Retailers

Retailer FAQs

In an emergency

Call 13 13 88 (24 hours) for loss of supply, fallen wires, or other electrical emergencies.
Report power outages online via the power outage map. Fallen poles and wires can also be reported via the hazard form.

How do I ensure my customers receive SMS notifications for outages?

The easiest way for your customers to access this service is by their retailer providing Ausgrid with current and valid mobile numbers. As a retailer you can provide this information via Customer Data Notification (CDN), ensuring you provide a valid phone number with the correct service type of “Mobile Voice”.

More information on Customer Data Notification (CDN) can be found in B2B Procedure Customer and Site Details Notification Process v3.3 (aemo.com.au) page 21

More information on valid formatting of telephone information ca be found in B2B Procedure Technical Delivery Specification v3.3 (aemo.com.au) section 3.6 page 24.

More information on Ausgrid's SMS service can be found here: Power outage SMS service

Where can I find information on Business 2 Business procedures and technical requirements?

You can find relevant and helpful information on AEMO’s website AEMO | Business-to-business procedures.

How do I check whether an address is in the Ausgrid network area?

Use our postcode checker to find out whether your property is supplied by the Ausgrid electricity network. 

How do I organise De-energisation or Re-energisation?

Ausgrid supports re-energisation and de-energisation requests via a B2B De-energisation or Re-engerisation service order. 

Where can I find out more about the De-energisation (DNI & DNP) service order and procedure?

On receipt of your service order Ausgrid will disconnect where possible within 2 business days from your advised scheduled date provided within the service order excluding protection periods.

Where can I find out more about Re-energisation service order and procedure?

On receipt of your Re-energisation service order, Ausgrid will re-energise where possible within 2 business days from your advised scheduled date provided within the Re-energisation service order.

Does Ausgrid offer afterhours Re-energisations?

  • Yes, Ausgrid supports afterhours re-energisationsTo request an afterhours re-energisation, please send a re-energisation service order with a service time of non-business hours.
  • For detailed information on how to request an afterhours re-energisation, see the Ausgrid Re-energisation Reference Guide.

How do I cancel a De-energisation or Re-energisation Service Order?

  • Ausgrid supports cancelling De-energisation or Re-energisation service orders via market system, service order type = Cancel Service Order.
  • You do not need to email or call-in response to a Cancel De-Energisation or Re-energisation service order.
  • On receipt of the service order, Ausgrid will make best endeavours to cancel the request. Ausgrid will respond via the service order advising outcomes.

How do I organise a Remote De-energisation

  • Ausgrid is a Distributed Network Service Provider (DNSP) and as such is unable to offer remote de-energisation of the meter. These requests should be referred to the appropriate metering business identified for the NMI in MSATS.
  • Under the Gas and Electricity (Consumer Safety) Regulation 2018, retailers may arrange for, and metering providers can carry out, connection and disconnection of the premises. See NSW Fair Trading for further information on remote de-energisation.

When can I make a service order appointment?

Appointments are only available for a Special service order and a Re-energisation service order where NMI has a status of Power ON in MSATS and there is a history of access issues. Check the B2B services table below for which services offer appointments.  

Ausgrid offers AM or PM appointments. The appointment is only for a window of time:

  • AM: the meter reader will attend between 7am12pm obtain a reading
  • PM: the meter reader will attend between 12pm5pm to obtain a reading

Please ensure when requesting an appointment that the customer is available on site to provide access.

What B2B Service Order types are offered by Ausgrid?

Service Type Service Sub Type Offered by Ausgrid Ausgrid Appointment Offered? 
Allocate NMI Any    
De-energisation
Local meter disconnection
   
Pillar box / pole top
   
Recipient discretion     
Remove fuse    
Remote   (Ausgrid does not have any meter with this functionality)  N/A

Re-energisation

After disconnection for non-payment
 ✔  
Move in  ✔  ✔ NMI must have a status of Power ON in MSATS a history of access issues
New reading required
 ✔  ✔ NMI must have a status of Power ON in MSATS a history of access issues
Physical visit
 ✔   ✔ NMI must have a status of Power ON in MSATS a history of access issues
Recipient discretion  ✔   ✔ NMI must have a status of Power ON in MSATS a history of access issues
Remote   (Ausgrid does not have any meter with this functionality)  N/A
Retrospective move in
 ✔   ✖
Special Reads
Check read
 ✔  ✔ NMI must have a status of Power ON in MSATS a history of access issues
Final
 ✔  ✔ NMI must have a status of Power ON in MSATS a history of access issues
No sub type required to be provided  ✔  ✔ NMI must have a status of Power ON in MSATS a history of access issues

Metering Service Works

Change time switch settings

  (The retailer can use the Meter Reconfiguration sub type)   ✖
Install controlled load
  (The retailer can engage their MC)  ✖
Exchange meter
  (The retailer can engage their MC)  ✖
Install meter  ✖ (The retailer can engage their MC)  ✖
Move meter   (The retailer can engage their MC)  ✖
Remove meter   (The retailer can engage their MC)  ✖
Meter Reconfiguration
 ✔  ✖
Meter Investigation - Inspect
 ✔  ✖
Meter Investigation - Test  ✔  ✖

Supply Service Works

Establish permanent supply  ✖ (The retailer can engage a Class 2B or 2C ASP for this service)   N/A
Establish temporary supply  ✖(The retailer can engage a Class 2B or 2C ASP for this service)   N/A
Establish temporary supply in permanent  ✖ (The retailer can engage a Class 2B or 2C ASP for this service)   N/A
Supply alteration  ✖ (The retailer can engage a Class 2B or 2C ASP for this service)   N/A
Supply abolishment
 ✔
Temporary Isolation
 ✖(The retailer can engage a Class 2B or 2C ASP for this service)    N/A
Temporary Isolation - Group Supply (TIGS)  ✔  ✖ (TIGS are scheduled with an Ausgrid determined appointment time)
Tariff Change  ✔  ✖
Miscellaneous  N/A  ✖ (Ausgrid does not supply this service)  N/A

Where can I find more information about Ausgrid Network Billing B2B processes?

  • Information on how often Ausgrid fees are levied, billing periods and how to raise a query or dispute in relation to NUOS and Ancillary Services is available in the ES12 on page 7.
  • AEMO B2B Process information can be found here

Where can I find more information about B2B processes?

Network Billing – B2B Specifications and National Electricity rules

The below links outline the requirements for sending and receiving network charges, disputes and remittance files.

Market Operational NSW rules

When will Ausgrid update the metering data in MSATS?

  • To update metering in MBS, Ausgrid must receive the required change requests, NOMW and NEM 12 file from your Meter Data Provider (MDP).
  • To ensure timely update of metering data in MSATS, you will need to liaise with the Meter Data Provider to organise the submission of this data.

Further information is available in the ES12 on page 21.

How do I request a customer address to be updated in MSATS?

Accurate address information is important, to update and address in MSATS, Ausgrid requires a copy of rates notice or a letter from the council.

  • To organise an address update please email a copy of either the customers rates notice or a letter from the council advising the correct addressing information to datanorth@ausgrid.com.au.
  • Once we have received your request Ausgrid will update the address to reflect the information provided within the official documents.

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