Regulation

Ring-fencing

The Australian Energy Regulator (AER) has published a national Ring-fencing Guideline to promote competition in the electricity services market. The Guideline prevents Ausgrid, and all other Distribution Network Service Providers, from offering contestable electricity services that can be performed by any qualified electrical contractor.

Ausgrid is committed to ensuring it fully complies with the new Guideline from 1 January 2018. This will result in Ausgrid no longer being allowed to provide some electrical services such as upgrades and repairs within a customer’s property.

Customers will need to make their own arrangements for services that can no longer be offered by Ausgrid by engaging a suitably qualified electrical contractor. Our media release about ring-fencing provides additional information.

Finding an Accredited Service Provider

If you need an Accredited Service Provider (ASP) Level 1/2/3 to perform electrical services you can find a full list of ASPs at the Department of Planning and Environment.

Information Sharing Protocol

You can read our Information Sharing Protocol here.

Ausgrid is committed to fair dealing and to encouraging competition in contestable markets in compliance with the Ring-fencing Guideline.

Life Support Customers

Ausgrid can continue to restore power to registered life support customers reliant on life support equipment. 

Waivers

Read the waiver application here.

Vulnerable Customers

Ausgrid’s values around customer care and safety have lead to the implementation of a vulnerable customer protocol which is triggered when a customer has lost supply, met the strict vulnerability criteria and it has been assessed they will suffer further hardship and/or health and safety risks if supply isn’t restored immediately. Under such circumstances Ausgrid will carry out the necessary restoration work at no cost to the customer. You can read our vulnerable customer protocol here.