Frequently Asked Questions
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Green electricity
Particular information relating to green energy below has been provided courtesy of GreenPower. Please visit their site at greenpower.gov.au to find out more.
What is GreenPower?
GreenPower is renewable energy sourced from the sun, the wind, water and waste that can be purchased by Simply Energy on your behalf. Electricity is generated at a range of sites across Australia and supplied to a central power grid. Your homes and businesses are connected to this grid to access electricity. Traditionally, electricity on the national grid came from generators who burn coal. Only a small amount currently comes from renewable sources.
Green energy customers of Simply Energy receive accredited GreenPower. We buy electricity generated from accredited renewable energy generators on your behalf. This renewable energy gets transmitted to the national electricity grid. GreenPower is independently audited and verified by the National GreenPower Accreditation Program. Retailers can only use the GreenPower logos if they meet the strict rules of the program.
Why is green energy important?
There is a lot of publicity about green energy these days, both on a local and global scale. In Australia, approximately one third of our greenhouse gas emissions are generated through the production of energy from fossil fuels. In a nutshell, this means the electricity we use day to day is harming our environment. The ultimate impact of these greenhouse gas emissions is the climate change we are experiencing as a result of global warming.
What is the GreenPower Guarantee?
The National GreenPower Accreditation Program accredits GreenPower products to ensure that participating consumers' contributions are used to purchase electricity from approved renewable resources. To gain accreditation, Simply Energy has met a series of strict requirements and earned the right to use the GreenPower 'tick' of approval.
Where does Simply Energy source its GreenPower?
Simply Energy currently sources its GreenPower from a range of sources mainly wind. This source is subject to change from time to time.
What is wind energy?
Wind comes from the movement of air resulting from thermal gradients and the earth’s rotation. Depending on climatic conditions and surface topography, wind can vary significantly in intensity over a day, over a season, or over a year. The basis of a successful wind energy facility - or wind farm - is to find a site which has a strong and steady wind. A good wind resource is usually characterised by an average wind speed of more than 6.5 metres per second (23 km/hr).
How can I be sure I am buying accredited GreenPower?
All accredited generators and electricity companies are audited each year as part of the GreenPower program. Reports are publicly available. Anyone can review the accredited product and verify that net electricity purchases are being invested in the growing demand for new renewable energy.
What does GreenPower accreditation mean?
An accredited GreenPower product will always carry the 'tick' label. This accreditation label is supported and managed by governments throughout Australia. These labels tell you the amount of accredited GreenPower your energy retailer is purchasing on your behalf, as a percentage (10% - 100%) of your household’s electricity consumption. 100% means that your energy supplier purchases renewable energy from accredited GreenPower sources to the amount equal to all of your household's electricity consumption.
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Switching Retailers
What happens when I change retailer?
When you accept an offer with Simply Energy, we become your new retailer. Your distribution will not change. The quality and reliability of your supply is not affected. We will notify your current retailer on your behalf about your decision to switch retailers. When this transfer is complete we will notify you in writing. This can take up to 4 months depending on when your next meter read is scheduled.
This energy industry is regulated by an independent body in each state. In Victoria it is the Essential Service Commission and in South Australia, the Essential Service Commission of South Australia.
What is a market contract?
You can choose to take advantage of a range of competitive offers by entering into a special agreement with a retailer. These agreements are called market contracts. We buy wholesale energy from generators and sell it to you, developing packages and services to meet your needs.
What does Full Retail Contestability mean to me?
The Australian energy industry has undergone significant change over the past 10 years. Energy retail is now open to full competition which means you can choose who retails your energy.
Increased competition means you now have the power to:
- Choose your energy retailer
- Pay less for your energy
- Save time by dealing with one company for both electricity and gas
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Billing
What is a NMI?
Your NMI is your National Meter Identification Number for electricity. Every home and business with an electricity supply has a unique number. This number is used to track your usage and used when changing retailers. You will find it on your Simply Energy bill on the top section of the back page.
What is a MIRN?
Your MIRN is the Meter Identification Reference Number for gas. Every home and business with a gas supply has a unique number. This number is used to track your usage and used when changing retailers. You will find it on your Simply Energy bill on the top section of the back page.
What is my billing cycle?
If you are in Victoria, your electricity billing cycle is every 3 months and your gas cycle is also every 2 months. If you are in South Australia, your electricity and gas billing cycle is every 3 months.
What is an Estimated and Actual Meter Read?
As a retailer, Simply Energy depends on the relevant network distributors for meter readings. Once the meter is read, we use the information we receive to bill our customers.
The meter reader will endeavour to read your meter on the scheduled date. However, in some cases access to your meter cannot be obtained and we are not provided with a meter reading. When this happens, we will estimate your bill. There are strict rules governing how bills may be estimated.
Why are bills estimated?
Possible reasons why your meter could not be read, resulting in an estimated bill include:
- Indoor Meters - the meter is inside your house and there was nobody home when the meter reader tried to access your meter.
- Locked gate - the meter is behind a locked gate and there was nobody home when the meter reader tried to access your meter.
- Blocked access - there may have been an obstruction preventing the reader getting to the meter (e.g. garden waste). Legally, you are required to maintain clear access to the meters on your premises.
- Dog - the meter is guarded by a dog or other threatening animal.
What are my options?
A special meter reading can be requested at a charge. Based on this reading, any difference can be reconciled to ensure that you pay for no more than the energy you have actually consumed over the billing period. Alternatively, you can supply your own meter reading and we will send an adjusted bill. Or you can wait until your next bill where you will see the variance rectified. If your bill was estimated and your consumption was less than what you were charged, you will see this variance reconciled on your next bill, ensuring you only pay for the energy you have actually consumed.
How do I arrange a special meter reading?
We would be happy to arrange an appointment for a special meter reading at your premises. This can take place anytime during business hours, Monday to Friday.
Please contact 13 88 08 (from 8.30am to 5.30pm AEST Monday to Friday) to arrange a convenient date to allow us access to your meter. We require you to give us at least 10 business days notice to arrange an appointment.
Please be advised there is a fee associated with this type of reading.
My bill was higher than I expected. What could be the reason?
There are many reasons why your gas or electricity bill could be higher than you expected. We generally investigate this in a step-by-step process.
Increased consumption
- Was it cold or hot and you used the heater or air-conditioner more than usual?
- Did additional people stay with you?
- Did you use a new appliance or operate an existing appliance for longer than usual?
Correct comparisons
- Are you comparing your current bill to a previous bill where a concession was included? Some concessions are seasonal and won’t be applied to all bills.
- Are you comparing similar billing periods? (Ensure that you compare bills that related to exactly the same period last year.)
- Are you comparing similar billing days? (For example, one billing period may have been for significantly fewer days - say 70, while the next is for 90 days. The number of billing days will be displayed on all your bills.
Actual vs. Estimated Meter Read
- Have you considered that your last or current bill might have been an estimated one, followed by an actual? As a retailer, Simply Energy depends on the distributor for meter readings. There are several reasons, as listed above, why the distributor may not have been able to read your meter.
Simply Energy is your retailer. Regardless of which retailer you are with, the meter readers remain the same. Your meter is read by accredited and highly trained meter readers, who read each gauge in a particular way.
Options:
If you feel the meter has not been read accurately, we recommend the following options:
- Wait until your next account arrives, check if the same problem is occurring and then contact us.
- Call us directly to request a special meter reading, which will require the meter reader to return to your property to read the meter again. A fee will be charged if you proceed with this option.
If an adequate resolution has not been achieved after trying options 1 or 2, you may request for the meter to be checked. If a meter fault is found, we will cover the cost of this inspection. If there is deemed to be nothing wrong with the meter, you will be charged for this service.
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Concessions
How do I apply for concession entitlements?
In Victoria, holders of a;
- Pensioner concession card
- Health Care card (issued by Centrelink)
- Pensioner concession card or Gold card (issued by the Department of Veterans’ Affairs
may be eligible for an energy concession.
Please click here for an application form.
In South Australia, holders of a;
- Pensioner Concession Cards (issued by Centrelink or the Department of Veterans’ Affairs)
- Commonwealth Seniors Health Cards, (issued by Centrelink or the Department of Veterans’ Affairs)
- Gold Repatriation Health Cards- EDA or TPI (issued by the Department of Veterans’ Affairs) or
- Gold Repatriation Health Cards- War Widows (issued by the Department of Veterans’ Affairs)
may be eligible for an energy concession.
Please click here for an application form.
A concession form is also provided in your welcome pack to make sure you receive your entitled benefits. Once completed, please return your form to us by fax 13 88 58 or post it to:
Simply Energy
PO Box 210
Balwyn Vic 3103
Once we receive your completed form, we will process the information you have provided and update our systems to make sure you receive all your concession entitlements.
What is a Victorian Network Tariff Rebate?
The Victorian Government has instigated a Network Tariff Rebate, which is an initiative to reduce the cost of electricity in outer-metropolitan and country areas. The rebates commenced on 1 April 2005, and at this stage the Government has extended the rebate through to early 2008. The rebates are payable to domestic and small business electricity consumers using less than 160,000 kWh per annum. The rebate compensates for the higher network charge associated with distributing electricity over longer distances.
Rebates are provided on your electricity usage, but only up to certain limits. The limits have been set at average Victorian electricity consumption levels. For the majority of customers, this level is 4,000 kilowatt hours per year, plus an additional 4,000 kilowatt hours per year if you have off-peak electricity usage for off-peak hot water or off-peak space heating.
Further information on the network tariff rebates are available by visiting the Victorian Government Department of Primary Industries on http://www.dpi.vic.gov.au/energy.
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Payment plans
How do I find out about payment plans?
Please call Customer Care on 13 88 08 (8:30am - 5:30pm AEST Monday to Friday) to discuss payment plans, such as fortnightly/monthly payment plans using direct debit and direct credit. To set up automatic direct debit simply click here and complete and return this form.
We can also send you payment cards, where you can pay small installments up until the due date of the required account. Please call us on 13 88 08 or email us to arrange this.
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Connection and Disconnection
What if I move house?
Whether you are a new or existing customer of Simply Energy, we make transferring energy to your new home easy. To ensure you have your electricity and gas connected at your new property on the day you move in, please call Simply Energy on 13 88 08 (8:30am-5:30pm AEST Monday to Friday) at least 3 business days prior to moving in.
What is a connection fee?
When you move to a particular premise, you will need to arrange electricity and/or gas to be supplied.
Regardless of whether you contact a retailer or a distributor, your request is executed by the appropriate distributor. The distributor charges a nominal fee for this connection, this is then forwarded onto you as a separate line item on your first Simply Energy bill.
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