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.
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.
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.
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.
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.
If you are a QEnergy life support customer and you are currently experiencing a loss of electricity supply please contact us on 1300 854 407
You are eligible if you: Have a medical condition that requires access to special electrically powered life support equipment and/or have a person/s living at your premises that has a medical condition that requires access to special electrically powered life support equipment.
The different types of life support equipment that qualify are listed below:
Intermittent peritoneal dialysis machine
Kidney dialysis machine
Chronic positive airways pressure respirator
Crigler najjar syndrome phototherapy equipment
Ventilator for life support
Any other equipment a registered medical practitioner certifies is required for a person residing at a customer’s premises for life support. If you are not sure whether a medical condition might qualify for our Life Support Program, please ask your doctor or health care provider.
Life Support Registration
The registration of customers requiring life support equipment is critical to ensuring customers are provided the required protections. QEnergy are committed to providing our customers with information about their obligations, life support protections and what is needed to continue receiving the protections.
Planned Power Outages:
Correctly completing and registering your life support requirements guarantees you will be given at least four business days’ written notice of a planned interruption to your electricity supply.
This advance notice of any planned interruption to your energy supply allows you to make alternative plans, reducing any risk of harm occurring or more serious consequences.
PLEASE READ AND BE FAMILIAR WITH YOUR OBLIGATIONS TO QUALIFY AND MAINTAIN YOUR LIFE SUPPORT REGISTRATION
To finalise your Life Support Registration you are required to take the following steps:
Understand Take the time to read the Life Support Information Guide. This document provides you with important information in relation to your life support registration and protections within the Electricity Industry. Times frames for compliance are important to maintain your Life Support Protections. Please contact us if you have questions.
Complete the Life Support Registration Form that was included with our Information Guide. Before you return the form your Medical Practitioner will need to fill out some details and sign it to substantiate someone at your property requires life support equipment.
Return your completed Life Support Registration Form to QEnergy as soon as possible to avoid being de-registered. The registration form MUST be returned within the prescribed time frames. Failure to provide QEnergy with a completed Registration Form, within 50 business days of receiving your Life Support Information Guide, means you may be deregistered from our Life Support Register and run the risk of receiving no life support protections.
Tell QEnergy if any of your details change—like your address, contact details or if the person residing at your premise no longer requires life support protections.
Moving Out QEnergy is regulated to deregister a premise where a person requires life support equipment before your account can be finalised.
QEnergy requires you to contact us at least 20 business days before your move out date. Once QEnergy is notified of your move out date, we will request for the premise to be deregistered from life support protections. For your protection your Network requires you and QEnergy to give 15 business days’ notice before they will remove a Life Support flag and we will send you a letter confirming this date of de-registration.
When the premise has been successfully deregistered, QEnergy will then be able to request your account to be finalised. We will organise for a meter read to be obtained to finalise the account and please note any usage consumed up until the date the meter read is obtained is payable.
Our Action QEnergy will flag your account as requiring Life Support Protections as soon as you advise us of your needs which means we will do this before you return the completed Life Support Registration Form.
QEnergy will then monitor and await the return to us of your Life Support Registration Form
- After 15 business days, if we have not received a returned completed Registration Form, we will send you a Registration Reminder Notice via registered mail.
- If a further 15 business days expires, and we still have not received your completed Registration Form, we will send you a Final Reminder Notice again via registered mail.
- If a further 15 business days expires and we still have not received your completed Registration Form, we will issue you a De-registration Notice. This Notice will advise the date your premise will be removed from Life Support protections.
TALK TO US: If you experience any difficulties in meeting these time frames for returning the Life Support Registration Form you need to take action; you can request an extension. Contact us on 1300 69 89 92 to discuss options as soon as possible.
How do I register?
Please contact us on 1300 QEnergy so we can provide the correct paperwork to be completed.
Keeping personal details updated
It is important QEnergy must be notified immediately if the person who requires life support:
Changes their contact details.
Moves to another address.
No longer requires the life support equipment detailed on the application form.
Please notify QEnergy by calling 1300 QENERGY or by providing written confirmation of any changes to firstname.lastname@example.org or PO Box 3043 South Brisbane Q 4101
Government Concession Schemes
If the medical condition of the person/s who requires life support equipment requires electricity for cooling or heating purposes, you may be eligible for a concession. In addition, some concession rebates are applicable in certain states for different machinery please refer to Government Rebates and Concessions to access more information or contact us on 1300 QENERGY or email@example.com or PO Box 3043 South Brisbane Q 4101
Unexpected power outages
Your Network will do everything possible to provide a reliable electricity supply, but sometimes unexpected technical issues or situations arise. For example, storms, strong winds, lightning, wildlife strikes, traffic accidents and even vandalism can disrupt the power supply.
Please remember, it is your responsibility to prepare for when power is interrupted and to make alternative arrangements for emergency situations.
We always urge people with medical conditions to have backup plans in place, should unexpected outages occur. Use this checklist to make sure you are prepared.
See our Life Support Information Guide here.
See our Bushfire Grants and Financial Assistance Information Guide here.
See our Family Protection Policy here.
Changes to the electricity industry rules mean there are new timeframes for the installation/replacement or exchange of metering. These timeframes only apply in jurisdictions where Power of Choice rules are in effect, of these QEnergy only operate in Queensland, New South Wales and South Australia. (Victoria is governed by the AMI rules.)
New Connection Meter Installations Timeframe: Once notification has been received that all requisite connection services are completed (by your Electrician and/or the Local Network Service provider), the meter must be installed by a date agreed with you or within 6 business days.
Malfunctioning Meter Rectification Timeframe: As soon as is practicable, but no later than 15 Business days after the metering coordinator has been notified of the meter installation malfunction.
Meter exchange (existing site upgrades or modifications) Timeframe: QEnergy are required to complete a meter exchange by the date agreed with you or within 15 Business days of receiving a request from a small customer to exchange the meter.
In all instances, you will be contacted by either QEnergy or our appointed Metering Coordinator to discuss the meter works and if possible, negotiate a specific date for works to be carried out. If a date cannot be confirmed the works will be completed within the maximum timeframe as detailed above.
For malfunctioning or meter exchange, if your site has shared fusing that requires an interruption of another premises electricity supply to complete the meter exchange, you will be further contacted to discuss an altered installation timeframe. The meter install will then be completed within 30 business days of discovering the shared fusing.
QEnergy are required by Australian Government Departments to verify your eligibility to receive concession rebates. To do this we need your details and consent. Please download and complete and return the applicable form for your State. If you have any difficulty please contact our Customer Experience Team on phone 1300 69 89 92, chat at www.qenergy.com.au or via email at firstname.lastname@example.org. We are happy to mail copies to you at no cost, if required.
Fax: 1300 88 71 62
Australia Post: PO Box 3043 South Brisbane QLD 4101
For SA Customers: Please contact our Team on any of the methods about we will assist and action as per SA Government requirements.
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.
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.
See our comprehensive guide to reading your QEnergy bill here.
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.
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.
Find out more information on How to Read your Meter here.
Find out more information about Smart Meters here.
Find out more information about Self Read Meters here.
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:
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 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, we will make contact with you by your preferred method of communication recorded on your account, either email or post. 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.
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.
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.
To pay by cheque or money order (payable to QEnergy Limited) simply attach your payment slip and post to:
Po Box 3043
South Brisbane QLD 4101
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. Accepted credit cards include MasterCard, Visa and American Express.
Present the invoice at any Post Office to make payment via cash, EFTPOS or cheque.
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
Paper bill charge
Dishonour payment fee
$2.75 inc GST excluding customers in NSW.
$14.85 inc GST.
After hours reconnection fee
Pass through from distribution network
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.
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
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:
You can learn more about improving your household and business’ energy efficiency and discover ways to save money by clicking here.
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).
|State/Network||Peak/Business/Residential||Shoulder/Evening||Off Peak||Network Tariffs|
|New South Wales|
|Business/Residential -- 7:00am-9:00am and 5:00pm-8:00pm weekdays||Business/Residential -- 9:00am-5:00pm and 8:00pm-10:00pm weekdays||Business/Residential -- All other times including Weekends and Public Holidays||BLNT3AU|
|Business/Residential -- 5:00pm-8:00pm weekdays||Business/Residential -- 7:00am-5:00pm and 8:00pm-10:00pm weekdays||Business/Residential -- All other times including Weekends and Public Holidays||BLNT2AL|
|New South Wales|
|Business -- 2:00pm-8:00pm working weekdays during 1 November and 31 March (inclusive) - the "Summer" months; 5:00pm - 9:00pm on working weekdays during 1 June to 31 August (inclusive) - the "Winter" months.||Business -- 7:00am to 2:00pm and from 8:00pm to 10:00pm on working weekdays in the "Summer" months; 7:00am to 5:00pm and from 9:00pm to 10:00pm on working weekdays in the "Winter" months; 7:00am to 10:00pm on working weekdays in the "Non-Summer" and "Non-Winter" months.||Business -- All other times including weekends and Public Holidays||EA051|
|Residential -- 2:00pm-8:00pm working weekdays during 1 November and 31 March (inclusive) "Summer" months and working weekdays during 1 June to 31 August (inclusive) "Winter" months.||Residential -- 7:00am to 2:00pm and 8:00pm to 10:00pm on working weekdays in the "Summer" months and "Winter" Months; 7:00am to 10:00pm on working weekdays in the "Non-Summer" and "Non-Winter" months.||Residential -- All other times including weekends and Public Holidays||EA011|
|New South Wales|
|Business/Residential -- 1:00pm-8:00pm working weekdays||Business/Residential -- 7:00am-1:00pm and 8:00pm-10:00pm working weekdays||Business/Residential -- All other times including weekends and Public Holidays||N705|
|Northern Territory - Network||Business -- 6:00am-6:00pm seven days per week||N/A||Business -- All other times|
|Northern Territory - Retail||Business -- 6:00am-6:00pm Monday to Friday||N/A||Business -- All other times|
|Business -- 7:00am-9:00pm weekdays and Public Holidays||N/A||Business -- All other times|
|Residential -- 4:00pm-8:00pm weekdays||Residential -- 7:00am-4:00pm and 8:00pm-10:00pm on weekdays; 7:00am-10:00pm on weekends||Residential -- All other times||8900|
|Business -- 7:00am-9:00pm weekdays and Public Holidays||N/A||Business -- All other times||T22|
|Business -- 7:00am-9:00pm weekdays||N/A||Business -- All other times including weekends and Public Holidays||B2R|
|Victoria (Jemena)||Business -- 7:00am-11:00pm weekdays||Business -- N/A||Business -- All other times||A210|
|Residential Seasonal -- 3:00pm-9:00pm weekdays||Residential Seasonal -- 7:00am-3:00pm and 9:00pm-10:00pm weekdays; 7:00am to 10:00pm weekends||Residential -- All other times||A10X|
|Residential 5 Days -- 7:00am-11:00pm weekdays||Residential 5 Days -- N/A||Residential 5 Days -- All other times||A140|
|Victoria (Citipower)||Business 5 Days -- 7:00am-11:00pm weekdays||Business 5 Days-- N/A||Business 5 Days-- All other times||C2G5|
|Business 7 Days -- 7:00am-11:00pm weekdays and weekends||Business 7 Days-- N/A||Business 7 Days-- All other times||C2G7|
|Business Cost Reflective -- 7:00am-11:00pm weekdays; Peak Demand -- 10:00am-6:00pm Weekdays||Business Cost Reflective -- N/A||Business Cost Reflective -- All other times||CMG|
|Residential Seasonal/Flexible (AMI Meter)-- 3:00pm-9:00pm weekdays||Residential Seasonal/Flexible (AMI Meter)-- 7:00am-3:00pm and 9:00pm-10:00pm weekdays; 7:00am to 10:00pm weekends||Residential/Flexible (AMI Meter)-- All other times||C13R|
|Residential Time of Use -- 7:00am-11:00pm weekdays||Residential Time of Use -- N/A||Residential Time of Use -- All other times||C2R|
|Victoria (Powercor)||Business 5 Days -- 7:00am-11:00pm weekdays||Business 5 Days-- N/A||Business 5 Days-- All other times||ND2|
|Business 7 Days -- 7:00am-11:00pm weekdays and weekends||Business 7 Days-- N/A||Business 7 Days-- All other times||ND3|
|Medium Business Cost Reflective -- 7:00am-11:00pm weekdays; Peak Demand -- 10:00am-6:00pm Weekdays||Business Cost Reflective -- N/A||Business Cost Reflective -- All other times||NDM|
|Residential Seasonal/Flexible (AMI Meter)-- 3:00pm-9:00pm weekdays||Residential Seasonal/Flexible (AMI Meter)-- 7:00am-3:00pm and 9:00pm-10:00pm weekdays; 7:00am to 10:00pm weekends||Residential/Flexible (AMI Meter)-- All other times||P13R|
|Residential Time of use -- 7:00am-11:00pm weekdays||Residential Time of Use -- N/A||Residential Time of Use -- All other times||D2|
|Victoria (Ausnet)||Business 5 Days -- 7:00am-11:00pm weekdays||Business 5 Days-- N/A||Business 5 Days-- All other times||NEE28|
|Business 7 Days -- 7:00am-11:00pm weekdays and weekends||Business 7 Days-- N/A||Business 7 Days-- All other times||NEE60|
|Business ToU Demand -- 7:00am-11:00pm weekdays; Peak Demand 3:00pm-9:00pm weekdays||Business ToU Demand -- N/A||Business ToU Demand -- All other times||NASN21|
|Residential Seasonal/Flexible (AMI Meter)-- 3:00pm-9:00pm weekdays||Residential Seasonal/Flexible (AMI Meter)-- 7:00am-3:00pm and 9:00pm-10:00pm weekdays; 7:00am to 10:00pm weekends||Residential/Flexible (AMI Meter)-- All other times||NGT26|
|Residential 5 Days -- 7:00am-11:00pm weekdays||Residential 5 Days -- N/A||Residential 5 Days -- All other times||NEE20|
|Residential Two rate 8-8 -- 8:00am-8:00pm weekdays||Residential Two rate 8-8 -- N/A||Residential Two rate 8-8 -- All other times||NEE24|
|Victoria (United)||Business 5 Days -- 7:00am-11:00pm weekdays||Business 5 Days-- N/A||Business 5 Days-- All other times||LVM2R5D|
|Business 7 Days -- 7:00am-11:00pm weekdays and weekends||Business 7 Days-- N/A||Business 7 Days-- All other times||LVM2R7D|
|Business Cost Reflective -- 7:00am-7:00pm weekdays; Peak Demand 2:00pm-6:00pm||Business Cost Reflective -- N/A||Business Cost Reflective -- All other times||LVMKWTOU|
|Residential 5 Days -- 7:00am-11:00pm weekdays||Residential 5 Days -- N/A||Residential 5 Days -- All other times||LVS2R|
|Residential Time of Day -- 3:00pm-11:00pm weekdays||Residential Time of Day -- 7:00am-3:00pm weekdays||Residential Time of Day -- All other times||TOD|
|Residential Time of Day 9pm Off Peak -- 3:00pm-9:00pm weekdays||Residential Time of Day 9pm Off Peak -- 7:00am-3:00pm weekdays||Residential Time of Day 9pm Off Peak -- All other times||TOD9|
|Residential Time of Day Flexible -- 3:00pm-9:00pm weekdays||Residential Time of Day Flexible -- 7:00am-3:00pm and 9:00pm-10:00pm weekdays; 7:00am-10:00pm weekends||Residential Time of Day Flexible -- All other times||TODFLEX|
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