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Need help?

Our FAQs may have the answer you’re looking for 👇

Connecting

I just moved in, how do I sign up?

Now that you have, or are about to move into your apartment, you’ll need to complete your details at https://account.energylocals.com.au/movein.

You can also call our friendly Customer Service team on 1300 501 815 between 9:00am-6:00pm Monday to Friday AEST.

Once we have received your completed application, we’ll connect you to all the utilities we provide to your community. Once we’ve received and processed your application, we’ll send you a welcome letter that outlines the services we provide and the rates you will be charged for your usage.

Do I need to be home for my apartment to be connected?

In most cases you don’t need to be home.

A technician will attend your site to connect your electricity. Typically, they will only need access to the meter room not your apartment.

However, please do ensure your main electrical switch in your home is switched “off” if you won’t be home. Your main switch can typically be found in a recessed box (what you might call your ‘fuse’ or circuit breaker box) behind/above the fridge, in a bedroom wardrobe, behind a bedroom door or in the laundry.

Remember once you have turned the main electrical switch off, your lights won’t work. This is a good way to check that you have turned it off, but also do ensure you have a torch or source of light if needed to safely leave your home.

How quickly can I get connected?

First, make sure you’ve signed up.

Please sign up at least the day before you move in, to ensure you are paying the lowest connection fee. We can get you connected the same day you move (Monday-Friday between 8:30am-6pm) but fees will vary depending on the time of day.

If you sign up on a weekend or after 6pm on a Friday, we will endeavour to have you connected the next business day.

It is our main aim to get you connected as soon as we can. Unfortunately, we can’t give you a specific time as it depends on where you are and where technicians are located for the day.

How can I check if I’ve been connected?

To check if your electricity and services are connected, ensure the main circuit breaker switch in your fuse box is switched “on” (in the ‘up’ position). If they are not all up, turn off excess power sources, flip all the switches up and test if it works, by turning a light on.

If you don’t have any electricity, you likely aren’t yet connected. To connect online visit https://account.energylocals.com.au/movein or call us on 1300 501 815 between 8:30am-6:00pm Monday to Friday AEST.

My power is out

How can I check if my circuit has tripped?

Typically, in your apartment, your circuit breakers (what used to be called a ‘fuse’) are located in a box or recessed box in a wall or cupboard. This box is usually in one of the bedrooms behind a door, in a wardrobe, in the hall or (until recently) above the fridge. It may be painted the same colour as the wall.

All circuit breakers should be in the ‘up’ position. If not, then one or more has ‘tripped’.

First, we recommend you turn off excess power usage (in particular things like kettles, heaters, dryers) that could be causing the power to trip. Please do not touch any electricals or circuit breakers in your home without assessing first if there is any danger.

Then, manually reset your circuit breaker by flicking it up to the normal ‘up’ position.

If the circuit breaker continues to trip, and you can’t isolate an appliance that is causing it to happen, we suggest that you call your Building Manager.

How can I check if I’ve joined Energy Locals?

If you have not signed up with us then we may not be able to supply you. Please check your emails for a welcome letter from  us.

If you cannot find one you may not havce joined us. You can get connected quickly online at https://account.energylocals.com.au/movein or call us on 1300 501 815 9am to 6pm Monday to Friday.

If you are connected, then you should check your circuit breakers or if there is an outage in your area.

How can I check if there’s an outage in my area?

We unfortunately don’t control power outages in your area (for example, this might be caused by wires damaged by extreme weather, or even scheduled maintenance etc).

The best source of information about outages is through the energy distributor for your area. To find out who your distributor is, try entering your postcode into distributors in your state below to see who you are with.

Check Online Call
Victoria
Powercore / Citipower Click here 132 412
Austnet Services Click here 131 799
Jemena Click here 131 909
United Energy Click here 132 099

Emergency & life support

In a life-threatening emergency, please always call 000 first. For other emergencies, troubleshoot here.

How do I register someone in my home for life support?

If someone in your home uses an approved life support machine, you will register by completing a medical confirmation form. We’ll tell your energy distributor so they can keep you informed of any planned power outages.

If you haven’t already informed us, please call our Customer Service team on 1300 501 815 between 9:00am-6:00pm Monday to Friday AEST and we’ll make sure your account is registered with your Retailer and Distributor.

What should I do if power goes out and my property has life support

If you believe it is life threatening or an urgent health issue, please call 000 for an ambulance or go to your nearest hospital immediately.

Otherwise, here are some tips that may help.

Check local outages: Occasionally, your power may go out due to a planned or unplanned network outage. This may be due to extreme weather event like bushfires, storms or flooding. Energy Trade doesn’t control the poles and wires, but we are here to help and will seek to notify you as soon as we become aware of a situation. You can also check local power outages on your local distributors website (e.g. Ausgrid, Endeavour Energy. For a full list, see our outage checklist here

Check your circuit breakers or “fuses”: Typically, in your apartment, your circuit breakers (what used to be called a ‘fuse’) are located in a box or recessed box in a wall or cupboard. This box is usually in one of the bedrooms behind a door, in a wardrobe, in the hall or (until recently) above the fridge. It may be painted the same colour as the wall. If you are in a townhouse or other building, it is typically in a utility room or your garage.

All circuit breakers should be in the ‘up’ position. If not, then one or more has ‘tripped’.

You can manually reset your circuit breaker by flicking it up to the normal ‘up’ position.

If the circuit breaker continues to trip, it is a sign that there is an electrical problem or an appliance that is causing it to trip. You may find it often happens when one particular appliance is turned on. If you can’t find the solution we suggest that you call your Building manager. If you are renting a property, you might call your landlord or agent.

If the medical equipment is needed urgently, and you can’t find a solution by troubleshooting with the above, please call Energy Trade immediately on 1300 501 815 and we can check outages in your area or, if it is an issue on site, send a technician if required.

Moving out

How do I disconnect?

Book a moveout in minutes through your online account or our moveout page.

Please remember to close your account as soon possible, we don’t want you to pay for usage that isn’t yours.

You will be disconnected from the day after you advise us to close your account. If you haven’t told us you’re moving out, your account will remain open and fees and charges may apply.

Can Energy Locals move with me?

We’d love to keep supplying you with fair energy. You can check prices for your new address here and book a move in minutes – https://energylocals.com.au/residential/

Paying and understanding your bill

How do I pay my bill and what are my payment options?

You can pay your bill quickly and easily online through your online account 

Here, you can choose to pay by credit card, Bpay, cheque or by Direct Debit. We recommend Direct Debt as it will automatically pay your bill on the due date so you don’t need to worry about missing a payment.

You can also pay by card through our payment page.

How often do I receive my bill?

You will receive your bills monthly.

Your payment is direct debited or due for payment 14 days after your invoice date.

Having trouble paying your bill on time?

We understand that sometimes, balancing everything can get a bit tough. We will work with you to find a suitable solution and see if there is any way we can help you reduce your future bills.

View our  Hardship Assistance for information on how we can help you.

You can also call our friendly Customer Service team on 1300 501 815 between 9:00am-6:00pm Monday to Friday AEST to discuss the options that may be available to you.

Why is my bill higher than usual this month?

If you notice a significant change in your bill month to month, check out our trouble shooting and energy saving tips page for some ideas.

Most often, it is due to seasonal events, like using a new, less energy efficient heater in winter; using more heating or air-conditioning in summer; or even if you have extra people staying or are spending more time at home.

Why do you recommend setting up Direct Debit?

Direct Debit automatically pays what’s owed on the due date making it the easiest way to pay your bill.

You can set Direct Debit up in minutes through your online account.

Why do I see Ezi Energy Trade in my bank statements?

Ezi Energy Trade will show as the merchant in your bank statements if you have made a payment with us for your energy.

Energy Trade is a subsidiary company of Energy Locals.

Community Embedded Networks

What is a Community Embedded Network and its benefits?

Community Embedded Networks (CEN’s) utilise traditional building infrastructure to deliver energy services, whilst creating ongoing value that benefits residents and tenants. They are privately owned and operated metering networks that allow high-rise residential buildings, community precincts, shopping centres or retirement villages to pool their energy purchasing power to achieve discounted pricing. This means you’ll benefit from low electricity rates, big savings and amazing customer service by taking back control of your energy needs and saving together as a community.

Need to contact our Aussie-based team?

livmunro@energylocals.com.au

1300 501 815