Your bill will include all the details of your electricity usage, including your base rate, plan features (100% GreenPower and your assigned renewable energy generator), and Price Efficiency Adjustment.
We’ve developed a guide to understanding the different parts of your Flow Power energy bill that you can read here.
It’s common for energy bills to fluctuate, but if your bill’s higher than expected it’s worth investigating why.
Below are some common factors for why your electricity bill may be high.
Check your bill
Consider your energy approach
If none of these reasons help explain the increase in your bill, we might be able to help. Please contact us on 1800 359 797 to discuss.
Ideas & Tips
When you sign up to Flow Home, you’ll default into paying your bills via direct debit.
Please note: you’ll be direct debited by Progressive Green Pty Ltd, the trading name of our company.
If you’d prefer to pay your bills differently, you can pay your bills via:
Bank Transfer
| Bank | Westpac |
| BSB Number | 033107 |
| Account Number | 337616 |
| Reference | Your Flow Power account number |
Or you can pay in person at any Westpac Bank branch with the above details.
Send a cheque payable to Flow Power with your Flow Power account number on the back to:
PO Box 100, Hawthorn, Vic, 3122
| Biller Code | 405753 |
| Reference | Your Flow Power account number |
Payment – Phone
Call Flow Power on 1800 359 797 Mon-Fri 9-5.
Please note: you will need to cancel the Direct Debit before using an alternative method.
You can contact us if you have made a payment in advance via a different method to avoid double payment.
Need assistance with payment? We’re here to help.
If you are having difficulty paying your bill, please call us on 1800 359 797.
For more information you can refer to our Hardship Policy.
Flow Power’s market offer is billed monthly.
The Price Efficiency Adjustment (PEA) is an adjustment we make to your base rate each billing period.
It reflects how efficiently you used energy compared to the Wholesale Electricity Market price and network tariff (for customers on a time of use network tariff) during your billing period.
You can learn more about the PEA and what to do improve it here.
We’re here to help. Flow Power’s Hardship Policy means that among other options we can help you stagger your payments through a payment plan or get government support with your payments where you are eligible. You can read the policy here.
For more information or support, please contact us on 1800 359 797.
You may receive an estimated bill, if your smart meter doesn’t send us your data for that billing period, or if our meter reader is unable to perform a manual meter read.
When this happens, our metering service provider will rely on your previous usage pattern to estimate your latest bill.
If you have a basic meter, you can send us a self-read. You can learn more about reading your own meter here.
Direct debit withdrawal from your nominated account will take place either on a day specified by us or 14 working days after your bill is issued.
This due date will be indicated on your bill.
You can setup direct debit by contacting us on 1800 359 797, or sign and return a direct debit form to contact@flowpower.com.au
If your direct debit fails, we will notify you that you payment has been declined and inform you of when we’ll reattempt direct debit. If our reattempt is unsuccessful, we may add the unpaid balance to the direct debit for your next bill.
To ensure your direct debit goes through:
If you have other concerns or questions, feel free to contact us.
You can cancel, suspend or defer a direct debit by contacting us at least 5 business days in advance.
If your account does not have sufficient funds to cover your bill, your bank may impose a fee. Please contact your bank to find out more.
You can request a payment extension by contacting us on 1800 359 797.
We’re here to support our customers affected by domestic and family violence.
You can contact us on 1800 359 797 to discuss your situation or refer to our Family Violence Policy for further help. Our well-trained team understands the impact of domestic and family violence, and we will respond to your enquiry with compassion.
Customers with a relevant concession card may be eligible for a concession or rebate on their energy bills.
Please refer to our concessions page for more information.
If you or someone in your home uses life support equipment or requires electricity for a medical reason, you need to register it with us as soon as possible and complete a medical confirmation form.
We’ll provide you with advance notice of any planned interruptions to your energy supply, so you can plan accordingly.
Life support registration also prevents your premises from being disconnected.
You may also qualify for concessions and rebates – please refer to our Life Support Policy for more information.
You can organise a connection via Flow Power’s app. We require a minimum of three days’ advance notice to arrange a connection.
Please note: Our Flow Home plan is currently only available to Victorian customers. If you are not from Victoria, you can fill out this Expression of Interest form to get notified of when our Flow Home Plan is available in your state.
Please contact us on 1800 359 797 to discuss options for re-connecting your property.
Your distributor will charge a disconnection/reconnection fee based on your home’s location and meter type.
These fees are listed on your electricity bill.
To find out what fee you will be charged, please refer to our fees and charges page.
Your network distributor (or distributor) is responsible for the ‘poles and wires’ that connect your home’s electricity to the grid.
Distributors vary depending on where you live.
The name and contact number of your distributor is located on the top right hand corner of your Flow Power energy bill next to ‘faults and emergencies’.
You can also check out the Australian Energy Regulators website to find out who your distributor is.
A network tariff is what network distributors – such as AusNet and Powercor Australia – charge for the infrastructure they use to bring you electricity.
This includes the substations, poles, wires and transmission towers as well as the cost of maintaining, upgrading and operating the grid.
With a time-of-use tariff, what you’ll pay for your network usage depends on when you’re using it.
This is where off-peak and peak pricing periods come into play. Peak and off-peak times may change depending on your electricity retailer. We’ve provided a general guide below.
Off peak is charged when the electricity network has low usage, such as overnight.
Shoulder is a usage rate that sits between peak and controlled load times.
Shoulder rates are usually a bit cheaper than peak rates and are available in most states. For example, shoulder times are often 7.00 am to 3.00 pm and 9.00 pm to 10.00 pm on weekdays, as well as 7.00 am to 10.00 pm on weekends. These times may differ between states.
Peak rates are charged when the electricity network has high usage, such as in the evening or on weekdays.
If you use electricity in off-peak times, it’s cheaper; use it in peak times, and it’s more expensive.
On a flat tariff (also known as a ‘single rate’ or ‘peak rate’), you’ll pay the same network rate per kilowatt for your electricity regardless of when you use it.
No matter what day or time it is, what you pay per kilowatt won’t change. Flat tariffs do not have off-peak or peak pricing periods.
Controlled load electricity refers to electricity that’s used by a stand-alone item, like an electric hot water service, electric slab heating and irrigation pumps.
Controlled loads are recorded by a separate meter and can be billed as an off-peak rate.
If you have any questions, please contact our friendly team.