Frequently Asked Questions

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The energy distributor in your area should be the first point of contact when reporting a power outage. Different companies distribute power to various locations across Australia.

You can find your distributor's name in your energy plan under ‘Electricity distributor’. If you don’t have your distributor contact details on hand, you can find them on the Australian Energy Regulator website.

Alternatively, you can contact us and we can refer you to your distributor and give you their contact details.

If your account is setup for direct debit and you have received communications that your direct debit has failed, it is likely that your details are either incorrect or there were insufficient funds in your account.

To update your direct debit details, please contact our Customer Service Team by [email] or call 13 14 04 (Monday – Friday, 9am-6pm).

If you are experiencing difficulty paying your bill due to hardship, please review our hardship policy and contact our Customer Service Team by [email] or call 13 14 04 (Monday – Friday, 9am-6pm).

Our plans can’t be transferred between homes. If your new address is in an eligible area, you can sign up for the same plan, but the rates may change depending on where you move and what time of the year you move.

If you sign up online, you can choose to set up direct debit payments using either a bank account or credit card (including AMEX) at the time of sign up. We accept VISA, Mastercard and AMEX cards. We don’t currently accept Diners Club.  
If you’ve already signed up online, our Customer Service Team can help you set up direct debit payments from a bank account only at this stage.

We don’t charge exit fees on our energy plans.  
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