Here are some frequently asked questions about invoices to help make your experience smoother. If you don’t find the answer you’re looking for, please feel free to call us or submit a ticket, and we’ll be happy to assist you.
What happens if I don’t pay my invoice on time?
If you do not pay your invoice by the due date, that's okay! Please make a payment as soon as possible, or contact us to let us know when you plan to make a payment.
You may receive an automated courtesy text message and/or a Reminder Notice if we haven't heard from you. No late fees will be applied.
What if I cannot pay my invoice on time?
If you're unable to make a payment or are experiencing difficulties, please contact us as soon as possible. Our team is here to help and explore available options, including potential payment assistance.
This can include:
- Additional time to pay,
- Other arrangements, such as differing intervals,
- Assistance applying for concessions,
- Instalment Payment Plan, and
- Paying for energy use in advance.
Energy On has a dedicated Payment Assistance Team that is here to help.
Please reach out to Our Team who will be able to work with you to discuss the options available to you.
If we do not hear from you, the notices may escalate, potentially leading to a phone call or, in some cases, disconnection of your service or an impact on your credit listing.
What do I do if I haven’t received my invoice?
Invoices are issued on a monthly, bi-monthly, or quarterly basis.
If you haven’t received your invoice, it may be due to a delay in issuing, in which case you should receive an email notification.
If you have concerns, please contact us to verify that we have the correct details for your account. Even if you haven't received your invoice, payments are still required for any accumulated charges. You can request a copy of your most recent invoice or access all your invoices through the Customer Portal, which includes all invoice emails from Energy On.
Can I get an extension on my invoice?
Energy On is here to assist you with managing your invoice payments.
We offer various payment assistance options and can help arrange a payment extension if needed. Please reach out to our team to discuss the best solution for your situation.
How often will I be receiving my invoice? Can this be changed from monthly to every three months?
Invoice frequency is determined by the Owner(s) of the Embedded Network and/or the Strata Manager, and Energy On must adhere to this schedule. You will receive an invoice for your energy usage at least every three months. While we do not charge late fees, we are happy to work with you to manage your payments if a three-month cycle is inconvenient.
If you'd like to set up a payment plan that better suits your needs, please contact our Payment Assistance Team by submitting your query HERE.
Why is my invoice estimated?
From time to time, we may not be able to access your meter or obtain an accurate meter reading. Due to this, you may be issued an invoice with an estimated meter read (as shown by the “E” in the read).
If your invoice is based on an estimated read, you may request an adjusted invoice by providing us with your own meter read, if accessible.
Can I view my past invoices?
Yes, of course!
Our team can compile and provide invoices to you as you need, simply reach out to us and let us know for what period you would like your invoices.
Our Customer Portal is being gradually rolled out across all sites and will be available to you soon. If you don’t have access yet, it will be coming your way shortly!
Please contact The Team, and we will email or post your invoices.