The example

A homeowner in Bateau Bay finds a defect notice on the meter box after an Ausgrid patrol: private pole decayed at ground line, 21 days to rectify. Here is how it actually goes.

Day 1: the phone call

They send a photo of the notice and a photo of the pole. From those we can see it is a standard 9.5m hardwood pole with an overhead service, clear access down the side of the house. We give a verbal range and book a site visit for the day after next.

Day 3: inspection and quote

On site we confirm the pole is unserviceable, check the service line (in this case it is sound and can be transferred), check the point of attachment, and measure the run. The quote goes out that evening: fixed price, itemised, includes disposal and paperwork.

Day 4: acceptance and notification

Quote accepted. We lodge the Notification of Service Work with Ausgrid the same day and book the pole truck. The customer is told the outage will be a few hours on install day.

Day 9: the work

Crew on site at 7am. Supply isolated at the pole. Old pole dug out, new footing, new pole stood and plumbed, brackets and insulators fitted, service line transferred and re-tensioned, point of attachment checked. Testing complete by early afternoon. Energisation requested; supply back on. Old pole removed from site.

Day 10: paperwork

The CCEW is issued and emailed to the customer. Ausgrid is notified that the defect is rectified, referencing the notice number.

Day 12 to 15: close-out

For a pole replacement Ausgrid may schedule a reinspection. When it clears, the defect is closed on their system. The customer keeps the CCEW with the house documents. Done with a week to spare.

What changes the timeline

  • Urgent notices compress everything: inspection same day, work within 48 to 72 hours.
  • Storm season stretches it. After a big east coast low, every Level 2 on the Coast is flat out and Ausgrid's queue grows too. Book early.
  • Scope creep. If the inspection finds the service line or meter panel also needs work, the job grows. Better to know on day 3 than day 9.
  • Access. Tenants, locked gates, dogs, a pole behind a shed. Sort access before install day.

More on what the notices mean in our defect notice guide, and the service itself on the defect rectification page.