Tenant FAQ's

Commercial tenants

Please email support@energyintel.com.au with your move-out details. Please also liaise with your Centre Manager; they know to approach us with this information to begin your account closure process.

Residential tenants

It is important you notify us before you move-out by completing the Online form or email support@energyintel.com.au with your address, account number, name and move-out date and we will take care of the rest. If we are not notified prior to your move-out, you may be charged until the date of notification or until someone else moves into the tenancy and notifies us of this. 

We require at least 3-business days’ notice to process your request.  Disconnections are typically made from 7am Monday to Friday (excluding public Holidays).  Note: If you require power on the scheduled disconnection date, we suggest re-scheduling to the day following. To organise power to be disconnected please complete the Online form or email support@energyintel.com.au with your address and move-out date and we will take care of the rest.

If you have Direct Debit set up, your final bill will be automatically deducted for the last time. You will still receive your usual notification in advance.

Your final bill will be sent to you early in the month following your account closure.  

Commercial tenants

Please liaise with your Centre Manager and let us know your move-in details including Registered Business Name, ABN, trading name, handover/move-in date and contact details. 

Residential tenants

Please email us at support@energyintel.com.au or call 1300 277 233 and provide your move-in date, address and contact details (name, phone, email). Our friendly customer service staff will get back to you with the next steps in setting up your account.

Embedded networks at shopping centres and apartment blocks are private electricity networks that run to multiple premises, they have a Gate Meter supplying and capturing the common area and tenant consumption within.  The site owner will sell you your electricity, instead of an authorised retailer. Each tenant’s consumption is individually metered off the gate meter via a sub-meter giving the tenants the benefit of bulk purchased electricity.

Most of our embedded networks are part of a larger sustainable plan with innovative green principles including solar & energy efficiency lighting and equipment. 

NMI stands for National Metering Identifier – a unique 10-digit value used for On-Market meters. The NMI is used to identify each specific customer meter in the wholesale market systems (MSATS).

In most states you can purchase from your retailer of choice. 

If you opt for an external retailer, simply inform them that your tenancy is part of an "Embedded Network" and that you are interested in an "Energy Only" offer.  Depending on the retailer, they might want to install a new meter at your cost. You will also receive two bills; one from the retailer for usage another from the Centre for the regulated network charges. You are still responsible for electricity used until such time your authorised retailer takes over the billing rights.

Energy Made Easy is a free Australian Government energy price comparison service for households and small businesses in NSW, QLD, SA, TAS, and the ACT. For VIC Victorian Energy Compare.

A typical water meter has black and white numbers and red and white numbers, refer to the black and white numbers to obtain a meter read. These numbers represent kL's (1000 litres) and the red and white numbers or dials represent litres.

There is no fixed term contract. Enjoy the freedom to choose without being tied down to a lengthy contract.

Yes, there may be fees associated with connection or disconnection of a property such as:

• An account set up or close fee, this may include a meter reading.
• You may also be charged a fee for our service technician to visit the site and connect/disconnect your power.

Refer to your Price Fact Sheet for other fees/charges.

Bills are issued monthly (Electricity) or bi-monthly (Hot Water/Gas Cooktop).

Not necessarily the exact same day each month as the month is calculated on business days and therefore may vary depending on public holidays.
 
If a meter is manually read, bill frequency can vary depending on when reads are taken and provided.

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An estimated bill is when we generate an estimated bill for your electricity usage instead of using an actual meter reading.  This may be based on your usage from the same period in the previous year or other regulated calculations. This estimate is often used when a physical meter reading cannot be obtained, typically due to factors such as access difficulties to the meter, technical issues, or scheduling challenges.

An estimated bill is likely to be above or below your usage:

• If it is below your usage, you will get receive a ‘catch up’ bill for the next bill after actual read.
    
• If it is above your usage, you are paying more than you should and difference will be credited / applied to your next bill, after actual read.

Your bills are due 14 business days from the date the bill was issued. We offer multiple ways to pay your account, either by

• Direct Debit - you will still receive a monthly bill and we will let you know in advance when your account will be debited (a surcharge of 1.2% applies for payment by Credit/Debit Cards)
• BPay
• Credit Card 
• Online 
• Pay by Phone 1300 104 764, reference the Account Number on your bill (a surcharge of 1.2% applies for payment by Credit/Debit Cards)

If a person living at your premises requires Life Support Equipment, you must register the premises with Energy Intelligence. You will be required to return our Life Support Form with your Medical Confirmation; a certification from a registered medical practitioner that a person residing or intending to reside at your premises requires life support equipment and we will register your property with the local distributor. Please visit our Life Support page for more information.

We can help you with an account transfer or cancellation. Email a copy of the death certificate and certified documentation showing you are authorised to act on behalf of the deceased (Power of Attorney or Executor status in Will) to support@energyintel.com.au. Please be sure to include with your contact information the best contact phone number in case we need to call you.

We are here to help and can offer extra support and flexibility to suit your situation. Contact us on 1300 277 233 and press 1 for accounts or email support@energyintel.com.au. We have multiple options including:

• Payment plans tailored to suit your situation.
• Pay smoothing.
• Payment extensions.
• Advice on how to access Concessions, Grants and Community assistance. Financial counsellors can also help you manage energy and other household bills, providing long term support. Financial counselling services are offered by non-profit organisations to customers free of charge. For more information visit fcan.com.au or call 1800 007 007.

There may be government assistance programs available that can provide further financial support. Please visit moneysmart.gov.au for more information. You can also contact the National Debt Helpline on 1800 007 007 or the Small Business Debt Helpline on 1800 413 828.

While Energy Intelligence will always endeavour to ensure continuous service, under certain circumstances your service may be disconnected:

• Following a planned service interruption notice typically due to maintenance on the network.
• Unplanned outages – typically due to severe weather, accidents or technical issues.
• On non-payment.

When you receive your bill, it is important to pay this on time. If full payment is not made by the due date a reminder notice will be sent. If payment is still not made by the deadline, a disconnection warning will be sent. This warning will be sent at least 10 days before disconnection. You can contact us on 1300 277 233 and press 1 for accounts or email support@energyintel.com.au to discuss a hardship arrangement tailored to your needs.

If you purchase power from a retailer of your choice they will charge you for your energy consumption and the centre will charge you for the regulated network charges that cover the infrastructure costs.
 

Once you receive your first invoice you can go to our Portal Login and Click ‘Forgot Password? First Time User? to send ‘Reset Link’ to create password and gain access to the portal.

The email address must match your biller email address on the account.
 
Customer Portal benefits:

• Access to current and previous bills.
• Consumption history.
• Online payments.
• Set Up Direct Debit.
• View payment transactions.

You will then be able to access your bills, check your balance, pay online or set up direct debit with our Customer Portal anytime, anywhere.

Please go to your Portal Login or call 1300 277 233