How can we help you?

If you’re moving in, we'll try to connect your electricity on the date you request (which can be as soon as the next business day, depending on your situation). This is usually pretty straightforward if there's no issue accessing your meter and it's been switched off at the main switch. If you’re not at the property yet, you can check this with your real estate agent.

Normally, the gas supply is left on between tenants, unless it was disconnected when the previous tenant was there. If that's the case, we'll notify the distributor and they should reconnect it within 48 hours.

If you’re staying where you are, there won’t be any disruption to your energy. Once we’ve officially ‘taken over’ your meter, we’ll let you know.

Your distributor charges a disconnection and reconnection fee, which depends on your meter type and location. You'll see the fee(s) on your bill from us. To find out what your fees will be, head to our fees and charges page.

Depending on your distributor, Saturday connections are possible, but we can't guarantee them. So, if you need power by the weekend, we recommend organising your connection for the Friday before.

If you’re unsure it’s best to chat to a human. Give us a call to see if we can help.

That depends on if you’re moving house or just switching to us in your current place.

If you're staying in the same property, just sit back and we'll handle the changeover. It generally takes 2 business days to transfer your electricity meter over to us. For gas, it typically takes around 4 weeks.

If you’re moving, there are a few things you can do to make sure your connection goes smoothly:

• Turn the power off at the main switch by 7am on the day you’ve requested your connection. The main switch is in your meter box, which can be in a number of places: on an outside wall, in a hallway or cupboard. You can check with your real estate agent if you’re unsure.
• Make sure there's safe access to the meter and no exposed wiring.

So long as we're able, we'll connect you on the day you requested when you signed up. Once we’ve let you know you’re connected, you’ll need to flick the main switch back on to start using electricity.

Don’t forget to let your old supplier know the date you'd like them to disconnect your old place, too.

Changing power companies won’t cause a disruption to your service, it just means that you’ll start getting bills from a new company.

Absolutely. The easiest way to do it is by giving our team a call. You can also sign up online, but you'll have to sign up each site separately if you do it this way.

Head to our electrical safety and compliance certificates page to work out what you need to reconnect your site.

One of Queensland’s electrical safety rules involves visually checking a property before turning the power back on. It’s called a visual safety inspection. When you sign up, we’ll check to see if your property needs one. If it does, we’ll arrange a convenient time for Energex to visit your site.

During the visual safety inspection, Energex will check your entire electrical installation for damage or exposed live parts. To do this they need to access rooms including sheds, cupboards and any locked rooms. They also need you to be on site for the inspection, unless the property is completely vacant with no furniture and no personal items anywhere on the premises.

If we've arranged for your energy supply to be disconnected, we'll reconnect you if, within 10 business days of being disconnected, you:

• resolve the issue that led to your disconnection, or make other arrangements to our satisfaction, and
• ask us to reconnect you, and
• agree to pay any reconnection charges.

It may be possible to be connected as soon as the day of your request, but keep in mind that might involve some extra charges depending on where you live and what time you're making the request. One of our people can let you know if this is the case. Additionally, if the network or one of its representatives considers your site unsafe or non-compliant or cannot gain access to your meter, you might incur extra fees and your reconnection timeframe may be affected by any adjustments that need to be made.

If you live in the ACT, Victoria, South East Queensland or SA, there are a couple of extra terms to be aware of, too:

ACT

We must send your request to the distributor within 24 hours of receiving it. Then, provided they receive the request from us by 2pm on a business day, your reconnection should happen that day. If the distributor receives the request from us after 2pm, they will reconnect you on the next business day.

SA

If you've been disconnected for:

• failing to pay a bill by the pay-by date
• failing to make a payment under a payment plan
• failing to pay an instalment due under an instalment arrangement, or
• failing to pay a security deposit,

we'll reconnect you within the below timeframes.

If your electricity is disconnected and:

• you request reconnection before 4pm on a business day, we'll arrange reconnection for the same day if you're in the Adelaide metropolitan area. If you're outside that area, we'll try our best to get you reconnected on the same day, but we'll make sure that you're reconnected by the end of the next business day at the latest.
• you request reconnection after 4pm and before 9pm on a business day and pay any applicable after-hours reconnection fee, we'll arrange reconnection for the same day if you're in the Adelaide metropolitan area, or if you’re outside that area but it's reasonably possible for us to arrange for you to be reconnected. Otherwise, we'll arrange for reconnection by the end of the next business day (and any after-hours reconnection fee won't apply).
• you request reconnection after 9pm on a business day, we'll make sure that you're reconnected by the end of the next business day.

Victoria

Unless you and we agree that later times will apply, if you make a request for reconnection:

• before 3pm on a business day, we'll arrange for reconnection on the day of your request
• after 3pm on a business day, we'll arrange for reconnection on the next business day, or
• if your request is made before 9pm and you pay any applicable additional after hours reconnection charge, on the day of your request, or
• if we can reconnect you remotely and safely, we'll pass on your request to your distributor within one hour of you making it, and try our best to reconnect you within two hours.

South-East Queensland

If your electricity is disconnected, and you're entitled to have it reconnected (and have taken all the necessary steps) we can reconnect it in the following timeframes, unless you and we agree that later times will apply.

If you request reconnection:

• by 12.00pm on a business day, your distributor will attempt to reconnect you on the same day
• after 12.00pm on a business day, your distributor will attempt to reconnect you by the next business day
• on a day that is not a business day, your distributor will attempt to reconnect you on the next business day

If your premises is located in an area specified as a special ‘other location’ by your distributor, your distributor will attempt to reconnect you within 10 business days of the date you make the request to us, or on a date as agreed with you.

Life support is a protection for customers relying on a medical life support machine. It means their connection is protected and we make sure their distributor knows to make arrangements with them in the event of any planned outages.

Some life support customers are also eligible for a concession, take a look at our concessions page for more information.

Call 1800 497 170 to access an interpreter who speaks your language. Once you’re connected with an interpreter, the interpreter will connect you with Momentum. You’ll need to call in our opening hours, which are on our contact page.

Call us to talk about options for getting you reconnected.

You can request one extension per bill through MyAccount by clicking ‘Payment options’, then ‘Request an extension’.

If you think you need help beyond a payment extension, more support is available. You can find out more on our Payment Assistance page, or call us to speak to a dedicated team member.

If you have a basic meter you can provide your own meter reads. Take a look at our meter reading guide to find out what you need to do.

You can change some details in MyAccount in the ‘Details’ tab up the top of the page. If you don’t see an option to change them online, you’ll have to give us a call.

To add an authorised or enquiry contact to your account, give us a call or send us a message through MyAccount (from the ‘Help & Support’ page) or email info@momentum.com.au with your request. If you’re emailing, include your account number, NMI/MIRN and date of birth so we can help you as quickly as possible.

There are two levels of access you can give your authorised person. 

1. An authorised contact

They can:

• manage any billing – so they can pay a bill or make enquiries about the account
• change account details

They can't:

• sign you up to new contracts, like changing the plan you’re on, or adding more properties to your account 
• arrange a disconnection

2. An enquiry contact

They can:

• ask for and receive information about your energy costs, rates and bills, including bill history
• arrange a payment extension or for a bill to be re-sent

They can't:

• add new plans or connections 
• make changes to your account

If you add an authorised person to your account, they won’t be listed on your bills, nor are they responsible for paying.

You can't take over an account already in someone else’s name, so one of the tenants staying behind will have to sign up in their own name. You can sign up online, or give us a call.

If you suspect you've got a leaking hot water system, call a licensed plumber as soon as you can. If you're sure it's not a leak and you have a gas or gas-boosted hot water system, check the gas supply – your pilot light might be out which means you'll have to look at the manual for how to safely relight it.

If you've got electric hot water the circuit breaker for your water heater will generally only trip if there's a major problem with your hot water unit – it's best to call an electrician if this is the case.

If you’re in Victoria and you need to install a smart meter or have your faulty meter replaced, please contact your distributor directly – their number is on your electricity bill.

To find the ‘next scheduled read date’ for your meter, refer to the second page of your bill.

You can also arrange a special read by calling us. There may be a charge from the company reading the meter, which we’ll pop on your first bill.

You're always welcome to request your meter data.

Just send an email to info@momentum.com.au with the subject line 'Request meter data'. You'll need to include your NMI, account number and date of birth in the email so we can verify your account.

Once you've got your report, you can use one of these guides to help you read it:

Interpreting an interval meter data report
Interpreting a basic meter data report

You can also request meter data as a third party, as long as you have customer consent. Just download the forms below and send them back to info@momentum.com.au. Note that we can't accept Letters of Authority in the place of the warranty and indemnity form.

You can request a maximum of 100 customer accounts at a time. There might be a processing fee depending on your request, but we'll let you know beforehand if this is the case.

Warranty and Indemnity form
Email request template

We'll send the meter data according to the regulated Metering Data Provision Procedures from the Australian Energy Market Operator (AEMO) in the required NEM12 (interval meter) or NEM13 (basic meter) formats. The AEMO Metering Data Provision Procedures are available on their website.

It all depends on where you live - you'll find your distributor (and their contact number) on your energy bill.

You can also find out who your distributor is here.

You can put yourself on our Do Not Contact list by getting in touch using one of the options below:

MyAccount: If you're a customer, go to the 'Details' page
Online: via the form on this page
Phone: Find our number on our contact us page
Post: P.O. Box 353 Flinders Lane VIC 8009 (addressed to our Do Not Contact team)
In person: Level 10, 4-12 Elizabeth Street, Hobart, Tasmania, 7000

You can tell us whether you don't want to be contacted for marketing purposes at all, or only in a particular way (e.g. in person, or by email, phone or mail).

If you get a call from us or one of our representatives, you can also ask them to put you on our Do Not Contact list over the phone.

It generally takes around 10 business days to process a request, so you may still get marketing material from us during that time. After that, we'll keep you on our Do Not Contact list for at least two years.

If you request, we'll provide you with written confirmation that you've been placed on our no contact list.

If you're our customer, we'll still contact you about anything important relating to your account or service.

Keeping your energy hassle-free is something we're serious about, but we know sometimes things don't go to plan. Details of how to make a complaint are in our complaint and dispute policy. You can contact us about your complaint any of the following ways:

Phone: See our contact us page
Email: info@momentum.com.au
Post: P.O. Box 353 Flinders Lane VIC 8009

If you'd like to take your dispute to a third party, here are the details for each state:

Queensland (EWOQ) - https://www.ewoq.com.au
NSW (EWON) - https://www.ewon.com.au
SA - (EWOSA) - https://ewosa.com.au
Tasmania (EOT) - https://www.energyombudsman.tas.gov.au
Victoria (EWOV) - https://www.ewov.com.au

You can find the key terms of your agreement in the Welcome Pack we sent you a little after you signed up. If you don't have your agreement, give us a call.

Whether or not you have peak and off-peak rates depends on which network tariff you're on. To find out what tariff you’re on and what’s available, give us a call.

We do. You can cancel your contract up until ten business days after accepting our offer. This is either the day you sign up to your Energy Plan, or receive your Welcome Pack – whichever is later. You can cancel verbally (by calling), or in writing:

Address: Momentum, P.O. Box 353, Flinders Lane, VIC 8009
Email: info@momentum.com.au

You can also do it by sending us a message through MyAccount.

It’s a perk that comes with most plans and it means for every bit of home electricity you use, we’ll make sure that enough renewable energy is produced each year to cover it.

An external agency audits our renewable promise every year. Their most recent audit is here.

Our renewable promise isn’t an accredited product or part of the GreenPower Program.

GreenPower is a government program that lets power companies buy renewable energy on a customer’s behalf. It was designed to give Aussies a straightforward way of investing in renewables by adding a nominated contribution directly to their power bills.

You can read more about GreenPower on our blog.

Momentum Energy is an approved provider under the National GreenPower Accreditation Program.

GreenPower is all about investing in new renewable projects. For it to be eligible for GreenPower, your power company has to buy energy from a renewable generator built after 1997.

But some of the renewable energy we buy is from our parent company Hydro Tasmania – and their generators have been operating for more than a hundred years, which means the energy we buy from them doesn’t count as GreenPower.

So we made a renewable promise instead – if your plan has it, however much electricity you use, we’ll make sure that enough renewable energy is produced each year to cover it.

Another key difference between GreenPower and our renewable promise is that GreenPower allows your home or business to formally claim that some, or all (depending on the percentage you choose to buy) of your electricity has been offset with renewable energy.

It all depends on which plan you choose, and where you live.

To see the rates and feed-in tariff for your place, go to our energy plans page and choose ‘Estimate by address’ at the top of the page. We use your address to identify your solar meter so we can show you compatible plans and the most accurate rates and FiT.

All our market plans will give you credit for the electricity you send to the grid, but you’ll get our best FiT with Solar Step-Up (unless you’re on a retired solar scheme).

To get the lowdown on each of our plans, take a look at our plans guide.

The reference price is the price all power companies use to compare their prices. It's also known as the Victorian Default Offer (VDO) in Victoria and the Default Market Offer (DMO) in NSW, SA and South-East QLD. Reference prices help you better compare the overall cost of electricity plans between different retailers. 

Read more about reference prices and the 2019 energy reforms.