What is the new partnership between EnergyAustralia and Velocity Frequent Flyer?

The new partnership between Velocity Frequent Flyer and EnergyAustralia will allow new and existing members of Velocity to earn Velocity Points when they sign up to certain EnergyAustralia plans.

When is the new partnership with EnergyAustralia starting?

The new Velocity and EnergyAustralia partnership will commence on 23 February 2017.

I want to sign up to an EnergyAustralia plan and earn Velocity Points. Can you tell me how many Points I will earn?

If you are a new customer to EnergyAustralia, you will receive 5,000 Velocity Points for Electricity and 5,000 Points for Gas on an Anytime Saver plan. If you sign up to both Gas and Electricity on an Anytime Saver plan, you will receive a total of 10,000 Velocity Points. In order to be eligible, you must agree to receive your bills and correspondence by email, and agree to pay your bills by direct debit. You will also earn 2,000 Points on each service anniversary.

I’ve just joined Velocity through the co-branded website. How long will it take to receive my membership card?

It will take approximately 4 weeks for your new card to arrive.

What EnergyAustralia plans are available in my state or territory?

You can sign up to an Anytime Saver plan with EnergyAustralia if you are located in:

1.       ACT, NSW, SA or VIC in respect of electricity and gas; or

2.       QLD in respect of electricity only

EnergyAustralia Anytime Saver plans are not available in other states and territories.

I am a new member of Velocity and an existing customer of EnergyAustralia. How can I link my accounts and receive the $100 Virgin Australia Holidays voucher?

Simply log in to your EnergyAustralia account at www.energyaustralia.com.au , go to ‘My Account’ and click ‘Velocity Frequent Flyer’ to enter your Velocity membership details on the Checkout Page and link your EnergyAustralia and Velocity accounts.

You will also need to provide your email address, agree to receive your bills and correspondence by email, and agree to pay your bills by direct debit

A $100 Virgin Australia Holidays (VAH) voucher will be emailed to your email account registered with Velocity within 10 business days.

How can I link my EnergyAustralia account and my Velocity account?

EnergyAustralia and Velocity accounts must be linked by logging into your EnergyAustralia account at www.energyaustralia.com.au, then select ‘My Account’ and click ‘Velocity Frequent Flyer’.

You will also need to provide your email address, agree to receive your bills and correspondence by email, and agree to pay your bills by direct debit

On the Checkout Page, please enter your Velocity membership details.

I’m not a Velocity member. How can I join?

Simply visit www.energyaustralia.com/velocity , select ‘Join Now’ and complete your details – it’s free to join. Once you have your Velocity membership details, log in to your EnergyAustralia account, click on the ‘Link my Velocity Account’ tab and link your accounts.

You will also need to provide your email address, agree to receive your bills and correspondence by email, and agree to pay your bills by direct debit

Where can I see the Velocity Frequent Flyer number I have linked to my EnergyAustralia account?

You can see your Velocity account number linked on EnergyAustralia’s ‘My Account’ page online.

I am not an EnergyAustralia customer but have received an email from Velocity to sign up to an EnergyAustralia plan and earn Velocity Points. How can I do this?

Simply click ‘Sign up now’ in the email and follow the prompts on the EnergyAustralia page to select plans. You will be asked to provide your Velocity number on the Checkout page.

I am neither a Velocity member nor an EnergyAustralia customer. How can I join Velocity and sign up to an EnergyAustralia plan?

Simply visit www.energyaustralia.com/velocity, select ‘Join Now’ and complete a few details – it’s free to join Velocity.

You will receive a welcome email from Velocity once you have completed the Velocity membership application.

Please click on the link in the welcome email and you will be re-directed to the EnergyAustralia website. Then simply follow the prompts on the website to sign up to an EnergyAustralia plan that earns Velocity Points.

How long will it take for the sign up Points to be credited to my Velocity account?

Once you receive your first EnergyAustralia bill after signing up the Points will be credited to your Velocity account within 10 business days.

Which EnergyAustralia products are eligible to earn Velocity Points?

Velocity members who sign up to the Anytime Saver plan will earn 5,000 Points on Gas and 5,000 Points on Electricity. If you sign up to both Gas and Electricity, you will receive 10,000 Points. In order to be eligible, you must agree to receive your bills and correspondence by email, and agree to pay your bills by direct debit. You will also earn 2,000 Points on each service anniversary.

I have received my first bill but have not received my Velocity Points yet. Is there a problem?

Your Points will be credited to your Velocity account within 10 business days after your first bill has been issued. Also, please check that you have provided your email address and Velocity membership number to EnergyAustralia, agreed to receive your bills and correspondence by email, and agreed to pay your bills by direct debit.

If all of these items are correct, please contact the EnergyAustralia team and they will be happy to help you.

I have signed up to an EnergyAustralia plan and I have still not received my Points. When will they be credited?

The first thing to check is whether you have received your first bill. If you have received the first bill, your Points will be credited to your Velocity account within 10 business days.

If it has been longer than 10 business days after your first bill and you still haven’t received your Points, please check that you have agreed to receive your bills and correspondence by email, and agreed to pay your bills by direct debit, and that you have provided the correct Velocity membership details.

If all of these items are correct, please contact the EnergyAustralia team and they will be happy to help you.

My EnergyAustralia plan was cancelled before I received the first bill. Does this mean that I won’t be credited with my Velocity points?

If your EnergyAustralia plan is cancelled before your first bill, the Velocity Points will not be credited to your account.

I am an existing EnergyAustralia customer and moving to another premise. Am I eligible to earn Velocity Points for the new connection?

It depends. If you are an existing EnergyAustralia customer as at 22 February 2017 who is moving to another premise and retaining an energy service for the same energy product (ie electricity or gas) you will not be eligible to earn Points for signing up to that energy product, even if you are changing your plan (eg from a FlexiSaver Plan to an Anytime Saver Plan). However, you will be eligible for the 2,000 Points on each service anniversary.

If you are an existing EnergyAustralia customer as at 22 February 2017 who is moving to another premise and obtaining a new Anytime Saver plan for a different energy product (eg you previously had an electricity plan and will now obtain both an electricity plan and a gas plan), you will be eligible to earn Points for signing up to the new energy product only. In order to be eligible, you must agree to receive your bills and correspondence by email, and agree to pay your bills by direct debit. You will also earn 2,000 Points on each service anniversary.

I am an existing EnergyAustralia customer and Velocity member. Am I eligible for the $100 Virgin Australia Holidays voucher?

If you are an EnergyAustralia residential energy customer and you have linked your EnergyAustralia account to your Velocity account then you are eligible to receive a $100 Virgin Australia Holidays voucher. This excludes customers who have signed up to an Anytime Saver plan on or after 23 February 2017 as those customers are eligible for a different offer.

I am an existing EnergyAustralia customer and Velocity member. I have linked my accounts but haven’t received my voucher. Can you help me?

Please allow up to 10 business days for the Virgin Australia Holidays voucher to be emailed to your email account registered with Velocity.

I received a $100 Virgin Australia Holidays voucher over six months ago for linking my EnergyAustralia account to my Velocity account. I am trying to redeem this on the Virgin Australia website but I am getting a ‘voucher invalid’ message. Why?

Virgin Australia Holidays vouchers are valid for six months from the date of issue. If you haven’t used it within that time frame, I’m sorry but it has expired.

I received a $100 Virgin Australia Holiday voucher and I’m having trouble redeeming it online.

Please contact the Virgin Australia Holidays team on 13 15 16 with your voucher number and the team will be happy to help you.

When will I receive my anniversary Points?

Anniversary Points are awarded every year on the anniversary of the day that EnergyAustralia became responsible to supply you with electricity and/or gas (as applicable) under your plan. For example, if EnergyAustralia became responsible to supply you with electricity or gas on 12/10/2015, you will receive 2,000 Velocity Points on 12 October every year.

What do I have to do to earn anniversary Points?

To earn 2,000 bonus Points for each service anniversary of your EnergyAustralia account, you need to :

·         Have signed up to a Gas and/or an Electricity plan (whether a Fixed Rate plan, a Flexi Saver Plan, or an Anytime Saver plan).

·         Link your EnergyAustralia and Velocity account on your EnergyAustralia ‘My Account’ page.

·         Agree to receive your bills and correspondence by email on your EA ‘My Account’ page

·         Agree to pay your bills by direct debit on your EnergyAustralia ‘My Account’ page.

If I don’t provide my Velocity Frequent Flyer number prior to my first bill, will I be eligible to earn anniversary Points?

Yes, you will be eligible to receive anniversary Points. Anniversary Points will be credited to your Velocity account every year on the anniversary of the day that EnergyAustralia became responsible to supply you with electricity and/or gas (as applicable) under your plan.

However, you will not be eligible to receive Points for signing-up as you did not provide your Velocity membership details prior to receiving your first bill.