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Frequently Asked Questions

About Electricity

Where does the electricity come from?

In Australia, the majority of our electricity is produced by burning coal, which  contributes approximately 75 per cent* of total electricity production. Gas turbines are also used to supply excess electricity when electricity demand is at its highest. This accounts for approximately 20 per cent* of electricity production.

Cleaner energy sources, including wind, solar, hydro and bioenergy, contribute almost 5 per cent* of total electricity used.

*Information sourced from www.greenadvice.com.au.

What makes up my electricity bill?

There are three main components to your electricity bill – network, environmentals and retail. Below is an outline of these charges:

 

 

 

Network – These charges cover the cost of moving energy from generators to your home or business, building and maintaining power lines (transmission) and the cost of the networks supplying energy to homes and businesses (distribution charges). QEnergy has no control over the network charges.

Environmentals - These charges are set by government to cover the cost of de-carbonising our electricity generation. They include: Small-scale Renewable Energy Scheme (SRES), Large-scale Renewable Energy Target (LRET) and Carbon Tax. QEnergy has no control over the environmental charges.

Retail – This covers the charges of supplying energy services to your home or business. It includes billing and revenue collection, administration and customer service, and regulatory compliance and ancillary services. QEnergy does control the retail charge and, as a part of our promise to you, we have locked in your retail rate for the life of your contract.

What is my National Meter Identifier?

Your National Meter Identifier (NMI) can be found on your electricity bill. This is a unique number which is used to identify your electricity meter.

Becoming a QEnergy Customer

What will happen when I switch my electricity account to QEnergy?

When you switch to QEnergy, you don’t have to worry about anything as QEnergy will take care of everything for you. We will notify your current retailer and after your next scheduled meter read you will become a QEnergy customer. You will still be serviced by the same distributor – the only thing that will change is that you will now receive your electricity bill from QEnergy.

Will I see the offer in writing before making the switch to QEnergy?

When you switch to QEnergy, we will email you a copy of the market contract, which verifies the information you have agreed to when discussing your offer with your account manager. As part of your contract, you have a 10 day ‘cooling off’ period during which time you can advise QEnergy in writing and cancel your market contract without penalty.

About your QEnergy Rewards Membership

For QEnergy customers who signed up prior to 31st July 2017, you may still access and avail more than 4,500 exciting offers through this link qenergy.frequent-values.com.au. QEnergy Rewards Program applies to NSW and VIC customers only. For more information, contact us at 1300 69 89 92 or email us at marketingteam@qenergy.com.au 

Statements and Billing

Why is my bill estimated?

QEnergy will only bill on an estimated read when information from the meter cannot be retrieved, for example, if the meter is destroyed or is not accessible. The estimations are conducted by an independent third party (your electricity distributor) in accordance with the National Electricity Rules and are only used as a last resort.

Why have I received a statement?

As a SmoothPay customer we will send you monthly account statements which will help you keep a record of your payments. This statement will detail your instalment and accepted payment options.

QEnergy will also send a tax invoice which is aligned to your meter read billing cycle. This invoice contains useful information about the payments you have made and the history of your energy consumption so you can monitor your energy usage throughout the year.

How do I read my QEnergy bill?

See our comprehensive guide to reading your QEnergy bill here.

What is the service to property charge or service access charge?

This is a fixed daily charge we pass on to you from your energy distributor. It is used to cover part of the costs of supplying electricity to your property. It also covers the cost of maintaining infrastructure such as poles, wires, billing and some retail operating costs associated with your meter.

What are ‘pass through’ charges?

As a retailer, QEnergy is responsible for ‘passing through’ costs that are calculated by others in the electricity industry. These can include distribution and transmission charges and also costs from environmental schemes set by governments.

It is important to understand that these costs are not fixed. The electricity industry is complex, with large amounts of constantly changing legislation which effects everyone who operates within the industry.

Any increases which occur throughout the life of your contract with QEnergy will be passed through to you and will appear on your electricity bill.

Pass through costs may comprise the following:

Network- These charges cover the cost of moving energy from generators to your home or business, building and maintaining power lines (transmission) and the cost of the networks supplying energy to homes and businesses (distribution costs). QEnergy has no control over the cost of the network charges.

Environmentals- These costs are set by government to cover the cost of de-carbonising our electricity generation. They include: Small-scale Renewable Energy Scheme (SRES), Large-scale Renewable Energy Target (LRET) and Carbon Tax. QEnergy has no control over the cost of the Network charges.

Paying my bill

QEnergy is an electricity retailer specialising in tailored business electricity solutions. At QEnergy, we understand how important it is for small businesses to be able to budget their outgoings, especially your electricity bill as this can be one of the largest operating costs your business encounters. To help you manage your electricity account, we offer the following payment options:

SmoothPay

QEnergy’s SmoothPay option offers smaller monthly amounts to help with your cash flow and budgeting. Our SmoothPay product predicts the estimated cost of your next annual electricity bill across the year then divides the cost into 12 equal monthly instalments. This reduces the risk of bill shock or seasonal consumption bill spiking and makes bill payments more predictable.

Over the 12-month period of your contract, we will monitor your usage to ensure the instalment amount is accurate. We will analyse your monthly instalment amount against your consumption and, if we find you have used more or less than we originally estimated, a QEnergy Account Manager will make contact with you to adjust your monthly instalment. The tax invoice will show if there is any outstanding amounts that need to be paid. In the event the account is in credit, the amount will be credited against the next invoice.

The monthly payment amount aims to replicate monthly consumption as much as possible, however, the amount is not capped. In the event usage exceeds the estimated amount, the charge is to be paid to avoid compounding debt across the course of the contract.

SmoothPay can be paid by Direct Debit, BPay, Direct Deposit, Cheque and in person at Australia Post.

Direct Debit:

The convenience of direct debit means your bills are always paid on time without any hassle. If you wish to change your account to direct debit please contact our Customer Experience Team on 1300 69 89 92.

BPAY:

Use BPAY to pay your electricity bill from your cheque, savings account or credit card. You can go online or use phone banking to pay your bill using BPAY.

Cheque:

To pay by cheque or money order (payable to QEnergy Limited) simply attach your payment slip and post to:

QEnergy Limited
Po Box 3043
South Brisbane QLD 4101

Credit Card:

To make a payment with your credit card please contact our Credit team on 1300 79 24 41 Monday to Friday between 8am and 4pm. Please note there will be a credit card processing fee of 1.7%. Accepted credit cards include MasterCard, Visa and American Express.

In Person:

Present the invoice at any Post Office to make payment via cash, EFTPOS or cheque.

Trouble paying your bill

If you are having difficulty paying your bill, one of our Customer Experience specialists is here to help. It is important that you make contact with us as soon as possible to discover if a payment extension is available to you. Contact us on 1300 792 441

What other Charges and Fees does QEnergy charge? 

 Fee type 

Paper bill charge

Dishonour payment fee

$2.75 inc GST.

$14.85 inc GST.

After hours reconnection fee

Pass through from distribution network

Reconnection fee

QEnergy will absorb this fee to reduce the costs to our customers, with the exception of disconnection due to non payment of an account & the exception of any after hours costs.

Disconnection fee

QEnergy will absorb this fee to reduce the costs to our customers, with the exception of  disconnection due to non-payment of an account

Meter inspection fee

Pass through from distribution network

Meter removal fee

Pass through from distribution network

Meter testing fee

Pass through from distribution network

Move out fee

QEnergy will absorb this fee to reduce the costs to our customers

Call out fee

Pass through from distribution network

Special Meter read fee

Pass through from distribution network

Special Transfer read fee

QEnergy will absorb this initial fee to reduce the costs to our customers

 

Why is my electricity bill so high?

During the year, government charges, such as network or environmental charges, can change. QEnergy does not control these charges and so may pass the increases on to you.

Even when the price has not changed, there are many reasons why your electricity bill could be higher than you expected. For example, did you:

  • Change the way you do something in your home or business which might have consumed more energy?
  • Increase the number of people working in your business or the times that those people worked?
  • Introduce new appliances or equipment that might have used more energy?
  • Experience seasonal temperatures during the month?

You can learn more about improving your household and business’ energy efficiency and discover ways to save money by clicking here.

What are government environmental charges?

Australian governments have a number of schemes which are designed to promote clean energy and energy efficiency. Because clean energy costs more than traditional energy, certificate schemes have been put in place to pass on extra costs as part of your electricity bill.

At a national level, the Small-scale Renewable Energy Scheme (SRES) and Large-scale Renewable Energy Target (LRET) are designed to deliver on the government’s commitment that the equivalent of 20 per cent of Australia’s electricity will come from renewable sources by 2020.

Several state government schemes have also been established which not only pass on costs, but can also reward you for being energy efficient.

For example, certificates are created in Victoria (VEECs) and NSW (ESCs) when accredited businesses and households install energy efficient products. The costs of these certificates are passed through to customers, but businesses can also sign over the certificates in return for compensation. In South Australia, the rules only apply to households (the Residential Energy Efficiency Scheme).

What are the peak/shoulder/off peak times in my state?

StatePeak/BusinessShoulder/EveningOff Peak
ACT7:00am-5:00pm working weekdays5:00pm-10:00am working weekdaysAll other times
NSW (Essential)7:00am-9:00am  and 5:00pm-8:00pm weekdays, including public holidays9:00am-5:00pm  and 8:00pm-10:00pm weekdays, including public holidaysAll other times
NSW (AusGrid)2:00pm-8:00pm working weekdays

7:00am-2:00pm and 8:00pm-10:00pm working weekdays

7:00am-10:00pm weekends and public holidays

All other times
NSW (Endeavour)1:00pm-8:00pm working weekdays

7:00am-1:00pm and 8:00pm-10:00pm working weekdays

7:00am-10:00pm weekends and public holidays

All other times
NT- Network6:00am-6:00pm seven days per weekN/AAll other times
NT- Retail6:00am-6:00pm Monday to FridayN/AAll other times
Queensland7:00am-9:00pm weekdaysN/AAll other times
SA7:00am-9:00pm weekdaysN/AAll other times
Tasmania7:00am-10:00pm Monday to FridayN/AAll other times
Victoria

7:00am-11:00pm Monday to Friday for 5-day time of use (TOU)

7:00am-11:00pm every day for 7-day TOU

All day during weekends for 5-day TOU

11:00pm-7:00am every day for 7-day TOU

All other times

 

What is the difference between a standing offer, regulated offer, and a market contract?

The terms and conditions of Standing offer contracts are set by law and vary depending on which State you live in. In New South Wales, Queensland and South Australia the standing offer prices are set by either the State Government or the independent energy regulator in your State. In Victoria, standing offer prices are set by electricity retailers.

The terms and conditions of a market contract are set by electricity retailers and include minimum terms and conditions that are required by law. Electricity retailers are able to vary some of the terms and conditions such as discounted prices, billing periods, payment options and fixed terms for the length of the contract. Prices under a market contract are set by electricity retailers and consumers can compare electricity retailer prices on Government energy websites such as www.energymadeeasy.gov.au