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11 Consumers 377• interference with the supply of energy to It is an offence to consume electricity, ora third partycause electricity to be wasted or diverted• interference with the distributor’s equiptodo so under an energy contract (ES Act,from a distribution system unless authorisedment at the premisess 64). The same applies for gas (GS Act,• meter tampering (NERR, Rule 119(2)). s 65).[11.530] Maintenance and upgrade ofservicesThe distributor is responsible for ensuringthe safety and reliability of electricity andgas supply to customers up to the point ofconnection with the customer’s installation.For electricity, this point is commonlylocated:• for overhead connections, at the point theservice is attached to the building (or thecustomer’s first private pole)• for underground connections, at the meterbox which is typically on the wall ofthe building. In some cases, the point ofsupply is the point at which the servicecrosses the boundary of the property or ata private ground-level connection cubicle.For gas, the point of supply will be wherethe customer’s installation joins with thedistribution main.Distributors are responsible for maintainingthe wires, poles and pipes up to thepoint of supply; for example, fixing fallenpower lines or broken gas pipes in the street.Maintenance of the meter is also the responsibilityof the distributor regardless of whereit is located.Gas distributors also have certain obligationswith respect to pipes or other itemsbetween the boundary and the customer’smeter. However, the customer may be requiredto pay for any installation or upkeepof these items.Property owners are responsible for themaintenance of electricity and gas installationsfrom their side of the point ofconnection. This includes maintaining theprivate poles, wires and pipes inside aresidence.Property owners are responsible for thecosts of new connections to distributionnetworks. This includes the connection betweenthe point of connection on theirproperty to the network. New connectioncosts can be very expensive and -customersshould contact their energy retailer for moreinformation before proceeding, particularlyif purchasing a property in a rural area or ina new residential estate as this may requireextending the network or increasing itscapacity. For more information see the AER’sConnection Charges Guideline, which cameinto force in NSW on 1 July 2014.[11.540] Customer service standardsEnergy distributors in NSW must adhere toa minimum level of customer service. Thedistribution service standards in the NERRrequire distributors to:• maintain a 24 hour fault reporting hotlineservice (Rule 85)• provide information about the customer’susage or the distributor’s charges toeither the customer or their retailer(Rule 86)• refer a residential customer to an interpreterservice where appropriate(Rule 87).