Is it Compulsory to Connect through Energy On?

Its not compulsory for you to purchase your electricity through the Embedded Network. The Australian Energy Regulator (AER) requires that residents within an embedded network are entitled to source their electricity from a retailer of their choice. As such, you are entitled to seek quotations for the supply of electricity direct from any retailer. If you are able to secure a rate that you believe is better than the rates you are receiving as part of the embedded network you can enter into a contract for supply with that retailer.

What are the daily charges?

A daily charge is a fee for accessing and maintaining an energy distributors network. These fees are regulated by the Australian Energy Regulator (AER) and vary depending on where you live

Do you provide any Energy Concessions?

In regards to a concession, you are in an embedded network, unfortunately we cannot give discounts or concessions. However, you may be entitled to apply for a Non Mains Energy Concession. You will need to contact the Department of Human Services. Give them a call for more information 1800 658 521.

How can I check account balance?

You can check your account balance by simply filling in the Account Enquiry Form. Someone from our team will respond to you as soon as possible. You can also inquire about any other matters related to your account with the same form.

What are the On-Peak and Off-Peak times?

For Victoria the peak and off peak times are the following:Peak times: Electricity used between 7am and 11pm, Monday to Friday. Off-Peak times: Electricity used between 11pm and 7am, Monday to Friday, and all Weekend.To find out the on-peak and off-peak times in any other state please contact us by simply filling in the Account Enquiry Form

I am currently overseas. How can I pay my bill?

We have a number of payment options available to you.If you are overseas the best options would be to pay through BPay (if your financial instituition allows it) or you can pay online with a credit card

My bill was unusually high this month. Was there a reason for this

The most likely reason you may have received an unusually high bill is due to billing period fluctuations. Billing periods can go to as high as 37 days, whilst the lowest billing period may be 28 days. If you received an unusually high bill, feel free to contact us and we will investigate the issue for you.

Fees and Charges

Fees and Charges include:

Connection and Disconnection Fees for when you move-in or move-out,
Disconnection and Reconnection Charges due to non-payment or incomplete Sale of Utility Agreement (SUA),
Paper Invoice Fees,
Direct Debit Dishonour Fees; and,
Credit Card Surcharge Fees.

Connection and Disconnection Fees

Fees represent the cost of connection and disconnection of electricity on move-in and on move-out.

State	Distribution Area	Connection Fee*	Disconnection Fee*
State	Distribution Area	1 July 2024 – 30 Jun 2025	1 July 2024 – 30 Jun 2025
Vic	CitiPower	$ 44.00	$ 44.00
	Powercor	$ 44.00	$ 44.00
	AusNet Services	$ 44.00	$ 44.00
	Jemena	$ 44.00	$ 44.00
	United Energy	$ 44.00	$ 44.00
SA	SA Power Networks	$ 60.94	$ 60.94
NSW	Ausgrid (Residential)	$ 15.87	$ 15.87
	Endeavour Energy (Residential)	$ 61.27	$ 61.27
	Essential Energy (Residential)	$ 39.77	$ 39.77
QLD	Energex	-	-
QLD	Ergon	-	-
Tas	TasNetworks	-	-
Hot Water	All Sites	-	$ 4.95

*All amounts include GST.

Disconnection, Reconnection and After Hours Reconnection Charge

Charges represent the cost of disconnection and reconnection of utilities due to non-payment or incomplete SUA.

State	Distribution Area	Disconnection Charge*	Reconnection Charge*	After Hours Reconnection Charge *
Vic	CitiPower	$ 47.71	Standard $ 47.00 Same Day $ 60.37	$ 60.37
	Powercor	$ 74.01	Standard $ 69.64 Same Day $ 113.45	$ 113.45
	AusNet Services	$ 45.35	$ 45.35	$ 79.38
	Jemena	$ 92.50	$ 64.50	$ 112.60
	United Energy	$ 65.23	Standard $ 65.23 Same Day $ 98.33	$ 98.33
SA	SA Power Networks	$ 60.94	$ 60.94	$ 136.41
NSW	Ausgrid (Residential)	$ 113.67	$ 113.67	$ 156.54
	Endeavour Energy (Residential)	$ 121.48	$ 121.48	$ 344.20
	Essential Energy (Residential)	$ 93.29	$ 85.14	$ 215.52
QLD	Energex	-	$ 58.20	$ 137.74
QLD	Ergon	-	$ 58.20	$ 140.35
Tas	TasNetworks	$ 99.00	$ 99.00	$ 425.07
Hot Water	All Sites	$ 72.31	$ 72.31	$ 102.63

*All amounts include GST.

Standard: This is the same as the usual connection/disconnection fee on move in and move out.

Same Day: This is if a meter reconnection request is received BEFORE 3pm on a business day.

AH (After Hours): This is if meter reconnection request is received AFTER 3pm on a business day for same day connection.

Paper Invoice Fee

If you require your invoices and associated notices to be posted to you, there is an Admin Fee of $3.30 (Incl. GST) per invoice.

Direct Debit Dishonour Fee

If you have Direct Debit set up on your utility account and the payment fails, you may be charged a Direct Debit Dishonour Fee of $4.95 (Incl. GST) per occurrence.

Credit Card Surcharge Fees

Payments made by Visa, Mastercard or American Express will incur a 1% surcharge.