We're continuing to expand the portal to make it easier for customers and industry to manage connection services - here's what's new and what's coming next.

Customer Enquiry now live – ‘Request a Quote’ form retired 

The new Customer Enquiry service is now available in the portal, making it easier to engage with us during the early planning stages of a connection project. 

This service replaces the old ‘Request a Quote’ form, previously accessed through our standalone online form. It’s designed for early enquiries about possible changes to an existing connection – like increasing load, relocating the point of supply, or converting to three-phase.

Picture: A screenshot of the Customer Enquiry functionality in the new portal.

You’ll now benefit from a more guided form, the ability to upload supporting documents, and full visibility of your request once submitted – all in one place. 

Tip: If this is your first time using the portal, you’ll need to create a new account – even if you previously used REX.

Picture: SA Power Networks' Portal log-in screen

Branded SMS updates  

You’ll now receive SMS messages from a clearly branded sender, such as SAPNConnect, instead of random mobile numbers. 

Picture: SA Power Networks branded text message example.

This change makes it easier to recognise when a message is from us, helps build confidence in our communications, and makes it quicker to find previous updates in your SMS history. 

There’s nothing you need to do, all messages are now automatically sent from the new branded sender.

What’s next: New Service Provision

The next service coming to the portal is New Service Provision (NSP), one of the most common connection requests made by customers and electricians. Development is progressing well, and it’s on track to go live in the coming weeks.

While NSP won’t be the final service to move into the portal, it marks a major step forward. With Network Access Permits, Customer Enquiries, and Embedded Generation services already live, the addition of NSP will make the portal the most complete way to manage the majority of connection-related requests.

Other services will follow in the coming months, including:

• Tiger Tails
• Temporary Disconnections
• Alterations.

Start preparing for the transition from REX

With more services now live in the portal, now’s the perfect time to start familiarising yourself with the system, especially if you’ve only used REX in the past.

REX will remain available for a little while longer, but it will be phased out later in 2025. By creating an account and exploring the portal now, you’ll be ahead of the curve and ready for future updates.

We’re still welcoming new testers, so if you’d like to explore the system and share your thoughts, email us at portalfeedback@sapowernetworks.com.au.

A huge thank you to those who’ve already participated, your feedback has helped us fix bugs, refine the experience, and build a better platform for everyone.

You spoke, we listened: feedback feature coming soon

We are adding a new feature that lets you quickly rate your experience using the portal in the next few weeks.

Once it is live, after submitting a request, you’ll see a simple prompt with a four-point emoji scale and an optional comment box. This will give us insight into what’s working and where we can improve without taking up too much of your time.

The feedback is all about the portal experience, not the service itself, and it goes straight to the project team for review.

We’re continuing to roll out new features using a staged, user-driven approach – launching early, listening closely, and improving quickly.

Thanks for being part of the journey. Stay tuned to The Fuse for more updates as we expand the portal and make it easier than ever to work with SA Power Networks.

 

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