Pricing & rate changes FAQs

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.

Why are prices increasing?

  • Prices have increased as the costs of providing our customers with energy have risen. 
  • This price rise doesn’t just affect EnergyAustralia customers – most energy providers in the Australian Capital Territory, New South Wales, Queensland and South Australia will be increasing their prices around July as costs of supplying energy continues to become more expensive. This year, the main reasons for price rises in these states include:
    • For electricity, higher costs we are being charged by local network providers to distribute energy to homes and businesses; 
    • Increased cost of participating in government schemes;
    • Increased business costs associated with servicing our customers e.g. system upgrades, infrastructure and operational expenses.

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.

Will my discounts/benefits associated with my plan change?

  • No, any discounts, rebates or rewards that you may have linked to your plan have not changed.

I’m a Rate Fix customer/on a Rate Fix plan and I’ve heard there’s going to be a price rise in July – will this affect me?

  • No, you don’t need to worry about the 1 July price rise. Because you’re on our Rate Fix plan, your prices will be fixed at the standing offer/regulated rate we quoted you when you signed up with us for two years from that date.

Can I change my payment plan?

  • We have a number of options available to help you with your gas and electricity payments. You can read more information about our payment options or just call our customer service team who will help find the option that best suits you.

What if I can’t pay my next bill?

  • If you’re concerned that you won’t be able to pay your next bill, please contact us so we can work with you to arrange a suitable plan. We have a team dedicated to helping you with any difficulties you may have paying your energy bills, so just give us a call.

Has the price of my PureEnergy/GreenPower option changed too?

  • Yes, there have been changes to our PureEnergy (GreenPower option) prices too.
  • You’ll get a message about it on the first bill you receive after 1 July 2013 with details of your new PureEnergy price.
  • You can contact us if you want to know what your new price is now.

I am a pensioner/concession card holder. As prices have changed, does this mean that my concessions have also changed?

  • We expect there’ll be some changes to some concessions in the Australian Capital Territory, Queensland and New South Wales, so call us if you want to know more.

I have a solar feed-in tariff associated with my plan – will my solar credits be changing?

If you receive the Victorian Standard Feed-in tariff 

  • Your feed-in tariff rate is ‘one for one’, which means we pay you credit at the same rate you are charged for your usage. Your solar credit rate will increase in line with your increased electricity rates.
If you receive any other Solar Feed-in tariff or Bonus Scheme credit 
  • No, there’ll be no change to the solar credit/feed-in tariff you currently receive.

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Victorian price change - 1 January 2013

Our gas and electricity prices in Victoria for residential and business customers are increasing from 1 January 2013.
 

What are my new prices?

  • There is no change to any discounts, rewards or concessions that you may have linked to your energy plan. 
  • Your new rates will appear on the first bill you receive after 1 January 2013.
  • You can also view your new prices on our website or just call us and we can let you know.

Why are prices increasing?

  • Prices have increased, as the costs of providing our customers with energy have risen. 
  • This price rise doesn’t just affect EnergyAustralia customers – most energy providers in Victoria will be increasing their prices as costs of supplying energy continues to become more expensive. This year, the main reasons for the increase include:
    • For electricity, higher costs we are being charged by local network providers to distribute energy to homes/businesses 
    • ​Increased cost of participating in government schemes
    • Increased business costs associated with servicing our customers e.g. system upgrades, infrastructure and operational expenses

When will my new prices come into effect?

  • Your new prices are effective from 1 January 2013, unless you're a residential electricity customer on a Standard Contract.
  • If you're a residential electricity customer on a Standard Contract (Standing Offer Tariff), your new prices will be effective from 7 January 2013.
  • You'll be charged your new rates for any energy you consume from your effective date onwards.

How much will my bill increase by? 

  • The amount your bill will actually increase will depend on the energy plan you’re on, your energy usage and which energy distribution network you’re in. 
  • 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 (prorated). 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 from the effective date onwards.
  • 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.
  • You’ll see separate charges dated on your bill for those that apply before and after the effective date of your new prices.

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

If you’re on a Market Contract 
If you’re on a Standard Contract 
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 its 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, we’ve sent you a letter  to let you know about the change in your electricity prices before the new prices become effective on 1 January 2013.

Will my discounts/benefits associated with my plan change?

  • No, any discounts, rebates or rewards that you may have linked to your plan have not changed.

How can I reduce my energy bills?

  • If you’re a residential customer, then access MyEnergyReport for immediate ways to save. It’s a unique, personalised report, where you’ll be able to access valuable information about how your household is using energy and help on how you can lower your usage and bills. You can even compare your energy usage patterns to similar houses around you. If you haven’t already – register now
  • We have some great ideas on our website, which include tips, tools and videos, that can help you save energy and money around your home and business.
  • Visit our energy efficiency pages to find out different ways you might be able to reduce your bill and manage costs.
  • You can also call us if you’d like to talk about any energy-saving ideas in more detail.

Can I change my payment plan?

  • We have a number of options available to help you with your gas and electricity payments. You can read more information about our payment options or just call our customer service team who will help find the option that best suits you.

What if I can’t pay my next bill?

  • If you’re concerned that you won’t be able to pay your next bill, please contact us so we can work with you to arrange a suitable plan. We have a team dedicated to helping you with any difficulties you may have paying your energy bills, so just give us a call.

Has the price of my GreenPower option changed too?

  • No, there are no changes to the price you pay for any green energy option that you’ve added onto your plan.

I am a pensioner/concession card holder. As prices have changed, does this mean that my concessions have also changed?

  • If you’re receiving the Life Support Concession, it’s based on a calculation on your electricity price, which means your concession amount will also increase in line with the increase.
  • Any other concessions will not be affected by the price change. 

I have a solar feed-in tariff associated with my plan – will my solar credits be changing?

If you receive the Victorian Standard Feed-in tariff 
  • Your feed-in tariff rate is ‘one for one’, which means we pay you credit at the same rate you are charged for your usage. Your solar credit rate will increase in line with your increased electricity rates.
If you receive the Victorian Transitional or Premium Feed-in tariff 
  • No, there’ll be no change to the solar credit/feed-in tariff you currently receive.