Small business FAQs

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)

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.

How do I know if I am a business customer?

There are two ways we can define a business customer:

  1. You will have a business meter, for example, if you operate your business from your residence, you will be put on a residential plan if your premise has a residential meter. 
  2. Depending on your usage we’ll classify you as either a small or large business.

What if I have a number of premises that I want a quote for?

If you have multiple premises (up to 9 premises) for your business, you can sign up one premises at a time via the online quote tool, or alternatively, you can contact our call centre at 1800 687 728 who will be able to help you sign up over the phone.

What is a multi-site business?

If you have 10 or more sites for your business, you are considered a multi-site business and we can provide you with a more favourable offerWe will assign you an account manager to assist you with your switch over to Energy Australia. For more details, visit the multi-site business page.

Do I get an account manager to help me use energy wisely?

We don’t assign account manager to help you manage your energy, but you can find all the energy saving tips for your business on our website.

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).

What is a smart meter?

Smart meters are up to date two-way, digital communication systems that record electricity usage every 30 minutes and automatically send this data to a your electricity distributor.

If you live in Victoria, you could benefit from new electricity plans designed for smart meters. See EnergyAustralia’s flexible pricing option

What does a smart meter look like?

There are a number of different types and models, but most smart meters are a similar size to the old electricity meters, but with digital displays and no dial.

This is what a smart meter looks like.

Where can I get more information on the Victorian Government’s smart meter initiative?

For questions regarding Victorian Government policy on smart meters, visit the Department of Economic Development, Jobs, Transport and Resources - Smartmeters or call 136 186.

For questions regarding the smart meter installation and operation, please contact the electricity distributor in your area.

Will I have to pay the installer for the smart meter to be installed?

The distributors will pass these costs through to your energy retailer and the costs of the installation will be recovered through your electricity bill over a number of years. This is the usual way in which industry programs are funded.

Will my electricity be interrupted during the smart meter installation, and if so, for how long?

Yes. As with any meter replacement, the installation of your smart meter will require a short power interruption of approximately 30 to 60 minutes.

If you are at the property , the installer will inform you prior to commencing the replacement so that you aware that your electricity will be interrupted. If there are any unusual circumstances and the interruption takes longer, you will be advised.

After the power interruption you will need to reset your digital clocks and other electronic devices.

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.