Payment difficulties and customer hardship

Financial hardship can happen to anyone at any time – that’s why we’ve taken steps to provide support and make things easier for you to get back on track. If you’re impacted by financial hardship, we can provide assistance including: offering alternative payment arrangementsremoving your account from our standing credit and collections activities – including […]

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Life Support

If you, or anyone at your home or business premises depend on life support equipment, this need to be registered on your account. You need to tell us so that we, and your local network provider, can register your account and provide you with extra protections regarding your power supply. See our Life Support Policy […]

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Family Violence Support

We recognise that our customers and employees may be affected by family violence at any time. As an essential services provider, we understand that family violence can cause difficulties with bill payment, and we acknowledge that we have an important role to play in protecting your account information and personal security. See our Family Violence […]

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24 hour support – emergency situations and power outages

For minor supply faults and outages in your area you’ll need to contact your energy network (who own the poles and wires). Your network is responsible for the physical supply of electricity to your premises. There are 5 networks in Victoria – to see which one serves you click here. Contact numbers for each of […]

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Complaints

We take customer feedback seriously. Please click here for more information and steps how to make a complaint >> https://flowpower.com.au/help-and-support/

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What is the Default Market Offer? The Victorian Default Offer (VDO) explained

What is the Victorian Default Offer? From 1 July 2019, Victorian energy retailers are required to have a Victorian Default Offer (VDO) for homes and small business customers on a specific rate type. These rate types will move to Victorian Default Offer rates from 1 July 2019; Residential electricity customers – Flat and controlled load […]

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Opting out of marketing

If you no longer wish Flow Power to contact you in relation to marketing of our products or services, you can request to be added to our ‘No Contact List’. Please notify us by submitting a contact form here with your details and request.

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Protection of privacy

We are committed to respecting your privacy and protecting your personal information in accordance with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). Our Privacy Policy explains the types of personal information we collect, how we deal with that information and how to contact us if you have any concerns or need […]

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Wholesale pricing explained

Energy retailers buy their electricity from the same wholesale electricity market, where prices fluctuate and are set every 5 minutes. The wholesale price is the price for your electricity usage that retailers, including Flow Power, must pay to supply you. The wholesale price included energy costs, hedging costs, the rates charged by your local area […]

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