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 during opening hours

Thinking of switching? 1300 662 778 during opening hours.
International? +61386126400 during opening hours.
Already a customer? 1300 662 778 during opening hours.

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

You can request a payment extension or set up an instalment plan (which lets you pay smaller amounts more frequently) 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 during opening hours to speak to one of our dedicated team members.

Thinking of switching? 1300 662 778 during opening hours.
International? +61386126400 during opening hours.
Already a customer? 1300 662 778 during opening hours.

Can I choose between monthly/quarterly billing?

Unless you’ve chosen our Self Serve or Bill Boss plan (which have fixed monthly billing), you can choose between monthly and quarterly billing for your electricity account. Just contact us through MyAccount or call us 1300 662 778. Your gas billing cycle depends on your distributor.

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 during opening hours 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.

Thinking of switching? 1300 662 778 during opening hours.
International? +61386126400 during opening hours.
Already a customer? 1300 662 778 during opening hours.

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.

How do you calculate my SmoothPay amounts?

We calculate your SmoothPay amounts using a combination of what we know about your past energy usage and your actual energy usage once you start using SmoothPay. If we don’t have enough information about your past energy usage (or any at all), we may estimate your energy usage or combine our estimate with any information we do have. In some cases, this might mean we make a few adjustments to your payments in the period after you take up the service, just until we know more about your energy usage patterns.

What if my energy use changes?

We’ll keep an eye on things to make sure your SmoothPay payments match your energy usage. If your usage differs from what we expected, or your rates change, we’ll tweak your payments accordingly.

We’ll always let you know ahead of time if this is happening. If you change to another plan, you’ll keep your SmoothPay setup and we’ll adjust your payments if necessary.

I’m a new (or newish) customer – how do you know how much energy I use?

If we have less than 12 months of usage data for you, we’re still learning exactly how much energy you use over a whole year. That means our estimates (and therefore your payments) are unlikely to be completely accurate from the start, so they’ll change a few times in your first 12 months as a customer. But – as we get a clearer idea of your usage patterns – these will eventually even out.

What is SmoothPay and how does it work?

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.

How do you calculate my SmoothPay amounts?

We calculate your SmoothPay amounts using a combination of what we know about your past energy usage and your actual energy usage once you start using SmoothPay. If we don’t have enough information about your past energy usage (or any at all), we may estimate your energy usage or combine our estimate with any information we do have. In some cases, this might mean we make a few adjustments to your payments in the period after you take up the service, just until we know more about your energy usage patterns.

The benefits

  • You’ll avoid bill shock in months when you use more energy.
  • You’ll always know what you’re going to pay, so you can plan for your energy spend ahead of time.
  • You can choose to pay weekly, fortnightly or monthly – whatever’s best for your budget.
  • There’s no lock in – while SmoothPay payments become more consistent the longer you’re signed up, you can cancel it at any time.

Will I still receive bills?

You will still receive bills for your records. However, because you use direct debit to make payments on SmoothPay, you don’t need to do anything with the bills you get – they’re just there to show you how much energy you’ve used.

Your bill will also continue to show an account balance. Depending on your usage, the balance may be in credit or debit. That's because in months where you’re using less energy, you’re paying for slightly more to prepare for high-usage periods down the track (and vice versa).

What if my energy use changes?

We’ll keep an eye on things to make sure your SmoothPay payments match your energy usage. If your usage differs from what we expected, or your rates change, we’ll tweak your payments accordingly. We’ll always let you know ahead of time if this is happening.

If you change to another plan, you’ll keep your SmoothPay setup and we’ll adjust your payments if necessary.

I’m a new (or newish) customer – how do you know how much energy I use?

If we have less than 12 months of usage data for you, we’re still learning exactly how much energy you use over a whole year. That means our estimates (and therefore your payments) are unlikely to be completely accurate from the start, so they’ll change a few times in your first 12 months as a customer. But – as we get a clearer idea of your usage patterns – these will eventually even out.

How do I set up SmoothPay?

Log into MyAccount and click ‘Payment options’ in the plan box, then follow the prompts. Just note that if you’re an eligible customer, SmoothPay will only appear as an option if you’re up to date with your bills. You can see all eligibility criteria in the SmoothPay Terms and Conditions.

If you ever change to another plan, you’ll keep your SmoothPay set-up.

How do I cancel SmoothPay?

You can cancel SmoothPay in MyAccount from the ‘My Plans’ section. Depending on what your balance is when you cancel SmoothPay, there’ll be a credit or debit on your next invoice to make sure you’re reimbursed or billed accordingly.

When you cancel SmoothPay, you’ll go back to paying your bills normally via direct debit. If you also want to cancel your direct debit, you’ll need to change your billing preference to ‘invoice only’ (just keep in mind this isn’t an option on our Self Serve or Bill Boss plans).

How do I read my Momentum Energy bill?

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.

Thinking of switching?
1800 627 228

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

International?
+61 386126400

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

Already a customer?
1300 662 778

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

Send an enquiry
info@momentum.com.au

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