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.

Thinking of switching?
1800 627 228

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International?
+61 386126400

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

Already a customer?
1300 662 778

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