If you’re a residential or small business customer, 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.
For large business customers, get in touch with your account manager to talk about payment extensions.
If you’re experiencing financial difficulty, we’ve got payment assistance options to help.
If you just need a little more time to pay, you can request a payment extension through MyAccount by clicking ‘Payment options’, then ‘Request an extension’. But 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.
There’s a lot of information on your bill, and sometimes it’s hard to know what it means or why it’s there. To get an idea of what’s what, take a look at our bill guides.
If you’re a residential or small business customer, take a look at our payment page to see all your options in one place.
If you’re a large business customer, you’ll find your payment options on your invoice.
Some common reasons for higher bills for residential and small/medium businesses are:
If none of these seem right to you, call us to chat to a member of our team.
If you’re a large business customer, reasons for changing costs can be quite different - get in touch with your account manager if you’d like to discuss yours.
Your distributor reads your meter and passes the details along to us and we bill you based on that information. Sometimes we’re not able to use an actual read for your bill because:
Whenever we get your next actual read, we make sure the amount you pay is consistent with the amount of energy you’ve used. Find out more about estimated reads.
SmoothPay is a payment option designed to smooth out all the seasonal peaks and troughs of energy usage, so that you can make consistent payments throughout the year.
SmoothPay works by looking ahead at your expected energy usage over the next 12 months and smoothing out the cost of that usage into consistent payment amounts over that period. Because SmoothPay is an ongoing service, we’re always looking a year ahead – that means we’ll adjust your SmoothPay amounts to reflect any changes to your actual and expected usage. This keeps your payments as smooth (and accurate) as possible.
Just note that SmoothPay is a payment option only – it doesn’t affect any of the features of the plan you’re on. Find out more about SmoothPay.
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.
Of course – there are a few ways you can access your bill. If you’re a residential or small business customer, you can:
If you're a large business customer you can:
If you’re on an eligible electricity plan, you can choose between monthly and quarterly billing – you’ll just need to give us a call.
If you are an existing customer, you can organise your move via MyAccount with 3 days notice. If you need to move sooner, give us a call to see if we can help.
For new customers, you can sign up here or call us.
If your meter is inside the property or if you're in NSW or QLD and the power has been disconnected, you'll definitely need to be at home for your connection.
If you expect to be away from the property the day of your connection, make sure ahead of time that your meter is accessible or can be read remotely.
As long as your meter is on the outside of your house, a meter reader should be able to access it when you’re not there. To see if it’s accessible, the best thing to do is walk from the street outside to your meter and see if there’s anything that might make things difficult for the meter reader. You might have to leave certain gates unlocked, find a place for your pets that’s out of the way (like you would for the postman), or cut back overgrown plants.
In houses, the electricity meter box is usually found on an outside wall or garage. Your gas meter is usually low to the ground on the outside of the house, and can be at the front or back of the house. If there’s something the meter reader needs to know to access your meter, you can call us and we can leave a note for them.
The main switch is the main circuit breaker for all the electricity in a property.
It’s usually in the meter box, along with other circuit breakers and electrical wiring.
In houses, the meter box is usually found on an outside wall or garage. In apartments you may find it in a bedroom closet or hallway.
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:
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 you’re a residential or small business customer, you can organise this in MyAccount.
Adding a site:After you’ve logged in, click ‘Organise my move’ in the top right corner. You’ll see an address field – enter the address of the new site and follow the prompts.
Removing a site:After you’ve logged in, click ‘Organise my move’ in the top right corner. Below the address field, click ‘Organise my move out only’ and follow the prompts.
Alternatively, get in touch with us.
If you’re a large business customer, get in touch with your account manager to talk about adding or removing a site.
If we've arranged for your energy supply to be disconnected, we'll reconnect you if, within 10 business days of being disconnected, you:
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:
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.
If you've been disconnected for:
we'll reconnect you within the below timeframes.
If your electricity is disconnected and:
Unless you and we agree that later times will apply, if you make a request for reconnection:
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:
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.
We’re committed to supporting our customers who are affected by family violence. You can call us to speak to one of our dedicated team members who can provide discreet, tailored assistance.
Otherwise, our family violence policy outlines the ways we can help in more detail, as well as other resources that are available.
There are government schemes for each state which may help you pay an overdue bill if you’re experiencing a temporary financial crisis. These are:
Victoria: Utility Relief Grant Scheme (URGS) NSW: Energy Accounts Payment Assistance Scheme (EAPA) SA: Emergency Electricity Payment Scheme (EEPS) QLD: Home Energy Emergency Assistance Scheme
You can also call us to talk about your options with one of our dedicated team members.
Depending on your situation, you might be able to claim a concession on your energy bill. Take a look at our concessions page to find out if you’re eligible.
It depends on the type of concession you have, so it’s best to give us a call to make sure. Remember you can only receive the rebate at your primary residence.
If you're in South Australia you'll need to contact DHS to organise any changes to your energy concession.
Just give us a call. The only exception is if you're in SA, you'll need to contact DHS instead.
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’.
You can manage your account online using MyAccount. If you joined us after November 2019, you were automatically registered for MyAccount. If you don’t know your password (or haven’t set one yet), click ‘I forgot my password’ and use the email linked to your account to reset it.
If you’re a large business customer, head to our business portal.
f you’re an existing customer, you can organise your move in MyAccount as long as you give us 3 days notice. If you need to move sooner, give us a call to see if we can help.
For new customers, you can sign up or give us a call.
Take a look at our meter reading guide to find out what kind of meter you have, and how to read it.
We’ve got a bunch of blogs to help you save on energy costs:
Your accounts might not be linked yet – but it’s easy to fix. Log into MyAccount and send us a message via the contact form asking us to link them and we’ll handle the rest.
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.
They can:
They can't:
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.
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' pageOnline: 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.auNSW (EWON) - https://www.ewon.com.auSA - (EWOSA) - https://ewosa.com.auTasmania (EOT) - https://www.energyombudsman.tas.gov.auVictoria (EWOV) - https://www.ewov.com.au
You're always welcome to request your meter data.
If you’re a residential or small/medium business customer:
Log into MyAccount and send us a message with your request. You can also send an email to info@momentum.com.au with the subject line 'Request meter data'. In the body of the email, include your full name, email address and home address.
You can also request meter data as a third party, as long as you have customer consent. Just fill out the meter data request form below and send it back to info@momentum.com.au.
Meter data request form
We'll send the meter data in NEM12 (interval meter) or NEM13 (basic meter) formats, as required by the regulated Metering Data Provision Procedures from the Australian Energy Market Operator (AEMO). The AEMO Metering Data Provision Procedures are available on their website.
Once you've got your report, you can use one of these guides to help you read it:
Interpreting an interval meter data reportInterpreting a basic meter data report
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.
If you’re a large business customer, send an email to CIOperations@hydro.com.au with the subject line 'Request meter data'. You'll need to include your NMI or account number and letter of authority if you’re a third party.
For residential and small business customers, you’ll need to give us a call. Head to our contact us page for contact information.
If you’re a large business customer, get in touch with your account manager to talk about changing the decision maker for your account.
Maybe – here’s how you can check:
If you’re a residential or small business customer, you can look at other plans in MyAccount. Once you’ve logged in, go to the plan you’re thinking of changing and click ‘Switch plans’. You’ll be able to see what else is available for that address, and switch if you like what you see.
If you’re a large business customer, get in touch with your account manager to talk about what other options are available to you.
Sure do – it’s called Solar Step-Up. It’s got the highest feed-in tariff of all our plans (apart from those on retired solar schemes). It’s available to you if:
Even if you’re not eligible for Solar Step-Up, you could still get a feed-in tariff on our other plans (just at a different rate).
You can find out exactly what the feed-in tariff is on each of our plans by choosing ‘Estimate by address’ on our energy plans page. We use your address to identify your solar meter so we can show you compatible plans and the most accurate rates and feed-in tariff.
If you’re a large business looking to install solar, we also offer an on-site solar power purchase agreement.
If you’re a small or medium business, email massmarkettenders@momentum.com.au. For large businesses, send an email to tenders@momentum.com.au or give us a call on 03 8612 6450.
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.
If there’s any risk to life or property, call 000 right away.
Otherwise, you can get information about a particular outage from your energy distributor. If you’re not sure who yours is, you can look it up here, or check your bill for their name and contact details.
Your distributor’s outage map can give you useful information about a blackout in your area.
Gas leaks are serious. If you suspect you have one and there's a risk to life or property, call 000 straight away. If you smell gas, call (03) 9411 2129.
Otherwise, report faults to your gas distributor, whose name and contact details (also below) are on your gas bill. If in doubt you can give us a call.
We’re proud to be owned by Hydro Tasmania – Australia’s largest renewable generator.
Whoever you buy your energy from, it always comes from the same place – you probably know it as ‘the grid’. Electricity on the grid comes from a whole range of sources, both renewable and non-renewable.
Our relationship with Hydro means that even though you’re buying the same energy, you’re still doing a bit of good for Aussie renewables.
Read more about what we’re doing for renewables.
Whether you’re a small business or in the commercial and industrial sector, we can get your energy sorted. Take a look at our business energy page to see what we offer.
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.
Read our blog
Whether it’s organising a move, switching plans or setting up a payment method, you can do it in MyAccount.
Let’s get a human to help.
Contact us