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Enegex Cutomer Charter Form

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Enegex Cutomer Charter Form Energex Customer Charter For residential and small business customers energex Contents 1. The Energex Customer Charter 1 Energex is your electricity distributor 1 What is this Where is the Energex network? 1 Customer Charter? Access to information 1 We have developed this 2. About your electricity supply 2 Customer Charter to The services and support that we provide 2 explain what we do for you, Reliability of supply 2 your entitlements and the obligations that we have to Planned interruptions 2 each other. Quality of supply 3 It is an outline of many of Your connection 4 the terms and conditions Reconnection of your premises 5 contained in the Deemed Disconnection of supply 5 Standard Connection Charges 6 Contract, which is the legally 3. About your property 7 binding agreement between us under the energy laws. Access to your premises 7 This charter applies to you Your electricity meter 7 if you draw your electricity Trees and vegetation on your property 8 supply directly from the Private powerlines and power poles on your property 8 Energex network. 4. What you can expect from Energex 9 Information regarding energy Appointments 9 competition and energy Hot water problems 9 retailers is available on the Privacy 9 Australian Energy Regulator website aer.gov.au Queries or complaints 9 Guaranteed Service Level (GSL) payments 10 5. Electrical safety 11 Safety switches 11 Insist on a Certifcate of Electrical Safety 11 Stay clear of powerlines, substations and apparatus 11 6. General information 12 Solar photovoltaic (PV) obligations 12 What to do if you lose supply 12 Keeping Energex and your retailer informed of changes 12 Our contractors 12 Illegal use and interference 12 Obligations if you are not an owner 12 7. How to contact us 13 The Energex 1 Customer Charter This Customer Charter outlines Energex’s relationship with you. It summarises the rights and obligations associated with the provision of Customer Connection Services – what Energex, as the electricity distributor, will do for you and how you can assist us. Energex is your electricity Access to information distributor You are able to access a range of information from Energex about your electricity supply. We are your electricity distributor in South East Queensland. We manage the electricity Your electricity installation network, and are responsible for the safe delivery of reliable electricity to you. Our 1. Energex and your electricity meter – how to services include the planning, construction, provide safe entry, read a meter and check operation and maintenance of the powerlines its reliability and cables needed to bring electricity to your 2. Safety switches home or business. Your electricity retailer is the company from whom you buy your electricity. 3. Property poles and privately owned Your electricity retailer will send your electricity powerlines bill. Your retailer will also arrange the supply of energy services such as green energy, and Electrical safety arrange changes to your electricity account 4. Take care, stay line aware - safety around e.g. if you move house. You will have a separate our network contract with your retailer for the purchase of electricity. Vegetation control and trees near powerlines Where is the Energex 5. Trees and powerlines – keeping your network? community safe Energex distributes electricity to over 1.4 million 6. Safetree – your guide to ’powerline friendly homes and businesses – that’s more than 3.4 approved’ plants million people – in South East Queensland, including greater Brisbane, Sunshine Coast and Voltage disturbances and fuctuations Gold Coast. Our supply area runs from just north 7. About your electricity supply of Gympie, south to the NSW border and west to the foothills of the Great Dividing Range. 8. Loss or damage to property or appliances – how to claim against Energex 9. Electric and magnetic felds Customer services 10. Guaranteed service levels 11. Support for customers with special requirements – Life Support Program 12. Standard complaints and dispute resolution procedure 13. Responsibilities of owning a micro embedded generator (solar PV system) 1 About your 2 electricity supply This section explains the services that we provide, the standards we meet and how to access our services. The services and support Reliability of supply that we provide We strive to provide our customers with a supply of electricity that is safe, reliable and of a quality As your electricity distributor, we are responsible which will not adversely affect any appliances for providing your premises with a connection to or equipment at your premises. Unfortunately, the electricity supply network, enabling you to many circumstances beyond our control mean access a safe and reliable supply of electricity. that we can never guarantee that your supply As a customer of Energex, you can expect that will not be disrupted without warning. Causes we will: of these power outages include damage from debris carried by storms and strong winds, • Provide, install and maintain our equipment lightning strikes, damage to cables, birds and up to the connection point (most commonly wildlife coming into contact with powerlines, where our wires frst attach to your equipment failure and vehicles striking power property) in a manner that is sensitive to the poles. In many cases, your information can assist local environment us in identifying and attending to faults quickly. • Use our best endeavours to provide you We always aim to restore power promptly with a safe and reliable supply of electricity following a power supply interruption. in accordance with the Deemed Standard Sometimes, though, we cannot guarantee Connection Contract restoration within a set time. Any power • Test and inspect metering equipment to restoration information we provide to you either enable accurate billing of the electricity that directly or through the media must be treated as you use and to enable us to comply with a guideline only. regulatory and legislative requirements We operate a 24-hour information service • Provide readings and information about to keep you informed as to the nature of the your energy consumption on request emergency and where reasonably possible, an estimate of when electricity will be restored. We • At your request and within 10 business days, provide this information through the media, on provide you with any information regarding our website and through our telephone service a power outage or possible variation of the 13 62 62. quality of the power supply outside our standards. A copy of the Deemed Standard Connection Planned interruptions Contract is available on our website. There are a number of reasons why we may need to interrupt the power supply. We may be taking action to prevent, rectify or avoid an emergency or to maintain the network to ensure The responsibility for all the reliability of supply. equipment and wiring beyond the If we do plan to interrupt the power supply, we meter rests with you. intend to give you at least four business days’ notice of the interruption. Notifcation methods of a planned interruption may include: • A notice in your letter box • Notice in your local newspaper • Other forms of media. 2 For urgent work where a failure to carry out Quality of supply repairs could result in an emergency or create a risk to the community or our staff, we may need The quality of your electricity supply can be to isolate supply without prior notifcation. impacted by external events, such as faults, or by others connected to the network, possibly For information on planned power outages go leading to interruptions or variations in voltage. to the Planned Outages page at energex.com. au or contact 13 12 53. Protecting your appliances or equipment Your right to information Voltage variations, often known as a “power surge” (increased voltage) or a “brown out” In the event of an interruption of supply or (reduced voltage), can sometimes damage your quality of supply problems we are happy to appliances and equipment. provide you with an explanation on request. If you need a written explanation we will provide We ask our customers to consider the risk to it within 10 business days, or for more complex their home appliances or business operation situations, we will give you an estimate of how should power fail or be subject to a voltage long it will take for us to provide the appropriate variation. In cases where your business may not information. be able to operate, or your equipment is vital to your wellbeing, we strongly recommend taking Visit energex.com.au to submit a Network precautions to protect your equipment. These Outage information request form or call 13 12 53. types of precautions would include: Life support equipment • Surge diverters or surge arrestors, often installed in a switchboard or a plug-in If you or someone living at your premises adaptor requires life support equipment its important that you register with your electricity retailer • A line conditioner or Uninterruptible Power or Energex with confrmation from a registered Supply (UPS) practitioner. We will: • Regularly backing up the data from your • Provide you with an emergency contact computer number should your power be interrupted • Turning off equipment at the power point or if you have any queries about your power when they are not in use for a period of time supply • Turning off your appliances if you suspect • Provide you with information to help prepare power fuctuations or possible damage. an action plan on what to do should your power supply be interrupted Should you believe that a voltage fuctuation may have been responsible for damage to your • Notify you in writing at least four business appliances, you can contact Energex for further days in advance whenever we plan to do information. In most cases, the causes of voltage work in your area that requires your power fuctuations are outside our control.
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