How can we help you?

You can use My Account to set up Direct Debit, Bpay & manual payment. 

Our bank will withdraw from your nominated account on a day nominated by us or 13 working days after your bill is issued. This appears on your bill as the due date.

You can arrange a regular direct debit payment using your preferable bank account or credit card (Visa or Mastercard) by logging into My Account. 

Please check with your bank as overdrawn arrangemnet is between you and your bank.

Yes. Your account details will only be shared with our bank to initiate withdrawals from your nominated account, or in connection with a claim of an alleged incorrect or wrongful withdrawal.

We understand that the passing of a family member and finalising an estate can be stressful, so we have a simple system to help you sort out their energy account as quickly as possible.

We encourage you to contact us by phone on 1300 946 7500 or live chat so we can help organise the best result.

You don’t have to be family or the executor of the estate, so long as you can tell us the account details to ensure we are providing the correct service.

One of our customer service representatives will then guide you through the steps needed to close the account, or transfer the service to another account holder if you still require an energy supply.

Login to My account, set up Regular Payment. You either set up direct debit in My Account or sign and return a form from our payment options (you’ll also receive this as part of your confirmation pack). Your nominated account must be able to accept direct debits. Please ensure you’ve provided the correct account details (check with your bank if you’re unsure), you have sufficient funds in your account, and please notify us as soon as possible of any changes.

If you need an extra week or two to pay a typical bill you can request a payment extension. Please log in to My Account and request this. We’ll automatically adjust the due date. You’ll just need to enter your account details and some information that can be found on your current bill. Contact us if you’re having greater difficulty paying your bill and would like to discuss your options.

Customers can pay a monthly estimated amount which will be measured every quarter to your actual bill.  Each quarter your bill will be adjusted accordingly.  If you have over paid, you will have a credit on your account.  If you have underpaid, your quarterly bill will be invoiced for the outstanding amount. 

Yes, you can update your payment method by logging into my My Account and change your bill preferences at anytime.  We can assist you on web chat or give us a call. 

If you have a regular payment arrangement and you know you won’t have sufficient funds to pay your next direct debit payment on time, you can login to My Account at least three days before the due date to change your direct debit payment date or ask for an extension. When there’s not enough funds in your account to cover your bill, your bank may charge you a fee. You might also miss out on your pay on time discount if you don’t ask for payment extension and there aren’t enough funds to cover the amount. Also, if you have insufficient funds in your account to cover your bill or request a payment extension, it may result in your pay by due date discounts not being applied. Late payments fees may also apply on some plans if you don’t pay on time. If you need further assistance you can also contact us and we'll be happy to help.

Some factors will make your request for a payment extension more complicated, such as: if your total amount due is greater than $1,000, if you need a payment extension that is greater than two weeks, if you’ve received a reminder notice or disconnection warning from us, if you’ve already requested a payment extension on your current bill.