Your reference number is a ten-digit number located on the bottom left of the first page on your invoice, under the How To Pay section, highlighted in the red square below.
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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