Frequently Asked Questions

Categories
  • Billing & Payment
  • Pricing & Rates
  • Moving & Switching
  • Online Services
  • Financial Assistance
  • Concessions
  • Meter & Connections
  • Emergencies
  • Solar Maximiser
  • Power Maximiser
  • To understand our Victoria, National (excluding Victoria) or business bills, click here for more info.

  • To receive a concession the account must be in the name of the concession cardholder, and other qualifying conditions must be met. Click here for more info.

  • If you have provided your concession details but your concession has not be deducted from your bill, please contact us via email at service@elysianenergy.com.au or phone 1300 671 799 to get a refund if your account is in credit.

  • You can log in to My Account and check the following:

    1.      Check your email has been registered correctly in the “Update my Details” section.
    2.      Check your eBilling has been registered correctly in the “Billing” section.

    Alternatively, you can call our customer service team for assistance with your account. 

  • If you’re experiencing financial difficulties and have trouble paying your electricity bill on time, please contact our customer service team as soon as possible, and we’ll assist you in setting up a payment plan to help manage your bills.

  • If you pay your bill over-the-counter at Australia Post you may incur a fee of $2.00 per payment (including GST). Exemptions from the over-the-counter fee can be found here.

  • You will receive a monthly bill which includes your supply charge for the upcoming month and the included energy of your elected plan. 
    If you have used more or less energy than your plan amount at the end of the month, your account will be debited or credited on your next bill. 
    Other types of usage, such as a controlled load for your electric hot water or slab heating, will be shown as a separate charge on your bill.  
     

  • 1. Check seasonality:
    Hot summers and cold winters can be contributing factors to a high bill. Cooling and heating appliances used to cope with changes in weather can increase your energy usage.

    2. Check to see if you’re using more energy than usual by comparing your bill with your previous summer/winter usage using My Account.

    3.Take advantage of natural heating and cooling opportunities

    4. Submit your own meter read:
    If you have a basic meter, you can request an adjustment to an estimated bill by submitting your own meter read.
    Provide your own meter read two days before your next bill date to avoid an estimated bill
    Find out how much energy you are using, any time you like.

    5. Check if you’re eligible for concessions:
    You may qualify to receive various energy concessions, rebates or grants on your Elysian Energy account. Include how a customer can check availability

    6. Did you recently move house?: 
    Have your living arrangements recently changed which may have had an impact on your energy usage? Your new home might be larger or new house mate may have moved in?

  • NSW SA and South East Queensland Residential Plans: In order to access our competitively priced plans we required monthly or fortnightly instalments which are credited against your quarterly bill.

  • If you receive a paper bill from Elysian Energy, you won't receive any charge for the paper bill. Elysian Energy has waived all its paper bill fees. 

    If you want to avoid paper bills simply by switching to eBilling. To sign up to eBilling and stay organised and clutter-free, login to My Account and update your eBilling Notifications setting.

    We have a number of alternative secure payment options, which you can find on the elysianenergy.com.au website or by contacting us.

  • Yes, you can – and it doesn’t matter if you’re signed up to eBilling or get mailed paper bills either. Direct Debit lets you pay each bill by its due date automatically, helping you to keep on top of them. Set this up in My Account.

  • Paying your bill online is simple. It’s quick and you don’t need to log in. Pay your bill now.

    You can also pay online by logging in to My Account.
    When you’re logged in to My Account you can view and pay your bills, adjust your billing preferences or switch to eBilling.

  • The easiest and simplest way to pay is online. It’s quick and you don’t need to log in. 

    Pay your bill now
     
     Alternate payment methods include: 
     
     Direct Debit:
     Credit Card
     BPAY
     Post-Billpay
    Centrepay

    However, some of these payment methods attract a processing fee, so we recommend contacting our customer service centre if you have any further questions regarding payment.

  • Please contact us via email or phone our customer service team at 1300 671 799 to get a refund if your account is in credit.

  • NSW SA and South East Queensland Residential Plans: 

    In order to access our competitively priced plans we required monthly or fortnightly installments which are credited against your quarterly bill.   

    Why do you require quarterly installments of NSW, SA and SE Queensland Plans? 

    We offer different installment amounts based on average customer needs so customers can budget for energy bills and avoid nasty bill shocks. 

    Check out our residential plans here

    If you have a small/medium business click here

  • Contact us and we'll assist you to disconnect your account.

  • Call us and we'll assist you with this process.

  • Contact us to confirm the connection has been raised and there have been no issues.

  • Any confirmation from a registered medical practitioner is premises specific, so if you’re moving house, you will need to obtain a new medical confirmation form stating your new address. Please call our customer support team for further assistance. 

  • You are required to be at your property if the network needs access to your meter.

  • If you have a smart meter, you do not need to be at the property when the electricity supply is connected. Confirm with your retailer if you have a smart meter at your property.

  • Checklist:
    - Make sure there is no power at your property
    - Make sure the main switch to the property is turned off
    - Call your retailer to organise a same day connection
    - Confirm with your retailer that power has been turned ON before switching the main switch in the On position.

  • Organise your electricity with an energy provider to make sure the power is switched on the day you arrive. We may be biased, being an energy provider ourselves, but we think that this step is one of the most important. Trying to move in with no lights, vacuuming ability, cooking potential, phone chargers, heating, or cooling can prove to be frustrating. For a simple electricity switchover, provide us with your new address and your move-in date here and we will make sure the power is on when you arrive.
    Make sure to sort out internet, gas, and water. Start looking around early to make sure you don’t make a rushed, last minute decision and end up paying more than you need to.
     
    Find your bearings

    Research your new area to get an understanding of where the nearest grocery store, service station, and public transport options are.
    If required, organise a new school for your children in your new area.
     
    Organise the moving day

    Book a removalist and research who you are going to choose to ensure you get the best price and service, to ensure it all runs smoothly on moving day.
    Make plans for your pets so they aren’t forgotten about, stressed, or injured during the busy moving process. A good idea is to take them to a family member’s place.
    Organise time off work if you will need a few extra days outside the weekend to move.

    Make plans for your pets so they aren’t forgotten about, stressed, or injured during the busy moving process. A good idea is to take them to a family member’s place.

    Organise time off work if you will need a few extra days outside the weekend to move.
    Create a floor plan for where your belongings will go. Planning where your furniture will be placed and measuring the spaces to ensure items will fit can help you avoid any unexpected hold-ups.

  • You are classified as being life support dependent if you depend on any of the following life support equipment:

    • Oxygen concentrator 
    • Intermittent peritoneal dialysis machine
    • Kidney dialysis machine 
    • Chronic positive airways pressure respirator 
    • Crigler najjar syndrome phototherapy equipment 
    • Ventilator for life support 
    • Any other equipment (whether fuelled by electricity or gas) that a registered medical practitioner certifies is required for life support, or a medical condition that requires continued supply of electricity and/or gas.

    If you or anyone at your home or business premises depends on life support (or to put this another way, are ‘life support dependent’), this needs to be registered on your account.

    You should tell us so that we, and your local distributor (the company responsible for the poles, wires and gas pipes in your area) can register your account and give you extra protection with your power supply.

  • The concessions are 17.5 per cent of electricity usage and service costs.

    The concession is calculated after retailer discounts and solar credits have been deducted.The concession is calculated as follows:

    A = [17.5% x (B – C)] – (D x 0.0823)

    Where:

    A is the amount of the concession

    B is the electricity charge

    C is the contractor discounts and solar credits

    D is the number of days in the billing period.

    Contractor discounts means the sum (excluding GST) of regular discounts, rebates, feed-in tariffs and other benefits offered or applied by the contractor directly in relation to the electricity charges.                             

  •  They are located on the second page of your bull under the "usage charges" section.

  • If you have provided your concession details, but your concession has not been deducted from your bill, please contact us for further assistance.

  • To receive a concession the account must be in the name of the concession cardholder, and other qualifying conditions must be met. Please contact us for more information.

  • Manual readings
    A meter reader visits your property, sights your meter and types the meter reading into a handheld computer that sends the data directly to our metering and retailer billing systems. The reading is then validated and sent to your electricity retailer who calculates your final bill. Manual readings are mostly used for accumulation meters. 

    Probe readings
    A meter reader visits your property and attaches an optical probe to a communication port on your interval meter. The meter downloads 30-minute interval kWh data into the meter reader’s handheld computer. The information is automatically sent through to our metering and retailer billing systems. The reading is then validated and sent to your electricity retailer who calculates your final bill. 

    Smart meter readings
    Your electricity retailer (the company that sends your electricity bill) is responsible for reading your smart meter. Smart meters are generally read remotely via communications systems, so a technician doesn't have to visit your property. The remote readings are 30-minute interval kWh data, which are sent through to our metering and retailer billing systems by your retailers appointed meter data provider. Your electricity retailer calculates your final bill. 

  • It's a request for your meter's current data usage. This is valuable information that allows you to understand how much energy your residential or business property uses.

  • Only customers with solar systems 7.5 kW or less are eligible to receive Elysian's Market Leading (FIT) feed in tariff. All we want you to know is that it will help you get the max out of your energy! We just can’t call it a Premium, as the state Governments introduced a subsidised Premium Solar Rate around 10 years ago when solar panels were still expensive to install.

    So we don’t want you to get confused between the Government Premium feed in tariff and Elysian's Market Leading (FIT) feed in tariff.

    If you’re already getting one of the Government’s Premium Feed in Tariffs don’t worry you can still get Elysian's Market Leading (FIT) feed in tariff. Now that helps you get the max out of your energy!

    Depending on where you live, Elysian's Market Leading (FIT) feed in tariff may vary. For more information on how higher FiT, visit https://elysianenergy.com.au/solar-plans. Get a quote typing your address or NMI or calling to speak with one of our sales consultants at 1300 870 300.

  • Don’t worry, Elysian Energy still has competitive rates when there is no sun.  Unlike other retailers who charge their lower off-peak rates late in the evening, we charge our lower off-peak rates or as we call it, the moon rate much earlier at 7pm. 

    - Sun hours are everyday, 7am to 7pm.

    - Moon hours everyday, 7pm to 7am.

    Please note the rate moon just applies for ToU tariffs.

  • No, there is no maximum amount of energy you can feed into the grid. You will be credited for all the excess energy you Feed-in your next invoice. There is no cap on the export volume under this plan. It is however, restricted to Solar Installations of 5kW or less.

  • When your usage is over your plan you will be charged on the additional usage as per Elysian's competitive Sun or Moon competitive excess rates. When your usage is under your plan, there will be no additional charges. We do not refund any unused energy, unless it is a final bill.

  • As soon as the solar panels are registered by your distributor, you will start getting Elysian's Market Leading (FiT) feed-in-tariff. Please note, it may take an extra 30-90 days for it to appear on your invoice. Please ensure you have completed and shared the forms and documents below with us so we can register your system with your distributor.

    The following forms need to be sent to us after the installation of your solar panels:

    -  Commonwealth Solar PV STC Assignment and Written Compliance Statement.

    - Solar Connection Form.

    -  Electrical Work Request.

    - Certificate of Electrical Safety.

    - Feed-in Tariff terms and conditions and feed-in tariff contract.

  • The following forms need to be sent to us after the installation of your solar panels:

    - The Commonwealth Solar PV STC Assignment and Written Compliance Statement.

    - The Solar Connection Form.

    - The Electrical Work Request.

    - The Certificate of Electrical Safety.

    - The Feed-in Tariff terms and conditions and feed-in tariff contract.

     

  • No, any unused energy will not be refunded or rollover to the next billing cycle.

  • There are numerous reasons why you may receive a high electricity bill, some of those are listed below.

    - Maybe you are using all the electricity that you generate and are not exporting any energy?

    - It may be autumn/winter season where your solar panels produce less energy.

    - Maybe you are consuming a lot of energy at night?

    - You have a small solar system in relation to higher usage in the household.

    - Your solar system is not functioning at its full capacity

  • If you have a smart meter, you will be able to access the details of your solar generation and usage every half hour as they are read remotely. Therefore, tracking daily/weekly or monthly usage/solar feed-in is advisable. 

    If you have a basic meter, you will only be able to access your meter data quarterly as basic meters are read manually every three months.

  • Yes, once your new solar system is installed, we need you to send updated copies of the following forms to us to ensure that it is working smoothly. 

    - Commonwealth Solar PV STC Assignment and Written Compliance Statement.

    - Solar Connection Form.

    - Electrical Work Request.

    - Certificate of Electrical Safety.

    - Feed-in Tariff terms and conditions and feed-in-tariff contract.

     

  • The state Governments introduced subsidised Premium Solar Rates around 10 years ago when solar panels were still expensive to install. None of these are still operating for new solar panels, so if you are currently receiving a State Government premium feed in tariff you will continue to get the benefit until:

    • Victoria Premium Feed in Tariff – Rate 60c ends in 2024,
    • South Australia Solar Feed in Tariff scheme – Rate 44c ends in 2028,
    • ACT Feed in Tariff scheme – Rate from 30.16c ends in 2031 or 20 years after installation,
    • Queensland Solar Bonus Scheme Rate 44c ends in 2028.

    Although none of these Government schemes are open to new solar customers – You will be eligible for Elysian Energy's Market Leading (FIT) feed-in-tariff.

  • If your solar produces energy during the day, but you use electricity only at night during the weekdays. In that case, you will receive Elysian Energy's Market Leading (FiT) feed-in-tariff rate for all electricity exported into the grid during the day as a credit in your next invoice.

    For any additional usage over the amount included in your plan, you will be charged Elysian's competitive rates.

  • Our contracts do not expire, but the rates are subject to change. If we change our rates including Elysian's Market Leading feed-in-tariff, we will notify you as per the Regulated Notification requirements in your state.

  • Yes, you will pay the subscription plan. This is the minimum amount that you will be charged as it covers the cost of electricity overnight or when the sun is not shining.

     

  • No, any unused energy will not be refunded or rollover to the next billing cycle.

  • When your usage is over your plan you will be charged on the additional usage as per Elysian's competitive Sun or Moon competitive excess rates. When your usage is under your plan, there will be no additional charges. We do not refund any unused energy, unless it is a final bill.

  • We offer a single flat rate that is applicable anytime throughout the day, every day. They sometimes come with a controlled load for specific heating equipment in your home like a hot water system. The controlled-load is metered separately and is not controlled by a time switch.

    Our Flat Rate/Anytime rate is all day, every day.

    Controlled load or Dedicated load is the applicable usage allowed by your distributor or the separately wired heating device in your house.

    We also offer a TOU (or Time of Use tariff) which splits the usage by the time or day. We at Elysian do energy differently and instead of having a varying schedule of rates throughout the day, we offer 2 rates; sun & moon that apply when the sun is up or not. We think this makes more sense and is easier to understand so you know how much you are paying without doing extra math. So, get the max out of your energy!

    Sun hours are everyday, 7am to 7pm.

    Moon hours everyday, 7pm to 7am.

     

Can’t find answers? Contact us

Sales@elysianenergy.com.au

Suite 601, Level 6, 2 Queen Street, Melbourne, Victoria

1300 870 300