Changes to the Technical Advice Process

We would like to advise of an upcoming change to our Technical Advice service.

From the New Year, the Technical Advice Phone Line will be discontinued. All Technical Advice enquiries will need to be submitted through the Connections Portal (the same portal used for EWR and Application submissions).

We recognise this is a significant change for the industry and may take some adjustment. However, we believe this new process will deliver a fairer, more efficient service and support more timely responses.

________________________________________

📢 Why Not Start Now?

While this change will not take effect until the New Year, we encourage you to begin submitting Technical Advice enquiries through the Connections Portal now.

This will give you time to get comfortable with the new process and help ensure a seamless transition when all Technical Advice requests move online.

If you need additional support – there are work Instructions available here.

________________________________________

✅ Benefits of the new process

  • Allows Technical Advice (TA) to investigate your enquiry before contacting you, resulting in more informed responses and potentially saving time overall.
  • Provides responses in writing, ensuring that all advice and recommendations are documented in one place for your records.
  • Ensures all relevant information is provided upfront, helping us assess your request more accurately.
  • Improves visibility across the business, enabling teams including Customer Service Centre, Connection Services, Scheduling, and Service Connections to access and understand your case.
  • Provides the ability to attach supporting documentation, including:
    • Photos
    • Site plans
    • Drawings
    • Any other information required for assessment
  • Provides valuable insights into common enquiries, helping us identify opportunities to improve our Service and Installation Rules (SIR) and deliver additional industry education where needed.

________________________________________

Important Reminder

** If there is an immediate safety concern, please contact our fault centre on 132 004 **

To avoid delays, please ensure you submit your enquiry as early as possible and include all relevant and accurate information.

Incomplete submissions may delay our response and could prevent Technical Advice from providing the correct guidance required to ensure your connection proceeds successfully.

________________________________________

What this means for you:

From the New Year, all Technical Advice requests must be lodged via the Connections Portal. Phone-based Technical Advice enquiries will no longer be available