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.

Your Flow Power account can be easily accessed via the Flow Power app on your smart phone. 

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

You can add a secondary account holder in the profile section in your Flow Power app.

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.

If you are a concession card holder, you can add in your details during the sign up process. You can also update these details in the profile section in the Flow Power app once signed up.  

You can manage move-out or property closure requests through the profile section in the Flow Power app. Alternatively, you can reach out to our customer service team via Live Chat in case the account closure is urgent. 

You can add in a new property under the same account holder details in the profile section in your Flow Power app. Simply go to ‘add property’ and follow the prompts to register a new property

You can request a refund of your feed-in credit balance through Flow Power app. Simply go to your profile section in the app and click on ‘request a refund’. Your refund may take up to 21 days to be transferred into your preferred banking method. 

Log in to your account and submit a refund request through the ‘profile’ section in the Flow Power app.