What, Why and When?

On 2 January 2018, our gas and electricity rates changed for our customers in Victoria.

Our following customers were not affected by the rate change:

  • All customers on our Rate Fix Plan
  • All customers on our Secure Saver Plan who signed up before April 19th 2018
  • Our Managed Builder Partners
  • Any of our customers in Qld, NSW, ACT & SA.

Note: Secure Saver rates changed on April 19th 2018

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 2 January 2018.

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

No. They’ll be no changes to our retail fees and charges.

The amount your bill will 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 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 this rate change has been an increase to wholesale costs – the cost of buying energy on behalf of our customers.

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. 

For some customers, a demand tariff is also charged. This is a ‘variable’ costs charged to reflect the maximum demand of electricity the customer places on the network during the peak period as defined the Distributor.

Rates are also known as tariffs. View more information on tariff structures.

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 once you log in.

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 installment 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: 

If you're receiving the Life Support Concession, it's based on a calculation on your electricity rate, which means your concession amount will also change in line with the rate change.

Any other concessions will not be affected by the rate change.

Yes. Whilst no one likes a price increase, the good news is that GreenPower decreases from 8.47c/kWh (Incl. GST) to 4.95c/kWh (Incl. GST) on 2 January 2018.

You can find more information on GreenPower here.

The current rates Solar Feed-in tariff for Victoria can be found here.

What, Why and When?

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