VPP Steps and Timeframe for Customers (2026)

In this article, we will explain the various steps, the actions and timeframe involved so we can better keep the customer informed.

SHINEHUB

1. When a customer signs a contract with us, on the CRM, under "System Tab", the field "Shinehub VPP" will be changed to "Signed". This is done by the Sales team. 
   
   No email will go out to customers at this case.
    
2. Once the installation is completed, our VPP team will take control of customers battery- so that we can send commands to the battery to charge/discharge when required in the future. Once we have this, VPP team will change "Shinehub VPP" status to "Onboarded"
   
   At this stage, customer will receive "You're active on VPP" email- which they require in order to claim SA or NSW VPP Subsidies (this is done via Mactrade Services Website)

      https://mactradeservices.com.au/new-south-wales/virtual-power-plant (NSW)
      https://mactradeservices.com.au/south-australia/virtual-power-plant (SA)

 Please note, customers will not participate in regular FCAS events at this stage. In terms of timeframe, VPP team does within a month of the installation finishing (based on "Customer Welcome Pack Date/Time" field on the CRM).

3. VPP team will attempt to register these customer with the Australian Energy Market Operator (AEMO). AEMO controls which systems will participate in the various VPP market. 

Generally, VPP team can only register customers in batches with AEMO- size of 1mWh (which roughly equal to 200 customers with 5kW inverter). During this registration process, customers system need to pass various VPP related test and participate in something called "Wide-Testing". This process with AEMO can take 2-3 months (or less), but generally outside of our control. 

Once it successfully passes and is registered with AEMO, VPP team will change the "Shinehub VPP" status of FCAS- which means customers can now regularly participate in VPP events.

 

EXTERNAL VPP CUSTOMERS

When a customer signs the VPP form, the external agents generally send it to Powow Account Managers, who would then send it to our VPP team.

Once installed, our VPP team will create an account on the CRM, found under "External VPP Customers" section of the CRM. VPP team will fill in all the information and VPP status will automatically change to "Onboarded" which will send the "You're Active on Powow VPP" email, along with email for the Powow Portal (which also contains information for them to put their bank information".

Once the system is registered on VPP, VPP team will change VPP status from "Onboarded" to "FCAS". Timeline from "Onboarded" to "FCAS" may take about 3 months- depending on how quickly we can send 1mWh worth of customers (200 projects) to AEMO and how long they take to approve.

General Information

• If any queries on the VPP- team members should use "CS-IT" Slack channel to converse more on it. Daniel Z is the VPP manager, who will be able to assist 
• Customers get $1/kWh, paid quarterly (Q1 payment in April, Q2 in July, Q3 in October, Q4 in January)
• Customers can see events on their Shinehub/Powow Portal, with information to appear daily.
• Hinen App doesnt specifically highlight VPP events, but if battery discharges power in the night when load is not present- it is highly likely to be VPP related.