Frequently asked questions

Time to consider?  No problem. You're entitled to a Cooling-off Period of 10 business days from – and including the day after – you've accepted our offer. You won't incur an exit fee if you do choose to cancel your contract within the Cooling-off Period.

Sit back and relax; we're sorting it all out for you behind the scenes. After the expiry of your Cooling-off Period, we'll make arrangements to transfer you over to us. This usually happens when your meter is next read by your local network distribution company (This is unless you have requested an alternative date and agreed to a special meter read fee).

If you have a basic meter, and haven't requested a special meter read, it may take up to three months for your energy supply to transfer to us. Regardless of your circumstances, we'll notify you once your transfer has been completed.

If we can't transfer you – due to circumstances beyond our control – we'll let you know. The most common reason customers aren't transferred as expected is because their network distribution company isn't able to gain access to read their meter. You can help by ensuring easy access to your meter either side of your next scheduled read date: this should be shown on a previous bill from your current supplier.

No, that's all fine; we'll take care of this for you.

You'll receive:

• A final bill from your current retailer after your next scheduled read date, or the special read date you've agreed to with us.
• You'll receive your first bill from us in accordance with the billing cycle detailed in your Contract. This could be monthly or quarterly for electricity and is usually bi-monthly for gas.

In a nutshell, it's a type of offer all energy retailers are legally obliged to make available to customers. It's usually more expensive than a market offer. 

Read more about standing offers vs market offers.

Power of Choice is the name given to a government-led program designed to help Australians make informed choices about the way they use electricity products and services. 

Read more about Power of Choice and Smart Meters.

The key terms of your agreement are summarised in the Welcome Pack we provided to you (typically a few days after you accepted our offer).  A summary of generic information, which may assist you in interpreting your Contract, is provided in the Product Disclosure Statement.

In 2015 Momentum expanded our energy offer – we now also provide natural gas to Victorian homes and businesses (with the exception of Gippsland and the Grampians regions). You can sign up for natural gas either as a stand-alone product, or as well as having a Momentum electricity account. If you're eligible, you can open a gas account online or by calling us on 1800 794 824.

We've just launched a great new account management tool called My Account.

This replaces Toolbox, which you've used in the past, and includes some handy improvements. Ready to try it out? Learn how here.

We offer a range of payment options including; Electronic Funds Transfer, BPay, Direct Debit, Credit Card, Mail or in person. Further details including processes and billing codes are on the bottom of the back page of your invoice. To find out more about how to pay your bills, click on the following for residential or business.

Yep. We've teamed up with Giftpax to give eligible Victorian residential customers a housewarming gift.

You can register for My Account, which provides secure password-protected access to your account online. My Account allows you to view your account balance and previous invoices, set up eBilling and direct debit from a Credit Card, and update your contact details.

• To setup My Account, you just need your electricity or gas account number and date of birth (or your ABN/ACN if you're a business customer). You'll find your account number on your bill, or call us on 1300 662 778 to get it.

Call our Customer Care team on 1300 662 778. They'll help you obtain a final reading at your current premises and set up an account for your new address. Providing us with at least three business days' notice will enable a smooth transition when moving home or relocating your business/office.

If you're a customer,  you can request a copy of your meter data and a summary report (containing data for up to the last two years).  You can either use this helpful guide to assist you in interpreting your meter data (if you're a business, please go here instead), or call our Customer Care team on 1300 662 778.

If you're a third-party who's been authorised by a Momentum Energy customer to access their meter data, you'll need to follow some additional steps.

Whether you're a residential or business customer, these sample electricity and gas invoices explain the different components of your bill. If you still need a hand once you've had a read of these, our Australian-based Customer Care team will happily explain anything requiring more detail. You can call them on 1300 662 778, weekdays between 8am and 6pm (AEST).

It's easy. Call our Customer Care team on 1300 662 778 and they'll update your account concession details. It's worth noting that your concession eligibility relates to specific criteria. It also varies from state to state.

Read more about energy concessions in your state.

To report or check your area's power outages please call your local network distribution company.

In an emergency, where there's a risk to life or property, call 000.

Victorian electricity distributors are introducing demand charges as part of pricing reforms within the National Electricity Market (NEM).

Find out what these new demand charges are and what they will mean for your business from 1 January 2017 on our Network Tariff Reform - Demand Charges page.

Our blog, Habitat is full of inspiration and tips to help you get started or further improve your energy savings at home and at work.