive to:
capital contributions subdivision plan reviews and audits covering low voltage mains equipment hire calibration services
If a Retailer receives an enquiry regarding the above services, or any services in the price list, which are able to be initiated by a customer; they should direct the customer to contact the DNSP as per contact details outlined in this document.
13.2 Call Out Fees – Wasted Truck Visits
A call out fee will apply when the DNSP attends site for a B2B or other Alternative Control Service, and the DNSP is unable to complete the work due to customer or Retailer fault. Call out fees are designed to recover the cost of wasted attendance.
Some Examples:
Customer or Retailer cancels the service order after the truck has left the depot but before the service order is completed Crew is unable to access site to perform the service order (e.g. a dangerous dog or a locked gate); or Customer has submitted an EWR/Form A and the Retailer has submitted a B2B service order request, however the installation is not ready on arrival at the site.
The charges that will be applied will depend on the B2B service requested and may be levied on a fixed fee or quoted basis.
Page 105 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
14 NETWORK BILLING
14.1 Fixed Charges
Fixed charges are applied on a daily basis. The daily fixed charges applicable to each tariff, as published in the DNSP’s Tariff Schedule, will be multiplied by the number of days in the billing period to determine the fixed charge components of the network bill.
Where a Retailer wins a new customer, fixed charges will apply on and from the day of transfer. The old Retailer will be billed fixed charges up to midnight on the night prior to the transfer. Similarly, if there is a change in Network Tariff Code (NTC), the change will be deemed to take effect from 00.00 on the date of change.
Examples of the application of fixed charges are as follows:
If a customer’s scheduled reads occur on 20 July 2017 and 20 October 2017, the network bill will show the Bill Period Start Date as 20 July 2017 and the Bill Period End Date as 19 October 2017. The fixed charges will be applied inclusive of the Bill Period Start Date and up to and inclusive of the Bill Period End Date.
If the customer had another actual read on 11 August 2017 (e.g. as a result of a service order) and transferred on that date, the Bill Period Start Date and End Date for the losing Retailer would be 20 July 2017 and 10 August 2017 respectively. The Bill Period Start and End Date for the winning Retailer would be 11 August 2017 and 19 October 2017 respectively. The fixed charges will be applied inclusive of the Bill Period Start Date and up to and inclusive of the Bill Period End Date.
14.2 Volume Charges – Tariff 8800/Option 3 or Tariff 37 (Energex Only)
Volume charges will be based on meter data provided by the MDP and are based on either anytime consumption, or time of use, depending on the network tariff and meter configuration. It is possible that peak, shoulder and off-peak registers will be read even if the tariff does not require this information.
For existing customers on NTC 8800 with ToU Option 3:
the higher priced period runs from 4.30pm – 10.30pm and applies to the Off-Peak Register in MSATS the lower priced period runs from 10.30pm – 4.30pm and applies to the Peak Register in MSATS.
Because the lower priced period runs for the majority of the day, it is set up as the Peak register in MSATS. Similarly, the higher priced period is set up as the Off-Peak register.
If a Retailer has customers with this Network Tariff with ToU Option 3, please be aware that the Peak register needs to be mapped to the cheaper rate, and the Off-Peak register mapped to the more expensive rate.
Retailers will need to contact Energex to confirm if the NMIs are configured in this way, as there is no separate Network Tariff for ToU Option 3.
Page 106 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
14.3 Demand Charges – Energex Only
Where a customer has a demand charge as part of their network tariff, the DNSPs will apply arithmetic demand to perform the calculation. The DNSPs do not currently ratchet demand.
Where the billing period between meter reading dates is less than 28 days or greater than 32 days, the demand for the period will be pro-rated. The pro-ration calculation formula is as follows:
Recorded maximum demand x Number of days in period ______30
For example, if the billing period is 19 days, and the maximum demand recorded during those 19 days is 321kW/kVA, the calculation would be as follows:
321kW/kVA x 19 days = 203.3kW/kVA Chargeable Demand
______
30 The kVA calculated for any kVA based demand charge is the maximum kVA for the period, based on aggregation of 30 minute data and is the maximum concurrent kVA across all meters at a NMI. This is the maximum kVA registered over the period regardless of whether this coincides with maximum kW or not.
The calculation excludes any leading kVArh data recorded on the meter (i.e. K channel consumption is not used in the calculation).
The calculation formula for a two meter NMI would be:
√ (export wh meter 1 + export wh meter 2)² + (export varh meter 1 + export varh meter 2)²
14.3.1 Generation Sites
When a generator is generating and also absorbing vars, this is reflected in the meter data as Export kvar Q channel and can result in higher than expected monthly kVA figures.
The problem arises where the generator is required to operate within stringent technical parameters to maintain correct network voltage levels as agreed with the DNSP. In some cases, during normal operation, the generator may sink reactive power (that is absorbing vars) from the network. This is done to reduce excessively high voltages that otherwise may be experienced when the generator is providing power to the network.
To overcome this issue, the DNSP will ignore (i.e. zero out) the Q channel (export kvar) in any 30minute interval where generation is recorded on the B channel (import kWh) prior to calculating the maximum kVA recorded for a billing period. This change was effective 1st July 2013.
A list of impacted NMIs is available from the DNSPs but includes all customers on Network Tariff 3000 and customers on Network Tariff 2000, 2500 and 3500 as at 30/06/2015, which have been re-allocated to Network Tariff 1000 from 01/7/2015. New generation sites may also be impacted.
Page 107 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Retailers will also be required to apply this methodology.
14.4 Aggregation of Consumption Data for SMALL NMIs – Ergon Energy only
Network tariffs are applied at an aggregated Data Stream level for SMALL NMIs for the calculation of both Distribution Use of System Charges (DUoS) and Transmission Use of System Charges (TUoS).
For example:
A NMI is assigned the default Inclining Block Tariff (IBT) general supply tariff of, e.g. EBIB (East, Business Inclining Block Tariff) and the controlled load tariff of EVN (East, Volume, Night). The EBIB and EVN Network Tariff Codes (NTC) both have a fixed charge and an energy charge.
The NMI has three meters: o two meters record consumption for NTC EBIB (meter # 12345678 and 87654321); and o one meter records consumption for NTC EVN (meter # 34567812).
Consumption recorded at SMALL NMI 3099999999:
Table 1 Consumption Meter Number Network Tariff Code (kWh) Supply Type 12345678 EBIB 1020 General Supply 87654321 EBIB 890 General Supply 1910 Total kWhs 34567812 EVN 550 Controlled Load Supply
In this example, the Network Billing system would:
Aggregate the consumption of meter numbers 12345678 and 87654321 to determine total consumption for NTC EBIB of 1910 kWhs. It will then apply one fixed charge and the energy charge to 1910 kWhs split over the relevant consumption blocks; Present a single line item for the fixed charge and a single line item for the block energy charge/s on the Statement of Charges; and Similarly itemise the charges for EVN and have one line item for the fixed component and one line item for the energy component.
There will be no aggregation of Type 6 metering data that spans different Network Tariff Codes or rates.
Page 108 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
14.5 Aggregation of Interval Data for LARGE NMIs (not including Individually Calculated Customers (ICC)) – Ergon Energy only
Network tariffs are applied at an aggregated data stream level for LARGE NMIs.
A NMI is classified as LARGE and is assigned an appropriate Network Tariff Code (for SAC LARGE premises). The network tariff structure for these Network Tariff Codes can attract different types of charges and reference should be made to the Ergon Energy Network Tariff Guide located at www.ergon.com.au/network/network-management/network-pricing/network-tariffs
Assuming the NMI has three meters, calculation of DUoS and TUoS uses aggregation as follows:
The total consumption measured by all meters is aggregated and used to calculate the volume charge; and
The highest co-incident demand (kW/kVA) across all intervals for the month is used to calculate the demand and capacity charges (as appropriate). This approach is used for both DUoS and TUoS.
A single line item will be presented on the Statement of Charges for each charge for each NMI.
There will be no aggregation of interval metering data that spans different Network Tariff Codes, rates.
14.6 Using Calculated Demand Where Demand Metering is not Installed for SAC Large Customers – Ergon Energy Only
In limited circumstances, it may not be possible for SAC Large customers to have the necessary demand metering installed. Where SAC large customers have a demand based network tariff assigned and it is not feasible (from a technical and/or economic perspective) to have demand based metering installed, the following algorithm will be applied to calculate a demand value for billing purposes:
kW = kWhs/(load factor * hours)
Page 109 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 2
Number of days in the billing period 41
Aggregated Total kWh (metered) 301471
Hours (days * 24) 984
Load factor 0.37
Rate ($/kW) 0.25
Demand Calculation
kW = kWhs/(load factor * hours)
=301471 / (0.37 * 984)
828.03 kW
$207.01 Dollars
14.7 Capacity Charges – Energex Only
For ICC customers, the TUOS capacity charge is referred to as a ‘locational demand’ charge. The kW figure against which the rate is applied is not a nominated capacity, nor is it the actual maximum demand over the month. Rather, the kW used in the TUOS capacity charge calculation is the nominated capacity plus the average demand over the month. This figure will need to be calculated by retailers with ICC customers for the purpose of reconciling the network bill as it is not a figure that will be published to the retailer by the MDP.
14.8 Alternative Control Services Charges
The Price List for Alternative Control Services sets out the DNSP’s Alternative Control Services including the product codes and prices that apply to fee based and quoted services, Default Metering Services and Public Lighting Services.
Services with a product code and a single price will appear on the Statement of Charges at the published price (e.g. $263.60 excluding GST and $289.96 including GST).
Some services are capped to a “Nil” price by Schedule 8 of the Electricity Regulation 2006 (e.g. certain re-energisation and de-energisation service orders). These services will appear on Statement of Charges with a rate of $0.00.
Services with an ‘as quoted’ price that are billed to the Retailer will appear on the Statement of Charges at the rate advised by the DNSPs.
Page 110 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The DNSPs provide a number of other services that are raised through a B2B Service Order Request, which are not contained in the Price List for Alternative Control Services. These B2B service requests will have a zero rate applied, because the costs for undertaking the work are either a Standard Control Service (i.e. recovered through network tariffs) or covered by another Alternative Control Services charge (e.g. Default Metering Services).
14.9 Metering Services Charge
Refer to each DNSP’s Tariff Schedule on their respective websites for details.
14.10 GST Component
The DNSPs will represent the GST component of the distributor charges as "GST" on the Statement of Charges. This is consistent with the structure of the agency arrangements in clause 17 of the Standard Coordination Agreement and the definition of “distributor changes”, which provides that:
Retailers will need to have appropriate processes in place to ensure that the GST advised by the DNSP is correctly treated.
Page 111 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
15 NETWORK TARIFF
The DNSP’s full suite of network tariffs, and the conditions applying to each, can be found in the DNSP’s Pricing Proposal or Tariff Schedules available on their websites by searching “Pricing Proposal” or “Tariff Schedule”.
15.1 Application of Network Tariff Class / Tariffs
If a Retailer does not specify its preferred network tariff in a B2B, or at any time thereafter, the DNSP will default the network tariff to what it considers to be the most appropriate tariff.
If the network tariff is changing in conjunction with an EWR/Form A, the tatiff nominated on the EWR will be applied.
The DNSP assigns network tariffs/tariff class on the basis of one or more of the following factors:
1. The nature and extent of the usage
2. The nature of their connection to the network
3. Whether remotely-read interval metering or other similar metering technology has been installed at the customer’s premises
15.1.1 Tariff Classifications - Ergon Energy
Ergon Energy has a wide diversity of customers, in terms of their size, location, and usage patterns and they are grouped according to these characteristics. Tariff classes therefore refer to a group of customers with similar characteristics. Ergon Energy has 18 Tariff Classifications for Standard Control Service customers. These Tariff classes are differentiated by customer groups and locational zones as shown below:
Table 1 Ergon Energy's Standard Control Service Tariff Classifications
Customer group East Zone West Zone Mount Isa Zone
ICC
CAC
EG
SAC Large
SAC Small
SAC Unmetered
The Network Tariff Guide contains definitions associated with each customer group and a mapping of Ergon Energy’s locational zones to local government areas (LGAs).
Page 112 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
15.1.2 Network Tariffs – Ergon Energy
Ergon Energy’s network tariffs for Standard Control Services are set out in our Pricing Proposal and Network Tariff Guide. Retailers are encouraged to refer to the Network Tariff Guide which sets out detailed information on our network tariffs, including:
tariffs applicable to each tariff class and the associated Network Tariff Codes and rates the process for obtaining site specific rates and other information the application rules and tariff conditions for each network tariff worked examples of how components of our network tariffs are calculated and applied information on DLFs, including categories used by Ergon Energy and their application The Network Tariff Guide is available on our website at: www.ergon.com.au/network/network- management/network-pricing
15.1.3 Changes to Jurisdictional Scheme Charges – Ergon Energy
Under the National Electricity Rules (NER) and Distribution Determination, Ergon Energy is able to recover jurisdictional scheme amounts from customers. This is done via separate ‘jurisdictional scheme charges’ billed to retailers. In the main, these charges recover costs associated with the Solar Bonus Scheme, which obligates Ergon Energy to pay a Feed-in-Tariff (FiT) for energy supplied into our distribution network from specific micro-embedded generators.
On 31 May 2017, Ergon Energy received a direction from Queensland Government not to pass on jurisdictional scheme charges to customers in network tariffs. The Queensland Government will instead subsidise the cost of the scheme until at least 2020. Consequently, from 1 July 2017 the jurisdictional scheme rates in Ergon Energy’s Network tariffs will be set to zero.
15.2 Standard Control Services Tariff Class Assignments and Reassignments
Attachment 14 of the Distribution Determination outlines the general procedures the DNSPs must comply with when assigning or reassigning customers to tariffs and tariff classes. Consistent with these procedures, both DNSPs have developed a more detailed document containing how customers are assigned to tariffs and tariff classes for Standard Control Services, and the process Retailers should follow if they do not agree with an assignment or reassignment decision
15.3 Customer or Retailer Initiated Tariff Changes
The DNSP’s Tariff Schedules outline the procedures and business rules around Network tariff changes, including the effective date for changes and any restrictions around further requests to change a network tariff.
Generally, a Retailer may request a change in the network tariff once every 12 months (subject to a change in usage or pattern of usage at the premises or customer). Further requests to change a Network tariff assigned to a NMI should not be made until a period of 12 months has elapsed from the previously approved request.
Page 113 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
As noted in the Tariff Schedules, the DNSPs will not back-date the Network Tariff prior to the applicable effective date/Month the DNSP receives the QESI request.
The DNSP will inform the customer and /or Retailer within five business days of receiving a tariff change request and of the decision taken. A customer and/or their Retailer may appeal this decision. Further information on the appeals process is set out in the Tariff Schedules.
15.4 DNSP Initiated Tariff Change
DNSPs may review the Network tariffs applicable to customers and where a customer is identified as being on the incorrect Network tariff, the DNSP will seek to amend the tariff with the following notifications:
Table 2
NMI with Site Specific prices All other NMIs Yes, by change request through Retailer notified? Yes, by change request through MSATS. DNSP may also provide prior MSATS and via an email (which notification via email. includes the site specific charges. DNSP may send a letter to the Customer notified? Yes, DNSP will send a letter to the customer. customer From most recent meter read for basic Date of effect At DNSP’s discretion. metering or from the beginning of the current month for Type 1 – 4 metering or at DNSP’s discretion.
15.5 Basic Type 6 Meter Reconfigurations
Retailer’s requests to reconfigure/reprogram the metering at a given connection point are typically triggered by:
Change in the hours of application of different registers (e.g. peak and off-peak boundaries); Turn on/off off-peak registers; Off peak conversion (change from one off-peak control load tariff to another); and The retailers need to reprogram a meter to reflect a tariff change to the customer.
Page 114 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 3
Service Order NMI Sub Type Description Request status
Retailer requests the Service Provider to reconfigure/ Blank Active reprogram the metering at a given Connection Point.
Change Used for changing from one controlled load tariff to Active Meter controlled load another Reconfiguration Used for changes to tariff that require meter Change tariff Active reprogramming
Change time Used for changing time switch settings. Active switch
Meter reconfigurations will normally be performed during operating hours. If it is necessary to have work performed outside of normal operating hours, arrangements will need to be agreed with Ergon Energy and additional after hours charges will apply.
IMPORTANT:
Meter reconfiguration service order requests raised in order to result in calculation of network charges due to unavailable meter data will not be completed. A Form A/EWR may be required if meters need to be upgraded. This work is to be performed by a Registered Electrical Contractor (REC). A ‘Not Completed’ response will be returned to the retailer advising that an REC will need to submit a Form A/EWR to bring the switchboard up to standard before the work can be performed. Upon receipt of the Form A/EWR record, the Retailer would submit a B2B Adds & Alts service order for the required change.
Page 115 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
16 METERING
16.1 Meter Exchange from Type 6 to Type 4
Under Power of Choice (PoC), when a Type 6 meter requires replacement, the responsible Meter Provider (MP) will install a Type 4 meter when requested by the Retailer. PoC also introduced new market structure for participants where the Metering Coordinator (MC) and MP fulfil their roles after appointment by the Retailer.
The metering can be changed due to new connections, supply alteration/upgrades, meter faults, as well as meter asset maintenance and management activities. The following basic steps are expected to complete any upgrade from a Type 6 to a Type 4 meter:
Retailer will raise a CATS CR68xx to change MC, MP and MDP responsibilities. (Retailers will use the CR68XX for role changes rather than CR308X and CR309X) Retailer will initiate a B2B Meter Service Works service order request to the MP to replace the Type 6 meter with a Type 4 meter MP will schedule the metering work with either a Retailer or Distributor Planned Interruption notice sent to the customer and either the DNSP or Retailer respectively MP will attend site, remove the Type 6 meter (and return to the agreed location) and install the Type 4 meter MP will initiate a CATS CR30xx to update the metering installation details MDP will initiate a CATS CR40xx to create data stream details for the interval meter data readings to be available in the market and a CR1500 to provide the actual change date MP will initiate a One Way Notification – Notice of Metering Work (NOMW) to the DNSP about the completed metering work at site The DNSP (LNSP) will record the market transactions to ensure that standing data and consumption data is available to support network billing
IMPORTANT: The agreed location for the Type 6 returns: Energex - Geebung Depot Ergon Energy –Any Depot
Page 116 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
16.2 Meter Fault & Issue Notification (MFN)
The B2B One Way Notification – Meter Fault and Issue Notification (MFN) is raised by the DNSP or Meter Provider (MP) and sent to the Retailers. The Retailer receiving a MFN has a 10 business day obligation period. The relevant MFN Reason Codes to be used by the DNSP are:
Meter Family Fault = Exemptions may be sought for obligation period Accuracy Failure = Obligation period applies No Display = Obligation period applies Meter Verification = only Type 1 to 4 and no obligation period applies Malfunction = Obligation period applies Area Event = Obligation period applies Metrology Threshold Breach = Obligation period does not apply Meter Bypassed = Obligation period applies (supply is unmetered) Physical Damage = Obligation period applies Theft/Tampering = Obligation period does not apply Other (where the explanation is equal to "TBS scheduled for abolishment on XX date XX time please initiate meter removal") = Obligation period does not apply Other (where the explanation is equal to "Switchboard and meter fault identified") = Obligation period applies Other (with any other explanation) = Obligation period does not apply
The DNSP expects the Retailer to be aware of the obligation to replace faulty meters within obligation period (currently 10 business days) and will instigate meter replacement work (i.e. churn from Type 6 to Type 4) and have the meter replaced within the obligation period. The following specific situations should also be understood:
The DNSP will send an MFN and reason code 'Meter Verification' where they opened and resealed the meter seals of a competitive MPs meter (i.e. in the event of an emergency or area event), or find the meter not sealed when attending site for another reason. Where the MFN and reason code “Meter Bypassed” the retailer will apply priority periods to meter replacements to replace the meter within the 10 business day obligation period on the understanding that supply at the NMI is unmetered.
There may be occasions where the MP identifies a defect in their Type 4 meter and the DNSP requests they are sent a copy of the Defect Notice. The DNSP will note their systems in case of any future reference. Please email to [email protected] / [email protected]
If a defect is life threatening to the customer or the public and power is required to be disconnected, the MP will immediately telephone the DNSP Emergency number (13 19 62 / 13 16 70), and isolate if possible. The DNSP will create an open Form 3/B in this situation.
16.2.1 Non-Compliant Meters Under Chapter 7 of Electricity Rules
The Metering Coordinator (MC) will take on the role that is currently performed by the ‘Responsible Person’ under Chapter 7 of the Electricity Rules. The AER has advised they will be monitoring compliance with Chapter 7 obligations both in the lead up to the
Page 117 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Power of Choice changes and for a transitional period from that time. Their expectation is that businesses will use their best endeavours to rectify existing breaches before December 2017 and not delay addressing compliance with metering obligations.
As such, the DNSP will raise Meter Fault and Issue Notification (MFN) with a sub-type of Metrology Threshold Breach on any NMIs which are Non-Compliant - Large load NMIs with Type 6 metering.
16.3 Meter Data Queries
Request for Meter Data by registered market participants for a NMI should follow the standard market B2B processes. The ‘Provide Meter Data’ and ‘Verify Meter Data’ B2B service order requests will go directly to the Meter Data Provider (MDP) who will be responsible for responding to these queries. Similarly, the DNSP’s MDP will be responsible for Meter Data Notification transactions whereby meter data is provided to the relevant market participant.
Should a market participant have a meter data query that cannot be resolved using a ‘Provide Meter Data’ or ‘Verify Meter Data’ B2B service order request, they should raise an enquiry using the appropriate e-mail address or telephone number provided in the ROCL.
16.4 Transposed Metering
Transposed metering arises where the relationship between NMI/Meter/Address/Customer have been created in the market systems incorrectly and does not reflect the physical connection at the premises. Until this is corrected, customers may be paying for the 'power next door' rather than the energy they use.
Where Retailers suspect a transposed metering issue, a B2B Meter Service Works – Meter Investigation – Inspect service order request is raised. The service order should contain:
contact details for affected parties (e.g. individual customer or Body Corporate if more than one premises is involved), as the customer will need to be notified that an outage is required a reference to ‘Transposed Metering’ in the ‘Special Instructions’ field flag the ‘Customer Consultation Required’ field ‘Yes’ to enable Energex to make an appointment with the customer (using the details supplied by the Retailer)
Where the premises is suspected of transposed meters with both Type 6 and Type 4 meters, the DNSP will contact each Retailer involved and may request Meter Investigation service orders with service order coordination to permit both the relevant MP and DNSP to attend the transposed meter site to record relevant metering details.
To correct transposed metering, the DNSP will:
Correct the metering at the premises and update our records, which will result in MSATS being updated for Type 6 meter issues. MP will manage Type 4 meter issues.
Advise the Retailer and the MP if a Type 4 meter is involved, of the outcome via email, including backdated billing periods and reads that are to be republished
Page 118 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
16.5 Customer Self Reads
There are multiple reasons that a customer may wish to provide a Self Read for a Type 6 meter. Usually the DNSP has not been able to gain access to the premises to obtain an Actual Read. The read provided by a customer will pass through the DNSP’s verification system and provided the meter read passes the validations; it will be published to the Retailer via the NEM13 file using the substitution code ‘67’ Customer Read. This will be the case regardless of whether the DNSP has previously published a substitute for the reading period (i.e. Retailers could receive 2 reads in quick succession).
16.5.1 Customer Self Reads – Energex
Where Energex attends a customer’s premises to perform a scheduled/cycle read and is unable to gain access, a card will be left at the premises. The card will show the date on which the scheduled/cycle read was attempted and the reason the read could not be obtained. The card does not explicitly refer to the customer being able to provide a self-read.
Energex will only accept customer self reads in the following circumstances:
the read relates to a scheduled/cyclic read; and the read is provided to Energex within three days of the date specified on the card as the date an actual read was attempted.
Energex will not accept customer self reads for non-cycle reads (e.g. Final Reads).
If a customer contacts Energex with a complaint about an estimated account, Energex will direct the customer to contact their Retailer.
16.5.2 Customer Self Reads – Ergon Energy
Where operational difficulties exist for remote and isolated areas, Ergon Energy may choose to read groups of Customers annually rather than quarterly.12
In these cases Ergon Energy, as the responsible person will:
Ergon Energy will do an actual meter read of the customers meter at least once a year; Ergon Energy will offer the customer the option of supplying a meter reading, known as a self-read and process this as a type 67 substitutes as per the Metrology Procedure;
If no customer read is provided Ergon Energy will generate a substitute reading; and Ergon Energy will not accept customer self reads for non-cycle reads (e.g. Final Reads). However, where the MDP finds that a substitution method Type 63 (Customer Class Method) is the only available option but there is no suitable customer class identified, then the MDP will use a Type 64 (Agreed Method).
12 National Electricity Retail Rules. Page 119 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
16.6 Meter Box Locks and Locksmiths
Both DNSPs have agreements with preferred locksmiths to provide customers with an appropriate lock for their meter box, that the DNSP can unlock. Should a customer contact a Retailer seeking information regarding a meter box lock, the Retailer should direct the customer to the DNSP’s websites, which have the locksmith’s details. The customer can find a locksmith by searching “Locksmith”.
Padlocks and other types of standard locks are supplied by the locksmiths to match the DNSP meter reading system. The locksmith will provide the lock that has an individual key, which will be also accessible by the Meter Reader's master key.
If the customer has lost the original key, they are to contact the approved locksmith who can provide a replacement from the code marked on each lock. Duplicate keys can also be supplied by the locksmith.
Where access is required by the MP to a meter box with a DNSP approved lock; the expectation is that the meter box access is managed between the Retailer, the MP and the customer.
Page 120 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
17 EMBEDDED NETWORKS
17.1 Embedded Network Overview
Embedded networks are exempt private networks which serve multiple premises and are connected to a distribution jurisdiction. There are currently two possible arrangements for the provision of retail and metering services to customers within ENs:
1. Retail and metering services provided by an embedded network operator (ENO), who is not an authorised retailer or accredited provider. This type of arrangement is known as “off-market” activity because the customers are not visible in the NEM.
2. Customers have chosen an authorised retailer instead of the embedded network operator as their retailer. Customers are still provided with network services by the ENO. This type of arrangement is called “on-market” activity because the customers are included in the NEM market systems and are visible to AEMO and NEM participants
17.2 Embedded Network Roles
Embedded Network Operator (ENO) provides embedded network customers (end users) with electricity network services.
Embedded Network Manager (ENM) is a new accredited provider role who is responsible for performing market interface services for embedded network customers.
An ENO must appoint an ENM unless:
the embedded network customers are unable to gain access to a retail market offer; or
the AER determines the costs of appointing an ENM are likely to outweigh the benefits. In these cases the AER must require an ENM to be appointed when a customer exercises its right to access a retail market offer.
Exempt Embedded Network Service Provider (EENSP) is an ENO who has received the required AER exemptions.
17.3 Embedded Network Current Processes
The most common Embedded Networks in Queensland are blocks of units which have either been through a Bulk Meter Conversion or are a new construction that the Electrical Contractor has identified as a Bulk Metered Point. Current Bulk Supply customers are classified as ‘off-market’ Embedded Networks and will remain so until one of the customers exercises their right to access a retail market offer.
Page 121 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
17.4 Embedded Networks and Life Support
As not all Embedded Networks will have an Embedded Network Manager (ENM), the Embedded Network Operator (ENO) is the responsible party (rather than the DNSP). The registration of Life Support accountability moves to the ENO.
The ENO must inform the DNSP of a Life Support customer in their Embedded Network and it is recommended the ENO also informs to Local Retailer. If the Life Support advice does not come directly from the Retailer; the DNSP will inform the Retailer as per current practice.
The Life Support flag must also be tagged against the Parent NMI. The DNSP will inform the ENO of a planned interruption and the ENO is responsible for informing the Life Support customer.
Page 122 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
18 UNMETERED SUPPLY (UMS)
18.1 Unmetered Supply Overview
Unmetered supply can be split into the following categories:
Streetlights Watchman lights other UMS (e.g. traffic lights, bus shelters).
Only streetlights billed to local government agencies ‘LGAs’ and Department of Transport and Main Roads ‘DTMR’ are contestable, hence NMIs for watchman lights and other UMS are not published in MSATS. The process for watchman lights and other UMS are not defined in this document as they are related only to the LR and the specific DNSP. The standing data associated with streetlight NMIs published in MSATS will look like standard metered NMI except that:
a single DLF will be applied to all streetlight NMIs per TNI; they will be in a series starting with ‘3195xxxxxx’/Energex and ‘QGGGSLxxxx’/Ergon Energy; and the installation type code will be ‘UMCP’.
18.1.1 Public Lighting Information Guide – Ergon Energy
Ergon Energy has produced a Public Lighting Information Guide. The purpose of this document is to provide information on the methodology that Ergon Energy has used to ensure that the: NMIs and associated standing data for Public Lighting sites have been published to MSATS; Retailers operating in Ergon Energy’s distribution area are successfully able to conduct NMI Discovery enquires; and sites if required can be transferred into the Market.
In addition, the Guide also provides some general information on the final account primary NMI, Network Tariffs, Alternative Control Services charges, Tier 2 Network billing, Watchman Lights and other Un–Metered Supply and Key Ergon Energy contacts. For the purposes of this document, street lighting is referred to as Public Lighting as this more appropriately reflects the characteristics of the lighting under consideration.
A copy of Ergon Energy’s Public Lighting Information Guide is available on request by contacting the ‘Business Relations’ contact from the ROCL.
Page 123 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
18.2 Streetlights Unmetered Supply Process – Energex
The processes to follow for unmetered supply for streetlights are outlined in Table 18.
Table 1
Type Sub-type Arranging initial connection Arranging Arranging Arranging What charges of UMS maintenance alterations removal apply? to load
Rate 1 (non- Energex liaises directly with DTMR or the Call Same as DTMR or Upfront: No contributed) relevant LGA for design and installation of Energex’s arranging relevant connection Energex public lights. New load will typically be general initial LGA liaises charge provides, added to existing NMI. enquiries connection directly with installs, number Energex to Ongoing: owns and Retailer will be notified of connection via arrange ACS fee maintains change in monthly inventory list. (13 12 53) removal of ($/light/day) public lighting. to recover lighting Energex asset and notifies maintenanc retailer via e costs; and change in SCS fee monthly (c/kWh on inventory NTC 9600) list. to recover use of system costs Upfront: Design Rate 2 DTMR or the relevant LGA engages an Same as DTMR or Call lodgement Fee (contributed): Energex Approved Service Provider (ASP) Energex’s arranging the relevant Public Field Audit Fee Energex to develop a Streetlighting Design. general initial LGA liaises Lighting Switching Fee owns and enquiries connection directly with (if required) maintains ASP submits DTMR or relevant LGA’s number Energex to public approved design to Energex for approval. (13 12 53) arrange Ongoing: ACS fee lighting Once both parties approve the drawings a removal of lighting. ($/light/day) Public Lighting Supply agreement is entered to recover into with DTMR or the relevant LGA. Energex maintenanc On conception of the Agreement, the ASP notifies e costs; and supplies and installs the lighting. Once retailer via SCS fee construction is complete ASP arranges for change in (c/kWh on LV switch to energise the lighting. monthly NTC 9600) inventory to recover ASP provides 'As Constructed' drawings to list. use of Energex on completion and energisation of system the lights. costs Energex will audit the installation and issue a Certificate of Acceptance on approval. No EWR is required. Retailer will be notified of connection via change in monthly inventory list.
Page 124 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Type Sub-type Arranging initial connection Arranging Arranging Arranging What charges of UMS maintenance alterations removal apply? to load Retailer Upfront: No Rate 3: The customer/electrician can directly lodge n/a as Same as liaises with connection Public body a UMS Application via the Portal. Energex arranging customer charge provides, Alternatively Retailer liaises with customer does not own initial who Ongoing: SCS installs, and completes and lodges UMS Standard asset connection completes fee (c/kWh on owns and Connect Application via Portal (see and lodges NTC 9600) to maintains Annexure 5). Supply recover use of public Abolishment system costs lighting Plans must also be submitted for approval at the time of lodging the Application. It is form 1345 recommended that the 'expedited' option is available on chosen on the Application. Energex’s website as Energex will assess the UMS Application per section and plans. 10.4. If no augmentation is required and customer has chosen to expedite their UMS Application, Energex's Standard Connection Contract will automatically take effect. If no augmentation is required but customer has not chosen to expedite their UMS Application, Energex will send a copy of the Standard Connection Contract to the customer. Customer must accept offer prior to work being scheduled. If augmentation is required Energex will provide the customer with a Negotiated Offer. The Electrical Contractor will complete their work and lodge an EWR. EWR notification is sent to Retailer via email (as per all other EWR notifications) Retailer emails approval to [email protected] Energex will schedule work once agreement, EWR and retailer approval are received. Completion email notification is sent to Retailer, Applicant and electrical contractor Retailer is also notified of connection via change in monthly inventory list.
Page 125 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
18.3 Streetlights Unmetered Supply Process – Ergon Energy
Streetlights are broken into 3 categories:
Ergon Owned & Operated (EO&O) – Rate 1: These are Street Lighting Assets that Ergon Energy supplies, constructs, operates and maintains. Gifted & Ergon Operated (G&EO) – Rate 2: These are Street Lighting Assets where the Street Lighting Customers have chosen to supply and construct their own Street Lighting Assets (either by themselves or using a third party such as a residential real estate developer). The assets are then gifted to Ergon Energy, who then assumes the responsibility for the ongoing operation and maintenance of those Street Lights. Customer Owned & Operated (CO&O) – Rate 3: These are Street Lighting Assets that Street Lighting Customers have chosen to supply, construct, operate and maintain. Ergon Energy will provide a connection for those Street Lighting Assets to its Regulated Network, and record these Street Lights in its information systems.
18.4 Network Billing for Unmetered Supply - Rate 1, Rate 2 and Rate 3 Streetlights
At the commencement of each month, the DNSP will email an inventory spreadsheet for each streetlight NMI to the relevant Retailer. The inventory spreadsheet includes every device that is attached to the NMI as well as the wattage applicable to the device based on the configuration for the previous month.
Rate 1 and Rate 2 Streetlight charging is split into two components:
an Alternative Control Service (ACS) component and a Standard Control Service (SCS) component.
As Rate 3 Streetlights are installed, owned and maintained by the customer, only a SCS component is applicable.
The ACS component is a fixed dollar per light per day charge which is applied as follows:
where the DNSP installs and maintains the streetlight, it is classified as ‘non-contributed’ and will have a higher charge (charges are split between major and minor depending on the wattage of the light) where the DNSP only maintains the streetlight, it is classified as ‘contributed’ and will have a lower charge (charges are split between major and minor depending on the wattage of the light).
The SCS component is an energy (c/kWh) charge and is designed to recover the costs associated with transporting energy to the device.
Each month, the consumption for each streetlight NMI is calculated based on the inventory, load and on/off table applicable to the NMI. This derived consumption is used to network bill each NMI. The derived consumption is also published to the Retailer via the NEM12 file.
The inventory spreadsheet provided to the relevant Retailer each month will assist the Retailer to reconcile their network bill.
Page 126 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
19 MICRO EMBEDDED GENERATING (MEG) UNITS (SOLAR SYSTEMS)
19.1 Process for a Customer to have a Micro Embedded Generator (MEG) Installed
The DNSPs will only accept Micro Embedded Generator (MEG) applications on existing connections. Where a new connection will have a MEG, the DNSP will first require an Establish Supply B2B, and will then process the MEG application as outlined below.
The DNSP have different processes for the installation of solar for customers with Type 6 meters:
Energex will require the Type 6 meter to be churned Ergon Energy, where possible will re-program electronic Type 6 meters. Therefore, no all Type 6 meters will be churned.
19.2 MEG Application
The DNSP will receive, check and approve the MEG application where the application is compliant and network investigations have been carried out for:
systems between 3kW and 5kW where power factor is not 0.9 or higher13 systems greater than 5kW systems 30kW or greater Enquiry was submitted prior to submitting the connection application
DNSP will make an offer to the customer based on the details provided in the enquiry or MEG Application. Where the customer accepts the offer, a Connection Contract is formed between the DNSP and the customer. Once the Connection Contract is formed, the customer can engage their Electrical Contractor (EC) to install the system. The EC completes the Form A/EWR through the Electrical Partners Portal to the DNSP.
19.3 Installing the MEG
The retailer will receive copy of the Form A/EWR via the DNSP and request the installation of metering and the correct solar tariff (from the Form A/EWR).
Refer to Control Load section 12.1.6 to 12.1.11 for combined Solar and Controlled Load Installations.
13 Energex does not accept applications between 3kW and 5kW where the power factor is not set to 0.9 lagging. Ergon Energy will carry out a network investigation on applications between 3kW and 5kW where the power factor is not set to 0.9 lagging. Page 127 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
19.3.1 Churn Meter to Install MEG – Energex
The retailer will send a B2B Metering Service Works – Exchange Meter service order request with the mandatory Proposed Tariff for solar (from the Form A/EWR) to their MP to commence the meter churn process. If the retailer sends a B2B Metering Service Works – Meter Reconfiguration service order request to Energex as the DNSP, the service order will be returned “Not Completed”.
19.3.2 Meter Reconfiguration to Install MEG – Ergon Energy
The Retailer will send a B2B Metering Service Works – Meter Reconfiguration service order request with the mandatory Proposed Tariff for solar (from the Form A/EWR) to Ergon energy as the DNSP. The DNSP will attend the site within 10 business days14 to reconfigure the meters for the MEG system. The DNSP will validate the service order and confirm the correct tariff is to be applied. For solar PV installations, the DNSP crew requires access to: the switchboard or main switch to de-energise the site the meter box to re-program the meter circuit breakers to perform polarity test once installation complete
Where the meter is unable to be re-programmed, the meter churn process will be initiated by “Not Completed” with an error message that is returned to the Retailer.
19.3.3 MEG Inspection – Ergon Energy
Whenever an Ergon Energy customer installs a new MEG system or upgrades to a new system; Ergon Energy need to complete a compliance inspection. Ergon Energy will manage any access issues with the customer.
As this is a Network generated service order, the Retailer is not required to submit an additional B2B.
19.4 Unregistered Solar Consumption
The DNSP will inform the appropriate Retailer where solar systems have been installed without the above process being followed. Each situation will be managed as an exception and the DNSP advise their actions.
The MP is to advise the Retailer and the DNSP when:
usage is recorded on a de-activated register and no solar tariff is registered visits site and detects solar installation where MP was not aware that solar was installed suspects tampering, theft or any other misuse
14 If the customer requests an appointment this may be made outside the 10 business day window. Page 128 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
19.5 Allocation of NMIs for MEGs
The DNSPs have developed a NMI Allocation Guideline to outline when work undertaken at a customer’s premises will, and will not, result in the creation of a new NMI. The addition of a MEG to a premises does not typically require the creation of a new NMI. Rather, a new or upgraded meter is generally required at the existing connection point.
The DNSPs will refuse the request for a new connection (and hence a new NMI) at a premises where the requirements as outlined in the NMI Allocation Guideline are not met.
19.6 Solar Tariffs and Solar Feed-In Tariff
Queensland Government amended Legislation to administer cost savings to Queensland's Solar Bonus Scheme took effect as of 23rd November 2012. Premises which currently receive the 44c/kWh rate will cease where the name changes on the electricity account. The only exemption to this change is the case of a Spousal name change from Husband to Wife and vice versa.
The spousal exemption can only be applied where supporting documents are provided. If customers contact their Retailers advising that the spousal exemption should apply, they should be directed to the DNSP's website where they can download Form 1641, which can be completed and sent to the DNSP with the supporting documents required. Submission of Form 1641 does not guarantee reversion to Tariff 9900.
Where Retailers identify that they have incorrectly caused a change to a customer's Feed-In tariff, they contact can contact the DNSPs by email to request a review and include the details of the error.
For further information on the Eligibility Criteria please refer to: http://www.dews.qld.gov.au/energy-water-home/electricity/solar-bonus-scheme/frequently-asked- questions#moving
19.6.1 Solar MEG Tariff Codes – Energex
There are some instances where the installer connects the solar PV system to the existing meters before all paperwork has been completed. In these instances, the customer’s existing meters may start to turn backwards while the system is generating power. There are some instances where the existing meters may register generated supply in series with consumption instead of turning backwards. A list of these meter types has been provided to installers. Installers are advised to leave the inverter turned off until such time as the appropriate metering is installed to avoid these issues.
Page 129 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 1
Net Metering Arrangements
Network Tariff Code Description This tariff will apply where: 7500 – 0c/kWh for excess energy fed into the An application to connect a new MEG was/is received after grid 9/7/2012 and the inverter size is
This tariff will apply where: 9900 – 44c/kWh for excess energy fed into the An application to connect a new MEG was received before grid 10/7/2012 The MEG is a qualifying generator under the Solar Bonus Scheme current at the time the application was received Energex approves the application The qualifying MEG was installed prior to 30/6/2013 (Note: this tariff will not apply to new account holders at premises with pre-existing qualifying MEG installations, subject to legislative requirements.)
This tariff will apply where: 9800 - 0c/kWh for excess energy fed into the An application to connect a new MEG was not for a qualifying MEG grid under the Solar Bonus Scheme current at the time the application is received or The customer elected not to request access to the Solar Bonus Scheme current at the time the application is received The MEG installation no longer meets the requirements as a qualifying generator in accordance with the Solar Bonus Scheme The inverter size is greater than 5kW (Note: this tariff may also apply to new account holders at premises with pre-existing qualifying MEG installations, subject to legislative requirements.)
Page 130 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Table 2
Gross Metering Arrangement
Network Tariff Code Description Customers on this arrangement are not eligible for the Solar Bonus 9700 - 0c/kWh for energy fed into the grid Scheme
19.6.2 Solar MEG Tariff Codes – Ergon Energy
Table 3
Network Description Conditions Tariff Code
NVG0 Net Volume Generation 0 Applicable to a net metering installation that does not access the distributor-funded 44c/kWh FiT or meet the requirements for Net Volume Generation 2 (NVG2). The micro EG unit may be solar or non-solar (e.g. wind, battery).
NVG1 Net Volume Generation 1 Applies to any net metering installation that meets the SBS requirements for the distributor-funded 44 c/kWh FiT rate. This arrangement is no longer available to new customers.
NVG2 Net Volume Generation 2 Applies to any net metering installation that meets the following criteria: is assigned to a “SAC Small” tariff class (annual consumption less than 100 MWh per annum) operates a solar PV system with a maximum inverter capacity not exceeding 5 kilowatts15 does not receive a distributor-funded or retail- funded FiT for the same PV system or for another PV system at the same premises
GVG0 Gross Volume Generation 0 Applicable to any gross metering installation where all energy produced by the micro EG unit is measured. The micro-EG unit may be solar or non-solar (e.g. wind, battery). Customers on this arrangement are not eligible for the SBS.
15 Capacity requirements are subject to change during 2017. Arrangements currently align to eligibility for the regional FIT. Page 131 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
19.7 Change of a Customer at a Premises with Existing Solar Installation - Customer and Site Detail Notification
The DNSPs expect Retailers to provide Customer Details Notifications (CDN) for all customer move outs or customer move in’s at a premises.
If the DNSP receives a CDN advising of a “new customer moves in” from a Retailer for a premise that has an existing micro EG Unit:
The deemed standard connection contract will apply. Clause 6.6 covers the arrangements for ongoing supply when a micro EG unit is connected to a premises that a customer moves into and there is no connection alteration required. As such, no B2B service order request is required from the retailer.
Under the Queensland Government legislation, a change of account holder at a NMI where the SBS 44c/kWh feed-in-tariff is applicable will result in a change of feed-in-tariff from Tariff 9900 / NVG1 (44c/kWh) to Tariff 7500 / NVG2 (0c/kWh) on the completion of any one of the following market transactions:
o De-energisation Service Order
o Re-energisation Service Order o CR1030 o CR1040
Please ensure the correct service orders and transfers are raised to ensure that tariffs related to the solar feed-in-tariff are not amended erroneously.
For more information on the Solar Bonus Scheme go to the Department of Energy & Water Supply website www.dews.qld.gov.au and type Solar Bonus Scheme into the search box.
IMPORTANT: The DNSPs do not become involved in lease disputes between the home owner and the tenant where the tenant has changed the name on the electricity account. The DNSPs will not re-instate the Feed-In Tariff, as we are required by the Legislation to be compliant in regards to any name change. The only allowance is for the name change to be a Spousal name.
19.8 Who is Eligible to Receive the Queensland Government Solar Bonus?
The Queensland SBS at the 44c/kWh FiT rate is closed to new customers. Customers receiving the 44c/kWh FiT rate will continue to receive it provided they continue to meet the ongoing eligibility requirements. The Queensland SBS is legislated to expire on 1 July, 2028.
To be eligible for the regional retailer-funded FiT, customers in Queensland must:
Operate an existing system that is connected to the Queensland electricity grid with inverter capacity not exceeding 5 kilowatts; Consume less than 100 MWh of electricity a year (the average home uses approximately 6.1 MWh a year); Hold an electricity account with an Electricity Retailer; Have a Network Connection Agreement for the premises in place with an electricity distributor;
Page 132 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Remain the electricity account holder for the premises where the system is connected; Ensure the name on the account doesn’t change if customer transfers to another retailer; Ensure replacement components are ‘like-for-like’; and Have only one solar PV system receiving the feed-in tariff per premise.
More information on the regional retailer funded FiT that commenced on 1 July 2014, which is set by the Queensland Competition Authority, is available from the Department of Energy and Water Supply's website at https://www.dews.qld.gov.au/electricity/solar/installing/benefits/regional.
For further information on the Eligibility Criteria please refer to: http://www.dews.qld.gov.au/energy-water-home/electricity/solar-bonus-scheme/frequently-asked- questions#moving
19.9 Solar Feed-In Tariff Review Process
Under the Queensland Government legislation, a change of account holder at a NMI where the 44c/kWh feed-in-tariff is applicable will result in a change of feed-in-tariff from 9900 (44c/kWh) to 7500 (0c/kWh). Energex initiates a change to the feed-in-tariff from 9900 to 7500 on the completion of any one of the following events:
De-energisation Service Order (Not debt related)
Re-energisation Service Order (Not debt related)
CR1030 or CR1040 completion notice
If a customer believes that their feed-in-tariff has been incorrectly changed from 9900 to 7500 e.g. if an account name change occurs between spouses, the current account holder can request a review.
Information in relation to the Solar Bonus Scheme and a link to the form to be completed by the current account holder if requesting a review can be found on the Energex website, energex.com.au by searching for ‘Solar Bonus Scheme’.
Please ensure the correct service orders and transfers are raised to ensure that tariffs are not amended erroneously.
Page 133 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
19.10 Tracking the Status of Applications for MEGs
Retailers are able to track the status of applications for MEGs via the eStatus page on the Energex website, if you have been provided with the MEG reference number. Note that the application stage precedes the lodgement of an EWR.
In the portal, the following statuses apply to inverter energy system jobs:
Table 4
Status Description MEG Submitted MEG has been submitted to DNSP
MEG Processing MEG request is currently being assessed for approval
MEG Cancelled MEG has been cancelled
Approved – Pending Agreement DNSP has approved this request and is creating the agreement Agreement Sent DNSP has approved this request
Agreement Received DNSP has received a signed agreement
Page 134 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
20 BATTERIES AND ADDITIONAL GENERATORS
20.1 Legislation Changes to Solar Batteries and Generators
An Amendment Bill related to the 44c Feed-in Tariff (FiT) was introduced to Queensland Parliament on 15 June 2017 and is likely to be debated in Parliament during October 2017. The Amendment Bill and the associated Explanatory Notes can be found on the Queensland Government website. http://www.parliament.qld.gov.au/work-of-committees/committees/TUC/inquiries/current-inquiries/I45- EOLA2017
The intent of the legislation change is to ensure customers on the 44c FiT are able to install a solar battery. However, customers cannot use a solar battery or a second generating unit on the same electrical installation, i.e. same tariff, as the 44c-eligible FiT PV system to increase the volume of export beyond a level otherwise possible. The solar battery must be programmed to only discharge into the premises at night or during a grid outage. There must be no overlap of PV generation and battery discharge. More details will be provided once the legislation changes are finalised.
20.2 Array Upgrades
If an array upgrade on a 44c-eligible system occurs and results in the total array capacity exceeding the total inverter capacity, the 44c FiT will be forfeited.
The exemption to this is if a sales contract between the customer and the PV Retailer/installer was entered into before 15 June 2017 and a copy of that sales contract can be provided to the DNSP upon request.
If one or more panels of an array requires replacement and the proposed new array capacity is greater than the inverter capacity, then installers should ensure the total array capacity doesn’t exceed the original array capacity. This is irrespective of whether or not the replacement is under warranty.
20.3 Monitoring Compliance
Both DNSPs apply complex algorithms to metering data to identify changes in both export and consumption levels that indicate unapproved changes to PV systems. We also access aerial imagery when necessary to calculate the approximate array capacity installed.
If the DNSPs suspect an unapproved capacity increase, we will investigate and where relevant remove the 44c FiT and seek to identify the installer involved.
Page 135 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
20.4 Electrical Partners Portal Update for Battery Inverter
The Clean Energy Council has now reclassified the Tesla Powerwall 2 rating to 5kW this has resulted in the DNSPs updating the application process within our Electrical Partners Portal (EEP) to make it easier for Electrical Contractors (EC). The Tesla Powerwall 2 rating can now be selected as an option in the Equipment section of a Solar application. Please see below an example of an application that has provided us correct information;
ECs can now select the Tesla Powerwall 2 option when you are intending to install a Tesla Powerwall 2 battery inverter, otherwise these details will not be captured in the assessment or offer and will result in either a non-compliant installation or submission of additional applications.
Please see below an example of an application that has provided incorrect information which will result in non-compliance or additional application re-submissions;
If the Tesla Powerwall 2 battery inverter is being added to an existing system; the EC is required to submit the MEG Application as an Increase application.
Page 136 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
21 REQUESTING RECLASSIFICATION OF NMI CLASSIFICATION CODE AND CUSTOMER THRESHOLD
21.1 Retailer Initiated Reclassification Requests
Retailers may request a change to NMI Classification Code and Customer Threshold Code by completing the QESI, which is forwarded to the DNSP for review.
Should an industry Consultant be involved in reviewing the above information for a customer, the Consultant should provide the information to the relevant Retailer who should then complete and send the QESI form.
The DNSP will use consumption data, together with any further information provided by the Retailer on the QESI, to determine whether to accept or reject a Retailer’s request for reclassification.
Where the DNSP rejects the Retailer’s request for reclassification, they:
notify the Retailer of the decision by email, including reasons for the decision
Where the DNSP accepts the Retailer’s request for reclassification, they:
email the Retailer notifying of its acceptance of the reclassification request (as well as publish a change request through MSATS) The date of effect of such changes will be retrospective to the first of the month the QESI was received
The DNSPs request that Retailers also consider the need for a change of network tariff when a NMI/Customer is being reclassified. A Network tariff code change can be requested on the QESI at the same time as the request to reclassify the NMI/Customer. If the Retailer does not nominate a Network Tariff code, and the existing tariff is no longer appropriate, Energex will contact the Retailer.
QESI details:
Energex’s website: https://www.energex.com.au/__data/assets/pdf_file/0006/341997/QESI- Application-for-Review-Form-1634.pdf
Ergon Energy’s website: www.ergon.com.au/__data/assets/pdf_file/0011/286814/SR000807F100- Application-for-review-form.pdf
QESI’s must be forwarded to:
Energex: [email protected]
Ergon Energy: [email protected]
Page 137 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
21.2 DNSP Initiated Reclassifications
Where the DNSP initiates a NMI Reclassification, the Retailer will receive notification of the proposed changes via email and changes made in MSATS. The DNSP may also write to the customer. The date of effect of such changes will be prospective and will be determined by the DNSP based on its obligation to provide customers with notice prior to the change taking effect.
IMPORTANT: The DNSPs will not be utilising the outbound Network Tariff Notification.
21.3 Classification of Small Customers as Residential or Business
In accordance with Rule 6 and 7 of the National Energy Retail Rules, as soon as possible after a Customer Transfer or an Establish Supply); the Retailer must notify the DNSP of the customer’s classification as either a Business (BUS) customer or a Residential (RES) customer. The DNSPs expect Retailers to advise the customer’s classification at the same time as the relevant Customer Details Notification (CDN) is provided.
As the Customer Details Notification does not include a ‘Customer Class’ field for the provision of this information, Retailers are obliged to submit CR5054/55 via MSATS as per the MSATS Procedures: CATS Procedures Principles and Obligations V4.1.
If the DNSP suspects that the Customer Classification Code (CCC) provided by the Retailer is not appropriate for the connection, the DNSP will request a review of the CCC via the standard email template as approved by AEMO.
Page 138 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
22 ENERGEX AND ERGON ENERGY PORTALS
22.1 Electrical Partners Portal
The Electrical Partners Portal (EPP) is available for electrical contractors to submit EWR/Form A and Connection Applications including Solar PV Connection Applications and Supply Upgrades.
EWR/Form As received via the EPP are provided to the nominated Retailer to initiate service orders in accordance with the Form A/EWR information.
Retailers may access information on the status of a EWR/Form A. Please refer to Chapter 8, 8.3.1.
22.2 Retailer Portal
The Retailer Portal provides significant information for Retailers in relation to all NMIs within each DNSP’s distribution area including but not limited to:
NMI Status i.e. connected or disconnected Whether a disconnected NMI requires an appointment for a visual safety examinations for a Re- energisation service order Whether a De-energisation service order has been received but not completed Previous FRMP for current Retailer Meter details for current Retailer NMI identification by address, meter or Lot and Plan Service Order status for current Retailer Service Order history (6 months) for current Retailer NMI Standing data e.g. NMI Classification, Customer Classification etc./ Next scheduled read date Solar Inverter size if applicable
Information in relation to the Retailer Portal including how to access the Retailer Portal is included at Annexure 12.
The Retailer Portal can also be used by Retailers to submit applications for connections on behalf of their customers. An example of how a Retailer can submit a new Connection Application (CX) is also included at Annexure 13.
Page 139 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 1: GLOSSARY OF TERMS
The following is a table of relevant references that may have been used throughout this Handbook.
Term Meaning
AEMO Australian Energy Market Operator
AER Australian Energy Regulator
After hours Any time outside business hours
Allocate NMI B2B from the Retailer to published a NMI to MSATS in a Greenfield (‘G’) status.
A distribution service provided by Ergon Energy that the AER has classified as an Alternative Control Alternative Control Service under the National Electricity Rules. Includes fee based Service services, quoted services, Default Metering Services and Public Lighting Services.
Means the National Electricity Rules, the Electricity Act 1994 (Qld), the Electricity Regulation 2006 (Qld), the Electrical Safety Act 2002 (Qld), the Electrical Safety Regulation 2013 (Qld), the Electricity Distribution Network Code and any other Applicable law legislation, industry codes, authorities, or regulations with which Ergon Energy or the Retailer must comply in relation to the connection, supply and sale of electricity to a customer via a connection point
B2B Business to Business
BTS (Ergon Energy) Builders Temp Supply or Temp Builders Supply (Energex) – temporary electricity supply provided to a premise for building works.
For the purposes of service order completion refers to a day, other than a Saturday, a Sunday or a public holiday in the local authority area where the premises is located. For all other sections, refers to a day, other than a Saturday, a Sunday or a Business day Queensland-wide public holiday. http://www.justice.qld.gov.au/fair-and-safe-work/industrial-relations/public- holidays/
Business hours 8am to 5pm on business days.
Page 140 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
CATS Procedures Consumer Administration and Transfer Solution Procedures
CCC Customer Classification Code (Business or Residential)
Customer and Developer Connections group (Ergon Energy) A business unit within CCG Ergon Energy Network
Churn The term used for electricity retailer initiated replacement of a Type 6 meter to Digital Metering at a premise. This does not include retailer churn.
COAG Council of Australian Governments – responsible for promoting policy reforms that are of national significance, or which need co-ordinated action by Australian governments. The Power of Choice reforms were a decision of COAG.
CR1000 When a retailer is taking over a site. A change in the financially responsible market participant (FRMP) will require a CR1000 (e.g. NMI is with AGL and Origin wants to take over the site).
CR30## CATS - Change Metering Installation.
CR40## CATS – Maintain Datastream
CR68## CATS - Change Multiple Roles.
CR6800 CATS – Intention to Churn
CSO Community Service Obligation – a subsidy currently paid by the Queensland Government to Ergon Retail to bring the price of electricity for small customers in regional Queensland in line with the price in South East Queensland.
DEWS QLD Government Department of Energy and Water Supply.
Also known as Interval Meters, Advanced Meters and/or Type 4 Meters. This is the Digital Meters official term used by the PoC Portfolio and Energex and Ergon Distribution businesses in reference of new meters being installed by Retailers.
Page 141 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
DNSP Distribution Network Service Provider – a role within the NEM for network service providers, used synonymously with Local Network Service Provider LNSP.
Delivery Point Identifier. A code used by Australia Post to provide a unique identifier DPID for a postal address.
DUoS Distribution Use of System
Electricity Act The Electricity Act 1994 (Qld)
An emergency due to the actual or imminent occurrence of an event which in any way endangers or threatens to endanger the safety or health of any person, or normal operation of the supply network or transmission grid, in the state of Emergency Queensland or which destroys or damages, or threatens to destroy or damage, any property in the state of Queensland
EMF Electric and Magnetic Fields – produced by any device which uses electricity. They are related to the voltage, or the pressure which pushes electricity along wires. Sometimes referred to as “Electromagnetic Radiation”
EQL Energy Queensland Limited – the parent company for Energex and Ergon Energy.
Also called New Connection or New Connects. This refers to a request made by an Establish Supply Electrical Contractor on a customer or builders behalf for a permanent or temporary supply to be connected on site where there has not previously been power connected.
EWOQ Energy and Water Ombudsman Queensland
Electrical Work Request - Form lodged by the Electrical Contractor to Energex in EWR relation to all New Connections and Adds & Alts Service Orders. Also see Form A and Form B.
Form lodged by the Electrical Contractor to Ergon Energy in relation to all New Form A Connection and Adds & Alts service order types. Also see Form B and EWR.
Page 142 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Form B Examination Report (Ergon Energy)
Form 3 Examination Report (Energex)
Field Force Automation – an electronic scheduling and dispatch system used to FFA dispatch and complete service orders for field work.
Field Work Remark Specific note type used by DNSP Schedulers to indicate to the field crews what work needs to be completed on site.
FRMP Financially Responsible Market Participant
A feeder which is not connected to the national grid, but excludes the Mount Isa- Cloncurry supply network, as that network is defined in the Electricity Act. Retailers Isolated feeder who wish to enquire about a customer in the Mount Isa-Cloncurry supply network should contact Retail Liaison.
A feeder which is not an urban feeder, short rural feeder or isolated feeder with a Long Rural Feeder total feeder route length greater than 200 km
LNSP Local Network Service Provider – a role within the NEM for network service providers, used synonymously with Distribution Network Service Provider DNSP.
A customer with a major connection that includes: - All embedded generators - All parallel operation generation other than micro EG Unit (nominally up to 30 Major Customer kilowatts (kVA)) - All new single site single customer industrial or commercial loads above 1,500 kVA demand; and - All new mining, petroleum or other extractive industry loads. -
MC Metering Coordinator - a new role in the NEM who appoints the MP and MDP for a NMI and has replaced the existing Responsible Person role.
Meter Data Provider - a new role in the NEM which is appointed by the Metering MDP Coordinator (MC) to collect and collate the data on a premise’s electricity consumption.
Page 143 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
MEG / MEGU Micro embedded Generation Unit - Solar
MP Meter Provider - a new role in the NEM which is appointed by the Metering Coordinator (MC) to provide, install and maintain digital metering equipment.
MIL Meter Isolation Link – is installed on the ‘load side’ (where power comes from the grid) of the metering. It provides a separate disconnection point to the main pole/pillar fuse.
Meter Neutral Link – a sealable meter neutral link is required to be installed where MNL more than one piece of metering equipment is installed on a switchboard (e.g. Relay and Meter)
Market Settlements and Transfers Solution – the central repository database for MSATS Standing Data for all NMIs in the NEM.
MSW Meter Servicing Works
MV90 Meter Data collection system that downloads and sends interval reading data to ToHT
NECF National Energy Customer Framework.
NEM National Electricity Market.
NER National Electricity Rules.
Network Billing Queensland B2B Network Billing Process Specification Specification
Page 144 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
NTC Network Tariff Code/Classification The rate or price option the DNSP charges the Retailer for use of the DNSP network.
Network Tariff Code – the nominated code that represents the network tariff (specific pricing) being charged to customers for network services (power connection etc). Charge is initially made by DNSP to Retailer for on charging onto individual customers
The Network Tariff Guide for Standard Control Services that sets out the DNSPs Network Tariff Guide network tariffs and any associated conditions. Network tariffs are approved by the AER and are published by the DNSPs.
NMI National Metering Identifier.
A code that identifies the size of the flow of electricity at a connection point, NMI Classification classified under the MSATS Procedures: CATS Procedures in terms of the volume of energy consumed. (Small or Large)
The data items associated with a NMI that are available to a prospective Retailer, in NMI Standing Data accordance with Jurisdiction approval, prior to the Retailer obtaining a customer’s consent.
NOMW Notice of Metering Works
The schedule of Retail prices regulated by the Minister and payable by all customers Notified Prices who remain with EEQ; and all small customers of other Retailers who are not on a negotiated retail contract. Previously called the ‘uniform tariff’.
NTN Network Tariff Notification
Operating hours Unless otherwise stated in this Handbook, 8:00am to 5:00pm, Monday to Friday
Page 145 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
OWN One Way Notification – a notice that can be sent between any market parties (e.g. MP/DNSP/Retailer) to indicate work has taken place, but no response or action is necessarily required by the receiving party.
PEACE CIS PEACE Customer Information System - the customer information system that is used to interact with the NEM, and stores customer and premise data.
PEACE Market Solution - validates market transactions from other Market PEACE MS Participants via AEMO and business rules, publishes Standing Data, manages customer transfers, service orders and change requests and forwards data to relevant systems.
PEACE NBM PEACE Network Billing Manager - receives and sends invoices and remittance advice to and from PEACE; collates network bill invoices before passing them to the appropriate retailer.
PIN Planned Interruption Notification is a B2B One way Notification (OWN)
POA – point of The attachment point on the customers building or service pole that the DNSP’s attachment overhead service (where applicable) connects to in order to provide electricity to the customer’s premises.
PoC Power of Choice.
PoC Exempt Geographical areas of QLD that are not covered under the NER metering rules and are therefore exempt from the Power of Choice reforms. PoC Exempt areas are determined as those that are serviced by Ergon Energy’s isolated grids, within off market geographical areas or part of the Far North Queensland Communities.
PoC Impacted Geographical areas that must comply to the rules and procedures brought on by the Power of Choice project implemented by AEMO
Page 146 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The ‘Price List for Alternative Control Services’ that set out the Distributor charges Price list and any associated conditions for Alternative Control Services. Prices for Alternative Control Services are approved by the AER and are published by the DNSPs.
PTJ Process Tracking Job – a service order in PEACE CIS.
PV Photovoltaic – another term for solar. In the PEACE system they are referred to as “PV”
QCA Queensland Competition Authority
The Queensland Government Solar Bonus Scheme (also known as the Feed in Tariff - FiT) is a program that pays eligible domestic and other small energy customers (Standard Asset Customers < 100 MWh Per Annum) for the surplus electricity Queensland Solar generated from roof-top solar photovoltaic (PV) systems that is exported to the Bonus Scheme (SBS) Queensland grid. For information on the Solar Bonus Scheme please refer to Queensland Government Clean Energy website: http://www.dews.qld.gov.au/energy-water-home/electricity/solar-bonus-scheme
REC Registered Electrical Contractor
Ring Fencing Identification and separation of business activities, costs, revenues and decision making within an integrated entity associated with a regulated monopoly service, from those that are associated with providing services in a competitive market.
RP Responsible Person – a role within the NEM that assigns the MP/MPB and MDP roles. RP is being replaced with the new MC role under PoC.
A feeder with a total feeder route length less than 200km, and which is not an urban Short Rural Feeder feeder, long rural feeder or an isolated feeder.
SI Portals Service Interactions Portals – the solution, comprising of portal and supporting infrastructure, that provides the functionality for external and internal parties to
interact with Energex and Ergon Energy via the web.
Page 147 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Supply Servicing Works – A Business to Business (B2B) transaction sent to the SSW Distributor requesting the Distributor to perform work relating to the customer’s connection of supply. i.e. overhead service installation or upgrade
The deemed contract for the connection and supply of electricity that applies Standard Connection between a Distributor and a customer who does not have a negotiated connection Contract contract. This is published as a schedule to the National Energy Retail Rules.
A distribution service provided by Ergon Energy that the AER has classified as a Standard Control Service under the National Electricity Rules. Includes network Standard Control services, some connection services (including small customer connections) and Type Service 7 metering services. Ergon Energy recovers our costs in providing Standard Control Services through the DUoS component of network tariffs which are billed to retailers.
Standing Data The set of 49 mandatory fields that must be published to MSATS for each NMI in the LNSP distribution area. Enables Retailers to perform NMI Discovery. This provides the minimal set of data that is required for market interaction. Responsibility for publishing most Standing Data elements rests with the local LNSP. Responsibility for and control of certain MSATS Standing Data elements resides with the MPB and MDP.
SUPAB/SMR Supply abolishment/Supply and Meter Removal. This is customer requested work that results in the DNSP and MP removing their assets from a site. The NMI will also be made extinct in the market.
Time (am/pm) Refers to Australian Eastern Standard (AEST) time.
TOHT The system designed to support Energex and Ergon Energy’s MDP in providing metering information (including readings) to MSATS and retailers.
TUoS Transmission Use of System
UMS Un-Metered Supply (e.g. bus shelters, traffic signals, public lighting, telephone cabinets, CCTV cameras).
Page 148 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
A feeder with annual actual maximum demand per total feeder route length greater Urban feeder than 0.3 MVA/km and which is not a short rural feeder, long rural feeder or an isolated feeder.
Waiver or Ring- Waivers apply to Ring-Fencing guidelines Fencing Waivered site
Page 149 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 2: PERFORMANCE OF B2B SERVICE ORDERS AT EXCLUDED AND REMOTE LOCATIONS (ENERGEX ONLY)
Work will only be performed at
Excluded Excluded locations Service Order Type Work performed by Standard timeframe locations Excluded Locations (Islands) on Excluded Locations “Far North” on “Other” and Remote generally Locations on Postcode 4183, Amity, Coochiemudlo Other Bay Islands (Russell Cooloola Cove, Rainbow Beach, Tin Dunwich, Herring Lagoon, Island, Lamb Island, Can Bay, Wallu Remaining Suburbs North Stradbroke Island and Karragarra Island, Perulpa included in Annexure Point Lookout Island, Macleay Island 3 De-energisations – Electrical worker 5 business days 10 business days Thursday Tuesday Wednesday Tuesday and Thursday physical (debt or vacant) Any business day
De-energisation (MSS) Non-electrical worker 5 business days 10 business days Thursday Tuesday Wednesday Tuesday and Thursday 1 As per Annexure 4
Re-energisations (read Non-electrical worker Same day if received 10 business days Thursday Tuesday Wednesday Tuesday and Thursday 2 only) prior to 1pm, otherwise As per Annexure 4 next business day Re-energisation (MSS Non-electrical worker Same day if received 10 business days Thursday Tuesday Wednesday Tuesday and Thursday 2 removal) prior to 1pm, otherwise As per Annexure 4 next business day
Page 150 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Work will only be performed at
Excluded Excluded locations Work performed Excluded Locations “Far North” Service Order Type Standard timeframe locations Excluded Locations (Islands) on “Other” and Remote by on generally Locations on Postcode 4183, Amity, Dunwich, Coochiemudlo Other Bay Islands (Russell Cooloola Cove, Rainbow Beach, Herring Lagoon, North Island, Lamb Island, Tin Can Bay, Wallu Remaining Suburbs Stradbroke Island and Point Karragarra Island, Perulpa included in Appendix Lookout Island, Macleay Island 4 Re-energisation Electrical worker Same day if received 10 business days Thursday, If request is received Tuesday, If request is Wednesday, If request is Tuesday and Thursday, If (physical with visual prior to 1pm, otherwise by 3pm Wednesday, work will be received by 3pm Monday, received by 3pm Tuesday, work request is received by 3pm Any business day inspection) next business day done next day (i.e. Thursday); work will be done next day will be done next day (i.e. Monday or Wednesday, work will otherwise work will be completed (i.e. Tuesday); otherwise work Wednesday); otherwise work be done next day (i.e. Tuesday & following Thursday. will be completed following will be completed following Thursday respectively); otherwise Customer details are to be Tuesday. Wednesday. work will be completed following provided in case appointment time Customer details are to be Customer details are to be Tuesday or Thursday. needs to be renegotiated with the provided in case appointment provided in case appointment Customer details are to be customer, in which case the DNSP time needs to be renegotiated time needs to be renegotiated provided in case appointment time will attempt to contact the with the customer, in which with the customer, in which case needs to be renegotiated with the customer, and if unsuccessful, will case the DNSP will attempt to the DNSP will attempt to contact customer, in which case the DNSP provide a ‘not complete’ response. contact the customer, and if the customer, and if will attempt to contact the unsuccessful, will provide a unsuccessful, will provide a ‘not customer, and if unsuccessful, will ‘not complete’ response. complete’ response. provide a ‘not complete’ response. Re-energisation Electrical Worker Same day if received 10 business days Thursday Tuesday Wednesday Tuesday and Thursday Any business day (physical without visual prior to 1pm, otherwise inspection) e.g. after de- next business day en for debt Special Reads (final, Non-electrical 4 business days 4 business days Thursday Tuesday Wednesday Tuesday and Thursday As per Annexure 4 check and no sub-type worker (transfer) reads) All other service orders Electrical Worker Timeframe set in EIC Timeframe set in Thursday Tuesday Wednesday Tuesday and Thursday Any business day EIC
1 This work is typically performed by a non-electrical worker, but there may be occasions where an electrical worker is sent to perform a physical de-energisation, but can only perform a MSS. In this case, the de-energisation physical restrictions will apply. 2 This work is typically performed by a non-electrical worker, but if this type of work is requested urgently/after hours, it may be performed by an electrical worker in which case the re-energisation will apply unless Energex, at its discretion, chooses to send a crew specifically for that job. NOTE: For all Service Order completions, timeframes can be outside the timeframes set in the EDNC where a date has been agreed with the Retailer or the Retailer on behalf of the customer.
Page 151 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 3: ENERGEX’S EXCLUDED AND REMOTE LOCATIONS
SUBURB POSTCODE TYPE Non-Electrical Electrical Worker Worker
Brookfield 4069 REMOTE Tues / Thurs Any Business Day
Pullenvale 4069 REMOTE Tues / Thurs Any Business Day
Upper Brookfield 4069 REMOTE Tues / Thurs Any Business Day
Anstead 4070 REMOTE Tues / Thurs Any Business Day
Amity Point 4183 EXCLUDED - Bay Islands Thursday Tuesday
Herring Lagoon 4183 EXCLUDED - Bay Islands Thursday Tuesday
North Stradbroke Island 4183 EXCLUDED - Bay Islands Thursday Tuesday
Point Lookout 4183 EXCLUDED - Bay Islands Thursday Tuesday
Dunwich 4183 EXCLUDED - Bay Islands Thursday Tuesday
Coochiemudlo Island 4184 EXCLUDED - Coochiemudlo Tuesday Any Business Day
Karragarra Island 4184 EXCLUDED - Other Bay Islands Wednesday Any Business Day
Lamb Island 4184 EXCLUDED - Other Bay Islands Wednesday Any Business Day
Macleay Island 4184 EXCLUDED - Other Bay Islands Wednesday Any Business Day
Perulpa Island 4184 EXCLUDED - Other Bay Islands Wednesday Any Business Day
Russell Island 4184 EXCLUDED - Other Bay Islands Wednesday Any Business Day
Wolffdene 4207 REMOTE Tues / Thurs Any Business Day
Beechmont 4211 EXCLUDED Tues / Thurs Any Business Day
Numinbah 4211 EXCLUDED Tues / Thurs Any Business Day
Numinbah Valley 4211 EXCLUDED Tues / Thurs Any Business Day
Rathdowney 4211 EXCLUDED Tues / Thurs Any Business Day
Austinville 4213 EXCLUDED Tues / Thurs Any Business Day
Springbrook 4213 EXCLUDED Tues / Thurs Any Business Day
South Stradbroke Island 4216 EXCLUDED N/A N/A
Pine Creek 4275 EXCLUDED Tues / Thurs Any Business Day
Witheren 4275 EXCLUDED Tues / Thurs Any Business Day
Kooralbyn 4285 EXCLUDED Tues / Thurs Any Business Day
Page 152 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
SUBURB POSTCODE TYPE Non-Electrical Electrical Worker Worker
Woodhill 4285 EXCLUDED Tues / Thurs Any Business Day
Barney View 4287 EXCLUDED Tues / Thurs Any Business Day
Mt Lindesay 4287 EXCLUDED Tues / Thurs Any Business Day
Natural Bridge 4287 EXCLUDED Tues / Thurs Any Business Day
Palen Creek 4287 EXCLUDED Tues / Thurs Any Business Day
Running Creek 4287 EXCLUDED Tues / Thurs Any Business Day
Ardmory 4306 EXCLUDED Tues / Thurs Any Business Day
Dundas 4306 EXCLUDED Tues / Thurs Any Business Day
Harlin 4306 REMOTE Tues / Thurs Any Business Day
Wivenhoe Pocket 4306 EXCLUDED Tues / Thurs Any Business Day
Avoca 4306 EXCLUDED Tues / Thurs Any Business Day
Linville 4306 EXCLUDED Tues / Thurs Any Business Day
Moore 4306 EXCLUDED Tues / Thurs Any Business Day
Mt Stanley 4306 EXCLUDED Tues / Thurs Any Business Day
Western Avoca 4306 EXCLUDED Tues / Thurs Any Business Day
Aratula 4309 REMOTE Tues / Thurs Any Business Day
Charlwood 4309 REMOTE Tues / Thurs Any Business Day
Clumber 4309 REMOTE Tues / Thurs Any Business Day
Fassifern Valley 4309 REMOTE Tues / Thurs Any Business Day
Frazer View 4309 REMOTE Tues / Thurs Any Business Day
Moogerah 4309 REMOTE Tues / Thurs Any Business Day
Moogerah Dam 4309 REMOTE Tues / Thurs Any Business Day
Morincha 4309 REMOTE Tues / Thurs Any Business Day
Mt Edwards 4309 REMOTE Tues / Thurs Any Business Day
Tarome 4309 REMOTE Tues / Thurs Any Business Day
Bunburra 4310 REMOTE Tues / Thurs Any Business Day
Bunjurgan 4310 REMOTE Tues / Thurs Any Business Day
Page 153 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
SUBURB POSTCODE TYPE Non-Electrical Electrical Worker Worker
Cannon Creek 4310 REMOTE Tues / Thurs Any Business Day
Carneys Creek 4310 REMOTE Tues / Thurs Any Business Day
Coochin 4310 REMOTE Tues / Thurs Any Business Day
Croftby 4310 REMOTE Tues / Thurs Any Business Day
Maroon 4310 REMOTE Tues / Thurs Any Business Day
Maroon Dam 4310 REMOTE Tues / Thurs Any Business Day
Milford 4310 REMOTE Tues / Thurs Any Business Day
Mt Alfred 4310 REMOTE Tues / Thurs Any Business Day
Templin 4310 REMOTE Tues / Thurs Any Business Day
Wallace Creek 4310 REMOTE Tues / Thurs Any Business Day
Caboonbah 4312 REMOTE Tues / Thurs Any Business Day
Coal Creek 4312 REMOTE Tues / Thurs Any Business Day
Crossdale 4312 REMOTE Tues / Thurs Any Business Day
Mt Byron 4312 REMOTE Tues / Thurs Any Business Day
Somerset Dam 4312 REMOTE Tues / Thurs Any Business Day
Biarra 4313 REMOTE Tues / Thurs Any Business Day
Cooeeimbardi 4313 REMOTE Tues / Thurs Any Business Day
Cressbrook-Lower 4313 REMOTE Tues / Thurs Any Business Day
Gregors Creek 4313 REMOTE Tues / Thurs Any Business Day
Ivory Creek 4313 REMOTE Tues / Thurs Any Business Day
Mt Beppo 4313 REMOTE Tues / Thurs Any Business Day
Scrub Creek 4313 REMOTE Tues / Thurs Any Business Day
Toogoolawah 4313 REMOTE Tues / Thurs Any Business Day
Yimbun 4313 REMOTE Tues / Thurs Any Business Day
Moorang 4340 REMOTE Tues / Thurs Any Business Day
Mt Walker 4340 REMOTE Tues / Thurs Any Business Day
Rosevale 4340 REMOTE Tues / Thurs Any Business Day
Page 154 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
SUBURB POSTCODE TYPE Non-Electrical Electrical Worker Worker
Townson 4341 REMOTE Tues / Thurs Any Business Day
Adare 4343 REMOTE Tues / Thurs Any Business Day
Ingoldsby 4343 REMOTE Tues / Thurs Any Business Day
Junction View 4343 REMOTE Tues / Thurs Any Business Day
Mt Sylvia 4343 REMOTE Tues / Thurs Any Business Day
East Egypt 4344 REMOTE Tues / Thurs Any Business Day
Ballard 4352 REMOTE Tues / Thurs Any Business Day
West Heldon 4359 REMOTE Tues / Thurs Any Business Day
Moorina 4506 REMOTE Tues / Thurs Any Business Day
Bellthorpe 4514 REMOTE Tues / Thurs Any Business Day
Hazeldean 4515 REMOTE Tues / Thurs Any Business Day
Jimna 4515 REMOTE Tues / Thurs Any Business Day
Mount Kilcoy 4515 REMOTE Tues / Thurs Any Business Day
Royston 4515 REMOTE Tues / Thurs Any Business Day
Sandy Creek 4515 REMOTE Tues / Thurs Any Business Day
Sheepstation Creek 4515 REMOTE Tues / Thurs Any Business Day
Woolmar 4515 REMOTE Tues / Thurs Any Business Day
Coochin Creek 4519 REMOTE Tues / Thurs Any Business Day
Crohamhurst 4519 REMOTE Tues / Thurs Any Business Day
Cedar Creek (Caboolture) 4520 REMOTE Tues / Thurs Any Business Day
Jollys Lookout 4520 REMOTE Tues / Thurs Any Business Day
Kobble Creek 4520 REMOTE Tues / Thurs Any Business Day
Mount Samson 4520 REMOTE Tues / Thurs Any Business Day
Mt Glorious 4520 REMOTE Tues / Thurs Any Business Day
Mt Nebo 4520 REMOTE Tues / Thurs Any Business Day
Samsonvale 4520 REMOTE Tues / Thurs Any Business Day
King Scrub 4521 REMOTE Tues / Thurs Any Business Day
Page 155 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
SUBURB POSTCODE TYPE Non-Electrical Electrical Worker Worker
Laceys Creek 4521 REMOTE Tues / Thurs Any Business Day
Mount Pleasant 4521 REMOTE Tues / Thurs Any Business Day
Ocean View 4521 REMOTE Tues / Thurs Any Business Day
Baroon Pocket 4552 REMOTE Tues / Thurs Any Business Day
Booroobin 4552 REMOTE Tues / Thurs Any Business Day
Conondale 4552 REMOTE Tues / Thurs Any Business Day
Curramore 4552 REMOTE Tues / Thurs Any Business Day
Elaman Creek 4552 REMOTE Tues / Thurs Any Business Day
Maleny 4552 REMOTE Tues / Thurs Any Business Day
North Maleny 4552 REMOTE Tues / Thurs Any Business Day
Reesville 4552 REMOTE Tues / Thurs Any Business Day
Witta 4552 REMOTE Tues / Thurs Any Business Day
Wootha 4552 REMOTE Tues / Thurs Any Business Day
Cambroon 4552 REMOTE Tues / Thurs Any Business Day
Cooloolabin 4560 REMOTE Tues / Thurs Any Business Day
Bridges 4561 REMOTE Tues / Thurs Any Business Day
North Arm 4561 REMOTE Tues / Thurs Any Business Day
Valdora 4561 REMOTE Tues / Thurs Any Business Day
Verrierdale 4562 REMOTE Tues / Thurs Any Business Day
Lake Cootharabah 4565 EXCLUDED Tues / Thurs Any Business Day
Boreen Point 4565 EXCLUDED Tues / Thurs Any Business Day
Cooroibah 4565 EXCLUDED Tues / Thurs Any Business Day
Cooroibah Heights 4565 EXCLUDED Tues / Thurs Any Business Day
Cootharaba 4565 EXCLUDED Tues / Thurs Any Business Day
North Shore 4565 EXCLUDED Tues / Thurs Any Business Day
Ringtail Creek 4565 EXCLUDED Tues / Thurs Any Business Day
Teewah 4565 EXCLUDED Tues / Thurs Any Business Day
Page 156 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
SUBURB POSTCODE TYPE Non-Electrical Electrical Worker Worker
Amamoor Creek 4570 EXCLUDED Tues / Thurs Any Business Day
Brooloo 4570 REMOTE Mon / Wed / Fri Any Business Day
Bella Creek 4570 EXCLUDED Tues / Thurs Any Business Day
Coondoo 4570 REMOTE Tues / Thurs Any Business Day
Downsfield 4570 EXCLUDED Tues / Thurs Any Business Day
Imbil 4570 REMOTE Mon / Wed / Fri Any Business Day
Lake Borumba 4570 EXCLUDED Tues / Thurs Any Business Day
Neusa Vale 4570 REMOTE Tues / Thurs Any Business Day
Widgee Crossing 4570 EXCLUDED Tues / Thurs Any Business Day
Anderleigh 4570 EXCLUDED Tues / Thurs Any Business Day
Curra 4570 EXCLUDED Tues / Thurs Any Business Day
Goomboorian 4570 EXCLUDED Tues / Thurs Any Business Day
Kia Ora 4570 EXCLUDED Tues / Thurs Any Business Day
Neerdie 4570 EXCLUDED Tues / Thurs Any Business Day
Rossmount 4570 EXCLUDED Tues / Thurs Any Business Day
Toolara Forest 4570 EXCLUDED Tues / Thurs Any Business Day
Wallu 4570 EXCLUDED Far North Tues / Thurs Tuesday & Thursday
Wilsons Pocket 4570 REMOTE Tues / Thurs Any Business Day
Wolvi 4570 REMOTE Tues / Thurs Any Business Day
Como 4571 REMOTE Tues / Thurs Any Business Day
Kin Kin 4571 EXCLUDED Tues / Thurs Any Business Day
Coolabine 4574 REMOTE Tues / Thurs Any Business Day
Gherulla 4574 REMOTE Tues / Thurs Any Business Day
Kenilworth 4574 REMOTE Tues / Thurs Any Business Day
Moy Pocket 4574 REMOTE Mon / Wed / Fri Any Business Day
Obi Obi 4574 REMOTE Tues / Thurs Any Business Day
Cooloola Cove 4580 EXCLUDED - Far North Tues / Thurs Tuesday & Thursday
Page 157 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
SUBURB POSTCODE TYPE Non-Electrical Electrical Worker Worker
Tin Can Bay 4580 EXCLUDED - Far North Tues / Thurs Tuesday & Thursday
Rainbow Beach 4581 EXCLUDED - Far North Tues / Thurs Tuesday & Thursday
Inskip 4581 EXCLUDED - Far North Tues / Thurs Tuesday & Thursday
Page 158 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 4: COMPLETION OF STANDARD B2B SERVICE ORDERS - NMI CLASSIFICATION SMALL (ERGON ENERGY ONLY)
NOTE: As per the EDNC all preconditions must be satisfied.
Feeder type through which Standard service order the customer’s premises is Time required for completion of works type supplied 5 business days of receipt of a valid service CBD feeder/Urban feeder order request and all relevant documentation. 10 business days of receipt of a valid service Short rural feeder order request and all relevant documentation. Establish Supply 10 business days of receipt of a valid service Long rural feeder order request and all relevant documentation. 30 business days of receipt of a valid service Isolated feeder order request and all relevant documentation. If a valid service order request is received by 1.00pm on a business day, then on the same CBD feeder/Urban feeder day. Otherwise the next business day. The next business day after receipt of a valid Reconnection Short rural feeder service order request.
10 business days of receipt of a valid service Long rural feeder/Isolated order request. feeder
5 business days of receipt of a valid service CBD feeder/Urban order request. feeder/Short rural feeder Disconnection 10 business days of receipt of a valid service Long rural/Feeder isolated order request. feeder 4 business days of receipt of a valid service CBD feeder/Urban feeder order request. 4 business days of receipt of a valid service Short rural feeder order request.
Special Read 5 business days of receipt of a valid service Long rural feeder order request. By the business day agreed between the distribution entity and the retailer after receipt Isolated feeder of a valid service order request. 5 business days of receipt of a valid service Supply Alterations CBD feeder / Urban feeder order request and all relevant documentation.
Page 159 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Feeder type through which Standard service order the customer’s premises is Time required for completion of works type supplied 10 business days of receipt of a valid service
Short rural feeder order request and all relevant documentation. Exchange meters Install meters 10 business days of receipt of a valid service Move meters Long rural feeder order request and all relevant documentation. Install controlled load Install hot water meter 30 business days of receipt of a valid service and control equipment Isolated feeder order request and all relevant documentation. 20 business days of receipt of a valid service CBD feeder / Urban feeder order request. By the business day agreed between the distribution entity and the retailer after receipt Short rural feeder of a valid service order request.
Meter Reconfigurations By the business day agreed between the distribution entity and the retailer after receipt Long rural feeder of a valid service order request. By the business day agreed between the distribution entity and the retailer after receipt Isolated feeder of a valid service order request. 15 business days of receipt of a valid service CBD feeder/Urban feeder order request. 15 business days of receipt of a valid service Short rural feeder order request. Meter Investigation 15 business days of receipt of a valid service Long rural feeder order request. 30 business days of receipt of a valid service Isolated feeder order request. 20 business days of receipt of a valid service CBD feeder/Urban feeder order request. By the business day agreed between the distribution entity and the retailer after receipt Short rural feeder of a valid service order request.
Supply Abolishment By the business day agreed between the distribution entity and the retailer after receipt Long rural feeder of a valid service order request. By the business day agreed between the distribution entity and the retailer after receipt Isolated feeder of a valid service order request.
Page 160 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Feeder type through which Standard service order the customer’s premises is Time required for completion of works type supplied The timeframe will depend on the work requested and will be subject to commercial negotiation between the distribution entity and CBD feeder/Urban feeder the retailer after receipt of a valid service order request. The timeframe will depend on the work requested and will be subject to commercial negotiation between the distribution entity and Short rural feeder the retailer after receipt of a valid service order request. Miscellaneous Services The timeframe will depend on the work requested and will be subject to commercial negotiation between the distribution entity and Long rural feeder the retailer after receipt of a valid service order request. The timeframe will depend on the work requested and will be subject to commercial negotiation between the distribution entity and Isolated feeder the retailer after receipt of a valid service order request.
Page 161 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 5: ACCESS MATRIX (ENERGEX)
Service Order Details Access Required To
Premises Main Switchboard Metering Equipment Sub-board Other
Includes the equipment Access to the premises Controls the supply of used to record means that access is electricity to premises consumption or control A control panel, usually Requestor Service Order Type Work Being required inside the and contains the main load at a customer’s inside the customer's Additional access Performed (Subtype) customer's home or switch/es, and may premises, for example premises, that contains requirements that may be business. All work will contain the fuses or the meter, the relay, and circuit breakers and required for certain require access to the circuit breakers, and current transformers that may contain the service order types. customer's property, e.g. safety switches. It may or may or may not be customer's safety without having to go may not contain the contained within the switch. through locked gates. metering equipment. customer’s main switchboard.
Customer to ensure no site Yes. Note: the field crew Yes, for multiple access issues, e.g. locked Not required, unless main will leave the main switch occupancies only as Establish Permanent N/A – meter is installed as site fencing, road closed in Retailer Establish Supply switchboard is inside off and taped on Energex is required to Supply part of this request uncompleted estates, premises. completion of the new verify the unit to meter scaffolding which could connection. relationship. block access.
Establish Temporary N/A – meter is installed Retailer Establish Supply Not required Yes Not required Supply as part of this request.
No access is required to the solar main switch; however, if access is Meter Reconfiguration provided, the field worker
Not required, unless main will leave the solar main Metering Service No longer applies for Retailer switchboard is inside Yes Yes Not required switch in the same position Works Energex for premises. (i.e. on or off) as it was Solar PV (Meter found. Churn)
No access is required to the solar inverter.
Page 162 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Service Order Details Access Required To
Requestor Service Order Type Work Being Premises Main Switchboard Metering Equipment Sub-board Other Performed (Subtype)
Yes, need access to the appliance, e.g. pool pump, Not required, unless main dishwasher, where load switchboard or appliance control is being applied to Metering Service Retailer Install Controlled Load that is being load Yes Yes Not required confirm appliance exists Works controlled is inside and the connection is premises. consistent with the Queensland Government Gazette. Yes, need access to the Not required, unless main hot water system to verify Metering Service switchboard or hot water Retailer Install Meter Yes Yes Not required element size is consistent Works controlled is inside with Queensland premises. Government Gazette.
Not required, unless main Retailer Supply Service Works Supply Alteration switchboard is inside Yes Yes Not required premises.
Requires customer to be Various Sub Types on site if any personal Yes – including access to items are in the property to the power points, light Physical Visit ensure field worker is not Retailer Re-energisation fittings, and any structure Yes Yes Yes accused of theft and not to confirm if power is Visual safety required to move personal connected. inspection property in order to complete the examination.
Yes as de-energisation Not required, unless main Yes because de- Various Sub Types could have been Retailer Re-energisation switchboard is inside energisation could have Not required New Read Required conducted by main switch premises. occurred at the meter. seal.
Various Sub Types Not required, unless main Not mandatory, but Retailer Re-energisation switchboard is inside Yes, need to replace seal. preferred to allow meter Not required (MSS removal) premises. reading
Page 163 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Service Order Details Access Required To
Requestor Service Order Type Work Being Premises Main Switchboard Metering Equipment Sub-board Other Performed (Subtype)
Various Sub Types Retailer Re-energisation Not required Not required Yes Not required Read Yes, as main switch is Not mandatory, but Various Sub Types Not required if pole, pillar, required to be turned off to preferred to allow meter Retailer De-energisation post de-energisation can Not required de-load the installation reading and to assist in Commercial be performed. prior to de-energisation. identifying the premises. Not required.
Various Sub Types Not mandatory, but Not required if pole, pillar, Where possible, retailer to preferred to allow meter Retailer De-energisation post de-energisation can recommend to customer to Not required Single dwelling - reading and to assist in be performed. switch off main switch domestic identifying the premises. (esp. if three-phase supply). Not mandatory, but May be special access Various Sub Types Not required, unless main preferred to allow meter Yes, need access to apply arrangements required Retailer De-energisation switchboard is inside reading, and would allow Not required main switch seal. with body corporate or Multiple occupancy premises. de-energisation via meter building manager. isolation link if it exists. Not required, unless Metering Service Retailer Meter Reconfiguration main switchboard is inside Yes Yes Not required Works premises. Meter Investigation Not required, unless Metering Service Retailer main switchboard is inside Yes Yes Not required Works Inspection premises. May be required for Meter Investigation Not required, unless main Requires customer to be Metering Service multiple occupancies, Retailer switchboard or sub-board Yes Yes on site to discuss meter Works especially if transposed Meter Test is inside premises. test results. metering is suspected. Final Check Not required unless meter Retailer Special Read Not required Yes Not required No Sub Type is inside premises. (Transfer) May be required if Require access to Retailer Supply Service Works Supply Abolishment underground fuses are on Yes Yes Not required service wire the premises. Miscellaneous Depends on the service Retailer No Sub Type Services being requested.
Page 164 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Service Order Details Access Required To
Requestor Service Order Type Work Being Premises Main Switchboard Metering Equipment Sub-board Other Performed (Subtype)
Not required unless meter Network Cycle Meter Reading Cycle Meter Reading Not required Yes Not required is inside premises.
Not required unless meter Network Maintain Meter Maintain Meter Yes Yes Not required is inside premises.
Not required unless meter Network Maintain Relay Maintain Relay Yes Yes Not required is inside premises. Customer may need to be on site if tree is on a May need access to the special register for tree not Network Tree Trimming Tree Trimming customer’s premises if tree Not required Not required Not required to be cut; must consult is in the service line. with customer before cutting. Yes, required to do polarity Not required unless main Not required, unless Overhead Service Overhead Service testing on switchboard or Network switchboard is inside changing point of Not required Replacement Replacement change point of premises. attachment. attachment.
Page 165 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 6: ACCESS MATRIX (ERGON ENERGY ONLY)
Service Order Details Access Required To
Work Being Service Order Requestor Performed Premises Main Switchboard Metering Equipment Sub-board Form A Other Type (Subtype)
Access to the premises Controls the supply of Includes the equipment A control panel, usually Form A - Additional means that access is required electricity to premises and used to record consumption inside the customer's Work Ready access inside the customer's home or contains the main or control load at a premises, that contains for Inspection requirements that business. All work will require switch/es, and may contain customer’s premises, for circuit breakers and may Form from may be required for access to the customer's the fuses or circuit example the meter, the contain the customer's the certain service property, e.g without having to breakers, and safety relay, and current safety switch. Customers order types. go through locked gates. switches. It may or may not transformers that may or Registered contain the metering may not be contained within Electrical equipment.(see note 1) the customer’s main Contractors switchboard. is also required. (see note 2) Not required, unless main Yes. Note: the field crew N/A – meter is installed Yes, for multiple Yes Customer to switchboard is inside will leave the main switch's as part of this request occupancies only as Ergon ensure no site premises. off and attach a warning Energy is required to verify access issues, e.g. Establish sticker over the switch on the unit to meter locked site fencing, Supply Service Retailer Permanent completion of the new relationship. road closed in Works Supply connection. uncompleted estates, scaffolding which could block access. Not required Yes N/A – meter is installed Not required Yes Establish Supply Service as part of this request. Retailer Temporary Works Supply
Establish Supply Service Temporary in Works Permanent
Page 166 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Service Order Details Access Required To
Work Being Service Order Requestor Performed Premises Main Switchboard Metering Equipment Sub-board Form A Other Type (Subtype)
Not required, unless main Yes Yes Not required Yes No access is switchboard is inside required to the premises. solar main switch; however, if access is provided, the field worker will Meter Services Meter Retailer leave the solar Work Reconfiguration main switch in the same position (ie on or off) as it was found. Note access is required to the solar inverter. Not required, unless main Yes Yes Not required Yes Yes, need switchboard or appliance that access to the is being load controlled is appliance, e.g. pool inside premises. pump, dishwasher, where load control is being applied to Meter Services Install Retailer confirm appliance Work Controlled Load exists and the connection is consistent with the Queensland Government Gazette. Not required, unless main Yes Yes Not required Yes Yes, need switchboard or hot water access to the hot controlled is inside premises. water system to Supply Service Supply verify element size Retailer Works Alteration is consistent with Queensland Government Gazette.
Page 167 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Service Order Details Access Required To
Work Being Service Order Requestor Performed Premises Main Switchboard Metering Equipment Sub-board Form A Other Type (Subtype)
Yes Yes Yes No, unless Preferred option Yes – including access to the a Form B is to have an power points, light fittings, and premise occupant (not a any structure or outbuilding defect notice minor) at the supplied from the premises has been premises for the full (e.g.submained shed) to previously access window,
confirm if power is connected. issued for particularly if Various serious personal items are Re- Subtypes Retailer defects that at the premise. Or energisation (Visual Safety require an leave a key in the Inspection (VSI) Electrical letter box or meter ) Contractor to box. repair and a Form A is then required before the re- energisation. Not required, unless main Yes, as de-energisation Yes, because de- Not required No Preference switchboard is inside could have been energisation could have Various Re- premises. conducted at the main occurred at the meter. Retailer Subtypes energisation switchboard. (MSS)
Not required, unless main Yes, need to replace Yes, need to replace seal Not required No switchboard is inside seal. and obtain meter reading. Re- Various Retailer premises. energisation Subtypes
Not required Not required Yes Not required No Re- Retailer (MSS) energisation
Commercial Yes, as main switch is Yes, to obtain meter Not required No Not required if pole, pillar, post required to be turned off to reading and to assist in Various De- de-energisation can be de-load the installation identifying the premises. Retailer Subtypes energisation performed. prior to de-energisation. (MSS)
Page 168 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Service Order Details Access Required To
Work Being Service Order Requestor Performed Premises Main Switchboard Metering Equipment Sub-board Form A Other Type (Subtype)
Single dwelling - domestic Not required. Yes, to obtain meter Not required No Not required if pole, pillar, post Where possible, retailer to reading and to assist in de-energisation can be recommend to customer to identifying the premises. Various De- performed. switch off main switch (esp Retailer Subtypes energisation if three-phase supply). (MSS)
Multiple occupancy Yes Yes, to obtain meter Not required No May be special Not required, unless main reading and to assist in access Various switchboard is inside identifying the premises. arrangements De- Retailer Subtypes premises. required with body energisation (MSS) corporate or building manager.
Not required, unless main Yes Yes Not required Yes switchboard is inside Meter Services Meter premises. Retailer Work Reconfiguration
Not required, unless main Yes Yes Not required No switchboard is inside Meter Meter Services premises. Retailer Investigation - Work Inspect
Not required, unless main Yes Yes May be required for No Requires switchboard or sub-board is multiple occupancies, customer to be on Meter inside premises. especially if transposed site to discuss Meter Services Retailer Investigation - metering is suspected. meter test results. Work Test
Not required unless meter is Not required Yes Not required No Final, Check , inside premises. Retailer Special Read No sub-type (transfer)
Page 169 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Service Order Details Access Required To
Work Being Service Order Requestor Performed Premises Main Switchboard Metering Equipment Sub-board Form A Other Type (Subtype)
May be required if Yes Yes Not required Supply Require access underground fuses are on the Abolishment to service wire Supply Service Supply premises. Form signed Retailer Works Abolishment by the customer required. Depends on the service Depends Miscellaneous Miscellaneous being requested. on the Retailer B2B B2B service requested.
Not required unless meter is Not required Yes Not required No Cycle Meter Cycle Meter inside premises. Network Reading Reading
Not required unless meter is Yes Yes Not required No inside premises. Network Maintain Meter Maintain Meter
Not required unless meter is Yes Yes Not required No inside premises. Network Maintain Relay Maintain Relay
May need access to the Not required Not required Not required No Customer may customer’s premises if tree is need to be on site if in the service line. tree is on a special register for tree not Network Tree Trimming Tree Trimming to be cut; must consult with customer before cutting. Not required unless main Yes, required to do Not required, unless Not required switchboard is inside polarity testing on changing point of Overhead Overhead premises. switchboard or change attachment. Network Service Service point of attachment. Replacement Replacement
Page 170 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 7: THEFT AND TAMPERING REPORT (FORM 1170)
Page 171 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Page 172 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 8: EXAMPLE OF ELECTRICAL WORK REQUEST (EWR) EMAIL SENT TO RETAILER Subject: Electrical Work Request (EWR) - EWR
Date Received: EWR Reference No.: EWR Retailer Name: If the request is for a New Connection, has the Customer applied for an account with a Retailer?: Not applicable Retailer Service Order No.: Date work will be ready for connection: National Metering Identifier (NMI): Surname (or Business Name): Given Name (or ABN No.): Mobile Phone No.: Home Phone No.: Work Phone No.: Contact Person (if different to Customer Name): Postal Address (if different to Installation Address): Unit/Shop No.: Premises Type: Street No.: Lot No.: Plan No. (RP/SP): Street Name: Street Type: Suburb: Postcode: Additional Address Information: Churn Meters on NMI: No Premises is exempt from PoC: No High Voltage Premises: No CoOrdination Required: No If this request is for a multiple-occupancy premises, how many requests will be submitted?: Do you anticipate that traffic control will be required to carry out this request?:
Connection Type: Reason for Request:
The following services must be provided by DNSP. Primary Service:
The following services must be completed by the Contestable Meter Provider. Primary Service:
Additional Information about Request: Pole / Pillar No.: Property Pole:
Page 173 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Meter Location:
Main Switchboard Location: Existing Meter No./s: ENERGEX Supply: Network Availability: Directions to access Main Switchboard: Metering Required: Installation Type: Preferred Network Tariff: Consumer Mains - No. of phases required: Consumer Mains - Maximum Demand: Consumer Mains - Cable Size (mm2): Sub Mains - No. of phases back to the main switchboard: Sub Mains - Sub-circuit Load: Sub Mains - Cable Size (mm2): Business Name: Electrical Contractor's Name: Electrical Contractor's Licence No.: Contact Phone No. for Enquiries: Fax No.:
Page 174 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 9: VSI PRIOR TO REMOTE RE-ENERGISATION
Page 175 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 10: QECMM CONTROLLED LOAD WIRING DIAGRAM
Page 176 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 11: EXAMPLE OF A NOTIFICATION OF METERING WORKS XML SCHEMA -
-
Page 179 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 12: RETAILER AND ELECTRICAL PARTNERS PORTAL INFORMATION
IMPORTANT: Each person must individually register and subscribe to the Retailer Portal. You cannot set others up on their behalf. Each Retailer must nominate to Energex or Ergon Energy a ‘primary contact’. The primary contact will be responsible for subscribing first and adding their Group (business) in the Retailer Portal. The primary contact is then responsible for sharing the Energex or Ergon Energy Group Reference number (EGX or ERG) to future users to subscribe to the Portal.
Primary Contact – Setting up the Retailer Business for the first time
1. Email the specific DNSP’s Retail Support requesting a Retailer Group Application Form. 2. Email completed Retailer Group Application From to the DNSP’s Retail Support : [email protected] / [email protected] 3. The DNSPs will email a Retailer Group Authorisation Code to the nominated contact.
Once the Authorisation Code has been received, the primary contact can then Register (see below) and then follow the below steps to create their retailer group: 4. Login into http://energex.com.au/energexportals / https://epp.ergon.com.au/epp/ to complete your subscription (after registering). 5. Select Retailer 6. Select Create a new Group (only if the business you are subscribing has not yet been set up in the Portal) 7. Enter in the DNSP’s Retailer Group Authorisation Code that has been sent to the email address you provided to the DNSP. You will need to click on Check to validate the authorisation number.
Page 180 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
8. As you are setting up your Group for the very first time, complete all Group business details and click on Next >>
9. Once you have completed the subscription process, you will be advised the DNSP Group Reference number (EGX or ERG) that you will need to share with future users who wish to join your Group (business) on the Retailer Portal.
NEED TO KNOW
If you are setting up your Group for the very first time, the Retailer Portal will automatically assign the first user to the role of Group Manager. As Group Manager you can search and view NMI / Premises Details and Service Orders and submit Connection Applications, as well as the responsibility to approve, decline or unsubscribe (remove) members from the Group. As a Member you can only search and view NMI / Premises Details and Service Orders and submit Connection Applications.
Any Group Manager can easily change your role or others inside the Retailer Portal under MyProfile.
Page 181 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
How to Register for the Retailer Portal
To access the Retailer Portal there is a simple registration process to complete. 1. Click on http://energex.com.au/energexportals or https://epp.ergon.com.au/epp/ 2. Click on Retailer Portal 3. Click on REGISTER NOW from the main login page
4. Enter the code and click Submit to continue.
5. You are required to enter all your details correctly. Ensure you click on Check Availability to ensure your username isn’t already in use.
Page 182 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Once you have completed the registration process, you will receive an email with a link which you will need to click on to complete your registration. Didn’t receive the email? Check that your junk mail settings are not blocking our emails. Look for emails from the DNSPs: [email protected] or [email protected]
How to Complete Subscription to the Retailer / Electrical Partners Portal
Once you’ve registered you’ll have your username and password.New users will receive an authorisation code from the Primary Contact for the retailer and join the Group. 1. Log into http://energex.com.au/energexportals / https://epp.ergon.com.au/epp/ to complete your subscription (after registering). 2. Select Retailer Portal 3. Select Join a Group using the DNSP’s Group Reference 4. Enter in the DNSP Group Reference that has been provided to you by the Group Manager (the nominated primary contact) of your business. You will need to click on Check to validate the Group Reference number.
Page 183 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
As you are setting up your Group for the very first time, complete all Group business details and click on Next >>
Once you have completed the subscription process, you will be advised the Energex Group Reference number (EGX) that you will need to share with future users who wish to join your Group (business) on the Retailer Portal.
Group Manager - Approve or Decline users to your Group
The Group Manager will receive an email each time a new member subscribes to their Group. It is the Group Managers responsibility to Approve or Decline their subscription. 1. Click on MyProfile in the black menu heading 2. Scroll down the page to the heading My Groups and click on Manage next to the correct Group Name.
Page 184 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
3. Look for the member who is requesting access to your Group and click on the action to either Approve or Decline their request. Approve will allow access to your Group (business) Decline will not allow access to your Group (business)
NEED TO KNOW An email is sent to the Member to advise the outcome of their subscription request, whether they have been approved or declined. An email is also sent to the Group Manager. Once a member is approved, they can access the Retailer Portal straight away.
General Information
The My Groups area will display all Groups (or businesses) you have subscribed to, your role and the status for that particular Group.
My Groups will look slightly different for all users depending on how you have been set up - whether you are Group Manager or a Member. Group Name - This is the business you have subscribed to Group Reference o You will see your ERG reference number which associates all users to the same Group My Role – Are you a Manager or a Member for your Group My Status – What is your subscription status? o Approved - your subscription been Approved by the Group Manager o Pending Approval - the Group Manager has yet to Approve or Decline your subscription Manage button – This button will only appear if you are set up as a Group Manager. The Manage button allows you to change a user’s role (Group
Page 185 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Manager or Member), approve or decline subscription requests and view all members associated with your Group.
Unsubscribe button – This button will only appear when your subscription request has been approved. If your subscription request is not approved, the button will display as Cancel Request. Change role – Member to Group Manager
There are two types of roles within the Retailer Portal; Group Manager and Member. Group Manager – can search and view NMI / Premises Details and Service Orders, as well as the responsibility to approve, decline or unsubscribe (remove) members from the Group. o Users who are set up as Group Manager will receive emails sent from the Retailer Portal when Group Manager or Member subscription details change. o If you are setting up your Group for the very first time, you will be automatically added as Group Manager. Member – can only search and view NMI / Premises Details and Service Orders. Click on MyProfile in the black menu heading Scroll down the page to the heading My Groups and click on Manage next to the correct Group Name
Look for the name of the user whose role you wish to change. From the drop down list select the role you now wish this user to have – Manager or Member. You will receive a pop-up box asking if you are sure you wish to make this change.
(Ergon Example)
Page 186 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Change Password and/or Username
Change your Password on the login page
You can change your Password on the Portals login page. 1. Click on Forgotten your Password? > link on the DNSP Portals login page.
2. Enter in your Email address and click Submit. You will then receive an email to that email address where you can enter in a new password.
Change your Password and Username from inside the Portal
Registration Details is the information you entered when you registered for access to Retailer Portal such as username, password and your unique email address. Changing these details can only be done via this area in the Retailer Portal. 1. Click on MyProfile in the black menu heading. 2. Click on Update Details under the Registration Details section.
Page 187 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
3. You will notice that a new tab or window has opened displaying all your Registration Details. To change any of these details you will need to click on UPDATE next to the relevant heading and make the relevant changes in the screen provided.
Page 188 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
ANNEXURE 13: HOW TO CREATE A CONNECT APPLICATION
To submit a New Connection Application on behalf of your customer, at MyCONNECT select New
The following is an Energex template example only:
Select Connection Type in box 1: New Connection Change an Existing Connection Embedded Generation (incl. Solar, Wind etc.)
Once New Connection is clicked select box 2 and choose either: Provision of New Network Connection (TBS or Permanent Connection) Provision of Unmetered Supply
Page 189 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Once Provision of New Network Connection (TBS or Permanent Connection) is clicked select box 3 and choose from the following: Construction (TBS) Position Permanent Position Transfer Construction from (TBS) to/from Permanent supply
Once a selection is made in box 3 the Portal will tell the user if a Connect is required – if so, click Next at the bottom of the screen:
Page 190 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Ensure the Applicant section is correct as the information will be populated in accordance with the Retailer pre-determined information once the Group is selected e.g. if an alternate email address is required, update.
NOTE: Applicant can be either Retailer or customer or other entity authorised by customer to submit a Connection Application on their behalf.
Page 191 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Complete Retail Customers’ details:
Conduct Premises/Address Search by: NMI Meter Number Address Lot and Plan
If Premises/Address can’t be found, select ‘Manually enter a new premises’, complete new premises details:
Page 192 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Complete Connection Details:
Complete Declaration section and select Submit:
NOTE: ‘I elect to expedite this application and connection offer’ is ticked as a default. Where a new premises has been manually entered a New Connection application cannot be expedited as a NMI needs to be created for the new address.
The following screen will be displayed:
Page 193 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
An offer will be generated once NMI has been created and an email sent to applicant as per default or updated details in Applicant Section, offer can then be viewed via the portal for acceptance. A user is able to see the applications they have raised.
If CONNECT application has been successfully expedited the following screen will be displayed:
Page 194 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
Non-Expedited Connect Agreement
If the customer or Retailer chooses to not expedite the connect agreement by unclicking the Expedite Application box and clicking Submit, the following screen will be displayed:
By electing not to expedite customer/Retailer or Electrical Contractor, proposed offer can be viewed by entering CONNECT reference number.
Page 195 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055 Queensland Market Participant Handbook
The offer can then be accepted.
Page 196 of 196 Reference <> Ver<> Ergon Energy Corporation Limited ABN 50 087 646 062 Energy Queensland Limited ABN 96 612 535 583 Energex Limited ABN 40 078 849 055