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You can access Freedom plan support via:
- Live chat (9am to 5pm, Monday to Friday)
- Email – freedomplan@energyaustralia.com.au
- Phone – 1800 108 633 during business hours.
To be eligible for the Freedom trial you must be a residential customer in Victoria who has received an invitation from us. You must also opt in to receive your communications and bills by email, pay your bills by Direct Debit and follow our fair use policy.
For the trial period, we’re unable to connect customers who have outstanding collections activity, are on embedded networks, are concession card holders, require a payment plan, have solar panels or rely on life support at their home. Electricity customers must have a smart meter.
No. This trial is only available to residential customers in Victoria who received the offer invitation.
The Freedom trial is limited to one property per customer.
You will become ineligible for a Freedom plan and we will transfer you to one of our generally available plans.
You'll receive an email with a link to log into your MyEnergy account. From here, you can check your electricity usage and update your account information at any time.
Your transfer to EnergyAustralia will start after your 10 business day cooling off period. You'll receive a message letting you know once the transfer has been completed.
You can check your electricity usage at any time in your MyEnergy Account. Electricity usage information may be up to 48 hours old.
Unfortunately, we’re unable to provide usage information and updates for gas services at this time.
On Freedom plans, you'll receive a bill once a month, with the first bill being issued when we start supplying electricity and/or gas to you. Bills are issued a month in advance.
For example, if your supply start date is 1 February, your billing date will be the 1st of each following month.
If you have both your electricity and gas with us, you will receive a separate bill for each fuel.
Monthly payments for Freedom plans are due in advance so you’ll receive the bill for your first month when your transfer has been completed. Your first payment will be taken soon after.
You can move to one of our other great plans at any time. Please contact Freedom Support to arrange this via;
- Live chat (9am to 5pm, Monday to Friday)
- Email – freedomplan@energyaustralia.com.au
- Phone – 1800 108 633 during business hours.
No, for this trial, Freedom plans are not transferrable between homes. If you move, you will be able to connect to any of our other great plans which are available in your new area.
We'll notify you when your 12 month benefit period is nearly at its end and let you know what your options are, including other great plans available.
You can cancel your service at any time with no cancellation fees. However, if you leave during a monthly billing period, you will not be refunding amounts paid (or payable) for that monthly billing period. After you cancel, we may contact you to find out more.
No. If you go on holidays, we won’t suspend your plan. You’ll need to continue making payments as normal for your plan.
If we end the trial before the end of your 12 month benefit period, we will contact you and let you know what your options are, including other great plans available.
When the trial ends, we’ll notify you no earlier than 40 business days and no later than 20 business days before the date that the trial ends.
If we continue the Freedom plan (or a comparable plan) we will offer you the Freedom plan or the comparable plan. If we do not continue the trial, we’ll transfer you to one of our generally available plans unless you tell us you want to choose a different plan.
If the fault or emergency is life threatening, call 000.
Electricity
Contact your local distributor
For a fault or emergency related to infrastructure such as poles, wires or meters, use our search by postcode tool to contact your local distributor.
EnergyAustralia is not a distributor – we are a retailer.
Gas
8.00am to 6.30pm AEDT
Monday to Friday
133 466
Outside these hours, call the following 24-hour emergency services:
- Multinet 132 691
- AusNet Services 136 707
- Australian Gas Networks Limited 1800 676 300