On 3 July 2017, energy rates changed for our customers in Queensland,  New South Wales, ACT and South Australia.

Our following customers were not affected by the rate change

  • All customers on our Rate Fix Plan
  • Our Managed Builder Partners
  • Any of our customers in Victoria.
  • chat with us online (Monday to Friday, 8am-9pm AEST and Saturday, 9am to 6pm AEST) 
  • call us on 1800 001 772 (Monday to Friday, 8am–6.30pm AEST) and we’ll be happy to help.

Our new rates are available online and can be found here. You can also contact us on 1800 001 772 Monday to Friday, 8am to 6.30pm AEST.

Your new rates will appear on the first bill issued to you from 3 July 2017.

The amount your bill will actually change by will depend on your usage, the energy plan you're on and the distribution area you live in.

Remember, your discount percentage or rebates available to you will remain unchanged.

By following some of our energy saving tips, you may be able to save on your energy bills.

Energy travels through four main stages on its journey from generation to the point where you turn on a switch. Each stage incurs costs that are passed on to you via your energy bill. It is changes in these four main areas that generally influence energy rate changes. These include:

  • Wholesale costs – to purchase electricity and gas from generators and producers
  • Network costs – charged by distributors for energy transmission, metering and maintenance of the pipes, poles and wires that delivers your energy
  • Retail costs – charged by us for servicing and billing your account
  • Other costs – incurred by us to comply with government schemes such as the Renewable Energy Target

The main influence on the rate change effective 3 July 2017, was an increase to wholesale costs.

To find out more, take a look at our video, ‘How energy gets to you’ .

The rates used to calculate your energy bills are made up of both usage rates and supply charges.

The supply charge is the ‘fixed’ daily cost for providing you with electricity or gas.

The usage rate is the ‘variable’ cost based on the amount of energy you use.

Rates are also known as tariffs. For more information on tariffs structures visit our FAQs.

Most energy retailers review their rates annually:

  • in Victoria rate changes usually occur in January
  • in Queensland, New South Wales, ACT and South Australia they tend to happen in July.

You can have important notices, including information about rate changes sent direct to your email inbox. Here’s how:

  • Register/log in to My Account
    • update your ‘bill delivery preference’ to email, to receive your bills and rate change notices via email
    • update your ‘communication preference’ to email, to receive important information about your account via email 

When you register for My Account, you’ll also receive alerts about upcoming rate changes.

Your bill will be split pro-rata:

  • all rates and charges before and after the change will be detailed on the bill
  • your bill will be calculated with the old rates for any of the billing period before the rate change date
  • your bill will be calculated with the new rates for the billing period after the rate change date

The short answer is yes.

A Regular Pay plan is a convenient way to pay your energy bills. Here’s how it works:

  • you arrange to pay an instalment amount each week, fortnight or month
  • you continue to receive your bills as usual. They’ll show how well your payments are covering your actual usage and charges.
  • we check to make sure you’re not paying too much or too little, and get in touch if anything needs to change.

You can find out more about all your payment options here.

Please contact us as soon as possible, so we can work with you to arrange an extension and/or set up a payment plan.  

Often a proportion of the energy we use is wasted. By changing some habits, you may be able to reduce the wastage. Check out our tips on how to save energy, time and money:

Concessions changed for customers in some states. Please refer below:

  • In Queensland, the daily rate increased to $0.8489 (excl. GST) a day from 1 July 2017.
  • In the ACT, the daily rate for the winter period increased to $2.88183 (excl. GST) a day from 1 July 2017. The daily rate for the summer period increased to $0.76925 (excl. GST) a day from 1 November 2017.
  • In New South Wales, there were no changes to the daily rate.
  • In Victoria, there were no changes to concessions.
  • In South Australia, the daily rate increased to $0.597 (excl. GST) a day from 1 July 2017.

View more information on concessions

GreenPower costs remain unchanged at 8.47 c/kWh incl. GST.

View more information on GreenPower.

Yes. From 1 July 2017, our retailer contribution to the solar feed-in tariff for customers will change to:

Queensland 11 c/kWh (excl. GST)
New South Wales 12.5 c/kWh (excl. GST)
ACT 12.5 c/kWh (excl. GST)
Victoria 11.3 c/kWh (excl. GST)
South Australia 15 c/kWh (excl. GST)