FREQUENTLY
ASKED QUESTIONS

First things first, if you’re in an emergency that threatens your life or home, call 000.

Otherwise, please contact your energy distributor (who manages the supply of electricity to your house) for information on the outage.

If your electric hot water unit’s stopped working, it could mean there’s an issue with the unit. The unit’s circuit breaker will generally trip if there’s an issue with the unit.

An electrician will be able to help.

Yes you can.

There will only be one primary account holder, but you can have secondary account holder or authorised contacts depending on your needs, providing they are over the age of 18.

The primary account holder is the person whose name is listed on the energy account. The primary account holder is legally responsible for the electricity agreement and financially responsible for the account and payments.

A primary account holder can:

• sign contracts
• add or remove secondary account holders
• add or remove authorised contacts
• claim concessions (if they hold a concession card)
• request refunds
• finalise accounts/cancel contracts

A secondary account holder can be added at the primary account holder’s request.

They must be over 18 and identification requirements apply.

Secondary account holders are not financially responsible for the account and cannot claim concessions.

A secondary account holder can:

• make changes to the account
• accept fees on the primary account holder’s behalf
• request a refund (into the primary account holder’s bank account only)
• the secondary account holder can also be named on the bill alongside the primary account holder at the request of the primary account holder

An authorised contact is someone who’s added to the account by the primary account holder. They can enquire about account information specific to the electricity plan.

They may be carers, housemates, partners, or anyone else who would benefit from information about the electricity account.

Authorised contacts are not financially responsible for the account and cannot make any changes to the account or plan, nor can they appear on the bill. They can ask about topics like billing and charges.