Frequently asked questions
Want to switch? 1800 794 824
Already a customer? 1300 662 778
Monday to Friday
8am - 6pm
Outage or emergency?
In an emergency where there is risk to life or property call 000 immediately. If you're experiencing a blackout or supply issue, you need to contact your local energy distributor.
International
+61 386126400
Fax
03 9620 1228
Postal address
Momentum
P.O. Box 353
Flinders Lane
VIC 8009
Below you'll find the questions our existing and our new customers frequently ask, meaning that you can get assistance any time of day.
If you can't find the answer to your question below, please contact us. Remember that we're a 100% Australian owned and operated energy company - we don't have international call centres, so you'll speak to our Australian-based team in when you get in touch.
Transferring to Momentum
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.
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.
Already a Momentum customer
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.
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.
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.
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.
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.
Can't find the answer to your question?
Momentum is a 100% Australian owned & operated energy company