Covid-19 Response

Simply put, we are all in this together

The health, safety and wellbeing of our people, our customers and the communities in which we operate is our priority. Due to new and evolving COVID-19 measures impacting our service centres, we’re currently experiencing higher than normal phone wait times. However, we are still here to help and you can chat with us online (8am-8pm Mon-Fri) or you can manage your account via MyAccount.



FAQs

Payment support

In challenging times, we understand you may need a little extra support with your bill. We are here to assist you with:



- Payment extension requests (assessed on a case-by-case basis).

- Tailored payment plans, such as fixed instalments to ‘smooth out’ your bill payments.

- Information on hardship programs and concessions.



To avoid higher-than-usual phone wait times, please chat with us online (8am-8pm Mon-Fri) or take advantage of our automated phone service: 13 88 08. You can also visit our online Help & Support centre.



How to pay your bill



Login or register for MyAccount. Go to MyAccount

Online & phone credit card payments. Go to simplyenergy.com.au to pay via Visa, Mastercard or PayPal

Australia Post Billpay. Call 13 18 16 or go to postbillpay.com.au

Telephone & Internet Banking. Contact your bank to make payment from your account, more info at bpay.com.au



Movers

If you have already scheduled your move with us, rest assured we don’t expect any interruptions to your move in date.



Supply Issues

If you are experiencing issues with your electricity or gas supply, please contact your distributor. Their contact details can be found in the top right corner of your latest bill.



Government Assistance Information

Below is information on individual States and Territories energy relief packages as it stands today 06/04. We will continue to update this information if/when more is announced so please check back if required



Queensland- Credits for households and small businesses are now available. You do not need to do anything as this will be automatically applied to your electricity bill. Find out more here.

Western Australia - As your gas only retailer we still wanted to share information regarding credits available for your electricity account, you can find out more here or contact your electricity retailer.



Scams and hoaxes

Scammers are using the current COVID-19 situation to take advantage of those who are vulnerable or distracted. Some organisations are seeing an increase in hoax and scam emails and SMS targeting customers.



What to look out for

Simply Energy will never send emails or text messages asking you to confirm, update or disclose personal or banking information.



Email bills:

- Ebills and payment reminders always come from info@documents.simplyenergy.com.au.

- Ebills always include your unique customer number and account number.

- The ‘Pay now’ button on your ebill takes you to our secure online payment portal.



SMS:

- Payment and billing-related text messages always include your unique account number.

- The payment link in the SMS takes you to our secure online payment portal.



Always check that the customer details displayed in the secure Pay my bill portal match the details on your bill before you enter your payment details.



If in doubt, simply don’t click.



Contact us via online chat and we’ll investigate. You can also login to MyAccount to manage your account securely online.



Stay updated on common COVID-19 scams at the Australian Government’s Stay Smart Online website.



Further information

We are committed to updating you as quickly as possible on all developments impacting our service and will do so on this page so please check back if required.

Visit the Australian Government Department of Health for official medical advice on how to protect yourself and your loved ones.



For other information that might be helpful, please visit the following websites:

Financial Hardship – Australian Government Services Support



Victorian State Government Support & Information



New South Wales State Government Support & Information



Queensland State Government Support & Information



South Australian State Government Support & Information

Western Australian State Government Support & Information



Stay safe. Simply Energy