Network charges are passthrough costs from distributors and are set to cover the costs of constructing, maintaining, and operating the poles and wires that deliver electricity to the premise. Network tariffs are regulated by the Australian Energy Regulator (AER) and you can find more information on their website.
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Account Management
- Moving In
- Moving Out
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Account Information
- Adding another name to my account
- Appointing an Authorised Representative to your account
- Deceased Customer/Account
- How can I change my move in or move out date?
- How can I find my Customer number?
- How can we set up our account with joint account holders?
- How do I change my contact details?
- How do I know if my account is on Direct Debit?
- How do I update my payment details for Direct Debit?
- I have already moved out. Can I transfer the account name into my housemate's name?
- I'm moving out or going away, how can I switch off my power?
- My personal details are not correct
- The account holder has passed away, what do I need to do?
- What is my NMI and how do I find it?
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Invoicing and Payment
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Paying My Invoice
- Are there any fees associated with Direct Debit?
- Can I pay using centrepay?
- Can I set up Direct Debit?
- How can I change my current payment method?
- How can I Pay my Invoice?
- I am currently overseas. How can I pay my Invoice?
- If I have an outstanding amount on my account, do I need to pay this first before setting up Direct Debit?
- What are my payment options?
- What do I do if I haven't received my invoice?
- What is Payble and How does it work?
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Invoice Queries
- Can I view my past invoices?
- How is my Invoice Calculated?
- How often will I be receiving my bill? Can this be changed from monthly to every three months?
- How to Read your Invoice
- My invoice was unusually high this month. Was there a reason for this?
- What do I do if I can't pay my invoice?
- What happens after I’ve paid my final invoice?
- What if I cannot pay my invoice on time?
- What is a gas cooktop charge?
- What's my current rate?
- When will Direct Debit payments be deducted?
- When will I receive my final invoice?
- Where is my reference number on the invoice?
- Why is my invoice estimated?
- Why is my invoice higher than usual?
- Why is there a multiplier on my invoice?
- Why was I charged a dishonour fee?
- Will hot water be billed separately from cold water? Do I still need to contact my cold water distributor to have that set up?
- Rate Changes
- Fees and Charges
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Paying My Invoice
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Payment Assistance
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Concessions
- Am I entitled to a concession?
- Can I still have a concession added to my utility account if I did not mention this upon account set up?
- Centrepay Payments
- How much will the concession rebate be and how will I receive this?
- How to Apply for Concession Discounts
- I applied for the concession a long time ago and haven’t received anything, who can I contact for more information?
- I had my concession directly applied to my account with my previous energy company, why isn’t it the same with Energy On?
- I have a pensioner’s card, am I eligible for a concession?
- NSW Concessions and Rebates
- Queensland $550 Cost of Living Rebate
- Hardship
- General
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Concessions
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Outages and Emergencies
- Power Failure and Outages
- Building Faults and Emergencies
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Get to Know Your Utilities
- Utility Fact Sheets
- Utility FAQ
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General
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FAQ
- Contact Us
- Do I have to Sign Up with Energy On?
- Feedback and Complaints
- COVID-19
- Complaint Handling
- Can I choose to set up an account with a Retailer of my Choice?
- What options do I have around sustainable energy?
- How can I read my meter?
- How can I claim the Power saving bonus without a NMI?
- Do you offer GreenPower?
- Can I use solar PV when I am part of an embedded network?
- Victorian Government Embedded Network Ban
- Energy On – Language, translation and hearing Services
- How can I claim the $250 Energy Bill Relief?
- Energy On Policies
- Embedded Networks
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FAQ