Pipeline Notification Enquiries
Supporting questions on pipeline outcomes
We understand that the Connections reform process and receiving your G2TWQ or ATV notification is an important point for your project, especially if you have received a different outcome than expected. We have published a range of useful information on our webpages and our dedicated support team is also here for specific questions.
We are committed to working with customers to understand any issues raised and provide clear and timely answers to your questions.
Our query and complaints process covers the information we need from you to ensure we can quickly identify, investigate and resolve any key questions and specifically any evidence-based data issues that could have impacted your outcome.
Managing Expectations
While we cannot act on challenges to industry-approved policy or methodology, all feedback is considered as we work with government and partners to refine future processes.
It is important to note that the published pipeline is final for this window. Remediation options are limited for any cases, but new opportunities will arise in the next window.
How to raise an outcome enquiry
How to Raise a Query or Complaint in relation to pipeline outcome
To ensure your enquiry is handled efficiently, all communications about pipeline outcomes must be submitted via the Connections Portal
- Log in to the portal to raise a query and click on “application related question”and select your relevant application ID
- Complete the form, choosing either "reform query" or "reform complaint".
- Select case reason “pipeline (queue) position outcome” to ensure we can route your request to our dedicated team
- Use the subject and free-text boxes to summarise your request and action you are looking for (max 2000 characters)
- Attach any supporting data or documentation—cases without evidence cannot be progressed.
- Need more support see our quick reference guide to raising and managing your contacts on the portal here
- If you need support with portal access please
Our commitment to you
What Happens Next?
- NESO will acknowledge your case and aim to respond within two working days.
- Our dedicated teams will keep you updated throughout the process.
- Please note, due to high volumes, complex cases may take longer to resolve.
- We appreciate your patience and are committed to providing clear, timely updates.
Help us to help you – a few tips to ensure we can process your request faster.
- Be as concise and specific as possible with details of your issue
- Use the relevant app ID to raise any specific issues
- Provide as much supporting evidence upfront
- Select the right category for your issue
Support for DNO customers
If you are a distribution network customer and submitted evidence via your DNO, please raise queries directly with your DNO first.
They are best placed to support you and can escalate complex issues to NESO if needed. Refer to your DNO’s process for next steps.