About us FAQs

What is deregulation of the energy market?

Previously in the Ausgrid distribution zone, prices for electricity were regulated by the NSW government. This meant the Independent Pricing and Regulatory Tribunal (IPART) set a regulated price, which was available in addition to companies having market prices, so customers could choose between the Government Regulated Tariff (GRT) or a Market Contract. From 1 July 2014, energy companies are able to set their own prices.

Who does NSW deregulation affect?

EnergyAustralia customers who were on a Government Regulated Tariff (GRT) prior to 1 July within the NSW Ausgrid electricity zone.

What does it mean for me?

If you are an EnergyAustralia Residential customer on a Government Regulated Tariff (GRT) in the NSW Ausgrid electricity zone your tariff will decrease by at least 1.5% on 1 July 2014, and will increase by Consumer Price Index (CPI) on 1 July 2015. From 1 July 2016 you will transition to EnergyAustralia’s Standing Offer Tariff
 
If you are an EnergyAustralia small to medium business customer on a Government Regulated Tariff (GRT) in the NSW Ausgrid electricity zone your tariff will increase by 1.8% on 1 July 2014. From 1 July 2016 you will transition to EnergyAustralia’s Standing Offer Tariff.
 

I’m an EnergyAustralia customer in the Essential/Endeavour zone. Will this change affect me?

No, EnergyAustralia customers in the Essential & Endeavour zones will remain on their existing pricing arrangements. There is no change, as the transitional tariff only applies to customers on Government Regulated Tariffs (GRT), which don’t apply in your area for EnergyAustralia customers.

What is a transitional tariff?

A transitional tariff is specifically tailored to replace the Government Regulated Tariff (GRT), now that electricity prices in this area have been deregulated. It will remain in place for the next two years.

How do I know if I’m eligible for the transitional tariff with EnergyAustralia?

To be eligible, you must be an EnergyAustralia customer on a Government Regulated Tariff (GRT) prior to 1 July 2014, and within the NSW Ausgrid electricity zone. If you’re unsure, you can find your distributor  using our postcode lookup tool or give us a call.

How can I tell who my distributor is?

You can find your distributor  using our postcode lookup tool. Your distribution zone can also be found on the front page of your bill, in the top section. 

Do I have to stay on the transitional tariff/Can I switch to a Market Contract?

You can choose to switch to a Market Contract at anytime, however you cannot return to the transitional tariff. Compare plans and get a quote

What happens if I switch to another energy plan? Can I change plans and get a discount?

If you switch energy plans onto a Market Contract either with us or another retailer, you will no longer be eligible for the transitional tariff, nor can you return to this tariff. 

What happens if I move home?

The transitional tariff is no longer available from 1 July, 2014. This means if you move home after 1 July 2014, you will no longer be eligible for the transitional tariff.

What happens if I get solar?

The transitional tariff is only available until 1 July, 2014. This means that if you choose to install solar panels after 1 July 2014 you will no longer be eligible for the transitional tariff.

What happens if I change energy retailer?

The transitional tariff is no longer available from 1 July, 2014. This means that if you change retailer after 1 July 2014 you will no longer be eligible for the transitional tariff.

What about gas?

This deregulation applies to electricity only. Your gas agreement remains as is.

What is the carbon price?

The carbon price was a cost that businesses with high emissions were required to pay for producing carbon emissions. 

This carbon price increased production costs and some businesses increased their prices to accommodate these costs.

The former Federal Government introduced a price on carbon on 1 July 2012 as part of its carbon policy. The carbon repeal bills were passed by the current Senate on 17 July 2014 and removed the price on carbon.

What is the carbon repeal?

The carbon repeal legislation removes the requirement for businesses with high emissions, including electricity generators, to pay a carbon price on the carbon emissions they produce which was passed on to customers.

EnergyAustralia will comply with the carbon repeal legislation and pass back the benefits of carbon repeal to our customers.

Will I get the refund for the carbon tax I've paid from 1 July 2014?

The majority of customers will receive a carbon cost savings refund for carbon costs incurred from 1 July 2014 until mid September, when our prices will be adjusted to remove the carbon component.

For a small number of customers, prices will be adjusted to remove the carbon component before they receive a bill for the period from 1 July to mid-September.

How will my carbon refund be calculated?

The carbon component of your rates can be a fixed or variable cost depending upon the state, fuel and distributor zone in which you live. Your carbon cost savings refund will be calculated for consumption between 1 July and mid September at the rate which it was incurred. To see an estimated average dollar savings per year and an estimated average percentage savings per year (for the year commencing 1 July 2014) go to your state specific page.

I've just joined EnergyAustralia. Am I eligible for the carbon cost savings refund?

Yes, you will be eligible for the carbon cost savings refund based on your consumption from 1 July 2014 to mid September 2014. This will appear on bills from mid-September.

I’ve just joined EnergyAustralia. Can I get a refund for the carbon I’ve paid with my last retailer?

You will need to contact your previous retailer to discuss eligibility for any carbon cost savings refund.

Where can I find more information about the repeal process?

If you would like more information about the carbon price repeal process, please visit the Department of Environment website.

How can I reduce my energy usage?

Explore our range of tips and tools to reduce the amount of energy you use and save money on your gas and electricity usage.

How will the carbon repeal impact me?

The repeal of the carbon price legislation means the following for commercial and industrial customers:

If your EnergyAustralia contract is a: Impact
Electricity – Carbon Exclusive contract

The Carbon Charges line item has been removed from the 1 July 2014. For example, in the August 2014 invoice run, the July 2014 electricity invoices no longer include the Carbon Charge.

Electricity – Carbon Inclusive contract

No change. The Energy Charges rates are not impacted under the terms of the contract.

Gas – Tariff V contract

Carbon will be removed from the Gas Commodity Charge from 1 September 2014 and will be credited back to 1 July 2014.

Gas – Tariff D contract

The Carbon Charges line item will be removed from 1 September 2014. Carbon will also be removed from the Gas Commodity Charge from 1 September 2014. The credit for these charges will be backdated to 1 July 2014.

 

With the removal of the carbon price, what is EnergyAustralia doing to pass on the savings to customers?

EnergyAustralia will be passing on all applicable carbon credits for commercial and industrial gas customers from 1 September 2014; we’ll credit a customer’s gas account for any carbon charged back to 1 July 2014. ‘Electricity – Carbon Exclusive’ customers have not been charged for carbon from 1 July 2014.

As a commercial/industrial customer with an electricity (carbon-exclusive) contract, why am I being charged to have carbon removed from my invoices?

The carbon price repeal legislation permits us to recover our direct costs of implementing the carbon price repeal legislation. To make changes to our systems to implement the carbon price repeal, you’ll see a one-off charge on your invoice of $35.00 per NMI (national meter identifier) for ‘Electricity – Carbon Exclusive’ customers.

As a commercial/industrial customer with an electricity (carbon-inclusive) contract, why won’t my rates change given the repeal?

As per your carbon-inclusive electricity contract conditions, Energy Charges rates remain fixed for the duration of your contract and do not change where repeal occurs.

As a commercial/industrial gas customer, will my July and August invoices still have Carbon Charges included?

Yes – the operational process of removing carbon from invoices will take some time however we’re working on this as quickly as possible. Carbon Charges will be removed from 1 September 2014. Remember, we’ll still credit your account for any carbon charged back to 1 July 2014.

When will carbon be removed from my gas invoices?

In September 2014.  Your September invoice which you’ll receive in October 2014 won’t include carbon.

Why TRUenergy has changed its name to EnergyAustralia

In 2011, TRUenergy bought EnergyAustralia – one of the largest energy retailers in New South Wales – from the NSW Government.

Our move to a single brand will better reflect our national business and will also allow us to achieve better cost efficiencies.

How will this name change affect me?

Although we’ve changed our name, your current contract supply arrangements, including any discounts or benefits, will continue as normal.

What is eBilling?

It’s an email billing service where we email your bill to your nominated email address instead of sending it by post.

How does eBilling work?

  • We’ll email your bill to your nominated email address
  • You’ll be asked a verification question to check that you’re the account holder
  • Your bill will show you a summary and clickable links that’ll take you to a page where you can see and pay your bill.
     

Does my online bill expire?

The links that take you to your online bill expire after 30 days.

We also offer a service called My Account that allows you to see and pay your bills at any time.

Who can use eBilling?

  • Residential customers
  • Small business customers
  • Electricity customers
  • Gas customers
  • Electricity and Gas (dual fuel) customers

How do I opt-in to eBilling?

You can call us on 133 466 or if you’ve set up My Account, you can update your bill preference to email; go to Bill Delivery Preferences In My Account and select email for each account you’d like to receive an email bill for.

If you receive your bills from BPAY view, you’ll need to de-register from this service first. Please speak with your financial institution for assistance de-registering from BPay view.

How do I opt-out of eBilling?

You can call us on 133 466 or you can change your bill preferences in My Account.

What happens if I don't receive my emailed bill?

Check your junk or spam folders to see if your bill has been filed incorrectly.

In some cases your email may bounce back. This will happen when your email address is invalid or your inbox is full. If this happens your email address will show on our email delivery report and will be flagged as undeliverable. A paper version of your bill will be sent to you by mail.

Your paper bill will be accompanied with a letter that explains your email delivery issue and will ask if you want to:

  • Update your email address
  • Join the My Account service instead

How do I verify my details to access my bill?

You’ll be asked to enter your postcode, please ensure you’re entering the postcode for your home address.

Why can't I access my bill anymore?

The links that take you to your online bill expire after 30 days. We also offer a service called My Account that allows you to see and pay your bills at any time.

Can I get both email and paper bills?

We can provide either an emailed bill or a paper bill, not both.

Are there any fees?

There are no fees for the eBilling service.

How is eBilling different to online billing?

eBilling is an email billing service where we email your bill to your nominated email address instead of sending it out by post.  

Our eBilling service replaced online billing. If you would like to receive your bills via email, please sign up for eBilling, either by updating your bill delivery preference in My Account or by calling us.
 

What is changing?

From 1 November 2016, some new processing fees will be introduced, which may apply to many of our customers.

What are the fees?

  • Paper bill fee $1.69 (incl. GST)
  • Over the counter payment fee at Australia Post $1.91 (incl. GST)
  • Credit card merchant service fee 0.36% for paying bills by Visa or MasterCard®, and 1.5% for paying bill by American Express®. If your direct debit is coming from one of these credit cards, no fee will apply.

- View a detailed list of fees

- View current pricing

Who are exempt from the fees?

Exempt from paper bill fee and payment fees

  • All Concession card holders, including Pensioners
  • All EnergyAssist customers
  • All Victorian customers on a Standing Offer Tariff
  • All Queensland customers on a Standing Offer Tariff

Exempt from paper bill fees, but payment fees are still applicable

  • All Visually Impaired customers
  • All Priority Business and Major Builders
  • SME Customers with greater than 5 accounts

Exempt from payment fees, but paper bill fees are still applicable

  • All customers receiving their final bill

How can I avoid the paper bill fees?

It’s easy to avoid the fee by setting up eBilling and having your bill delivered to your preferred email address.

How can I avoid the payment fees?

The best way to avoid these fees is by setting up direct debit from a credit card or bank account, payment via cheque or BPAY from a bank account.

How do I update my account to receive eBills and set up direct debit?

You can set up both eBilling and direct debit on your account by using your account number and postcode to register for My Account, your online, self-service portal. Log in 24/7 at energyaustralia.com.au/myaccount.  You can also call our friendly team if you have any questions.

Can I still pay with my credit card and avoid the credit card merchant service fee?

Yes. You can continue to use your credit card, without incurring the fees by setting up a direct debit, including fortnightly or monthly instalments on a set date of your choice.

If I sign up to eBilling now, can I change back to paper bills at any time?

Yes, you can go to energyaustralia.com.au/myaccount and change your bill preferences at any time or call us to make the change. Charges may apply to this billing option.

What if I change my email address or direct debit details?

This can be managed 24/7, online with My Account.  Alternatively you can call us and we’ll update it for you.

What if you direct debit the wrong amount?

In the unlikely event that we direct debit the incorrect amount, we'll refund the payment back into your bank account or credit card.

What if I don’t have enough money in my savings account when the direct debit is taken out?

If you feel you may not have adequate funds in your savings account each month, you can set up a direct debit from a MasterCard®, Visa or American Express® credit card. If your direct debit is coming from one of these credit cards, no fee will apply.

How much does it cost to make a payment via Electronic funds transfer?

There is no charge to make a payment via Electronic funds transfer (EFT) or via BPAY from a cheque or savings account.

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 on 133 466 so we can work with you to arrange a suitable plan and the payments options we have available for you. We have a team dedicated to helping you with any difficulties you may have paying your energy bills, so call us to discuss further.

How can I contact you?

It’s important that we offer you a variety of contact options, to best suit your lifestyle. Please feel free to:
Or if you simply want to view or pay your bill, set up direct debit, regular pay, eBilling or update your contact details, you can do this online, 24/7 on your self-service portal My Account.