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About Momentum
Momentum and help forum related information
Are you an Australian owned business?
Large Business
Answer
Momentum is part of the Hydro Tasmania group of companies. Hydro Tasmania is a Government Owned Enterprise and as such is 100% Australian owned. Hydro Tasmania is also Australia's leading renewable energy company, and generates almost half of our country’s renewable energy from water and wind.
Which areas of Australia do you supply electricity to?
Residential
Answer
For residential and small business customers we supply electricity in Victoria, New South Wales and South Australia. For Commercial and Industrial customers (who spend more than $25,000 a year on their electricity), we supply electricity in Victoria, South Australia, Queensland and New South Wales.
If you'd like more information or a quick quote please call our friendly customer service team on 1800 SWITCH.
In the Malvern suburb, Victoria who do you buy your power from?
When does Momentum review their yearly prices/tariffs etc?
Thanks
Medium Business
Answer
Where Momentum buys our power from is not relating to the suburb. However your rates will depend on what area you live in because part of the charges are pass-through costs from your local distributor. For more information on what makes up the components of your bill please visit our online energy knowledge centre.
Prices are reviewed at different periods, often based on when distributors change their prices in particular states. For NSW and SA this happens in July and in VIC this happens in January.
Is Momentum Energy wholly 100% Australian owned and operated?
Residential
Answer
We are very proud to confirm that Momentum is 100% Australian Owned and Operated!
Our call centre is right here in Melbourne, Australia, ensuring great customer service. Momentum is owned by Hydro Tasmania, a government-owned enterprise (GBE), who are Australia's largest generators of clean energy and also Australia's largest water manager, established since 1914.
That's exciting for our customers to know that they are relying on a truly Australian company.
Can you tell me more about Momentum?
Residential
Answer
Momentum Energy Pty Ltd started retailing electricity in 2004. In 2009 Hydro Tasmania, Australia’s largest generator of clean energy and a Government Owned Enterprise (GBE), took full ownership of Momentum. Momentum now offer the great customer service of a smaller retailer with the competitive pricing and energy expertise of a large renewable energy organisation. That’s more peace of mind and service confidence.
Does Momentum Energy support or benefit from the mining of Coal Seam Gas (CSG)?
Residential
Billing
Invoicing, payment cycles and other info
Do you estimate invoices?
Residential
Answer
Depending on the billing cycle you have opted for, when your meter is read and the access to your meters will depend if you receive estimated readings. FOR EXAMPLE- if your meter is read on a quarterly basis and you have chosen our Monthly Billing cycle, you will have 2 bills estimated then every 3rd bill will be based on actual reads which will rectify any consumption that has been over or under estimated.
Do you give a pay on time discount when bills are paid on time. eg 7% or 10% etc discount because you paid your bill on or before the due date?
Residential
Answer
While we have products with Pay on Time Discounts, our best offers are often the ones that have cheaper rates to begin with. With these products you get a competitive rate straight away without needing to worry about always paying on time.
Call us on 1800 SWITCH and we'll help you compare your rates with a Bill Comparison.
What cost increases are consumers on (up to 3 years) period contracts protected from?
Residential
Answer
Being on a Momentum contract means that Momentum will not increase the retail portion of your rates for the full term of your agreement. That's the part of the bill relating to your electricity usage. The only change to your rates will be CPI and government approved pass through charges.
It's also important to note that new customers who switch to SmilePower can also secure our extremely competitive rates for up to three years, and not pay a carbon charge.
You can read our Terms and Conditions for more details. You'll also find some interesting information about what costs are included in a standard bill in Momentum's online Electricity Knowledge Centre.
What are early termination fees and how do they apply?
Residential
Answer
Early termination fees apply to customers who have signed with Momentum for a specific period of time and choose to leave prior to the end of their contract. This early termination fee will be applied to the final invoice. Early termination will incur an administration fee and the pro-rata recoupment of the value of any inducement paid to you for entering the contract unless otherwise agreed in contract terms.
Administration fees (for VIC or ACT) are $20 where usage is less than 40kWh per annum and $110 where usage is 40MWh or greater. Queensland, South Australia and New South Wales administration fees are $75 regardless of usage.
Can I have an extension to pay my account?
Large Business
How can I pay my Momentum invoice?
Small Business
Answer
It’s up to you how you want to pay your invoices. Choose from:
Direct Debit: simply fill in the direct debit request form or call us on 1300 662 778 and we’ll take care of everything.
BPAY®: payments can be made easily through your participating financial institution.
Australia Post Bill Pay: take your invoice into any Post Office Branch.
Pay online: You can also pay your invoice securely on our website using most credit cards. Simply click here or go to the ‘pay your bill’ icon our website.
Mail: Mail your cheque or money order to (payable to Momentum) together with your payment slip to:
Momentum, GPO Locked Bag 2960, MELBOURNE VIC 3000
Why does my GST not appear to be exactly 1/11th of the Amount Due?
Medium Business
Answer
GST is calculated at 10% of the total taxable charges on your bill. The Amount Due includes the GST & taxable charges, but may also include items that are not subject to GST, such as some concessions and bill credits (that are applied after the GST is calculated). You will find these amounts detailed on the back of your bill.
Why is my bill higher than I expected?
Small Business
Answer
There are many reasons why your electricity invoice could be higher than you expected.
Things to consider:
Have you installed new equipment recently?
Have your operating hours changed since your last invoice?
Has your production output changed?
Read our in-depth check list for what changes can effect a high invoice.
If you’re still concerned about an unusually high bill, please contact us.
could you please tell me what a substitute reading type means? I understand that actual and estimate but my latest invoice has S beside the latest read figure and I dont understand what that means.
Residential
Aurora use to have a card that could be taken into Australia Post and we could put money on it so that when the bill came in it wasn't so much money to find. Do you have these cards as well?
Residential
Answer
No, unfortunately we do not have that service available with Momentum Energy at this stage but we always look for ways to improve our service and are looking into developing this for the future.
Please note that Momentum is not able to retail electricity in mainland Tasmania but we do service the Bass Strait islands.
If you have a Smart Meter, are they "smart" enough to keep the peak & off peak periods the same during the summer or do the normal times of "Peak: 7 am to 11 pm and Off peak time:11pm to 7am" become
""Peak: 8 am to 12 midnight and Off peak time:12 midnight to 8am" during daylight savings?
Residential
General
General discussion
How can I save on my power bill at home
Residential
Answer
Not only can you save money every day by joining Momentum, but we can also help you to save even more with these simple ideas around the home.
Here are some general tips:
Look for appliances with high 'star' energy ratings.
When you're away, always use timers to turn lights on and off. Motion detector lights are also great for outdoors.
Please visit out Knowledge Centre for further information.
Will you send out a lot of marketing related mail to our residence?
Residential
How long have you been around for?
Medium Business
Answer
While Momentum is relatively new in retail energy, which ensures we have a boutique customer service approach, in 2009 we were bought by Hydro Tasmania, who have nearly 100 years in developing Australia’s energy market. This means you get the unique balance of great boutique service and stable competitive energy rates from a trusted company.
Most energy bills are confusing to understand and i cant find anywhere what they look like can you provide and example: Electricity or Gas??
Residential
Answer
We are working hard on always improving our invoices. As a relatively young company we're open to suggestions.
A sample of our electricity invoice can be found in the 'Billing' part of this website. Explanations about the different parts of the invoice pop out when you hover over the green ticks. We hope this will help you understand all the sections and energy terms in the invoice.
Alternatively, call 1800 SWITCH and our customer service team will gladly explain the details of the invoice. For now we do not sell gas. We focus on renewable energy sources.
We move out this apartment and go back to my country in March.
How should I pay the last bill?
Could you send our bill to other countries?(in my case,Japan)
And can I make an arrangement to disconnect my account by email. If you can send my bill to my country, its easier to send my address via email…
Residential
Answer
We are currently developing e-billing for our customers that will allow you to be more environmentally friendly by recieving invoices via email.
If this is a once off matter it is best that you contact our customer service team on info@momentum.com.au. Please provide your customer number, site address, the day of disconnection you prefer, and acknowledgment that there is clear access to the electricity meter. Our customer service team can then email you a version of your latest bill, plus organise anything else you may need.
Do you supply electricity to residential customers who don't have a business?
Residential
Answer
Thanks for your question. While Momentum are a premium business energy retailer, we do have products for residential customers. You don't have to own a business to be a customer. Give us a call on 1800 794 824 and we'll compare your bills, and offer you our sharpest residential rates. Plus, you'll receive the great customer service that our business customers are entitled to.
Do you purchase into the grid from home solar?
And if so at what rate?
Residential
Answer
Thanks for contacting Momentum about solar. Momentum comply with the Victorian Government’s Premium Feed In Tariff scheme. Under this scheme, eligible customers will be paid 60c/kWh for any unused energy which they generate. Other rates are payable to customers not eligible for the Premium Feed In Tariff – please contact our Customer Management team for more information.
You say my smilepower usage is matched by renewable energy production. How will I know that you will do the matching?
Medium Business
Answer
Thank you for your question. We understand that the renewable energy 'world' can be a bit uncertain and many energy companies make 'green' promises they can't keep. That's why we've made sure SmilePower is verified by external auditors. This means they ensure that what you've consumed at your site, we've matched in generating the same amount of renewable energy. We also comply to Australian Government Standard ASAE 3000, for that bit of extra assurance.
Is it possible to make regular payments on my account so when billing time arrives the bill isnt quite so big??
Small Business
Answer
There are a few options to even out your quarterly bill payment. You can make regular payments as you please on your account via BPAY, Cheque, Electronic transfer, Post Billpay (after you have received first bill), credit card over the phone and Direct Debit. These payments will be taken into account and shown as a credit on your next bill. You can also switch to Monthly billing, which includes estimated and actual data to help balance out your bill over the months. You can fill in the monthly billing authorisation form downloadable from our website if you'd like to take up this option.
I have received my bill and I was wondering what the Service Order (Re-engergisation) fee of $36.91 was?
Residential
do you offer compenstation for food spoilt due to power blackouts?
We have been without power today sun 5th between 12.30pm-4.20pm and it appears the most of our freezer food has defrosted and will have to be thrown out.
Please advise?
regards renee
Residential
Answer
We're sorry to hear of your spoilt food as a result of a power blackout. As Momentum is only a retailer, and not the distributor of your electricity (we don't own or manage the poles and wires), you will need to contact your local distribution company for any compensation relating to blackouts. The name and number of your local distributor is normally found on your invoice. For your reference, here are the numbers of distributors in Victoria:
North western suburbs of Melbourne call Jemena on 132 099,
Eastern and southern suburbs of Melbourne call United Energy on 132 099,
Eastern Victoria and the north eastern suburbs call SP Ausnet on 131 799,
Western Victoria and the western suburbs call Powercor on 131 412,
Melbourne metro area call Citipower on 131 280.
Are there cheaper rates if I bring my residential premises across to Momentum?
Residential
I notice that your contract is 36 months.
How much is early termination on a contract?
Residential
Moving In/Moving Out
Help moving from house to house, plan to plan
hi, i have just sold my business and was wondering what the process was in regards to changing the billing into the new owners name?
Small Business
Hi, What happen if I move but my contract with Momentum still not finish?
Can I continue using Momentum with my exisitng contract?
Residential
Product
Product features and questions
What is the difference between: GD w/HW Tariff, GH/GL Tariff and GD GD Tariff? What do they stand for and who is eligible for these services?
Also, why can't I access you Terms and Conditions, on this website?
Residential
Answer
Thanks for your question. Tariffs can seem quite complicated, which is why we have experts in the area happy to talk you through it. Below are some basic details for Victorian tariffs, as they differ in each state.
The tariffs for Victoria are as below:
GD w/HW – General domestic is all household consumption except electric hot water charged at the Peak rate. Hot Water is charged at Off Peak rate anytime due to being directly wired to this register in the meter.
GH/GL - General High/General Low is charged at Peak and Off Peak rates respectively. Peak times is Mon-Fri 7am to 11pm. Outside of these hours is Off Peak.
GD - All consumption on premise is charged at a flat Peak rate. Some networks offer the GD tariff in a two-step Peak rate altering the rates after an amount of consumption is reached per quarter. In Victoria this is generally 1020 kilowatt hours per quarter, after which the rate will either increase or decrease depending on the network.
The eligibility for these tariffs is dependent on a number of factors. If the property has electric hot water, if there is gas to the premise or only electricity. After this, it varies on the type of meter installed on the property and its capabilities.
Hope this helps. If you'd like to know more please call us on 1800 SWITCH.
Regarding your second question, our Terms & Conditions are available for download under Customer Support/ Terms and Conditions. You can also request a copy to be sent to you by emailing info@momentum.com.au.
Momentum energy currently supplies my electricity. If I'm moving house, can I take momentum with me?
Residential
What is the difference between peak 1, peak 2 and off peak? Am I eligible for off peak rates?
Residential
Answer
Peak 1: The first portion of peak energy consumption (kWh) you use in a billing period. This amount is determined by the tariff assigned by your distributor.
Peak 2: The remaining portion of peak energy consumption (kWh) after peak 1 that you use in a billing period.
Off Peak: E1 tariff usage between 11pm—7am Monday to Sunday is off peak. All other tariffs usage between 11pm—7am Monday to Friday and all weekend is off peak.
Do the rates remain the same if I sign with Momentum for a specific contract period?
Medium Business
Am I eligible for the SmilePower product?
I live in Windsor st, Seddon and beleive we are with the Jemena network.
Is there a contract period?
Residential
Renewable Energy
Renewable energy from wind power to solar to thermal
Does Momentum use Green energy?
Medium Business
Answer
If by Green energy you mean ‘GreenPower’, the government accredited program, then yes. Momentum stand by what they say. As such, our office is powered by 100% GreenPower. We also go to extra lengths to ensure our office is developing sustainable practices. In light of this we also sell GreenPower. When you choose to buy 10% - 100% GreenPower you’ll also receive a door sticker and certificate to display in your office.
How much extra do you charge for green energy?
Residential
Answer
Hi
How much does 100% Green energy cost for a Residential customer?
Residential
what types of renewable energy is there?
If there are any other types i would like to know and also,
could we use this energy with out polluting he world?
Other
Answer
Renewable energy comes from a variety of different sources and accounts for roughly 5% of total energy consumption in Australia. The biggest of these are wind, water and bioenergy, with hydroelectricity accounting for over 63% of total production. Our parent company, Hydro Tasmania, currently operates around fifty dams, with an average of 9,000 gigawatt hours of renewable energy produced every year.
Our current models of industry and infrastructure rely heavily on non-renewable energy sources, which is why the Australian Government introduced the Clean Energy Future Scheme in July 2012. The scheme puts a price on carbon pollution, creating a powerful incentive for all businesses to cut their pollution by investing in clean technology or finding more efficient ways of operating. It will be a slow process and we’re glad that we can do our part by providing clean energy solutions like our SmilePower product. We believe that if we all do our part, over time we can move away from the energy sources that cause pollution to eventually create a greener, brighter future for everyone.
Solar
Solar power topics
How can I make my business more energy conscious when it comes to power consumption
Medium Business
Answer
Momentum is a big supporter of being Green – not just with energy, but with our whole way of doing business.
To help reduce your businesses impact on the environment reduce energy consumption.
By reducing your consumption you automatically help the environment and you save money. Some easy ways to reduce consumption include: switch off lights when no one is in the office, have sensor lights where appropriate, use timers and use energy efficient business equipment.
Also, convert you business to GreenPower -
GreenPower is Government accredited renewable energy that is sourced from the sun, wind, hydro and biomass. Momentum Green Energy mainly comes from wind generators.
You can choose what percentage of black energy you want to substitute with pure GreenEnergy.
Please visit out Knowledge Centre for further information.
What are your feed-in tarrifs (South Australia) for a 1.52kW installed solar system ?
Residential
Answer
Thank you for your enquiry -
I have copy paste few links for you to have a look at .
http://www.sa.gov.au/subject/Water,%20energy%20and%20environment/Energy/...
• 16 cents per KWh exported to the grid until 30th September 2016 plus a minimum retailer payment;
1. Feed-in tariff payment is limited to the first 45kWh exported to the grid each day
2. Only one solar PV system connected to the grid (described as a generator) receiving the feed-in tariff is permitted per customer.
3. The solar PV system must not be installed for the dominant purpose of making profit, so systems should be installed at locations where you normally use the most electricity.
For more information visit: www.sa.gov.au
hope this helps.
If my quarterly bill is in credit at any time after I have my solar system connected up to the grid, does momentum pay me that credit balance each quarter or at some other interval?
Residential
Hi, when considering solar, the Clean Energy Council suggests asking my retailer the list of 10 questions on page 22 of their solar consumer guide. Can Momentum list these questions on a Solar FAQ sheet with some generic answers where possible? Can you have a solar tab on your front web page?
Thanks…
Residential
Answer
Here at Momentum we are strong supporters of renewable energy; we’re owned by Australia’s largest generator of clean energy and are proud to be industry leaders for a sustainable future. We are currently in the process of developing some handy consumer FAQs regarding solar energy and look forward to sharing it with you soon. If you have any further questions in the meantime, feel free to call one of our friendly call centre operators on 1300 662 778 anytime during business hours.
The Toolbox
Self Service 24/7
I can’t see the Toolbox page
Residential
Answer
There are a few reasons why you might be having trouble accessing the website.
Ensure you have internet connectivity. Check this by accessing other websites like www.momentumenergy.com.au, www.google.com or the full URL at https://toolbox.momentum.com.au
If other sites aren’t appearing for you it may be a problem with your modem or router. Reset the equipment, wait a few minutes to ensure connectivity and try again. You may need to contact your internet service provider if problems persist.
I can log in, but sometimes the page “cannot be found”
Residential
I’m seeing a message that says “invalid information provided”.
Residential
I’ve forgotten my password - can’t you just tell me what it is?
Residential
Answer
The security of your account is of paramount importance to us. With that in mind, we can’t give your password out in any way that might be accessed by third parties. If you’ve forgotten your password, please use the “forgot password” button and a temporary one will be issued to you via email. Alternatively, call our dedicated customer service team on 1300 662 778 and we can generate a new temporary password for you on the spot. Once you’ve logged back in with this password, you can change it to anything you wish.
I can’t open my invoices.
Residential
Answer
Our invoices are in a file format called PDF. The most common program used to open these documents is called Adobe Reader and can be downloaded from www.adobe.com. If you’re still having problems please ensure that you are running the latest version. It’s also possible for the data in PDF attachments to become corrupted when you’re saving the file. Sometimes, an easy fix is just to try downloading the file again to your desktop without changing the file name or save directory. Clearing your cache, cookies and internet history may also resolve this problem.
I can’t see my most recent invoice
Residential
Answer
Every now and then your data will take a little longer to come through our system. This might be due to temporary technical issues if we’re rolling out upgrades to the Toolbox. Please check back after 24 hours. If your invoices are still not available, feel free to call into our friendly call centre between 8am and 6pm
Monday to Friday on 1300 662 778.
