Frequently Asked Questions

Categories
  • Billing & Payment
  • Pricing & Rates
  • Moving & Switching
  • Managing Accounts
  • Financial Assistance
  • Concessions
  • Elysian Energy Online Services
  • Meter & Connections
  • Emergencies
  • 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 may incur a fee of $3.00 per bill (including GST). You can avoid this fee by opting for eBilling, which has other benefits including speed of delivery.

    Avoid paper bill fees 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

Can’t find answers? Contact us

service@elysianenergy.com.au

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

1300 671 799