FAQs
  • How can the system be provided at no cost to me?
    With Solar Plus Plan, you will be paying one low usage rate (excluding controlled load usage if applicable) for all the electricity you consume whether it’s from the electricity grid or from the solar and battery system. We will manage the solar and battery system which allows us to reduce the cost of supplying energy to you. This allows us to lock in your usage rate and provide the system to you after the 7 year contract period for no upfront cost.
  • Who is eligible for this product?
    Solar Plus Plan is available to customers who:
    • Own and have lived in their home for at least 6 months.
    • Have an average daily usage of 10kWh or more (or 12kWh or more if you have a controlled load at your property).
    • Don’t have solar and/or a battery already installed.
    • Live in an eligible postcode in NSW.
    • Pass the checks and assessments that we will complete as part of the application process.
    • Have no one at the home dependent on life support equipment.
    • Are not a concession cardholder.
  • Will a credit check be carried out?
    Yes, we’ll conduct a credit check which is a usual process when you open an electricity account. Due to the high value of the system exit fee, a higher credit score than usual is required.
  • How long will the process take?
    All in all, the process from sign up to installation can take anywhere from 3 to 5 months with the following stages:
    • A remote desktop assessment followed by a site assessment to check your eligibility and whether the solar and battery system can be installed at your home. These initial checks can take approximately 3 to 8 weeks to complete.
    • If you are deemed eligible, we’ll let you know by issuing you a Welcome Pack to Solar Plus Plan. You’ll be transferred to the Plan and your new rate after the 10 business day cooling off period.
    • We’ll then initiate the installation process which could take 2-3 months to complete and we’ll keep you updated on progress.
  • Why should I sign up to Solar Plus Plan?
    With Solar Plus Plan:
    • You’ll be charged a usage rate, known as a “blended rate”, for the energy consumed at your property - including electricity from the grid and electricity generated by and drawn from the solar and battery system (but excluding controlled load consumption, where applicable). This blended rate if fixed for the 7 year contract term (other charges, like the daily supply charge and controlled load rate, are subject to change).
    • At the end of the 7 years, you’ll own a solar and battery system.
    • You don’t have to worry about system selection, we take care of system design and installation.
    • We’ll maintain the solar and battery system over the 7 year term, it’s our priority to keep it running smoothly.
    • You’ll be reducing your home’s dependence on fossil fuels using clean energy generated by the solar and battery system.
  • When does my plan start?
    We’ll send you a Welcome Pack to let you know your application has been approved. You’ll be transferred to Solar Plus Plan at the end of the 10 day cooling off period.
  • I received an SMS regarding a late transfer, what does that mean for me?
    This SMS was sent to inform you that your transfer to the Solar Plus Plan has been delayed and that we’re currently working to resolve this. We appreciate your patience and we’re sorry for the inconvenience.
  • Why is my transfer delayed?
    There could be several reasons why your transfer to On by EnergyAustralia has been delayed. You don’t need to do anything at this time and we’re working to get your electricity account transferred to us as quickly as possible.
  • Is the solar and battery system safe?
    The products installed at your property will comply with all applicable Australian safety and reliability standards. The installers we use are qualified electricians with Clean Energy Council accreditation thereby ensuring best industry practices are adhered to.
  • What checks will be done on my property?
    We will be checking your property to make sure it is suitable for the installation and operation of the system. These checks include things like:
    • The roof can fit the required number of panels.
    • Suitable pitch of the roof and the direction the panels will face.
    • There is safe access to the roof for the installers.
    • Proximity to salt water.

    A site assessment will determine if there are any hazards at the property that require additional work (e.g. asbestos or complex electrical wiring).
  • What are the hardware specifications for the products used in the system?
    Solar Plus Plan’s hardware has been chosen to ensure durability and longevity. The panels and inverter used may vary due to the rapid evolution of these technologies. Any hardware changes will be substituted with products of equal or better specifications and quality, we’ll let you know if this happens.

    Battery: Tesla Powerwall 2
    13.5kWh battery capacity
    Spec sheet

    Warranty sheet

    Panels: Q CELLS - Q.MAXX 330 watt half-cell panels
    Spec sheet

    Warranty sheet

    Inverter: Goodwe GW5000D-NS
    Single phase inverter with dual tracking
    Spec sheet

    Warranty sheet
  • What is a smart meter?
    Smart meters measure how much electricity is used at your premises and at what time the electricity is being consumed. They send your usage information to us wirelessly, removing the need for onsite meter reads.

    Many homes and businesses outside of Victoria do not have smart meters. These old style meters will be phased out over time and replaced with new meters until smart meters are used uniformly around Australia.

    Smart meters with remote communications enabled offer many benefits, including:
    • increased consumption information (accessible in MyEnergy), which can help you manage your electricity usage.
    • remote meter readings, removing the need for onsite meter reads which reduces our cost to serve you and allows us to offer you better rates.
  • Are smart meters safe?
    Yes. Smart meters are manufactured and installed in accordance with strict Australian Standards.
    Smart meters are safe and all smart meters installed comply with the electromagnetic exposure limits developed by the Australian Radiation Protection and Nuclear Safety Agency. Smart meters have similar frequencies to those found in mobile and cordless phones, Wi-Fi routers and baby monitors.

    For more information go to www.arpansa.gov.au/understanding-radiation/radiation-sources/more-radiation-sources/smart-meters.
  • I live in a heritage listed or heritage overlay property, why am I ineligible for Solar Plus Plan?
    Heritage listed or heritage overlay properties typically require greater levels of council approval and complex electrical work to install solar and battery systems, so they are currently ineligible for Solar Plus Plan. We’re reviewing our criteria with the aim of offering the Solar Plus Plan to as many customers as possible in the near future. Click here to express your interest and we will get in touch if this changes.
  • I live in a strata or body corporate managed property, why am I ineligible Solar Plus Plan?
    Strata or body corporate managed properties may require approval to install the solar and battery system, so they are currently ineligible for Solar Plus Plan. We’re reviewing these criteria with the aim of offering the Solar Plus Plan to as many customers as possible. Click here to express your interest and we will get in touch if this changes.
  • What is the warranty period on the system?
    All product warranties extend for a year of at least 10 years giving you peace of mind that you will still be covered when ownership of the system transfers to you. Click here to view the warranty periods FAQ.
  • Who’s responsible for insuring the system?
    On by EnergyAustralia will insure against risk of accidental damage to the system up until title to the system is transferred to you. After that, you will need to arrange you own insurance to cover damage to the system. Our public liability insurance coverage will apply in the unlikely event that damage is caused by the solar PV and battery system.
  • What happens in a blackout or unplanned outage?
    The system will not supply backup power to your home in the event of a blackout or unplanned outage. This is due to the way we install the system to support Solar Plus Plan. So, you should expect to still be affected by blackouts or unplanned outages and should not rely on the battery as backup power.
  • Where can I find out more about smart meters and Power of Choice?
    The Australian Energy Market Operator (Australia’s independent energy markets and power systems operator) and the Australian Energy Market Commission (which sets the rules that govern the electricity and natural gas markets) both offer information on the Power of Choice review and its resulting rule changes on their websites:

    AEMO: https://www.aemo.com.au/Electricity/National-Electricity-Market-NEM/Power-of-Choice.
    Each state government also has information available on Power of Choice:

    NSW: https://energysaver.nsw.gov.au/households/understand-your-usage/smart-meters.
    QLD: https://www.dews.qld.gov.au/electricity/saving/digital-meter.
    SA: https://www.sa.gov.au/topics/energy-and-environment/meters-and-bills/smart-meters.
    VIC: http://victorianenergysaver.vic.gov.au/bills-pricing-and-meters/smart-meters-and-how-they-work.
  • How can I be sure the products advertised are what will be installed?
    With Solar Plus Plan, we’ll be installing a Tesla Powerwall. Due to the rapid evolution of solar technology, the final solar panels and inverter may change from what is advertised between the time you sign up and installation. Any substitution of the solar panels will be replaced with panels of equal or greater wattage. We will use our best efforts to let you know if there are any changes prior to installation.
  • What if my home is being renovated and the structure of the home isn't finalised?
    We can only verify your eligibility once renovations are completed. We ask that you hold off applying for the plan until then.
  • Will I be charged for the installation of a smart meter?
    Typically, smart meter installations don’t incur a charge to the customer. In some extraordinary circumstances, however, the installation of a new smart meter or the replacement of an existing meter can trigger additional customer costs, either from the retailer or third parties (such as electricians, tradespeople or others). We will contact you prior to completing any work if any of the following occur:
    • Access to the meter is hindered by obstacles, locks or safety hazards that cannot be resolved without incurring additional charges.
    • The condition of your wiring or meter box requires works to be completed before a safe and compliant installation of a meter can occur.
    • The electrical demand at the property requires special metering equipment.
    • Mobile telecommunications signals at your property do not reach the metering room/location without additional cabling and antennas.
  • What do I need to do for the meter installation?
    Make sure there’s clear and safe access to your electricity meter and switchboard which could be located inside or outside your home.

    We will need you to be home at the scheduled time of installation if we cannot access your meter and switchboard due to a locked gate, an unrestrained pet or because the meter and/or switchboard are inside your home.

    As a precaution, you may want to unplug sensitive electrical equipment such as computers and media players.
  • What can I expect to happen during the meter installation?
    The installation will be carried out by a technician from the relevant Metering Services provider on behalf of On by EnergyAustralia. The meter installation will typically take about an hour and your power will be turned off for approximately 60 minutes during this process (unless your installation requires additional work). If you are at the property, the installer will inform you prior to commencing the replacement so that you are aware that your electricity will be interrupted. If there are any unusual circumstances and the interruption takes longer, you will be advised. The technician will remove the current meter and replace it with a new one. The new meter will be tested and your power restored. If you are at the property, you will also be advised when the meter installation is complete.
  • Do I need to be home when the new smart meter is being installed?
    You don’t need to be home for the technician to install the smart meter if there is clear and safe access to your property, the meter and your switchboard.
  • Can I choose not to have a smart meter installed?
    No, Solar Plus Plan requires a smart meter to be installed at your property.
  • What's the difference between a meter and a switchboard?
    A meter is used to measure how much electricity is being used at your property. There are many different types of meters that can be used to record and display your usage.

    A switchboard is a panel inside or outside your home that contains a set of switches for connecting or disconnecting household electricity circuits.
  • Do I own the smart meter?
    No, meters are not the property of the customer. Your meter stays with the premises. For your safety it is important that you do not interfere with the meter.
  • The meter installer left a card saying they were unable to install my smart meter. How do I find out more information?
    Once we’ve confirmed details of a smart meter installation at your property, a technician from the relevant Metering Services provider on behalf of On by EnergyAustralia will attend your property to complete the installation. Sometimes during the process, an issue (commonly called a ‘site defect’) is discovered which prevents the installer from completing the job. This could include the discovery of onsite contaminants such as asbestos, electrical wiring issues or inability of the technician to safely access the meter. If this occurs, the meter installer will provide you with information outlining the site defect, why it prevented installation and who is responsible for rectification works. We will be in touch if there is a site defect to discuss the matter further with you and arrange another appointment.

    All wiring issues associated with the circuitry in the home, the switchboard and the meter box are the responsibility of the homeowner.
  • Who will install the solar and battery system?
    Our Clean Energy Council approved installers will install your system.
  • What do I need to do for the installation?
    You’ll need to be present at the property for the site assessment (approximately 2 hours) and for the installation (1-2 days). Both will occur on business days. Our technicians will provide you notice to make sure you are available. If you have a tiled roof, we ask that you have 6-12 spare tiles available. This way the installers can quickly replace any tiles if they crack during installation. Please also make sure that any animals are restrained and that any obstructions to the switchboard are moved.
  • Where will the battery and inverter be located?
    The location of the battery and inverter will be decided by the installer during the site assessment. Typically, they need to be close to the switchboard. Safety requirements dictate that batteries cannot be placed inside living spaces and need to be placed on a south or east facing wall or under shade. If you have somewhere in mind for the battery or inverter to be located, please discuss this with the technician on the day of the site assessment to see if this is possible.
  • Can I choose where on the roof the solar panels are installed?
    Our installers will decide the placement of the solar panels based on the layout of your roof to get the optimal performance from the system. Sometimes this will mean the panels will be visible from the street.
  • Why does On by EnergyAustralia manage the system operations?
    We need to manage the solar and battery system as part of a Virtual Power Plant (VPP) so that we can optimise the way we supply electricity to you. This helps us to achieve the lowest possible cost and therefore pass on a low electricity rate to you. To understand how a Virtual Power Plant works, click here.
  • What do I need to do to maintain the system?
    During the 7 year contract period we will monitor and action any maintenance required on the system. For your safety, please do not attempt to clean or otherwise interfere with the battery, inverter or solar panels. Accidental damage from interfering with or attempting to clean the system may result in you being required to pay the system exit fee. If you have any concerns with the system, please get in touch and we’ll investigate. You’ll be provided with system maintenance information for you to refer to once the system is yours.
  • What happens if my system is not working?
    You don’t need to do anything, we’ll monitor the system performance throughout the term of the contract and resolve any support and maintenance issues. Rest assured any maintenance issues with your system will not impact your electricity supply.
  • Who do I contact for faults & emergencies?
    We’ll be monitoring the system performance and will resolve any issues. You may also call us on 1800 108 633 if you want to bring something to our attention.

    For a fault or emergency related to infrastructures such as poles, wires, meters, or if your power is out, you need to contact your distributor, Ausgrid, on 13 13 88 (24 hours).

    If the fault or emergency is life threatening, please call 000.
  • What happens if I want to extend or work on my roof?
    You need to let us know if you propose to undertake any works, renovations or extensions that are likely to impact on the system or its operation and you’ll need to pay the system exit fee. For example, if your proposed renovations require the solar panels, inverter or battery to be moved, you will need to pay the system exit fee and arrange for the system to be moved at your own cost.
  • What does it mean that I am part of a Virtual Power Plant?
    A Virtual Power Plant (VPP) is a collection of individual solar and battery systems that are managed collectively to help supply electricity to customers and reduce strains on the electricity network. Your solar and battery system will join a fleet of systems, which we will manage as if it were one giant battery.
    For example, during heatwaves – when the network is generally under stress - we are able to collectively deploy the enrolled batteries to supply additional electricity to the grid, just like a small (virtual) “power plant” contributing energy to help enhance grid reliability.
  • How will you make sure I am not left without power?
    If the system stops working or is unable to meet your electricity needs, your power will be supplied from the electricity grid. There is no increased risk of losing power associated with installing the system.
  • How is the system exit fee calculated if you leave the 7 year contract early?
    By applying for Solar Plus Plan, you are committing to a 7 year contract term, commencing from the date the system is installed at your property. You will be required to pay the system exit fee if you exit Solar Plus Plan within the 7 year contract term (including if decide to leave, you sell or move house, renovate, switch plans or default on bill payments).

    The specific amount of the system exit fee depends on when you leave or are deemed to have left (known as the Exit Date) as compared to when the 7 year contract term would have otherwise expired (Expiry Date) and the value of the system as advised at the time you apply (System Value). It’s calculated in accordance with the following formula:

    x x System Value = System Exit Fee
    y

    Where:
    • x is the number of calendar days between the Exit Date and the Expiry Date; and
    • y is the number of calendar days between the Installation Date and the Expiry Date

    We ask that you carefully read the System Contract to understand when and how the system exit fee will become payable, and how it will be calculated. However, by way of example: if your System is installed on 1 March 2020 and several years later you decide to sell your home (with relevant Exit Date being 30 July 2024), assuming a System Value of $15,350, the System Exit Fee will be calculated as follows:

    944 x $15,350 = $5,669.17
    2,556

    For demonstration purposes, the table below shows the indicative system exit fee at the end of each contract year (assuming a System Value of $15,350).

    Year end System Exit Fee*
    0$15,350
    1$13,158
    2$10,966
    3$8,774
    4$6,576
    5$4,384
    6$2,192
    7$0

    *System exit fee shown here include GST and are indicative only, based on an example System Value of $15,350 and at a specific point in time.
    Full details on when the system exit fee is payable and how it will be calculated are contained within the System Contract.
  • What happens if I change my mind?
    You have a 10 business day ‘cooling off’ period from receiving your Welcome Pack to change your mind. This means you’re free to cancel your agreement at any time before this point. If we have already incurred some costs (for example, undertaken a site visit at your property, lodged the grid application or performed the meter exchange), we might require you to reimburse us for this, but you won’t incur any other cost. If you want to leave the plan after the system has been installed (including if you sell or move house) you will need to pay the system exit fee and you will own the system after doing so.
  • What happens if I decide to switch electricity providers at a later date?
    Switching to another electricity provider within the 7-year contract term will constitute leaving Solar Plus Plan early. You will have to pay the system exit fee.
  • What happens if I move out or sell my property?
    You need to let us know if you propose to sell your property or move out and you’ll need to pay the system exit fee.
  • If I change my mind, can the solar and battery system be removed?
    We recommend you think very carefully about whether you want the system before applying for this Plan. We do not offer the option of having it removed.

    If you change your mind before the system is installed, you’ll need to let us know as soon as possible (if we’ve already incurred some costs, for example, undertaken a site visit at your property, lodged the grid application or performed the meter exchange, we might require you to reimburse us for this, but you won’t otherwise incur any cost.)

    However, if you decide you want or need the system removed or relocated after it has been installed, you will need to first pay the system exit fee to purchase the system and arrange its removal or relocation at your own cost.
  • What are my options at the end of the 7-year contract term?
    At the end of the contract term, you'll own the solar and battery system. We’ll transfer you to the best generally available plan, unless you notify us that you would like to choose another plan.
  • How much notice do I need to I provide if I am selling or moving?
    If you’re selling your property, you must notify us as soon as possible (no later than 20 business days prior to the completion of the sale or transfer). You’ll be required to pay the system exit fee prior to the completion of the sale or transfer.

    If you are moving out but not selling the property, we recommend that you contact us as soon as possible so we can provide you with details of your system exit fee and to arrange the disconnection of your account at the property you are vacating.
  • How do I get access to MyEnergy?
    You’ll receive an email with a link to log into your account. From there, you can check your usage and update your account information at any time.
  • How can I check my usage?
    Once we install your smart meter, you can check your usage at any time by logging into your MyEnergy Account. Electricity usage information may take up to 48 hours to update and will show your total electricity usage regardless of whether it comes from the solar and battery or the electricity grid.
  • How can I reduce my electricity use at home?
    Our electricity saving big ideas outlines the many ways you can reduce your bills and minimise your impact on the environment.
  • Am I entitled to a concession on my bill?
    Depending on your individual circumstances and which state you live in, you may be entitled to a concession on your electricity account. See our summary of the different concessions available to residential customers in each state and the relevant state government websites that contain more information on these concessions.

    If you already have a concession card you will not be eligible for Solar Plus Plan.

    However, if you’re a Solar Plus Plan customer and have recently become a concession card holder, you’ll need to contact us so we can update your account by calling us on 1800 108 633.
  • What happens if I don't receive my emailed bill?
    You should check your junk or spam folders to see if your bill has been filed incorrectly.

    In some cases, your email may bounce back. This will happen when your email address is invalid, or your inbox is full. If this happens your email address will show on our email delivery report and will be flagged as undeliverable. If this happens, we'll contact you to update your details. You can also view your bill on the MyEnergy self-serve portal and you will have the option to update your email address here as well.
  • Do I receive a feed-in-tariff for excess solar generation?
    During the 7 year term, while we own and run the system, you will not receive a feed-in-tariff for excess solar generation. Once the contract ends and you own the system, you may be eligible for a feed-in-tariff if you join a plan that offers a feed-in tariff. The relevant plan will set out further details about your eligibility for receiving feed-in tariffs.
  • What is a feed-in tariff (FiT)?
    A feed-in tariff is paid by retailers for excess solar power that is sold back into the electricity grid. Feed-in tariffs vary between retailers and where you live, and sometimes you might not be eligible for one at all. During the 7 year contract for Solar Plus Plan, you will not receive a feed-in tariff.
  • Are there any additional fees?
    Other possible charges may include dishonour, disconnection and credit card fees. These aren’t fixed and may vary.
  • Can I get a discount on my bill?
    Due to the competitive pricing of Solar Plus Plan, there are no further discounts available.
  • How will I receive my bills and other correspondence?
    You’ll automatically opt in to receive all bills and correspondence from us by email, as per the terms and conditions of the agreement.
  • What happens if electricity rates change?
    The specific rates and charges applicable to you will be specified in your energy plan details at the time of applying. They include:
    • a rate for the energy consumed at your premises, including electricity from the grid and electricity generated by and drawn from the Solar and Battery System, but excluding controlled load consumption, where applicable (known as the “blended rate”);
    • if applicable, a rate for energy consumed on any controlled loads you may have at your premises (the controlled load rate); and.
    • a daily supply charge.

    The blended rate if fixed, which means it will remain the same for your 7 year contract period. The daily supply charge and the controlled load rate (if applicable) are subject to change. We typically review these rates annually and we’ll let you know before they change.
  • Can I have an extension to pay my bill?
    If you need an extra day or two to pay a typical bill you can request a payment extension through:
    We will 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.
  • Can I pay by direct debit using my credit card?
    Yes, you can set up direct debit payments from your MasterCard or Visa credit card. There are no merchant service fees when you set up direct debit payments from your MasterCard, or Visa credit card.
  • How do we notify you of a failed payment?
    We will send you an SMS and email to notify you of unsuccessful payments.
  • How much will the bank charge me if I’ve overdrawn on my account?
    You will need to check with your bank.
  • What are my direct debit responsibilities?
    To ensure your direct debit runs smoothly, make sure:
    • You’ve set up direct debit in MyEnergy.
    • Your nominated account can accept direct debits.
    • You’ve provided correct account details (check with your bank if you’re unsure).
    • You have sufficient funds in your account.
    • You notify us as soon as possible of any changes, such as credit card expiry dates.
  • What are my payment options?
    You can pay via direct debit from a credit card, debit card or bank account. Direct debit is the easy way to ensure your bills are paid on time. You will still receive your bill to review before the payment is automatically deducted.
  • Can I pay without using direct debit?
    No, direct debit is the only option to pay your bills on Solar Plus Plan, as per the Solar Plus Plan Terms and Conditions.
  • What happens if I don’t have enough funds in my account?
    If you have a direct debit payment arrangement and you know you won’t have enough funds to pay your next direct debit payment on time, you can login to MyEnergy at least three days before the due date to change your direct debit payment date.

    Please note: Where there are insufficient funds in your account to cover your bill, your bank may charge you a fee.

    If you need further assistance you can also contact us via chat and we'll be happy to help.
  • What if I can’t pay my next bill?
    If you’re worried that you won’t be able to pay your next bill, you can request a payment extension by contacting us.

    If you’re impacted by long-term financial hardship, our dedicated team can work with you to arrange a suitable payment plan to help you with any difficulties paying your energy bills.
  • Can I get a refund?
    If you’ve overpaid your bill and your account is in credit, or you’ve made payment to the wrong account you can contact us to request a refund.

    If you notice your bill has a charge you don't recognise, or you haven’t received a credit you were expecting, please contact us and we will investigate. If we find that the charge is valid, we won’t give a refund for this amount.

    Refunds will be made to your bank account or credit card which can take up to five business days.
  • What is life support?
    You are classified as being life support dependent if you depend on any of the following equipment:
    • Oxygen concentrator.
    • Intermittent peritoneal dialysis machine.
    • Kidney dialysis machine.
    • Chronic positive airways pressure respirator.
    • Crigler najjar syndrome phototherapy equipment.
    • Ventilator for life support.
    • Any other equipment (whether fuelled by electricity or gas) that a registered medical practitioner certifies is required for life support, or a medical condition which requires continued supply of gas.
  • What happens if I have life support requirements?
    If you, or a member of your household, depends on life support, you’re unfortunately not eligible to sign up to Solar Plus Plan.

    If you, or a member of your household, becomes dependant on life support during the plan term, you need to contact us, as soon as possible, so we can confirm the life support requirements at your premises. Call us on 1800 108 633 or Email: support@experienceon.com.au.

    We’ll advise your local network service provider, who will provide you with practical advice and an emergency phone number in the event of a power failure or interruption (planned or unplanned).

    Once we’ve registered you for life support, we’ll send you an application form to confirm the life support registration on your account. Alternatively, you can contact us to receive the form via email.

    You’ll need to complete this application form and have your medical practitioner sign it. Please then return it to us by the due date printed on the form, by sending it to: support@experienceon.com.au.

    Failure to do this may result in you no longer being registered for life support with On by EnergyAustralia or your distributor.
  • Am I eligible for Life Support concession/rebate?
    On by EnergyAustralia has provided the following information to assist customers in understanding the various concessions provided by state government and the eligibility requirements to receive these concessions. It is the responsibility of the customer to determine whether they are entitled to receive a concession.

    Choose your state for details on concessions that may be available to you:
    • Victoria
    • New South Wales
    • Australian Capital Territory
    • Victoria
    • South Australia
    • Queensland

    Already know you are eligible?

    If you have an existing account with On by EnergyAustralia, contact us to register your concession details.
  • Where can I find your privacy policy?
    We take the management of your personal information seriously. The EnergyAustralia Privacy Policy applies to On by EnergyAustralia and states explicitly how we comply with the Privacy Act.
  • How do I opt out of marketing emails?
    For SMS or email marketing, click on the unsubscribe link or follow the instructions in the message you receive from us.

    To opt out of any marketing communication channel (including direct marketing received in the mail, SMS, email or phone) call us on 1800 108 633, or write to us:

    The Privacy Officer
    EnergyAustralia
    Locked Bag 14060
    Melbourne City Mail Centre 8001

    Please make sure the opt-out information you provide us matches with the contact details we have for you in our system. In some circumstances, we may need to contact you to obtain additional information, to verify your identity or to clarify your request.
  • How long does it take for the opt-out to become effective?
    If you opted out of SMS or email marketing, it may take up to five business days for that change to become effective.

    If you opted out of any other marketing communication channel, whether it be direct mail or telephone, we’ll action it as soon as possible. In some cases, it may take a few weeks to update in our systems, so feel free to contact us on 1800 108 633 if you would like one of our consultants to follow up on your request.
  • I'm receiving telemarketing calls but from other companies. Do I need to opt out with every single company?
    You can register your phone number on the Do Not Call register and this will ensure that your phone number isn’t used for marketing related calls.
  • Who has access to information transmitted from smart meters?
    Smart meter data is secure and confidential. The collection, use and disclosure of meter data (whether from your current meter or a smart meter) is subject to strict protection arrangements and confidentiality rules. By law, meter data can only be accessed by customers, a technician from the relevant meter data provider, your electricity retailer and other parties entitled to it (e.g. authorised bodies, distribution networks or third-party service providers with your consent).

    Any personal information that we hold will be handled in accordance with our privacy policy.
  • Can I get a copy of my meter data?
    To get a copy of your historical meter usage information, please fill in and submit the request form on our Contact Us page. You will need to tell us your Firstname, Lastname, Account Number and Postcode.

    Please note:
    • The account holder is the only person who should make this request.
    • We will send your report to your email address within ten business days.

    Inside this report you will find information relevant to the type of meter that you have. Please be aware that your results are subject to change and could be different to what you have been billed in the past because data received from your distributor may be revised. Also, the Time of Use pricing applied to your entire report is based on what you are currently on.
  • Are my bank account details kept confidential?
    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.
  • Where can I find out more information about scams, or report one?
    SCAMwatch is a website run by the Australian Competition and Consumer Commission (ACCC). SCAMwatch provides information to consumers and small businesses about how to recognise, avoid and report scams.