Help and support

If you forgot your password:

1. Go to My Account
2. Select Forgotten password
3. Enter your email address used to log in and we’ll send you an email with a link to reset your password. The link will only be valid for 24 hours for your security  
4. After you create your new password you can log in to My Account

If you enter the wrong username and password more than five times, your account will get locked for one hour. You will be able to log in again after this time.

If you forgot your username, it can be found in the email address you used when you first registered for My Account. 

If you’re still unable to log in, contact us.

It doesn’t matter if you’re an existing customer or new customer, simply visit our moving home section, follow the prompts, and book your move in under 5 minutes.

However, you’ll need to call us on 133 466 if:

• Anyone at the property is on life support, or
• The property has solar panels

We recommend that you contact us at least two business days before your move. However, we can usually organise a next business day move if you contact us on 133 466  before 1 pm.

You will also need to contact your current energy provider to let them know you are moving out.

Your distributor (the company that owns the poles and wires in your area) may charge a reconnection fee when moving into your property and connecting electricity (or reading your meter where applicable).

To find your reconnection fee:

1. Look up who your distributor is
2. Refer to our other fees and charges page

From 1 July 2019, an electricity reference price has been introduced to help customers compare electricity rates. 

Energy companies are required to make a Default Market Offer (or DMO) available to residential and small business customers in New South Wales, South Australia and south east Queensland and a Victorian Default Offer (or VDO) in Victoria.

• DMO

The Default Market Offer is the annual maximum total bill amount energy companies can charge for the ‘standing offer’ electricity prices based on a set average usage amount. This is called a “reference price” and is designed to make it easier for customers to compare energy plans across different providers.

To learn more, see our New South Wales changes

• VDO

The Victorian Default Offer is a regulated price for electricity that will replace standing offer tariffs advertised by energy companies in Victoria. The Victorian Default Offer price is set annually for each electricity distribution zone based on an average customer. 

It will also serve as a comparison for discounted electricity offers. For example, if an energy company is offers a plan with a 10% discount, that must be compared to the Victorian Default Offer. To learn more, see our Victorian changes.

If you’re already an EnergyAustralia Victorian customer, your bill will tell you if you could pay less on another EnergyAustralia plan.

If you haven’t reviewed your energy plan for a while, you may not be taking advantage of our latest offers. Take a look at our best energy plans.

We offer Regular Pay, a flexible payment plan to residential customers. We estimate your annual usage and ensure that estimated payment installments will cover your energy usage.

You can login to My Account to set up Regular Pay or view our Terms and Conditions page for more information. 

Please note that this payment option cannot be set up if: 

• Account is flagged as EnergyAssist
• Account has 2 or more broken Regular Payment Options (RPO) for the account in the past 12 months
• Outstanding account balance for the account is $1500 or more
• Account is overdue by 90 days or more
• Account has an existing active RPO
• Customer has cancelled/changed 2 or more RPO plans for the account in the past 12 months via Self-Serve 
• Account number invalid (This is classified as a Technical Failure and is covered in the Digital and CCaas Technical Specifications)
• Account has an active Payment Extension
• Account is pending disconnection for non-payment
• Account is not active status
• Small business customer 

In just a few minutes you can register for My Account to manage all your account details in one secure place. All you need is your account number which you can find on your Welcome Pack or your latest bill to register. 

With My Account, you can do the following:

• Update your contact and bank details
• Set up direct debit or a regular payment plan
• Pay your bills 
• Tell us if anyone at your premise requires life support equipment
• Disconnect your old home and get your new home connected when you move in 
• Add a concession to your account
• Add an additional account holder
• View your energy usage data

Once registered, you have access to our Mobile App.

You can pay your bill quickly and securely with your credit card. We accept MasterCard^®, Visa and American Express^® credit cards and debit cards.

Pay your bill now using our secure payment page, My Account or our Mobile App.

Note that a credit card merchant service fee may apply:

• 0.36% for paying bills by Visa or Mastercard^®
• 1.5% for paying bills by American Express^®

The best way to avoid these fees is to set up direct debit via My Account.

You can set up direct debit payments from your MasterCard, Visa and American Express credit cards by logging in to My Account or the Mobile App and setting up a direct debit for each account. 

There are no merchant service fees when you set up direct debit payments from your MasterCard, Visa or American Express credit card.

Direct debit is the easy way to avoid credit card fees and late payment fees. It also ensures your bills are paid on time and guarantees your pay on time discounts if applicable. You'll still receive your bill to review before the payment is automatically deducted.
Set up your direct debit by using one of the following options:

• My Account; or
• our Mobile App

If you have an account with EnergyAustralia, you can add a concession by logging in to MyAccount.

• SA Residents:

If you’re eligible for a South Australian energy concession, you’ll need to register via the Department of Human Services. View more information on our SA concessions page.

Choose your state for details on concessions that may be available to you:

• Victoria
• New South Wales
• Australian Capital Territory
• South Australia
• Queensland

For any other questions, please refer to our concessions FAQ page.

You can pay your bill via:

• My Account 
• Our Mobile App
• Direct debit and/or regular payment plan
• Credit card 
• BPAY
• In person at Australia Post 
• Mail 

For information about these options, see our Payment options page.

We’re committed to helping our customers reduce their environmental impact as well as supporting the transition to cleaner sources of power.

Through our Go Neutral program, residential customers can elect to offset the carbon emissions from their electricity use at no additional cost to them. On behalf of customers participating in the program we invest in a range of Australian and international projects accredited under the National Carbon Offset Standard. Find out more information about Go Neutral. 

The energy we supply to customers comes from a range of sources. We operate our own portfolio of power stations in accordance with strict environmental conditions.  We are however one of the country’s biggest generators of power from fossil fuels. Each year we produce around 22 million tonnes of greenhouse gases, mostly carbon dioxide, from burning coal and gas to supply electricity. That gives us a significant responsibility when it comes to reducing carbon emissions.

One way we have reduced emissions is by investing in our existing generation to improve efficiency. In 2015, for example, we completed a major maintenance program at the Yallourn power station in Victoria which has allowed the plant to produce power for another 100,000 homes without having to burn extra coal.

But improving our existing generation is not enough. We are also supporting a transition to cleaner sources of power.

To date we’ve invested more than $3 billion in over 1000MW of renewable generation. This investment is in the form of long-term agreements to purchase power from new wind and solar projects, giving these projects the financial security they need to get off the ground.

We also invest in projects to make better use of renewable energy. Traditionally, wind and solar energy has had to be used as it is produced and hasn’t been there when the sun isn’t shining or the wind isn’t blowing.  

As the operator of major battery facilities at Gannawarra and Ballarat in Victoria, we are opening up new opportunities to capture and store renewable energy for later use.  To expand the role we are playing in energy storage, we are now investigating pumped hydro projects that would effectively operate as batteries, pumping water uphill when demand for energy is low and releasing it to drive a turbine and produce electricity when it is needed.