Damon Mcknight
EnergyAustralia provides electricity and gas concessions on behalf of state and federal governments. The company offers various online services to its customers, such as the ability to monitor electricity usage, view historical meter data, and manage account details. Customers can also set up payment plans and direct debits through their online accounts. Security features such as multi-factor authentication and password protection are in place to safeguard customer accounts. EnergyAustralia prioritises fair access to its services and offers concessions and rebates to eligible customers.
| Characteristics | Values |
|---|---|
| Purpose | Uniquely identify each gas and electricity account |
| Access | Limited to the main account holder only |
| Username | The email address used when registering |
| Password | Minimum of 12 characters long |
| Account Details | Only shared with the bank to initiate withdrawals |
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Logging into your account
Logging into your Energy Australia account is a straightforward process. Here is a step-by-step guide to help you access your account:
Step 1: Visit the Energy Australia Website or Open the Mobile App
Begin by either visiting the official Energy Australia website on your web browser or opening the Energy Australia mobile app on your device.
Step 2: Navigate to the Login Page
Once you are on the Energy Australia website or app, look for the option to log in or access your account. This is typically located in a prominent position on the homepage or within a dedicated account section.
Step 3: Enter Your Login Credentials
On the login page, you will need to provide your username and password. Your username is the email address you used when you first registered with My Account. If you have forgotten your username or password, there is an option to reset it. Click on the appropriate link, such as "Forgot Username" or "Forgot Password," and follow the instructions to retrieve or reset your login credentials.
Step 4: Two-Factor Authentication
After entering your username and password, you may be prompted to enter a verification code sent to your email address. Check your email, including your Junk/Spam folders, for the code, which is typically valid for five minutes. Enter this code on the login page when prompted.
Step 5: Complete Login and Access Your Account
Once you have successfully entered your login credentials and completed any necessary verification steps, you should be able to log in to your Energy Australia account. From here, you can manage various aspects of your account, such as viewing your electricity and gas usage, updating your contact details, and managing your billing preferences.
Remember that account access in My Account and the Energy Australia app is limited to the main account holder only. If you are linked to multiple accounts and are not the main account holder, you may have restricted access to certain account information.
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Changing contact details
EnergyAustralia provides electricity and gas concessions on behalf of State and Federal Governments. If you are an existing customer, you can change your contact details by following these steps:
First, log in to your My Account. If you have forgotten your password, click on "Send code to my email". Check your email, including your Junk/Spam folders, for the code, which is valid for five minutes. Enter the code on the screen and select "Verify". You will then be able to reset your password and log in to your My Account.
Once you are logged in, go to the "Profile" section and select "Contact Details". Update your details and select "Save Changes". Your changes will be updated immediately.
If you have changed your mailing address or other contact details, it is important to notify EnergyAustralia. Only the registered account holder can make these changes.
Please note that if you are linked to multiple accounts within your My Account or the app and you are not the main account holder, you will no longer be able to see these accounts if they are not listed in your name.
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Payment plans
EnergyAustralia offers various payment plans to cater to different customer needs.
Regular Pay
Regular Pay is a flexible payment plan available to residential customers who have been with EnergyAustralia for at least six months. This allows the company to estimate your annual usage and set up estimated payment instalments to cover your energy usage. You can set up Regular Pay by logging into your MyAccount or by clicking here for more information.
Payment Difficulty Framework (PDF)
Victorian customers can access additional assistance under the Payment Difficulty Framework (PDF). This framework includes rules to assist customers in repaying their outstanding debt and ongoing energy costs. Options include setting up a tailored payment plan based on energy usage, providing information on applicable concessions, and advising on energy efficiency to reduce energy bills.
Payment Extensions
If you are unable to pay your bill on time, you can request a payment extension by contacting EnergyAustralia as soon as possible.
Financial Hardship
EnergyAustralia offers payment arrangements for customers facing long-term financial hardship. They can assist in removing accounts from standard credit and collection activities, helping to apply for government grants or assistance schemes, and providing energy-saving tips to reduce energy bills.
Payment Options
EnergyAustralia offers multiple payment options for electricity and gas bills, including BPAY, Credit Card, Direct Debit, Mail, Australia Post, and more. Direct debit is a convenient way to ensure your bills are paid on time, and you can set it up through your bank, building society, or credit union using the biller code found on your latest bill.
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Scams
Scammers are becoming increasingly sophisticated and cyber-attacks more regular, so it's important to be vigilant and aware of potential scams. EnergyAustralia has outlined some ways in which you can protect your information and privacy.
Firstly, be aware that EnergyAustralia will never 'cold-call' you asking for your personal details in exchange for tempting discounts, or threaten you with disconnection if you don't give your credit card number. If you are being offered a large discount on your bill in exchange for your credit card information, this is likely a scam. Similarly, EnergyAustralia will never email you asking for personal or credit card information, especially via a website link.
You should also be cautious of any unexpected requests to provide, update, validate or confirm your personal or account information, even if it appears to be from an organisation you know and trust. If in doubt, contact the organisation directly. It's recommended that you don't use public computers or Wi-Fi hotspots to access or provide personal information.
In addition, be wary of any emails, SMS, or phone calls that seem suspicious. For example, if you receive a call from someone claiming to be from EnergyAustralia who has a foreign number, this could be a scam. Scammers can 'spoof' a phone number for short periods, so don't rely on the number calling you. If you think you may have received a scam call, ask them what EnergyAustralia's phone number is and they will likely hang up.
If you think you have received a scam email, SMS, or phone call, you can report it to [email protected]. It's important to report scams as soon as possible to prevent others from being affected. You can also report scams to the Australian Competition and Consumer Commission's (ACCC) Scamwatch website.
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Concessions
EnergyAustralia offers electricity and gas concessions on behalf of State and Federal Governments. Concessions are available to eligible customers at their primary residence, and rebates are offered to those in specific circumstances in some states.
To apply for a concession, you can register your concession details through MyAccount. You can also select the Concession Cards option on the main page and add your concession details.
If you are a resident of South Australia, you can apply for an energy bill concession if you are on a low or fixed income. You can use the online household concessions form or phone 1800 307 758 to update your details with ConcessionsSA.
EnergyAustralia also provides emergency electricity payments if you have an electricity debt and are at risk of disconnection. People living in a residential park can apply for a combined concession for energy, water, and sewerage.
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Frequently asked questions
Your username is the email address you used when you first registered with My Account. If your username doesn’t work, check the spelling and try again. If you forgot your password, click "Send code to my email", check your email (including your Junk/Spam folders) for the code, enter the code on the provided screen, and select "Verify". You'll then be able to reset your password and log in.
Your account number is the number used to uniquely identify each gas and electricity account.
Yes, you can use your My Account or the EnergyAustralia app to monitor your electricity usage.
Energy Australia will never "cold-call" you asking for your personal details in exchange for discounts, or threaten you with disconnection if you don't give your credit card number. They will also never email you asking for personal or credit card information.
