Help & FAQs

Find a quick answer to your question

Moving in

I’ve just moved in. How do I connect?

Welcome to your new home! It’s time to get you all set up with your utilities, and I’m here to guide you through a super easy step to make that happen. First things first, you’ll need to connect your property by completing the simple process at:

Prefer to talk to someone? No problem! Our Australian-based support team is just a phone call away at 1300 001 255. They’re available from 8:30am to 6:00pm Monday to Friday AEST and would love to help you out.

We’ll then take care of connecting your services. And to make you feel officially part of the Energy Locals Urban community, you’ll receive a Welcome email from us.

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

A technician will swing by to connect your electricity. Most of the time, they’ll only need to access the meter room, so there’s no need for you to be home.

However, we do have a small favor to ask: please turn off your main electrical switch before you head out. This switch is usually found in a recessed box – you might know it as your ‘fuse’ or circuit breaker box. You’ll often find it tucked away behind or above the fridge, in a bedroom wardrobe, behind a bedroom door, or in the laundry area.

Turning off the main switch means your lights won’t work, which is a good check to ensure it’s actually off. But remember, with no lights, it’ll be dark, so do keep a torch or another light source handy to navigate safely. This simple step ensures a smooth setup for you and our technician.

Thanks for helping us help you, and welcome to the community!

How quickly can my electricity or gas be connected?

First, make sure you’ve signed up at

If possible, try to sign up at least one day before you move in. This little step can help you snag the lowest connection fee. We understand things can be a bit last-minute, though, so we’re also set to connect you on the same day you move in (as long as it’s Monday-Friday before 6pm). Just keep in mind, the fees might vary based on when you make the call.

If you sign up on a weekend or after 6pm on a Friday, we’ll do our best to have you connected by the next business day. We’re unable to schedule connections on weekends or public holidays.

While we aim to get you connected as swiftly as possible, the exact time can vary based on your location and our technicians’ schedule for the day.

How can I check if I’ve been connected?

Here’s a simple check you can do to test if you’re connected:

  1. Find Your Main Circuit Breaker Switch: This little guy is usually located above the fridge, behind the bedroom door, or tucked away in the wardrobe, sitting inside a recessed box.
  2. Switch it ‘On’: Make sure the switch is in the ‘up’ position. If you notice not all switches are up, turn off any unnecessary power sources, flip all the switches up, and then try turning on a light. Hopefully you’ll see some lightbulb light.
  3. No Power? No Problem: If it turns out you don’t have any electricity, it’s likely because you’re not yet connected or haven’t created an account with us:
    • You can easily sign up online by visiting
    • Or, if you prefer talking to a human, our friendly Customer Service team is here for you at 1300 001 255, available from 8:30am-6:00pm Monday to Friday AEST.

Understanding & paying your bill

How can I pay my bill?

You can pay your bill quickly and easily through My Account and our Payment Portal.

We recommend setting up Direct Debit through your online account. Your payments will take care of themselves, giving you one less thing to worry about.

Can you help me understand my bill?

First page

1. Your account details
This is where you’ll find your account number, National Meter Identifier (NMI), invoice number, and issue date. Mention these details if contact us with any queries about your bill.

2. Who to call for assistance
The best contact numbers for faults, emergencies, or queries for our Aussie-based team.

3. What to pay and when
This section tells you what you need to pay for the power you’ve used and by when. If you have Direct Debit, we’ll automatically deduct the amount on the due date.

If your balance is lucky enough to include “CR,” it means you’re in credit and don’t need to pay.

4. Could you save money on another plan?
We’ll regularly let you know if we have other plans available that you may be better off on based on your usage history.

If you’re already on the best plan for you we’ll also let you know.

Currently available in NSW, VIC, SA & QLD.

5. How you can pay
We offer several convenient ways to pay your bill. We recommend setting up Direct Debit through your online account so that you receive lower rates and avoid any late fees that may be applicable.

Second page

6. Summary of your plan
This is the plan you’re currently on.

7. Billing period
The period for which your usage is calculated.

8. How your usage has been calculated
Actual read means we have accurate usage data for the period.

An estimated read occurs when the metering company has had trouble getting actual reads from your meter, often because it was not able to be accessed. The estimated read will be based on previous usage data.

A Substitute read happens when there’s missing data, sometimes only a thirty-minute interval, that may be caused by a disruption to your meter communications.

9. Your charges and credits
Supply Charge: This is the daily charge that we collect for the network company as well as the cost of metering.

Usage Charges (e.g., anytime, peak, off-peak, demand): These charges are calculated based on the number of kilowatt hours you’ve used, multiplied by the applicable rate.

10. Compare your usage
See how your average energy usage changes and how it stacks up against other households.

11. Other available services
Here, you can find information about other services we offer, such as concession eligibility, moving to a different property, or support for payment difficulties.

12. Meter read information
This section provides information about the meter readings used to calculate your energy bill for the billing period.


Cover page

Previous balance
This is what you owed after your last bill.

Payments received
This shows the payments you’ve made from your last bill towards your previous balance.

Opening balance
The remaining amount from your last bill that still needs to be paid.

Total amount
The new charges for your energy usage during this billing period.

Total amount due
This is the grand total of what you need to pay – it’s the sum of what’s on this bill and what you still owe from before.

Why is my bill higher than usual this month?

Seeing your bill take an unexpected jump can raise an eyebrow or two, but there’s usually a pretty straightforward reason behind it. Things like the change in seasons can really influence how much energy we use—think cranking up the heat during those chilly winter months or keeping cool with the AC in summer.

If your home’s been a bit busier than usual, with extra guests or maybe you’ve been hanging out more at home, this can also bump up your energy use. And let’s not forget about that shiny new gadget or appliance you’ve just started using; those can sometimes be more power-hungry than you’d expect.

But no worries, we’ve got your back! You can keep a close eye on your energy use and even set up alerts through My Account, so you aren’t caught off guard. Plus we’ve included our top energy-saving tips lower on this page.

How often am I billed?
You’ll receive your bill from us monthly, covering your electricity, hot water, and gas – depending on services we supply your building.
We’ve found that monthly billing hits the sweet spot—it lets you stay on top of your energy usage without letting it become a big surprise. And when it comes to payment, you’ve got a neat 14-day window from the invoice date to settle up, either through hassle-free Direct Debit or whichever payment method you prefer
Where can I find my rates?

You can easily spot your embedded network tariffs in two places: on your bill and in the Welcome Letter we sent you when you first joined us.

My bill is estimated, can I submit a self-read?

Getting a bill based on an estimated reading is pretty common and nothing to stress about. It just means we’ve had to calculate your energy usage based on your past consumption. This usually happens when we can’t get an actual reading from your meter, maybe because it’s a basic meter that needs someone to check it manually, and we couldn’t get the data in time.

If your bill is estimated you don’t need to do anything. But if you’d rather have it reflect your actual usage, you’re more than welcome to send us a self-read. It’s a straightforward process:

Submit a self-meter read

1. Check if your estimate is accurate
To determine if you would like to submit a self-meter read for a revised invoice, how’s how you can safely read your meter and compare:

Dial Meter
Read each dial from left to right and record the numbers that are displaying If the pointer is between two numbers, record the lower number.


Clock Face meters
These have 4-5 clock face dials that record the customer’s consumption.

  1. Start by reading each dial from left to right.
  2. Record the number that the pointer is pointing to on each dial.
  3. If the pointer is between two numbers, note down the lower number.
  4. If the pointer is directly on a number, check the dial to the right.
  5. If the right-hand dial hasn’t reached 0 or 1, record the lower number.
  6. If the right-hand dial is at 0 or 1, simply record the number the pointer is on.

The reading on the example meter below is 18453.


Digital meters

Type 1 

The reading for this meter is 80842

  1. Start by pressing the ‘Display’ button to access the reading options on the screen. You might need to press it several times to find the right screen.
  2. If possible, consult the reference guide to figure out which screen to read.
  3. If you’re sending us a reading, remember to send photos of every screen, including the ones with all zeros before the numbers.

Type 2

Reading Your Energex Meter for solar power

The reading for this meter is 001164

  1. Press the display button to cycle through the reading options on the screen.
  2. If you’re sending a reading, be sure to send photos of every screen, including the ones with all zeros before the numbers.

Type 5

Reading your own meters

The meter reading for this meter is 004323

  1. This meter automatically cycles through each register.
  2. When sending a reading, send photos of every screen, including those with all zeros before the numbers.

Smart meter 

Model mk7a – One phase, two element

  • 01 – The current date and time
  • 03* – Energy used
  • 07* – Energy used for hot water
  • 13* – Energy sent to the grid
  • 43 – This register should show zero
  • 53 – Total energy used
  • 63 – Total energy sent to the grid

*note that some meters may not have all these registers

Model MK7C 

  • 01 – The current date and time
  • 03 – Energy that has been used
  • 13 – Energy sent to the grid

Model MK10D

  • 01 – The current date and time
  • 03 – Energy that has been used
  • 13 – Energy sent to the grid

2. Send us your self-read

Once you’ve read your meter and would like a revised invoice with accurate readings, please:

  1. Take a clear photo of your meter and send it to along with your name and account number in the subject line. In the email please mention that you would like your latest estimated bill to be revised.
  2. Shortly after you’ll get a confirmation email from our customer care team.
  3. Your bill will be updated, and a new one will be sent to you soon. You’ll have 14 more days to make the payment.
I’m experiencing financial uncertainty, is there help available?

We get that managing your finances during uncertain times can be challenging. That’s why we’re committed to working together with you to find a solution that fits your situation, including exploring ways to help reduce your future bills.

For detailed information and support, please read our Hardship Assistance policy. It’s designed to help when you need it most.

Call our Aussie-based team on 1300 001 255 between 8:30am-6:00pm Monday to Friday AEST. We’re here to listen and discuss the options available to you, so you don’t have to navigate this alone.

How do you charge for hot water?

For those buildings where we take care of the hot water supply, your charges are straightforward and fair – you only pay for the hot water you use. So, you can enjoy hot showers, knowing your bill reflects your own usage, and not a drop more.

How do you charge for gas?
For buildings where we provide gas the supply is unmetered, Meaning you’ll be charged a flat rate per day, ensuring that even on those days when you’re cooking up a storm or keeping extra cozy, your charges remain steady and predictable.
How can I claim a concession?

Depending on your specific situation, you might be in line for a rebate that could help lower your energy expenses.

To see if you’re eligible, just head over to our energy concessions page at There, you’ll find all the info you need to understand the types of rebates available and how to apply for them. It’s a simple step that could make a big difference in your energy bills.

Moving out

What do I need to do?

When it’s time to say goodbye to your current place, just let us know when you’re moving out. We’ll take care of scheduling your disconnection for the day after you leave.

If you’re moving into a residential property, we’ve got great news. Energy Locals can light up your new home too, allowing you to continue enjoying a fair energy deal and award-winning Aussie support. Schedule your connection in just a few minutes.

If you’re moving into another property also within a community energy network, we can only supply your energy if your new building is also supplied by Energy Locals Urban.

Outages & connection issues

Have you signed-up with us?

If you haven’t yet created an account with us you just need to visit or call our Aussie-based on 1300 001 255 8.30am to 6pm Monday to Friday.

If have joined us next step is to check your circuit breakers or if there is an outage.

Has your circuit tripped?

If you’re experiencing a power hiccup, checking your circuit breakers is a great first step. These breakers, once known as ‘fuses,’ are your home’s first line of defense against electrical overload. You can typically find them in a box or recessed box in a wall or cupboard. Look around in one of the bedrooms, perhaps behind a door or in a wardrobe, down the hall, or in older setups, above the fridge. This box might blend right in, painted the same color as the wall. For those in townhouses or similar buildings, it’s usually located in a utility room or garage.

All circuit breakers should be in the ‘up’ position for your power to flow correctly. If you spot any that have tripped to the ‘down’ position, it’s a sign that they’ve done their job in protecting your home from an electrical overload.

Here’s what to do next:

  • Reduce Power Load: Turn off high-demand electrical items like kettles, heaters, and dryers. These can often be the culprits for tripping your power.
  • Safety First: Please, don’t go fiddling with electricals or circuit breakers if you suspect any danger. Safety is paramount.
  • Reset the Breaker: If it’s safe to do so, flip the tripped breaker back up to the ‘up’ position to reset it.

If your circuit breaker keeps tripping and you can’t figure out why, it’s time to call in the experts. Reach out to your Building Manager or Strata agent for help. They’re there to assist you with these kinds of issues and ensure your home remains safe and powered up.

Is there an outage in your area?

If power is out across your building or neighbourhood, unfortunately, it’s out of our hands as they’re often caused by storms, maintenance, or wires failing. But don’t worry, we’ve got some information to help if your lights go out here:

Life support & emergencies

What should I do in a life or property threatening situation?

In any situation where you’re facing a threat to life or property, such as smoke or fire in your apartment building, it’s crucial to act immediately and call the emergency services on 000. They’re equipped and ready to handle these emergencies, ensuring your safety and that of others around you. Always prioritise calling for help in these critical moments.

What do I need to do if someone at my property requires life support equipment?

If you or someone living at your property relies on life support equipment, it’s important to let us know to ensure you receive the full protections offered under life support energy regulations. These protections are designed to provide an added layer of security and support for those who depend on life support devices.

For information on the types of life support equipment covered and more details on the protections, please visit

To be fully registered and enjoy all the protections, you’ll need to fill out the Medical Confirmation Form. Once filled, you can send it back to us via email or post.

If you haven’t already informed us, please call our Customer Service team on 1300 001 255 between 8:30am-6:00pm Monday to Friday AEST. We’ll register your account appropriately with both your Retailer and Distributor, ensuring you receive the necessary protections.

Energy & bill saving tips

How can I reduce my energy bill during summer?

Prepare to face the heat without breaking the bank. We’ve curated simple and practical tips to keep you cool and ensure your energy bill stays in check.

Harness the Power of Nature

Did you know that heating and cooling can account for a whopping 40% of your power bill? Instead of immediately resorting to the air-conditioner, embrace the natural cool breeze. Open windows and doors to invite refreshing air into your home. During the day, close blinds and curtains in unused rooms to block out the sun’s heat and maintain a comfortable indoor environment.

Master the Art of Air-Conditioning

Surviving without air-conditioning can be tough, but there’s no need to turn your home into an icebox. Set your air-conditioner to a moderate 25-26 degrees and use timers to run it only when necessary. Rather than leaving it on throughout the night, program it to turn off 15 minutes after your usual bedtime. Smart adjustments equal cool savings!

Fans: Your Energy-Efficient Allies

Upright or ceiling fans are budget-friendly alternatives, consuming less than 10% of the energy required for air-conditioning. Before reaching for the air-con remote, consider using a fan. For an extra cooling effect, create homemade ice packs or keep a spray bottle filled with cool water to mist yourself during the day.

Take the Culinary Adventure Outdoors

Why heat up your kitchen when you can enjoy the summer vibes outdoors? Utilise your barbecue to cook meals, avoiding the need for the oven or stove. This not only saves energy but also enhances the overall summer experience.

Summer Boredom Equals Summer Savings

Whether it’s school holidays or more time spent at home, make energy-saving a family affair. Encourage your kids to turn off lights, take shorter showers, and ensure the TV isn’t left on standby. Small, collective efforts can lead to significant savings.

Vacation Mode: Smart Energy Practices

Planning a vacation? Ensure you’re not wasting energy in your absence. Power down appliances before you leave. If you’re leaving lights on for security reasons, invest in a timer switch to illuminate your home only at specific times each day. This not only contributes to energy savings but also enhances the security of your home.

Stay cool, save big!

How can I reduce my energy bill during winter?

Put away that puffer jacket and beanie and join us as we delve into 6 practical ways to stay comfortable and energy-efficient this winter:

1. 18 to 20 degrees

We understand the temptation to crank up the heating on those frosty winter nights. But did you know heating and cooling make up around 40% of the average Aussie Household’s electricity bill each year? So here’s the golden rule to keep your house warm and your electricity bill cool. Set your heater between 18 to 20 degrees – for each degree higher than the recommended setting, you’ll increase your energy consumption by up to 10%

2. Switch off your appliances

A simple yet effective way to help reduce your energy consumption is by turning off appliances at the switch. It’s estimated that electronic devices and appliances left plugged in can use up to 10% of your household’s electricity. With just a flick of a switch, you can reduce your overall environmental impact and reap the benefits of those cost savings.

To gain a better understanding of your household’s small appliances energy consumption, and calculate their estimated annual running costs click here.

3. Seal up your insulation gaps

Don’t let those sneaky insulation gaps drain your wallet! Sadly, a large portion of the energy you lose can be attributed to improper insulation within your home that allow warm air to slip out while cold air sneaks in.

Perhaps it’s time to take care of those pesky gaps around your windows, doors, or other vulnerable areas. This winter, consider investing in a draught stopper or a caulking gun. And hey, if you want to maximise your savings in the long run, why not explore some permanent options?

4. Adjust your ceiling fan

Rather than letting your ceiling fan sit and collect dust this winter, let us tell you how you can use it to your advantage. Without getting too scientific, it’s a fact that hot air rises, and as a result, it can get trapped under your ceiling. By simply switching your fan’s rotation to a clockwise rotation, you can harness its power to push the warm air downward. The result is improved heat distribution within the room. It’s a clever little trick that makes a big difference. Why don’t you give it a try?

5. LED it up!

Another helpful tip for keeping your electricity bills lower this season is to upgrade your lighting. With shorter days throughout the winter, making savvy lighting choices can have positive financial and environmental benefits.  If you’re looking to upgrade your household lighting, LED lights are a great option. LED lights provide brighter illumination, use 75% less energy and last 5 to 10 times longer than traditional lightbulbs.

6. Track your usage

You can access usage insights and unlock new ways to save in your online account.

With these strategies, you can not only reduce your energy bills this winter, but you can ultimately help to contribute to a more sustainable future.

Can’t find what your looking for?
Contact our Aussie-based team

1300 001 255 – 8:30am-6:00pm AET Monday to Friday