What can we help you with?

How to register for self serve

1. Go to our self serve portal
2. Click sign up
3. Enter your details like the example in the screenshot below
4. You'll receive an email with your Client ID. This is used to log into the portal on future visits

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How to login to self serve

1. Go to our self serve portal
2. Click sign in
3. Enter your Client ID and temporary password that you should have received by email when you registered
   Handy tip! Your Client ID is a 7 digit number that starts with 00. It's different to your customer number, which starts with a 9. 

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How to reset your password

1. Go to the login page and click Forgot your password? Enter the Client ID you were emailed. This will be a 7 digit number that starts with 00. It's different to your customer number, which starts with a 9.
2. Forgotten your Client ID? We understand - we forget our logins for dull things like energy all the time. Just drop us an email or via the chat thingy at the bottom right of the screen and we'll get it for you. 

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How to use self serve

Dashboard 

Each time you login you'll arrive at your personal dashboard. Use the special self serve menu to navigate the portal (highlighted below).

View your bills

From the My Bill option in the main menu, you can view the recent transactions on your account and see bills that have been issued. To download one just click the icon on the right side of an invoice row. 

Make a payment

• Card payments - 1% fee. There's a link to our secure card payment page within our self serve portal and you can also reach it from here. 

• Direct Debit - fee-free! Set up a DD here
• Bpay - fee-free
  Enter our biller code 260364 in your online bank.
  Your Bpay reference is on the bottom of your bill. It's your customer number plus one further digit on the end.
  If your Bpay reference includes three zeros at the start of the number, please ignore these. 

View your usage

The level of usage detail you'll be able to see depends on the type of meter you have. There are three main types in operation in the Australian energy market:

1. Old-style manually-read meters. These meters are read every three months, so your usage data will be updated only when we receive one of these quarterly reads.
2. Interval meter - manually-read. These puppies measure data each half hour but they keep hold of it until someone comes and downloads the information each quarter. In self serve, you'll see granular data for the previous three months when we get the quarterly data download.
3. Digital meters - remotely-read. These are like interval meters in that they measure data every half hour. They also contain a SIM card to enable them to export the data every day. This means you'll be able to see your daily usage, 24 hours delayed. Please note there are sometimes delays in us receiving data from the market which can push the delay to 2-3 days on occasion.  

There are different views of usage. You can navigate these from the 'Usage' title in the menu. 

Example: usage by month - 'anytime' rate

Example: usage by day - 'time of use' rate

Example: usage by month - 'time of use' rate

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Known issues

Our self serve platform is new and it's an out-of-the-box addition to our billing system. We won't waste our customers' money on upgrades until they can be justified. We're looking at a number of improvements to the current platform in the meantime.

Here are the issues we know about:

• Solar export data not being shown on public holidays - fixed! 
• Solar export data is labelled as 'solar usage' in the portal
• Solar export data missing for certain days for a brief period of time
• Current cost and projected cost show 0.00. This mainly affects customers with old-style manually-read meters (the portal was built with smart meters in mind) and when the system has insufficient historical data to work from. 

Feedback

Spotted a bug or want to suggest an improvement? Please drop us an email and we'll add it to our board!

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