Residential FAQs

I've forgotten my password, how do I log in?

If you can't remember your password, you can ask for a new one:

  1. Go to the My Account home page.
  2. Click on the Forgotten Password link (or go directly to the Forgotten Password page)
  3. Enter your email address to generate an email containing a unique link, which will enable you to create a new password. This link is valid for 24 hours. After this time you will need to request another password reset.
  4. After you create your new password you can log in from the My Account home page.

Please note: Your new password must be between 8 and 12 characters and have at least:

  • One lower case and one upper case letter
  • One number

I followed the steps to reset my password but I haven't received an email to create a new one. How can I log in?

We have sent a unique link to the email address you use to log in to My Account

Make sure the email hasn't been sent to your Spam or Junk folder.

My temporary password isn’t working. How do I log in?

Your temporary password expires within 24 hours of activation. If your temporary password has expired, click the Forgotten Password button and request a new one.

You may need to copy and paste the reset password link directly into your internet browser.

Why can’t I log in?

Do you have a user name and a password? You need this information to log into My Account.

Your username will be the email address you used when you first registered with My Account.

If you've forgotten your password, use the Forgotten Password link on the My Account home page to create a new one.

If you know your username and password for My Account:

  1. Check the spelling of your username and password
  2. Check if your temporary password reset link has expired
  3. Reset your password if you used the Forgotten Password link.

Your account may be locked

If you've entered the wrong username and password more than five times your account may be locked.

If your account is locked or you’re still having difficulty, call us on 1800 171 397 between 8am and 6.30pm AEST Monday to Friday.

I've been locked out of My Account. How do I get back in?

Your account will unlock itself after one hour. You can try again after this time or call us on 1800 171 397 between 8.00am and 6.30pm AEST Monday to Friday.

I changed my email address in My Account; do I use the updated email address to log in?

Yes, if you changed your profile email address.  This is the email address you use to log in to My Account.  If you updated your account contact details email address, but not the profile email address, there is no change to your login details.

I need some help navigating around My Account

We have created a help page for My Account with step by step instructions for most functions.

How do I update my contact information?

To update your mailing address, email address or phone numbers, just:

  1. Click on Edit My Contact Details from the Manage Accounts page. Update your details and, then press the Save Changes button.  Your changes will be updated right away in our billing system.
     

Can I setup eBilling through My Account?

Yes, go to Bill Delivery Preferences and select email for each account you’d like to receive an email bill for.

If you are a BPay View customer, you must de-register from BPay View before you are able to update your billing preferences please speak with your financial institution for assistance in de-registering from BPay view.

Can I add my concession through My Account?

Yes, go to the Provide Concession details option and fill all of the requested fields to add your concession details.

What is a concession?

EnergyAustralia provides electricity and gas concessions on behalf of State and Federal Governments. For details on our concessions and rebates visit your state page:

I want to request a payment extension, how can I do this?

Go to the Request a Payment Extension option and submit your request.

Please note that you can only request one payment extension for each outstanding bill. This provides a two-week payment extension from your bill due date via My Account.

What do I do if I need a longer payment extension?

If you need a longer extension or assistance, just call our friendly EnergyAssist team on:

  • 133 466 for Vic, ACT, SA or Qld
  • 1300 723 492 for NSW

Or for information on payment extensions, read about our customer hardship policy.

How do I add an additional account holder?

Just click on Additional Account Holder from the Manage Accounts page, and enter the details of the person you wish to add as an additional account holder, plus the level of access to your account you’d like them to have (enquiry only, full access , or full access + financial responsibility). This will send an email to your nominated person. Then your nominated person can either decline your offer, or Accept. To accept, they will be directed to a secure online form where they will enter their details, and we will set them up in our system.

I have a smart meter; can I view my current usage on My Account?

This real-time information is not available on our website, but you can call us on us on 133 466 between 8am and 6.30pm AEST Monday to Friday for this information.

Why can't I add a meter reading?

There are many different types of meters and we need to know what type of meter you have to help you add a meter reading. We can easily walk you through this, just give us a call on 133 466 between 8am and 6.30pm AEST Monday to Friday for this information.

Which web browsers should I use to view this website

To use all of the features of our site you do need to use either the latest or a very recent version of your browser.  As at August 2015, these were:

  • Google Chrome 34 and above
  • Mozilla Firefox 32 and above
  • Microsoft Internet Explorer 9 and above
  • Safari 7 and above  (MAC OSX)
  • iPhone iOS 6 and above (iOS)
  • iPad iOS 7 and above (iOS)
  • Android Ice Cream Sandwich and above

Can I use a screen-reader?

We aim to conform with level A of the World Wide Web Consortium (W3C) IWeb Content Accessibility Guidelines (WCAG). This website will be upgraded to Double A compliance over time. In some cases, content will be accessible to Level Triple A.

If you have any trouble, questions or suggestions regarding the accessibility of this site or non-conformance, please read our Accessibility Statement or call us on us on 133 466 between 8.00am and 6.30pm AEST Monday to Friday.

Ihttp://www.w3.org/TR/WAI-WEBCONTENT/

How do I give feedback on My Account or your website?

Please give us your feedback! Call us on us on 1800 171 397 between 8am and 6.30pm AEST Monday to Friday.

Outside of these hours you can complete our enquiries form and we'll aim to reply within 10 business days.

Who can I contact if I have questions about my EnergyAustralia account?

If you have any questions or need any help with your account call us on 1800 171 397 between 8am and 6.30pm AEST Monday to Friday for this information.

Outside these hours, please fill out our enquiries form and we'll aim to reply within 10 business days.

I’m interested in one of the EnergyAustralia products, or would like to change my EnergyAustralia product; can I get someone to call me?

Fill out our Request a call back form with your phone number, the best time to call and your query and we'll call you back. 

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.

Use the High bill checklist(PDF, 36kb) to find out why your bill might be high.

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.

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.

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, daily 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 daily supply charges are fixed and won’t rise during the two-year term, guaranteed.

What does "today’s rate" mean?

The rate is based on today’s market based tariff.

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.

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.

How does solar power work?

Your roof-mounted solar panels contain photovoltaic cells, also known as solar cells. When sunlight falls on the cells they convert the sun’s energy into DC (direct current) power.

What is the electricity grid?

The poles and wires that connect residential and commercial properties, to traditional, centralised generation (power stations) are sometimes referred to as the “electricity grid”. Any surplus energy your home generates is fed back into the electricity grid. When you need additional power, the electricity grid provides this, too.

Who is an electricity retailer?

That’s us. We’ll help you find the perfect solar system and provide installation. We’ll also ensure you get all rebates for which you’re eligible.

What rebates are available?

Small Scale Technology Certificates (STC) are still available for most households. These certificates help reduce the cost of solar to you. Most solar providers, including EnergyAustralia, advertise solar pricing with the STCs already removed from the price. This is because you can sign over the STC rebates to the solar provider and therefore reduce the cost of the system.

Will I require a new meter?

That depends on what meter you currently have. A bi-directional smart meter is needed to support solar. These are very common in Victoria but less common in other states and therefore a new meter will need to be installed as part of your solar installation. In most cases, EnergyAustralia can organise this for you.

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.

 

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”.

Why have you changed the way you calculate discounts from discounts on ‘usage and daily supply charge’ to discounts on ‘usage’?

We’ve changed the way we apply discounts to all our energy plans. Applying discounts on ‘usage’ brings us in line with other major energy retailers, making it easier for you to compare energy plans.

Does this mean my discount doesn’t apply to my whole bill?

Your energy bill is made up of a number of different charges – generally the biggest component is your usage charges and this is the charge your discounts will be applied to.

I also have an electricity/gas account with you that I haven’t changed – will the discount on that plan change?

No, if you’re receiving discounts on an existing plan that is still within the Benefit Period, there’ll be no change. Until your Benefit Period expires, or you choose to change plans, you’ll continue to see discounts applied to ‘usage and daily supply charges’ for that account.

I’ve received a letter with my bill about my discounts being different – what’s changed?

As there have been recent changes to your plan (e.g. you may have switched plans or your Benefit Period may have come to an end) the bill you’ve just received includes charges for the energy you’ve used on both your new and old plans. The letter we included explains that, for this bill only, you’ll see two types of discounts listed and how to tell them apart.

  • Your previous plan had discounts applied to ‘usage and daily supply charges’.
  • Your currently plan has discounts that apply to just ‘usage charges’.

If you still have questions about your discounts, call us on 1800 105 909.

Why is the Solar Bonus Scheme ending on the 31st of December 2016?

As the scheme is government subsidised, all energy providers, like us, have been passing on these subsidies to eligible customers. The NSW Government confirmed they are ending the Solar Bonus Scheme, as planned, on 31 December 2016. We still want you to get the most out of your solar system, so we’ll have some great new product options to share with you before the scheme ends.

Is this change affecting everybody?

The end of the scheme will affect all NSW solar customers who have been receiving feed-in tariffs under the NSW Solar Bonus Scheme.

What feed-in tariff will I receive after the scheme ends?

Once the scheme ends your new feed-in tariff will be 5.2 cents per kWh for any electricity your system exports to the grid.  In order to receive this feed-in you will be required to move to a net meter, as our feed-in tariff are only compatible with net metered solar systems.

Why do energy companies seem to provide different feed-in tariffs?

Apart from mandated government schemes, energy providers can choose to offer feed-in tariffs to match a customer’s electricity plan.  A feed-in tariff is only one way to take advantage of your solar power system. We believe that providing you with products tailored to your solar generation and energy usage, as well as a competitive feed-in tariff, will result in greater savings and benefits for your household.

What changes can I expect on my bill with the reduction of my feed-in tariff?

Although your feed-in tariff will be reduced, you will now have the benefit of offsetting your household’s usage during your systems generation periods. This means that you will reduce the amount of energy you purchase from the grid during peak periods, helping you to better manage your electricity bill.

 

Our gas prices in Victoria for residential and business customers are changing on 1 January 2016.  This will be followed by changes to our electricity prices in Victoria for residential and business customers effective 1 February 2016.

You can view our new gas rates for new customers from 4 January 2016 on the link below. If you are an existing customer, please refer to your bill.

EPFS Rate Table
energyaustralia.com.au/epfs

You can view our new electricity rates for new customers from 1 February 2016 on the link below. If you are an existing customer, please refer to your bill.

EPFS Rate Table
energyaustralia.com.au/epfs

What are my new prices?

For existing customers we'll send you a letter or email before 1 January 2016 to let you know what your new gas prices are and we'll send you a letter or email before 1 February 2016 to let you know what your new electricity prices are.

For new customers all our prices will be available online from 4 January for gas and 1 February for electricity. You can also contact us on 1800 001 772.