FAQs

How is the bill estimate calculated?

We use data collected from a sample of our customers, across all states in which we operate, and who have been with us for at least 9 months. We have calculated the total energy costs  of similar households from the hundreds of thousands of customers sampled and divided that sum by the total number of customers. Using that as a base we have calculated the approximate energy costs for similar households for each month/quarter.

We then apply the rates for your zone, service charges, and any discounts which come with the plan you select. All these can differ from area to area, state to state, and in some cases even from winter to summer.

The simple part is that we do all the calculating. Our aim is to provide you with an indication of what customers of similar households living in your area could expect to pay on average per month/per quarter. It should not be used as an official quote. The amount you actually pay will be based on your individual energy usage.

How accurate is the estimate?

The aim of this tool is to provide you with an indication of the approximate energy costs on average per month/per quarter that households in your area, with similar usage patterns could expect to pay. It can’t be used as an accurate representation of your bill, and shouldn’t be used as an official quote. The amount you actually pay will be based on your actual energy usage.

How can weather affect my bill?

As an example, imagine if we had two households with the same number of rooms, the same number of people, the same appliances, and the same energy usage patterns. They both go through a hot summer. Just about every day is over 25 degrees celsius, with a number of days over 30 degrees. Household one, turns their air-conditioner on every time the temperature goes over 20 degrees. Household two only turns on their air-conditioner when the temperature hits 30 degrees.

Their energy bills will be dramatically different.  Weather is one of the main factors impacting the amount of energy you use and how much you pay. Obviously there are other factors which impact your costs but weather is very important. We note, however, that if both households in this example used the Tool the indicative approximate energy costs would be the same, even though their actual costs would be dramatically different. 

Is the estimate accurate if I enter my usage from my bill?

While we can give you a good estimate of what your future bills might be, we can’t forecast exactly what you’ll be paying in the future.

Even if you do enter your own usage figures, there are a number of items which will affect your final cost. These include:
  • Changes in your energy consumption. Your consumption may change over time (for example, as you buy or sell certain appliances); from season to season (for example, if abnormal weather caused a spike in your air-conditioning or heating costs); and even from bill to bill (for example, due to a holiday that you might have taken during the last billing period). In these circumstances, your past energy usage, which is the basis of our estimate, is not necessarily an accurate prediction of your future energy usage;
  • A change in prices due to a seasonality (a change from low to high season rates) during the bill period;
  • A price change to the rates during the bill period; and
  • If your Peak/Off peak use is different from the average household in your area, in which case your actual cost will be different to the average.
It’s important to see the estimate as an indication of average household in your area, using approximately the same amount of energy. It is not an official quote.

Does the estimate account for seasonal changes to rates?

Yes, if they are applicable to the Plan, our estimate does account for a seasonal adjustment in the rates. Like most other energy retailers, our rates may change depending on the season. This is particularly true for gas where in most states we have low season and high season rates.

What is the difference between an estimate and a quote?

When it comes to our tool, there is a big difference. Once you provide us with your postcode, you will see a dollar figure in the right hand side column. This is an “estimate”. It provides you with the approximate cost of energy that similar households in your area could expect to pay over an average month/quarter. It is not an official quote from EnergyAustralia, nor is it confirmation of what your next bill should be.

Once you view plans and start to sign up, you’ll see actual rates, supply charges, discounts, connection and exit fees. Depending on the State you live in, and the meter you have, these figures will vary. This is where you’ll see something like 22c/kWh, which means for every kilowatt hour you use, you’ll be charged 22cents. These are the figures that make up your “quote” and they’re exactly what you receive when you sign up and what you’ll be charged when your household uses energy.

What is Rate Fix?

Rate Fix is a simple product that allows you to lock in your electricity and gas rates for two years at today’s rate. This means your consumption rates and supply charges are fixed and won’t rise during the two-year term, guaranteed.

What does "today’s rate" mean?

Today’s rate is EnergyAustralia’s Standing Offer Tariff (SOT) in Victoria, Government Regulated Tariff in New South Wales and Default Electricity Contract Price in South Australia.

This seems too good to be true. Is there a catch?

There’s no catch, Rate Fix is simple – you’ll enjoy the same electricity and gas rates for two years, guaranteed. We don’t add a premium before we fix the rate or pass on any government, CPI or network price rises.

Can I get a discount as well?

You can’t get a discount with Rate Fix. However you may receive an upfront rebate for signing up.

What happens to my rebate/credit if I decide to leave EnergyAustralia?

If you decide to leave EnergyAustralia before your contract expires and you have received a rebate when taking up the Rate Fix product, some, or all, of the rebate amount may be charged back as part of your exit fee when you leave us.

Why is my bill delayed?

There could be several reasons why your bill was delayed.
Most delays are because of issues with our billing systems or because the information on your account is either incorrect or incomplete. For example when the meter reads don’t correctly match your meter type, delays may occur.

Understand more about your delayed bill.

Why is my bill so high?

There are a number of reasons you may be experiencing a high bill.

Contact us if you have any further concerns about the size of your bill, or would like some tips on how you could save energy.

High bill checklist(PDF, 36kb)

Am I entitled to a concession on my bill?

Depending on your individual circumstances and which state you live in, you may be entitled to a concession on your electricity and/or gas account.

See our summary of the different concessions available to residential customers in each state and the relevant state government websites that contain more information on these concessions.

I'm moving home or my business – what do I need to do?

Let us take the hassle out of your move.  Contact us to connect your residential or small business electricity and gas.

How can I find out my account balance?

Contact us or request a callback and we'll provide you with that information. Have your address and account details handy.

Why is the there a table on my bill comparing my household's electricity consumption to a benchmark?

The Australian Government now requires energy retailers to include a bill benchmark on all residential electricity bills. This requirement has been introduced to help customers make decisions about energy usage and to encourage energy conservation. The bill benchmark allows you to compare your electricity usage with others in your community.

Price Change – 1 July 2013

Our electricity and gas prices are changing from 1 July 2013. See the table below for effective dates in each state.

State Electricty price change Gas price change
ACT 1 July 2013 1 July 2013
NSW 1 July 2013 1 July 2013
QLD 1 July 2013 N/A
SA Market Contract customers1
1 July 2013
Standard Contract customers2
1 August 2013
Market Contract customers1
1 July 2013
Standard Contract customers2
1 August 2013
VIC Market Contract, small business
customers only- 1 July 2013
No change

1. You’re on a Market Contract if you receive discounts, rebates or benefits on your energy plan.
2. You’re on a Standard Contract if you receive bills from EnergyAustralia, but have not signed a Market Contract giving you discounts, rebates or benefits.

What are my new rates?

  • There’s no change to any discounts, rebates or rewards that you may have linked to your energy plan. 
  • Your new rates will appear on the first bill you receive after 1 July 2013.
  • We’ll also update our website with our new prices before 1 July 2013 or just call us and we can let you know.

When will my new prices come into effect?

  • The effective dates of your new prices will depend on what State you’re in and what sort of contract you’re on. 
  • See the table below to check when your new prices will come into effect
State Electricty price change Gas price change
ACT 1 July 2013 1 July 2013
NSW 1 July 2013 1 July 2013
QLD 1 July 2013 N/A
SA Market Contract customers1
1 July 2013
Standard Contract customers2
1 August 2013
Market Contract customers1
1 July 2013
Standard Contract customers2
1 August 2013
VIC Market Contract, small business
customers only1 - 1 July 2013
No change

1. You’re on a Market Contract if you receive discounts, rebates or benefits on your energy plan.
2. You’re on a Standard Contract if you receive bills from EnergyAustralia, but have not signed a Market Contract giving you discounts, rebates or benefits.

How much will my bill increase by?

  • The exact amount your bill will increase by depends on your energy plan, your usage and your network area. 
  • Any benefits in the form of discounts, rebates or rewards you receive on your current energy plan won’t change.

What happens if I have a bill that covers a period before and after the effective date of my new prices?

  • Your bill will be split (pro-rata). You’ll pay your old rates for any portion of the billing period before the effective date and your new rates will apply to the period after.
  • If you have a smart meter that gives readings every half hour, we’ll be able to calculate your actual usage each day and apply the applicable rates accordingly.
  • You’ll see separate charges dated on your bill for those that apply before and after the effective date.

Why didn’t I receive written notice that my prices were increasing?

If you’re on a Market Contract1

  • In the past, we sent our Market Contract customers a letter explaining any price changes, but since amending our terms and conditions to align with the scheduled introduction of the National Energy Customer Framework (NECF) and for business needs on 1 July 2012, we’ll advise you directly of any price changes in your first bill in which your new prices are effective. You can view your Market Contract terms and conditions from our Conditions and pricing page.
If you’re on a Standard Contract2
  • As you’re on one of our standing offer energy plans, we let you know directly about any price changes on the first bill you receive in which your new prices are effective.
  • You can view your Standard Contract terms and conditions from our Conditions and pricing page .
If you’re a customer with a remotely read smart meter
  • Some customers will have a smart meter that is remotely read – this means the meter sends daily readings to your local distribution network company showing how much energy has been used every half hour.
  • If you’re a customer who has a remotely read smart meter, you’ll receive a letter to let you know about the change in your electricity prices before any new prices become effective.

1. You’re on a Market Contract if you receive discounts, rebates or benefits on your energy plan.
2. You’re on a Standard Contract if you receive bills from EnergyAustralia, but have not signed a Market Contract giving you discounts, rebates or benefits.

What is a smart meter?

A smart meter is an electricity meter that measures and records your electricity use at different times of day.

A smart meter records electricity use every half hour and gives you more information about the way you’re using electricity. This gives you better information and allows you to make more informed decisions on the use of electricity in your home.

Do I have to have a smart meter?

It is the Victorian Government’s policy objective that electricity distributors roll out new smart meters to all Victorian homes and small businesses by the end of 2013. So, if you don’t have one already, you will soon.

How do I know if I have a smart meter?

A smart meter measures and records electricity use at different times of the day. A smart meter records electricity use every half hour and gives you more information on the use of electricity in your home which allows you to find ways to control your bills. Distributors are rolling out smart meters to all Victorian households and small businesses and aim to be finished by the end of 2013. You will be advised directly by your electricity distributor when smart meters are installed in your area.

What are flexible pricing plans?

EnergyAustralia has a new way of charging for Victorian smart meter electricity use, called flexible pricing (or ‘time of use tariffs’). These new plans charge different rates for peak, shoulder and off peak. You’ll typically pay higher rates for the electricity used at peak times, lower rates during the shoulder period and the lowest rate at off-peak times.

Flexible pricing products are available in addition to our current products and can reward those who use electricity during lower cost times. Victorian smart meter customers have the choice to move to flexible pricing plans or remain on their current flat rate plan.

Weekdays

Weekends

img clock weekdays img clock weekends

 

Flexible pricing rates

Flexible pricing times

img legend flexible pricing - orange Peak 3pm-9pm weekdays
img legend flexible pricing - grey box Shoulder Mon-Fri 7am-3pm & 9pm-10pm, 7am-10pm weekends
img legend flexible pricing - green Off-peak 10pm-7am all days

 

Who will be eligible for flexible pricing?

Victorian residential customers with remotely read smart meters.

What is the purpose of the eWise portal?

Most people want to make their home more energy efficient and save money, but they're not always sure how. The eWise portal is designed to provide more information about your energy use so you can make informed choices and save money.

What’s in the report?

Each report will provide you with new information, including:

  • Your home's energy use

For the first time, you'll be able to see how your home's energy use compares to nearby homes. To give a more meaningful comparison, these homes are similar to yours in size, type and features such as heating and cooling.

  • Progress tracking

See how your home's energy consumption changes over time and across seasons.

  • Ideas on energy efficiency

Ways to save energy, including information on rebates and the special programs we offer.

Who am I being compared with?

Your energy use is being compared to the consumption patterns of a group of around 100 EnergyAustralia customers whose homes are located close to yours and – to give a more meaningful comparison – are similar in size, type, and features such as heating and cooling.

How did you choose the homes used in my comparison?

We've chosen homes that are nearby and have characteristics that typically lead to similar energy needs, such as home size and heating/cooling source. We only include homes that appear to be occupied at the time of the comparison.

How does solar power work?

Solar power uses photovoltaic (PV) energy, or light, from the sun.  This light is collected by solar panels on your roof and then converted to the type of electricity your home can use, using an inverter. If eligible you can also be paid for any excess power you export back to the grid, earning you credits on your electricity bill. Solar power emits no fumes, pollution or carbon dioxide so it’s better for the environment, too. Find out more about how solar works.

What size system do I need?

This will vary depending on your energy usage, needs and roof space you have available. One of our solar consultants can talk you through the options and find the right solution for you and your home, including rebates available.

How much does a solar system cost?

This can vary depending on the size of system you decide to install and the rebates available to you.

Contact our solar consultants now to help you find the right solution for you or let us call you to be contacted by one of our consultants.

What rebates are available?

There are two types of rebates.

Upfront rebates

You’ll receive upfront rebates at the time of purchase. These are known as Small-Scale Technology Certificates or STCs and are factored in to the price of your system when you are ready to buy.

Ongoing returns

You may be able to receive ongoing returns under your state government’s feed-in tariff scheme.

Find out more about upfront rebates, solar credits and solar energy payback.

How do I get solar power installed?

Contact us to talk to an EnergyAustralia solar consultant or let us call you at a convenient time.

We will give you a quick, free assessment and no-obligation quote over the phone.  When you’re ready to go solar, we’ll book your installation for you, complete the required paperwork for government rebates and assist you with organising installation of your bi-directional meter so you can take advantage of feed-in tariffs.

I want to know more about green energy

Green energy comes from natural resources such as the sun, wind and water.

To help you draw on green energy for your home or business, consider installing solar electricity and a solar hot water system in your home. These enable you to harness the sun’s energy and generate your own clean power. Explore our range of solar energy systems and you could be converting solar energy into electricity in no time.

You can also actively support Australia’s renewable energy industry by adding government-accredited GreenPower to your electricity plan. Our PureEnergy GreenPower plans encourage greater investment in renewable energy and ensures the renewable electricity you buy through us meets strict environmental standards.

What is EnergyAustralia doing to help the environment?

We’re committed to helping our customers reduce their environmental footprint through education and changes to our products and services over time.

We also recognise our responsibility to develop and implement effective greenhouse gas reduction solutions. Read about our clean and renewable energy initiatives and our Climate Change Strategy, which includes our commitment to reducing our emissions intensity by 60 percent by 2050 (based on a 1990 emissions baseline for the National Electricity Market (NEM) and by our market share of the NEM in 2050).

How can I reduce my energy use?

Our energy saving section outlines the many ways you can cut your bills and minimise your impact on the environment.

There you’ll find energy saving tips and tools and information about eWise, an energy management system that analyses your household energy use and redefines the way you understand your energy information.

eWise enables residential electricity customers to compare their consumption within their local area and also encourages behaviour change to lower usage.

 

What contracts do these changes apply to?

We’ve made changes to our energy contracts. These new contract terms and conditions apply to all existing customers in all states.

The changes apply to:

  • EnergyAustralia Market Retail Contract Terms and Conditions from 2 July 2012
  • EnergyAustralia Standard Retail Contract Terms and Conditions from 1 July 2012

What has changed in my contract?

If you’re a market retail contract customer

You’ll find a summary of the key changes we’ve made in the new terms and conditions booklet we included with our recent price change letter.
 
Read a summary of the new terms and what happens in the transition period between your old and new contracts.

If you’re a standard retail contract customer

Our new terms and conditions replace customer charters, which were the terms and conditions applied to standard/standing and deemed contracts.

The new terms and conditions are set according to regulations and cover issues such as tariffs and charges, billing and payment, your rights if we undercharge or overcharge you, and circumstances under which you can be disconnected and how you can be reconnected.

How did EnergyAustralia obtain my details?

Your information was sourced from an externally owned database. Pacific Micromarketing are the owners of this list. Pacific Micromarketing assures us that they regularly complete a range of measures to maintain the accuracy of their database.

You can learn more by clicking on the below link or contacting Pacific Micromarketing directly on 1800 106 527: http://www.pacificmicromarketing.com.au/privacy/

What am i actually opting out of?

EnergyAustralia will remove the address details that you have submitted from our direct marketing mailing list. You should stop receiving any marketing material from us via mail.

EnergyAustralia will also remove your address and phone details that you have submitted so you won’t be contacted by any of our sales representatives through our doorknocking or telemarketing channels.

Please note that we will only remove the details you have submitted.

How long does this take to become effective?

Please note that it may take up to 45 days from submission date to update in our systems so there might be an unlikely chance you are contacted via the different channels prior to this date.

Why am I receiving a refund for my security deposit?

EnergyAustralia will cease collecting security deposits (across both residential and small business) as of 30 June 2013. Any deposits previously collected will be returned in full.

Have I incurred interest on my security deposit and will it be paid to me?

As part of NSW regulations, EnergyAustralia is not required to pay interest on security deposits credited prior to 30 June 2013.

How will I receive my security deposit refund?

Your energy account will be automatically credited the amount of your security deposit and will appear on your next bill statement. Your refund will appear as “Return of Security Deposit”.