New way of managing customer work

The way we manage customer's electricity projects is changing

We're changing the way we work with customers. From 1 September 2025 customers will work with us directly, rather than go to Powerco Approved Contractors (PACs) to get their electricity projects done.

How's it going to work?

Customers, and agents working on behalf of customers (such as electricians), will use a new online form on our website, called Powerco Connect, to manage connection and modification requests. The online system allows us to assess each application, advise of costs, process payments and allocate work to our contractors.

For customers, Powerco Connect offers several features:

Job tracking: Customers can track the status of their jobs in real time.
Document management: Easily submit and manage required documents.
Easy communication: The ability to communicate directly with us.

Pricing

Customer work will be sorted into network ready, simple and complex work. Pricing for network ready work will involve standard fees. We will have structured fees for simple jobs, and flexible, detailed payment structures for complex work to ensure transparency and fairness for all customers.

Timing

Prior to 1 September 2025, please contact a Powerco approved contractor (PAC) who will use the existing process (known as the customer-initiated works or CIWe process) to complete the electricity work. From 1 September 2025 customers, and agents working on behalf of customers (such as electricians), will submit their requests for work using the new Powerco Connect form on our website.

Why is this change taking place?

We put our customers first and we’re continually looking for ways to improve our customers’ experience of working with Powerco.

By moving from our PACs working directly with customers, to a new Customer Works model where Powerco will manage the end-to-end customer experience we will have greater oversight of the quality, safety and the service we provide to customers.