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.

Covid-19 | Energy On

Energy On Continues to Provide Services During the Coronavirus Pandemic

Taking every measure to operate within the guidelines set by Commonwealth and State Government recommendations, Energy On continues to serve our clients and customers, keeping our business safe and ensuring that we provide our embedded networks with their utilities.

Customer Service Team

Throughout the changing landscape of living with COVID-19, our Customer Service Team continues to answer enquiries; however, there may be slightly longer wait times for customers calling with questions. In line with Government directives, we may reduce the size of our team working in the office, with some of The Team working remotely. We recommend submitting a ticket via our Help Centre or emailing enquiries to TheTeam@EnergyOn.com.au.

Moving In

If you are moving into a property with an Energy On network, please contact us via our Help Centre or email TheTeam@EnergyOn.com.au.

Moving Out

If you are moving out of your property, please complete the move-out form on the Energy On Help Centre or email TheTeam@EnergyOn.com.au.

Payment Assistance

Energy On does not charge late fees or overdue fees. We are actively working with our customers to set up payment plans for utility costs, considering their financial situation. However, it is essential to note that there will be no disconnections for customers in financial stress during any time the Australian Energy Regulator enacts a standby Statement of Expectations.

Contact Us if you wish to request a payment extension or apply for a payment plan to manage your expenses.

Our Customer Service Team is ready to assist you, if you have questions, or would like to discuss setting up payment instalments, our Team can be contacted via our Help Centre, by email to TheTeam@EnergyOn.com.au or by phone on 1300 323 263.

Monitoring and Updates

Energy On continues to keep updated on the impact of Covid-19 and how to prevent further spread. In addition, we are committed to updating our staff, customers, and clients.

Below is a list of resources to assist you with further information:

Australian Government Department of Health
Australian Government COVID -19 Financial Assistance
Australian Government COVID -19 Information
Australian Government Department of Industry, Sciences, Energy and Resources – Now Dept of Climate Change, Energy, the Environment and Water.

Energy On is well aware of the import role we play in maintaining continued supply of your utilities, while also ensuring the health and safety of our team.

We have a great team who is committed to "business as usual" during this Pandemic. We will continue to safeguard the community and stick to our core values of being ethical, reliable, generous, and innovative.

We appreciate your patience and understanding as we all experience this unusual situation.