My concession has changed. How do I tell you?

Give us a call and let us know on 1300 662 778 (8am–7pm, Monday to Friday). If you're in SA, you'll need to contact DHS instead.

Can I get a concession on my power bill?

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.

Do concessions stay on my account if I move?

If you've organised your concession with us and plan to keep us as your power company when you move, it's best to give us a call and make sure the concession is applied to your account (remember you can only receive the rebate at your primary residence).

If you're in South Australia you'll need to contact DHS to make the change.

What is life support and who is eligible for life support?

Life support is a protection put on accounts to ensure everything is done to guarantee energy connections for customers relying on a medical life support machine. If you rely on a life support machine, your connection is protected and we make sure your distributor knows to contact you in the event of any outages.

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

Am I eligible for financial assistance to pay my power bill?

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 below, but you can always call us on 1300 662 778 to talk about your options.

Victoria: Utility Relief Grant Scheme (URGS)
NSW: Energy Accounts Payment Assistance Scheme (AEPA)
SA: Emergency Electricity Payment Scheme (EEPS)
QLD: Home Energy Emergency Assistance Scheme

What do I do if I've been disconnected?

Call us on 1300 662 778 to talk about options for getting you reconnected.

What do I do if there's a problem with my hot water?

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 to see how to 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.

What do I do if my electricity goes out?

If there is a risk to life or property, call 000. Otherwise you can report outages to your distributor. Your distributor's name and contact information are on your bill.

If you're in an embedded network, call us on 1800 627 228 and we'll get you onto the right person.

What do I do if my gas leaks or goes out?

Gas leaks are serious. If you suspect you have one and there is a risk to life or property, call 000 straight away. Otherwise, report faults to your gas distributor, whose faults and emergencies number is on your gas bill. If in doubt you can call us on 1800 627 228.

Can I choose between monthly/quarterly billing?

You can choose between monthly and quarterly billing for your electricity account. Just log into MyAccount and change your preferences or call us on 1300 662 778. Your gas billing cycle depends on your distributor.

How can I request more time to pay?

You can request one extension per bill through MyAccount. If you want to speak about other payment options give us a call on 1300 662 778 (8am–6pm, Monday to Friday).

How do I pay my bill?

Take a look at our payment page to see all your options in one place.

How often do I get my power bills?

Generally, electricity bills come every month or quarter and gas bills come every two months.

What do I do if my bill seems too high?

Give us a call on 1300 662 778 (8am–6pm, Monday to Friday) and we can help you identify the reason for the higher bill, and set up a payment plan if you'd prefer to pay the bill in smaller, more regular payments.

Some common reasons for a higher bill are:

  • Your prices have gone up (we’ll always tell you if this is going to happen ahead of time).
  • You’ve used more energy than normal (to cool/heat your house or use a new appliance).
  • We’ve adjusted to your bill because you’ve been undercharged in previous months.
  • Your meter has been reading your usage inaccurately and you’re being billed for energy you’ve used in the past that wasn’t recorded at the time.
  • Your bill is based on an estimate and the estimate was too high. In this situation, future bills will be adjusted to reflect your actual usage.

I'm having trouble paying bills. What should I do?

You can request a payment extension or set up a payment plan through MyAccount. We've also got more information on our payment assistance page.

If you need to speak to someone, call us on 1300 662 778 (8am–6pm, Monday to Friday) to speak to one of our dedicated team members.

Why are bills sometimes estimated?

Your distributor reads your meter and passes the details along to us and we bill you based on that information. Sometimes you'll get an estimated bill because:

  • There was an issue getting access to your meter.
  • Your read is scheduled for a different time to your billing period.

Why can't I see all my accounts in MyAccount?

Your accounts must 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 your accounts and we'll handle the rest.

Log in to MyAccount.

How do I add an authorised person to MyAccount?

Give us a call on 1300 662 778 and we'd be happy to arrange this for you.

How do I register for MyAccount?

Click here to open MyAccount, then follow the registration steps.

What's your relationship with Hydro?

Hydro Tasmania is Australia's largest renewable energy generator. We're 100% owned by Hydro, who purchased Momentum so they could expand into energy retailing. In 2010 Hydro launched the Hydro Tasmania Group which includes Momentum and Entura, who consult on renewable projects around the world.

What is my Meter Installation Registration Number (MIRN)?

It's the number that identifies your gas supply address. You can find it on your gas bill and it's usually stamped on your physical gas meter too. Because your MIRN identifies your actual property, it will stay the same even if your meter is replaced.

What is my National Meter Identifier (NMI)?

It's the number that identifies your electricity supply address. You can find it on your electricity bill and it's usually stamped on your electricity meter too. Because your NMI identifies your actual property, it will stay the same even if your meter is replaced.

Where is my electricity meter?

Your electricity meter is usually on an outside wall of your house, often close to where power comes in. If there are multiple sites (like an apartment building or block of flats), electricity meters will often be grouped together. If you're renting, your agent should know where the meter is.

Where is my gas meter?

Your gas meter is usually on an outside wall of your house, or occasionally inside if the building is older. If there are multiple sites (like an apartment building or block of flats), meters will often be grouped together. If you're renting, your agent should know where the meter is.

Who is my distributor?

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

Find out who your distributor is here.

What is green energy?

Green energy is energy from renewable sources that are replenished frequently enough to be considered renewable such as wind, water and sun. It's also known as renewable energy.

What is renewable energy?

Renewable energy is energy from renewable sources that are replenished frequently enough to be considered renewable such as wind, water and sun. It's also known as green energy.

Read more about renewable energy.

What is SmilePower?

SmilePower is our main electricity plan. We make sure that for every bit of energy our SmilePower customers use, an equivalent amount of clean, renewable energy is added to the grid.

Read more about where we fit into the renewable story.

What is non renewable energy?

Non renewable energy is energy that is generated from resources that are finite (or that won't replenish as quickly as they are used), like coal, gas and oil.

How do I stop Momentum contacting me for marketing purposes?

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 'My Details' page
  • Email: info@momentum.com.au
  • Phone: 1300 662 778 (8am-7pm Monday to Friday)
  • 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 (eg 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.

How long does it take to get reconnected if I've been disconnected?

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

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

It's 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, 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 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:

  1. 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.
  2. 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 your 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).
  3. 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.

I'd like to raise a dispute with Momentum. How do I do it?

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 - click here to see it. You can contact us about your complaint any of the following ways:

  • Phone: 1300 662 778 (8am-6pm Monday to Friday)
  • 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

Do you install solar panels?

We've got a plan for people with solar panels, but we don't install them.

What's your feed-in tariff?

That all depends on the plan you choose. To see the solar plans available at your place, you'll need to enter your address on our compare plans page.

How can I learn more about solar?

Check out our blog on solar energy here.

I’ve heard some stuff about energy reforms. What’s the story?

On 1 July 2019, a bunch of new reforms rolled out across the energy sector to help make energy pricing more transparent. The regulations you’re most likely to be curious about are:

The ones that can change prices

If you’ve read or heard about some kind of changes to energy pricing, you’ll probably want to know more about these two:

  • Victorian Default Offer (which applies in, you guessed it, Victoria)
  • Default Market Offer (which applies in New South Wales, South Australia and South East Queensland).

The one that may help you get a cheaper deal

Energy retailers in Victoria must now regularly give you information about their cheapest offer and how to get it. If you want to know more about this change, check out these two FAQs below:

  • ‘Why is there now information on my bill about other energy plans?’
  • ‘Why isn’t everyone already on your cheapest plan?’

What’s the Victorian Default Offer?

Set by the Essential Services Commission, the Victorian Default Offer (VDO) is the price all Victorian electricity retailers must provide to residential and small business customers on standing offers.

Until the end of 2019, the VDO rates are fixed and identical for all retailers, for two specific types of standing offer:

  • residential and small business customers on a flat tariff, and
  • residential flat tariff customers with controlled load.

Our customers have already been moved to the Victorian Default Offer. If you’re with Momentum and in one of these two groups, you should have received a letter from us about this, which included your new rates.

In 2020, the VDO will be extended to all standing offer customers and prices may be set differently by the Essential Services Commission.

Can I ask for the Victorian Default Offer if I’m not on a flat-tariff standing-offer?

Yes, all customers are eligible for the Victorian Default Offer. We’re happy to tell you more about this offer – or move you to it – please give us a call to discuss your options.

Why is there now information on my bill about other energy plans?

In Victoria, retailers must now regularly tell customers about their cheapest generally available energy plans. They also have to provide information about how to access these plans and where you can go to compare offers from other retailers. All this info has to appear on your bills, and on any notices we send you about changes to your energy prices or plan benefits. 

We’ll send our customers a letter in late September 2019 letting them know about the best offer available to them. From 1 October 2019 the best offer will appear on all our customer bills.

This change only applies in Victoria, but if you’re located elsewhere we’re always happy to let you know if we have a better offer for you.

Why isn’t everyone already on your cheapest plan?

Not everyone wants the cheapest energy offer. Some people prefer to pay a little more to get certain fees waived, or extra features. It just depends on what suits their needs at the time.

We’ve always been happy to evaluate any customer’s plan and recommend suitable offers when they ask. The new regulation means we’ll now proactively provide this information to all customers.

What’s the deal with GST-inclusive pricing?

All Victoria energy retailers now must display and quote their prices as GST-inclusive (and not use GST-exclusive prices).

Will all bill amounts be expressed as GST-inclusive now?

Only amounts which attract GST must be expressed as GST inclusive. For example, GST is payable on our tariffs and charges, as well as the online sign up credit, so these are all shown as GST-inclusive. But it’s not payable on the Solar Feed-in-Tariff credit and some other bill amounts, so you won’t see any mention of GST on those prices.

What’s the Default Market Offer?

Set by the Australian Energy Regulator, the Default Market Offer (DMO) is basically a price cap for standing offers. In New South Wales, South Australia and South East Queensland, retailers have to set their standing offer prices so a customer’s total annual electricity spend falls under the DMO.

Bear in mind, this doesn’t mean standing offer rates will be the same across all retailers - they just have to be lower than the price cap.

For now, the price cap only applies to two specific types of standing offers:

  • residential and small business customers with a flat tariff, and
  • residential flat tariff customers with controlled load.

The price cap may be extended to other standing offer customers in 2020.

Will the Default Market Offer change my rates?

If you’re a Momentum standing offer customer who’s eligible for the DMO, we’ve already adjusted your rates to below the price cap - you should have received a letter from us about this, which included your new rates.

If you’re not eligible for the DMO, we’ll continue to supply your electricity under your existing standing offer rates (subject to future price variations).

What’s the ‘reference price’ and why are you comparing other prices to it?

There are two different ‘reference prices’ depending on where you live.

  • In Victoria, it’s the Victorian Default Offer.
  • In New South Wales, South Australia and South East Queensland, it’s the Default Market Offer.

These reference prices help you better compare the overall cost of electricity plans between different retailers. 

In New South Wales, South Australia and South East Queensland, whenever electricity retailers advertise or tell you about a plan, or change the prices you’re paying, they must compare the annual estimated cost of their plan with the annual estimated cost of the DMO and show you the % difference between the two. 

In Victoria, electricity retailers must make a similar comparison (in either $ or % terms) when they advertise plans that include discounts.

It’s different to what you’re used to seeing, so it may look complicated at first, but giving you a standard benchmark can help you compare offers between different companies. (For example, if one offer is 10% less than the reference price and another is 17% less than the reference price, you can accurately gauge which is cheaper.)

What’s a flat tariff?

A flat tariff is any electricity rate that applies all day, every day. On a flat tariff, there aren’t any peak or off-peak times with different rates. You pay the same rate 24/7.

Do I need to be at home for my electricity connection?

If your meter is inside the property or if you're in NSW 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.

How long will it take to connect my electricity or gas?

We'll try to connect your electricity on the date you request, so long as there's no issue accessing your meter and it's been switched off at the main switch.

In normal circumstances, your gas supply will be 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.

I'm moving. How do I connect my new home?

If you are an existing customer, you can organise your move via MyAccount. For new customers, simply sign up here or give us a call on 1800 627 228.

Will I be charged for connecting/disconnecting my house or business?

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.

If you're on our Move Mate Electricity rates, you won't get charged standard disconnection or reconnection fees.

Can I have power connected on the weekend?

Our connections team are currently available Monday-Friday 8am-7pm so if you need power by the weekend, we recommend organising your connection for the Friday before. Depending on your distributor, Saturday connections are possible but we can't guarantee them.

Can I sign up multiple properties?

Absolutely. The easiest way to do it is by giving our team a call on 1800 627 228. You can also sign up online here, but you'll have to sign up each site separately.

Does changing power companies affect my power supply?

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

Does Momentum have business energy plans?

Momentum retails to business customers from small businesses and in the commercial and industrial sector. Take a look at our business page to see what we can offer.

How do I sign up for gas or electricity or switch energy supplier?

If you’re switching or just signing up, you can do it online or give us a call us on 1800 627 228. Once we’ve got your go-ahead, we’ll handle the break up with your old company.

What's the process after I've switched?

If you're staying in the same property, just sit back and we'll handle the changeover. If you're moving, you'll have to let your old supplier know what date you'd like them to disconnect your old place. At the new place, make sure the power is off at the main switch, there's no exposed wiring, and there's safe access to the meter. So long as we're able, we'll connect you on the move day you requested when you signed up.

Where can I find a summary of the key terms of my agreement?

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 on 1300 662 778.

Can I report my own monthly meter reads?

If you have a basic meter you can provide your own meter reads. You can read about how to read your meter and provide your readings to us here.

I'm moving. How do I change my address?

Get in touch with our customer care team on 1300 662 778 and give them the details of your move.

How do I read my meter?

The way you read your meter will depend on what kind of meter it is. You can find everything you need to know about reading your meter here.

How can I save energy?

Take a look at our list of energy saving tips for your home or your small business.

Where do I go to manage my account online?

Click here to open MyAccount.

What is a supply charge?

A supply charge or daily charge is the fixed amount you pay daily to be connected to the energy network.

Do you have a solar plan?

We sure do. It’s called Solar Step-Up. Read more here.

Do you have peak and off-peak rates?

Whether or not you have peak and off-peak rates depends on which network tariff you're on. If you want to find out more, give us a call on 1300 662 778 (8am–7pm, Monday to Friday).

What is Move Mate?

Move Mate is our product made especially for movers to get their new place connected. You'll save on some electricity connection fees if you're on Move Mate electricity rates. Read about moving here.

What is SmilePower?

SmilePower is our main electricity plan. We make sure that for every bit of energy our SmilePower customers use, an equivalent amount of clean, renewable energy is added to the grid.

Read more about where we fit into the renewable story.

Do you have a cooling off period?

We do. You can cancel your contract within ten business days of accepting our offer either verbally or in writing.

Phone: 1300 662 778 (8am–7pm, Monday to Friday)
Address: Momentum, P.O. Box 353, Flinders Lane, VIC 8009
Email: info@momentum.com.au

Or, if you’ve registered, send us a message through MyAccount.

What is Solar Step-Up and who can buy it?

Solar Step-Up is our product for Victorians with solar panels. Read more.

Are there connection fees for moving?

In normal circumstances, yes. These depend on your distributor and how quickly you need to get your new place connected. You can see our fees page here.

If you're on our Move Mate electricity plan, we'll waive certain connection and disconnection fees when you move.

What are the terms of your $50 Welcome Credit? (GST incl)

For energy plans that come with an online sign up credit, there are a few rules.

Offer terms

Capitalised terms that are not defined in these Special Terms are defined in the Market Retail Terms for Small Customers.

  1. To be eligible for the $50 (GST incl) online sign up credit (Welcome Credit):

    (a) you must sign up to an applicable plan at momentum.com.au

    (b) the Supply Address must be in Victoria or New South Wales

    (c) the Contract must be your first market retail contract with us for the Supply Address (New Contract), and

    (d) the New Contract mustn’t end before a bill is issued for the first billing period under the New Contract (First Bill).


  2. We’ll pay you the Welcome Credit:

    (a) for each New Contract you sign up to at momentum.com.au, and

    (b) as an offset against the Charges on the First Bill (subject to clauses 3 and 4).


  3. You won’t get the Welcome Credit if the New Contract ends before the First Bill is issued.

  4. If the First Bill contains Charges of less than $50 (GST incl), we’ll carry over the Welcome Credit balance to your next bill, excluding a final bill. If the New Contract ends before you’ve incurred Charges to the value of $50 (GST incl), you’ll forfeit your Welcome Credit balance.

  5. We won’t pay the Welcome Credit as an offset against the Charges on a final bill, or as a refund, or transfer any Welcome Credit balance to another Supply Address under any circumstances.

Offer exclusions

1. This offer is not valid or available in conjunction with any other Momentum Energy offers, plans, promotions, vouchers or competitions and is not transferable.

Thinking of switching?
1800 627 228

8am-6pm, Monday - Friday (AEDT)

International?
+61 386126400

8am-6pm, Monday - Friday (AEDT)

Already a customer?
1300 662 778

8am-7pm, Monday - Friday (AEDT)

Send an enquiry
info@momentum.com.au

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