Contact us

Moving into a new place?

You can connect your power by filling out our online form. It’s best to do this 3–5 days before you move so everything’s ready when you arrive.

If you’re moving in the next two business days, please call 1800 267 926. We're available Monday to Friday, from 8am – 5pm. 

Close or transfer an existing account

If you need to transfer or close an existing account, please call 1800 267 926. We're available Monday to Friday, from 8am – 5pm.

It’s best to do this 3–5 days before you move so everything's ready for you in time.

Building or renovating?

If you’re building a new property, you may need a new meter and a power connection. This could be a temporary or permanent power supply. In most cases, your electrical contractor will take care of the request for you.

If you have a question about how this works, please contact your local office. We're available Monday to Friday, from 8am – 4pm.

Track a connection or supply request

Our local teams manage requests for new power connections, meters, changes to existing power supplies, and disconnections.

If you'd like an update on a request you've submitted, please contact your local office. We're available Monday to Friday, from 8am – 4pm.

Update your contact details

With MyAccount, you can check your account info and update your email or phone number at any time.

If you'd prefer to speak with us, call 1800 267 926, Monday to Friday from 8am – 5pm. 

Change the name on my account

Check my account balance or make a payment

With MyAccount, you can see your balance, check your bill due date and make a payment online. You can also make a payment without logging in using our online payment form.

If you'd prefer to speak with us, call 1800 267 926, Monday to Friday from 8am – 5pm. 

Get a copy of my bill or payment receipt

With MyAccount, you can download a copy of your bill or payment receipt, check your account balance and view your transaction history.

Refunds or payment problems

Request a refund for a closed account or overpayment, or report a missing payment, incorrect payment, or other payment issue.

Is your bill higher than expected?

A high bill can be caused by increased energy use, seasonal weather, new appliances or more people at home.

MyAccount lets you view your energy usage and compare it with previous periods to help identify the cause.

Need more time to pay?

With MyAccount, you can request a payment extension in a few simple steps - and get an answer on the spot if you’re eligible.

If your account is already overdue, it’s best to call 1800 267 926 so we can discuss your options. We're available Monday to Friday, from 8am – 5pm. 

Set up or change a direct debit

Set up a direct debit in MyAccount and choose how you’d like to pay - whether that's in full on the due date or in smaller weekly, fortnightly or monthly instalments. 

To modify an existing direct debit, call us on 1800 267 926 Monday to Friday, from 8am – 5pm. 

Add a concession card

If you have a concession card you might be eligible for a rebate or subsidy to help lower your bill. It only takes a moment to add your card details in MyAccount and see if you qualify. If you do, the rebate will be added to your account the next business day. 

Unsure how to add your card details? This may help.

Top up your credit

You can top up your prepaid meter using our online payment form. All you need is your bank card and account number.

Have you tried our app? You can top up your power, check your balance and manage everything from your mobile.

Do you have a concession card?

You could receive an energy rebate to help with your prepaid power. It only takes a moment to add your card details into our app to see you if qualify. If you do, the rebate will be added to your account the next business day.

If you'd prefer to speak with us, call 1800 447 707, Monday to Friday from 8am – 5pm.

Update my email or mobile number

With MyAccount or our mobile app, you can you can keep your contact details up to date, check your balance, and top up your power anytime.

If you'd prefer to speak with us, call 1800 447 707, Monday to Friday from 8am – 5pm.

Ask a question or report an issue

If you're having trouble accessing MyAccount or our app, have a question, or need to report another issue, please send us a message.

Find out how to register for MyAccount.

Manage multiple accounts with a single MyAccount login

If you can't see all your accounts when you sign in to MyAccount, please send us a message. To link an account, you'll need to be the primary account holder or an authorised contact.

Report a fault, outage or electrical safety concern

Call the 24/7 faults line on 13 23 51 or check our outage map for the latest outage updates.

Your safety is important to us. If you see an electrical hazard or something that looks unsafe, call us immediately on 13 23 51. For emergencies, call 000. 

Report a faulty streetlight

If you’ve spotted a faulty streetlight, please complete the online form and we’ll take it from there.

Make a claim

If you experience a power outage, there are some instances where you may be eligible for compensation. You can see if you qualify and apply online.

Get help with solar & batteries or EVs

Have a question about installing solar, exporting power, batteries or electric vehicles? Send us a message or explore the resources below.

Learn how solar works, how to apply, and how much you could save on our website.
If you have solar, you can track your usage and exported power anytime in MyAccount.