We also encourage you to look deeper into offers that may leave you worse off in the long run.<\/p>
Remember: Ergon Energy Retail charges no establishment fees, no late payment fees, no credit card fees and all of our customers are charged the same rate for their chosen tariff. We’re 100% transparent and we’re here for the long haul!<\/p>", "content_strip_html": "If you’re curious and would like to weigh up which retailers are available in your area and the potential rates, check out energymadeeasy.gov.au.We also encourage you to look deeper into offers that may leave you worse off in the long run.Remember: Ergon Energy Retail charges no establishment fees, no late payment fees, no credit card fees and all of our customers are charged the same rate for their chosen tariff. We’re 100% transparent and we’re here for the long haul!" },{ "title": "Why is my solar feed-in tariff rate less than what you charge me for power?", "category": "Tariffs, prices and charges", "content_html": "
The feed-in rate is less than the primary retail tariff. This is because energy retailers (including us) need to cover costs involved in providing electricity to customers.<\/p>
It doesn’t mean customers with solar won’t save money. It simply means you’re usually better off using the solar energy your panels are generating instead of using energy from the grid. And if you still have leftover energy you can send back to the electricity grid, the feed-in-tariff you’ll receive is a bonus!<\/p>", "content_strip_html": "The feed-in rate is less than the primary retail tariff. This is because energy retailers (including us) need to cover costs involved in providing electricity to customers.It doesn’t mean customers with solar won’t save money. It simply means you’re usually better off using the solar energy your panels are generating instead of using energy from the grid. And if you still have leftover energy you can send back to the electricity grid, the feed-in-tariff you’ll receive is a bonus!" },{ "title": "How do I request a refund if my account is in credit?", "category": "Billing & payments", "content_html": "
You can request a refund if your account is in credit. To find out more, see our request a refund<\/a> web page.<\/p>",
"content_strip_html": "You can request a refund if your account is in credit. To find out more, see our request a refund web page."
},{
"title": "I've lost power. How do I find out what's going on?",
"category": "Power outages",
"content_html": " For any questions about power supply, power outages or faults, please visit the Ergon Energy Network website<\/a> or contact them on:<\/p><\/div> Yes! You can request a payment plan for your current bill quickly and instantly via My Account. Learn more on our payment plan page<\/a>, including when we'll need to speak with you on the phone.<\/p>",
"content_strip_html": "Yes! You can request a payment plan for your current bill quickly and instantly via My Account. Learn more on our payment plan page, including when we'll need to speak with you on the phone."
},{
"title": "I’m trying to log into My Account and it can’t find my account. What should I do?",
"category": "Manage my account",
"content_html": " Are you seeing an error message saying ‘We can’t seem to find your account. Register instead?' This means you’ve entered your email address incorrectly or you’re not registered for My Account. Here’s some things to try:<\/p><\/div> Still can’t log in? We’re here to help on 13 10 46<\/a>.<\/p><\/div>",
"content_strip_html": "Are you seeing an error message saying ‘We can’t seem to find your account. Register instead?' This means you’ve entered your email address incorrectly or you’re not registered for My Account. Here’s some things to try:Make sure you manually enter your email address in full e.g. example@live.com.au, not e******@live.com.au (the email address mustn’t be masked)Check your email address doesn't have any typosRegister for My Account by clicking on the 'Register here' link located under the Login button.Still can’t log in? We’re here to help on 13 10 46."
},{
"title": "I’m having trouble registering for My Account. What should I do?",
"category": "Manage my account",
"content_html": " If you’re having trouble registering for My Account, make sure you enter your account number exactly as it appears on the front of your bill (you'll find your account number in the Account Details section of your bill). The account number will start with an A- and then have a mixture of uppercase letters and numbers e.g. A-123A1234. Ensure you have no spaces before, within or after the account number.<\/p> Still can’t register? We’re here to help on 13 10 46<\/a>.<\/p><\/div>",
"content_strip_html": "If you’re having trouble registering for My Account, make sure you enter your account number exactly as it appears on the front of your bill (you'll find your account number in the Account Details section of your bill). The account number will start with an A- and then have a mixture of uppercase letters and numbers e.g. A-123A1234. Ensure you have no spaces before, within or after the account number.Still can’t register? We’re here to help on 13 10 46."
},{
"title": "I’m trying to register for My Account and didn’t receive the confirmation email. What should I do?",
"category": "Manage my account",
"content_html": " If you didn’t receive the My Account confirmation email, here’s some things to try:<\/p><\/div> If you see a message saying the account details don’t match, make sure you enter your account number exactly as it appears on the front of your bill (you'll find your account number in the Account Details section of your bill). The account number will start with an A- and then have a mixture of uppercase letters and numbers e.g. A-123A1234. Ensure you have no spaces before, within or after the account number.<\/p> Still can’t register? We’re here to help on 13 10 46<\/a>.<\/p><\/div>",
"content_strip_html": "If you see a message saying the account details don’t match, make sure you enter your account number exactly as it appears on the front of your bill (you'll find your account number in the Account Details section of your bill). The account number will start with an A- and then have a mixture of uppercase letters and numbers e.g. A-123A1234. Ensure you have no spaces before, within or after the account number.Still can’t register? We’re here to help on 13 10 46."
},{
"title": "How do I request a smart meter?",
"category": "Meters",
"content_html": " You can request a smart meter quickly and easily via our online form<\/a>. Learn more about the benefits of smart meters<\/a> for homes and businesses.<\/p>",
"content_strip_html": "You can request a smart meter quickly and easily via our online form. Learn more about the benefits of smart meters for homes and businesses."
},{
"title": "How do I change my residential tariff?",
"category": "Tariffs, prices and charges",
"content_html": " There's no cost to change your primary tariff. If you have a basic meter, the only primary tariff available is Tariff 11. If you have a smart meter, there are other tariff options available. We'll never change your tariff unless you explicitly consent:<\/p> If you’d like to add or remove a secondary tariff (economy tariff), you’ll need to engage a licensed electrician to complete work first. Once they’ve completed the job and submitted the paperwork, we’ll organise for a crew to attend the property to add or remove the secondary tariff. There's a one-off cost of $208.71 inc. GST for standard residential properties, which will be charged via your electricity bill. To change your secondary tariff or find out more, please call our local team on 13 10 46<\/a>.<\/p>",
"content_strip_html": "Changing your primary tariffThere's no cost to change your primary tariff. If you have a basic meter, the only primary tariff available is Tariff 11. If you have a smart meter, there are other tariff options available. We'll never change your tariff unless you explicitly consent:If you’ve had a smart meter for at least 12 months: You can compare tariffs and request a tariff change in My Account. Simply select 'Usage & metering’ from the menu, then click the 'Compare tariffs' button.If you’ve had a smart meter less than 12 months: Please call our friendly local team on 13 10 46 to request a tariff change.If you have a basic meter: You’ll first need to upgrade to a smart meter. You can request a smart meter using our easy online form. While there’s no additional charge for a smart meter, your switchboard needs to be compliant for the meter change to take place. Your electrical contractor can assist you in assessing your switchboard.Changing your secondary tariffIf you’d like to add or remove a secondary tariff (economy tariff), you’ll need to engage a licensed electrician to complete work first. Once they’ve completed the job and submitted the paperwork, we’ll organise for a crew to attend the property to add or remove the secondary tariff. There's a one-off cost of $208.71 inc. GST for standard residential properties, which will be charged via your electricity bill. To change your secondary tariff or find out more, please call our local team on 13 10 46."
},{
"title": "When will my new smart meter show up in My Account?",
"category": "Meters",
"content_html": " Your shiny new smart meter will pop up in My Account in about 10 business days<\/strong> after the swap.<\/p> While you wait, why not check out ergon.com.au\/smartmeters to learn all the clever things it can do?<\/p> And if you haven’t already, log in or register for My Account at ergon.com.au\/myaccount, you’ll be able to: It’s all about making life easier for you!<\/p>",
"content_strip_html": "Your shiny new smart meter will pop up in My Account in about 10 business days after the swap.While you wait, why not check out ergon.com.au\/smartmeters to learn all the clever things it can do?And if you haven’t already, log in or register for My Account at ergon.com.au\/myaccount, you’ll be able to: \u2705 Set up budget and usage alerts \u2705 Track your energy habits daily \u2705 Get handy tips to stay in controlIt’s all about making life easier for you!"
},{
"title": "How do I remove someone from my joint account?",
"category": "Manage my account",
"content_html": " To remove someone, you’ll need to close the joint account and open a new account in your name only.<\/p> You can do both quickly using our online form<\/a>.<\/p>",
"content_strip_html": "To remove someone, you’ll need to close the joint account and open a new account in your name only.You can do both quickly using our online form."
},{
"title": "Why has the solar feed-in tariff reduced?",
"category": "Tariffs, prices and charges",
"content_html": " Short answer: <\/strong>The value of daytime electricity has decreased.<\/p> Full answer: <\/strong>You’ll see a slightly lower solar feed\u2011in tariff this year because the value of daytime electricity has decreased.<\/p> The Queensland Competition Authority (QCA) sets the solar feed-in tariff each year based on what that electricity is worth in the market.<\/p> Right now, there’s a lot more solar energy being generated during the day across the grid. That means:<\/p> \ud83d\udc49 The good news: You still get the most value from using your solar at home, because you’re avoiding buying electricity from the grid at higher prices.<\/p> If you’re a solar customer who currently receives the 44c Solar Bonus Scheme, this will continue.<\/p> Learn more about price changes<\/a>.<\/p>",
"content_strip_html": "Short answer: The value of daytime electricity has decreased.Full answer: You’ll see a slightly lower solar feed\u2011in tariff this year because the value of daytime electricity has decreased.The Queensland Competition Authority (QCA) sets the solar feed-in tariff each year based on what that electricity is worth in the market.Right now, there’s a lot more solar energy being generated during the day across the grid. That means:There’s more supply of electricity during daylight hoursWholesale prices during the day are lowerAnd the value of exported solar has reduced.\ud83d\udc49 The good news: You still get the most value from using your solar at home, because you’re avoiding buying electricity from the grid at higher prices.If you’re a solar customer who currently receives the 44c Solar Bonus Scheme, this will continue.Learn more about price changes."
},{
"title": "Why has the daily service fee increased?",
"category": "Tariffs, prices and charges",
"content_html": " Short answer: <\/strong>Costs to deliver and maintain electricity have gone up, even while energy itself has become cheaper.<\/p> Full answer: <\/strong>You may notice your daily service fee has increased from 1 July, 2026. This is the cost to stay connected to the electricity network.<\/p> Each year, the Queensland Competition Authority (QCA) sets prices based on the cost of supplying electricity, which includes:<\/p> While wholesale energy costs have gone down this year, network costs have increased, and those are reflected in the daily service fee.<\/p> That’s why you’re seeing:<\/p> \ud83d\udc49 What it means for you:<\/strong><\/p> Because these are moving in different directions, customers will see different outcomes, depending on their own individual circumstances.<\/p> To learn how your bill may change, see the QCA’s bill estimator<\/a>.<\/p> Learn more about price changes<\/a>.<\/p>",
"content_strip_html": "Short answer: Costs to deliver and maintain electricity have gone up, even while energy itself has become cheaper.Full answer: You may notice your daily service fee has increased from 1 July, 2026. This is the cost to stay connected to the electricity network.Each year, the Queensland Competition Authority (QCA) sets prices based on the cost of supplying electricity, which includes:Wholesale energy costs – The cost of buying electricity on your behalfNetwork costs – Maintaining and upgrading poles and wiresRetail costs – Customer service, billing and administrationFor small customers, they also take into account the Default Market Offer (DMO) - a national benchmark price that acts as a safety net to help keep prices fair.While wholesale energy costs have gone down this year, network costs have increased, and those are reflected in the daily service fee.That’s why you’re seeing:lower usage ratesbut a slightly higher daily service fee.\ud83d\udc49 What it means for you:Because these are moving in different directions, customers will see different outcomes, depending on their own individual circumstances.To learn how your bill may change, see the QCA’s bill estimator.Learn more about price changes."
},{
"title": "When is my next meter read?",
"category": "Meters",
"content_html": " The approximate date for your next meter read is listed on the third page of your bill within \"Bill Messages\" and is also available online in My Account<\/a>.<\/p> Sample only. Please note<\/strong>: Meter read dates may still vary due to bad weather, injury and other unforeseen events.<\/p>",
"content_strip_html": "The approximate date for your next meter read is listed on the third page of your bill within \"Bill Messages\" and is also available online in My Account.Sample only. You can also register with Ergon Energy Network to receive SMS and\/or email alerts 24 hours before your meter’s due to be read. You will need your NMI, which can be found on the front page of your bill within \"My Account Details\".Sample only.Please note: Meter read dates may still vary due to bad weather, injury and other unforeseen events."
},{
"title": "How can I find out my account balance?",
"category": "Manage my account",
"content_html": " You can find out your current account balance any time by logging into My Account<\/a>.<\/p>",
"content_strip_html": "You can find out your current account balance any time by logging into My Account."
},{
"title": "How do I update my account contact details?",
"category": "Manage my account",
"content_html": " Visit our update account page<\/a> to find out how to update your account and access details.<\/p> Visit our electricity rebate page<\/a> to find out how to update your concession or rebate details.<\/p> If you're moving house, see our moving page<\/a> to find out how to open or close an account.<\/p>",
"content_strip_html": "Visit our update account page to find out how to update your account and access details.Visit our electricity rebate page to find out how to update your concession or rebate details.If you're moving house, see our moving page to find out how to open or close an account."
},{
"title": "How can I donate to the Royal Flying Doctor Service through my bill?",
"category": "Manage my account",
"content_html": " You can sign up to make tax deductable donations to the Royal Flying Doctor Service (RFDS)<\/a> via your bills through My Account<\/a>. 100% of your donations go to the RFDS to help them continue their amazing work.<\/p>",
"content_strip_html": "You can sign up to make tax deductable donations to the Royal Flying Doctor Service (RFDS) via your bills through My Account. 100% of your donations go to the RFDS to help them continue their amazing work."
},{
"title": "Can I make a one-off donation to the Royal Flying Doctor Service?",
"category": "Manage my account",
"content_html": " Yes - you can make a one-off donation to the Royal Flying Doctor Service (RFDS) via their website<\/a>. Yes! My Account is the quick and easy way to manage your account online - register now<\/a>.<\/p>",
"content_strip_html": "Yes! My Account is the quick and easy way to manage your account online - register now."
},{
"title": "How do I register for My Account?",
"category": "Manage my account",
"content_html": " Follow our two-step guide below to breeze through the registration process.<\/p> <\/strong><\/p> If you’re having trouble logging into My Account, here’s some things to try:<\/p> Still can’t log in? We’re here to help on 13 10 46<\/a>.<\/p><\/div>",
"content_strip_html": "If you’re having trouble logging into My Account, here’s some things to try:Unmask your email - Check that your email address isn't masked. Sometimes, using the autofill function on your browser may obscure your email details. For example, if you see something like e******@live.com.au, make sure to enter it in full.Account not found error - If you’re encountering a ‘We can’t seem to find your account. Register instead?' error message, double check that the email address entered is complete. If the issue persists, click the 'Register here' link located under the Login button.Check your password - Click the eyeball icon on the password field to see what you’ve entered and check it's correct. If you’re still having trouble, you can reset your password using the “Forgot your password?” link. Once your password is reset you’ll be transferred directly to your My Account dashboard.Still can’t log in? We’re here to help on 13 10 46."
},{
"title": "How do I find out my account number?",
"category": "Manage my account",
"content_html": " You can find your account number in the top left corner of your bill. If you’ve recently opened a new account and haven’t received a bill yet, you can find out your account number by contacting us on 13 10 46<\/a>.<\/p>",
"content_strip_html": "You can find your account number in the top left corner of your bill. If you’ve recently opened a new account and haven’t received a bill yet, you can find out your account number by contacting us on 13 10 46."
},{
"title": "How can I add another person or business to my account?",
"category": "Manage my account",
"content_html": " Ergon Energy Retail no longer creates accounts in joint names. You will need to choose a single name for the account to appear on your electricity bill.<\/p> As the account holder, you can authorise another person, business or company to receive information and manage your account on your behalf.<\/p> Some of the types of third parties you can authorise to access your account information includes authorised representatives, Power of Attorney or Enduring Power of Attorney. Find out how to add a third party to your residential<\/a><\/u> or business<\/a><\/u> account.<\/p>",
"content_strip_html": "Ergon Energy Retail no longer creates accounts in joint names. You will need to choose a single name for the account to appear on your electricity bill.As the account holder, you can authorise another person, business or company to receive information and manage your account on your behalf.Some of the types of third parties you can authorise to access your account information includes authorised representatives, Power of Attorney or Enduring Power of Attorney. Find out how to add a third party to your residential or business account."
},{
"title": "I have received a high bill, can you help me understand why?",
"category": "Billing & payments",
"content_html": " If your bill is higher than expected, our handy high bill checklist<\/a> can help you understand why.<\/p> It can also help with support options if you’re having trouble paying your bill and tips for preventing unexpected high bills in the future.<\/p>",
"content_strip_html": "If your bill is higher than expected, our handy high bill checklist can help you understand why.It can also help with support options if you’re having trouble paying your bill and tips for preventing unexpected high bills in the future."
},{
"title": "What do I do if I can't afford to pay my bill in full?",
"category": "Billing & payments",
"content_html": " If you’re having trouble paying your bill in full we have a range of options to help you get back on track and ensure the power stays on. This includes payment plans and our Customer Assist program. <\/span>Find out more.<\/a><\/p>",
"content_strip_html": "If you’re having trouble paying your bill in full we have a range of options to help you get back on track and ensure the power stays on. This includes payment plans and our Customer Assist program. Find out more."
},{
"title": "Can I set up automatic payments?",
"category": "Billing & payments",
"content_html": " Yes - you can pay your bill automatically via Direct Debit or BPAY. These options also allow you to pay your bill in smaller, more manageable instalments. With all options, you will continue to receive a bill, so you always know where your account is at.<\/p> You can quickly and instantly setup, change or stop a Direct Debit on your bank account or credit card via My Account<\/a>.<\/p> BPay<\/strong> We offer a range of payment options to suit your needs. Full details are available on our payment options page<\/a>.<\/p>",
"content_strip_html": "We offer a range of payment options to suit your needs. Full details are available on our payment options page."
},{
"title": "Why has my bill been estimated?",
"category": "Billing & payments",
"content_html": " Sometimes we’re required to issue your bill based on an estimate of your usage, when an actual read from a meter reader wasn’t available.<\/p> If this happens, you'll see a message on the second page of your bill in the 'My meter reading and access' section noting that your bill was based on an estimate of your usage.<\/p> Typically, estimated meter reads are based on your historical electricity usage data.<\/p> Once we can access your meter we'll adjust your next bill based on your actual usage. Alternatively, you can request to supply your own read<\/a> and have your bill reissued with a new due date for payment.<\/p> To ensure we can read your meter in the future, find out how you can help<\/a> provide safe and convenient access.<\/p>",
"content_strip_html": "Sometimes we’re required to issue your bill based on an estimate of your usage, when an actual read from a meter reader wasn’t available.If this happens, you'll see a message on the second page of your bill in the 'My meter reading and access' section noting that your bill was based on an estimate of your usage.Typically, estimated meter reads are based on your historical electricity usage data.Once we can access your meter we'll adjust your next bill based on your actual usage. Alternatively, you can request to supply your own read and have your bill reissued with a new due date for payment.To ensure we can read your meter in the future, find out how you can help provide safe and convenient access."
},{
"title": "When will my next bill be issued?",
"category": "Billing & payments",
"content_html": " Your next bill will be issued after your electricity meters are read. The approximate date for your next meter read is listed on the third page of your bill within \"Bill Messages\" and is also available online in My Account<\/a>.<\/p> You can also register with Ergon Energy Network<\/a> to receive SMS and\/or email alerts 24 hours before your meter’s due to be read. You will need your NMI, which can be found on the front page of your bill within \"My Account Details\".<\/p> If you’re new to Ergon, you can expect to receive your first bill within three months, unless we’ve told you that you’re on monthly billing.<\/p>",
"content_strip_html": "Your next bill will be issued after your electricity meters are read. The approximate date for your next meter read is listed on the third page of your bill within \"Bill Messages\" and is also available online in My Account. Sample onlyYou can also register with Ergon Energy Network to receive SMS and\/or email alerts 24 hours before your meter’s due to be read. You will need your NMI, which can be found on the front page of your bill within \"My Account Details\". Sample onlyIf you’re new to Ergon, you can expect to receive your first bill within three months, unless we’ve told you that you’re on monthly billing."
},{
"title": "Am I entitled to a rebate on my electricity bill?",
"category": "Billing & payments",
"content_html": " You may be eligible for an electricity rebate if you hold one of the following cards. To learn more about the eligibility criteria and how to apply, please see our electricity rebate page<\/a>.<\/p> <\/strong><\/p> Eligible cards:<\/strong><\/p> NOTE: <\/strong>Holders of a Foster Child Health Care Card, Commonwealth Seniors Health Card, and Queensland Seniors Business Card are not eligible for the electricity rebate.<\/p>",
"content_strip_html": "You may be eligible for an electricity rebate if you hold one of the following cards. To learn more about the eligibility criteria and how to apply, please see our electricity rebate page. Eligible cards:Pensioner Concession Card issued by Centrelink or the Department of Veterans' AffairsDepartment of Veterans’ Affairs Gold Card issued by the Department of Veterans’ AffairsQueensland Seniors CardCommonwealth Health Care CardAustralian Government ImmiCard, with asylum seeker status.NOTE: Holders of a Foster Child Health Care Card, Commonwealth Seniors Health Card, and Queensland Seniors Business Card are not eligible for the electricity rebate."
},{
"title": "What is the service fee?",
"category": "Tariffs, prices and charges",
"content_html": " The service fee is set by the Queensland Competition Authority<\/a><\/u> and covers the costs of supplying and maintaining the electricity network. This includes transmission and powerlines that need to be built, maintained and operated as well as costs for billing and administration. The daily service fee for small customers also incorporates metering charges. The meter services charge covers the cost of installing and maintaining metering equipment, including inspecting, repairing, and replacing meters, along with reading and processing meter data. Metering charges for small customers are included in the daily service fee. The daily service fee for each type of tariff can be viewed on our tariffs and prices<\/a> web pages.<\/p>",
"content_strip_html": "The service fee is set by the Queensland Competition Authority and covers the costs of supplying and maintaining the electricity network. This includes transmission and powerlines that need to be built, maintained and operated as well as costs for billing and administration. The daily service fee for small customers also incorporates metering charges. The meter services charge covers the cost of installing and maintaining metering equipment, including inspecting, repairing, and replacing meters, along with reading and processing meter data. Metering charges for small customers are included in the daily service fee. The daily service fee for each type of tariff can be viewed on our tariffs and prices web pages."
},{
"title": "Do you charge a credit card processing fee?",
"category": "Billing & payments",
"content_html": " We don't charge credit card processing fees. Visit our BPOINT<\/a><\/u> portal to make a credit card payment by Visa or MasterCard.<\/p>",
"content_strip_html": "We don't charge credit card processing fees. Visit our BPOINT portal to make a credit card payment by Visa or MasterCard."
},{
"title": "Why do I have two lines of prices on my bill?",
"category": "Billing & payments",
"content_html": " If you have two lines of prices on your bill for the period covering July, it is because prices change on 1 July each year.<\/p> Where the new prices are applied part way through your billing cycle, you’ll see one line showing the old rates for the period prior to 30 June, and another line for the new rates from 1 July onwards. This split is necessary to accurately account for the price changes during your billing cycle.<\/p> We’re required to pro rata bills for price changes under the National Energy Customer Framework.<\/p>",
"content_strip_html": "If you have two lines of prices on your bill for the period covering July, it is because prices change on 1 July each year.Where the new prices are applied part way through your billing cycle, you’ll see one line showing the old rates for the period prior to 30 June, and another line for the new rates from 1 July onwards. This split is necessary to accurately account for the price changes during your billing cycle.In some instances, pro rata may be used to calculate your bill. This could be due to your meter requiring a manual reading. You’ll be able to tell as the front page of your bill will have a message advising this.In the example below, we can see the customer was charged the old rate from 31 May to 30 June, and the new prices from 1 July.We’re required to pro rata bills for price changes under the National Energy Customer Framework."
},{
"title": "Why have I received a disconnection warning?",
"category": "Billing & payments",
"content_html": " If you haven’t paid your bill in full by the due date, we will send you payment reminders. If you then don’t pay within the time listed on the reminders, we will send you a disconnection warning.<\/p> If you’ve received one of these notices and are having trouble paying your bill, please contact us as soon as possible on 13 10 46<\/a>. We have a range of options to help you get back on track and ensure the power stays on.<\/p> If you’ve received a notice and have already paid your bill in full or contacted us to arrange payment, please disregard the notice.<\/p> In line with National Energy Retail Rules, if you receive a payment reminder for two consecutive bills, you will be placed on a shortened collection path. This means you’ll no longer receive reminders before a disconnection warning.<\/p> You need to pay three bills in a row by the due date to return to normal.<\/p> If you’re having difficulties making payments on time, please contact us on 13 10 46<\/a> so we can discuss payment and support options.<\/p>",
"content_strip_html": "If you haven’t paid your bill in full by the due date, we will send you payment reminders. If you then don’t pay within the time listed on the reminders, we will send you a disconnection warning.If you’ve received one of these notices and are having trouble paying your bill, please contact us as soon as possible on 13 10 46. We have a range of options to help you get back on track and ensure the power stays on.If you’ve received a notice and have already paid your bill in full or contacted us to arrange payment, please disregard the notice.Customers on shortened collection pathsIn line with National Energy Retail Rules, if you receive a payment reminder for two consecutive bills, you will be placed on a shortened collection path. This means you’ll no longer receive reminders before a disconnection warning.You need to pay three bills in a row by the due date to return to normal.If you’re having difficulties making payments on time, please contact us on 13 10 46 so we can discuss payment and support options."
},{
"title": "How can I lodge a complaint?",
"category": "Feedback",
"content_html": " If you would like to make a complaint or provide feedback, please complete our Retail feedback form<\/a> (e.g. for accounts, billing, payments, concessions, rebates, refunds, prices and meter reading)<\/p> Contact Ergon Energy Network feedback<\/a> about power outages and claims, network connections, safety and network management).<\/p> We are always pleased to receive your feedback and if you request contact we'll respond within two business days.<\/p>",
"content_strip_html": "If you would like to make a complaint or provide feedback, please complete our Retail feedback form (e.g. for accounts, billing, payments, concessions, rebates, refunds, prices and meter reading)Contact Ergon Energy Network feedback about power outages and claims, network connections, safety and network management).We are always pleased to receive your feedback and if you request contact we'll respond within two business days."
},{
"title": "How will my complaint be handled?",
"category": "Feedback",
"content_html": " When we receive your complaint, we'll do our best to resolve the issue when we first contact you. If we can't resolve the matter then, it will be escalated within our internal complaints handling process<\/a>.<\/p>",
"content_strip_html": "When we receive your complaint, we'll do our best to resolve the issue when we first contact you. If we can't resolve the matter then, it will be escalated within our internal complaints handling process."
},{
"title": "I'm new to Ergon, how do I create a new account?",
"category": "Moving house",
"content_html": " Welcome! If you're new to Ergon Energy Retail, you can open an account quickly and easily online. Learn more about opening a residential<\/a> or business<\/a> account.<\/p> If you want to connect electricity to a new build, please visit Ergon Energy Network's Customer Self Service<\/a>.<\/p>",
"content_strip_html": "Welcome! If you're new to Ergon Energy Retail, you can open an account quickly and easily online. Learn more about opening a residential or business account.If you want to connect electricity to a new build, please visit Ergon Energy Network's Customer Self Service."
},{
"title": "How do I get the power disconnected?",
"category": "Moving house",
"content_html": " Easy as! You can close your account online in just a few clicks.<\/p> \u2705 Closing an account?<\/p> Jump onto My Account at ergon.com.au\/myaccount, it’s the quickest way to wrap things up.<\/p> Heads up: If you’re on the landing page and haven’t selected an account yet, you won’t see the “Close Account” option.<\/p> Select your account first, then head to the Properties menu to get started.<\/p> Learn more about closing a residential<\/a> or business<\/a> account.<\/p> \u2705 Demolishing, removing or relocating a building?<\/p> You’ll need to abolish supply, request this online via our Removing an Electricity Service page.<\/a><\/p>",
"content_strip_html": "Easy as! You can close your account online in just a few clicks.\u2705 Closing an account?Jump onto My Account at ergon.com.au\/myaccount, it’s the quickest way to wrap things up.Heads up: If you’re on the landing page and haven’t selected an account yet, you won’t see the “Close Account” option.Select your account first, then head to the Properties menu to get started.Learn more about closing a residential or business account.\u2705 Demolishing, removing or relocating a building?You’ll need to abolish supply, request this online via our Removing an Electricity Service page."
},{
"title": "What electricity tariffs do Ergon Energy Retail offer?",
"category": "Tariffs, prices and charges",
"content_html": " We have a number of tariffs available to suit your lifestyle and household needs. Find out more about residential tariffs<\/a> and business tariffs<\/a>.<\/p>",
"content_strip_html": "We have a number of tariffs available to suit your lifestyle and household needs. Find out more about residential tariffs and business tariffs."
},{
"title": "Am I under a contract with Ergon Energy Retail?",
"category": "Tariffs, prices and charges",
"content_html": " Yes. Small residential and business customers are covered by our Standard Retail Contract. Find out more about Retail contracts and rules<\/a>.<\/p>",
"content_strip_html": "Yes. Small residential and business customers are covered by our Standard Retail Contract. Find out more about Retail contracts and rules."
},{
"title": "Who sets the prices Ergon Energy Retail charges for power?",
"category": "Tariffs, prices and charges",
"content_html": " Tariff prices and supply charges are set by the Queensland Competition Authority<\/a><\/u> to ensure that customers in regional Queensland pay comparable prices to those in South East Queensland. Meter services charges for residential and small business customers are set by the Australian Energy Regulator<\/a>.<\/p>",
"content_strip_html": "Tariff prices and supply charges are set by the Queensland Competition Authority to ensure that customers in regional Queensland pay comparable prices to those in South East Queensland. Meter services charges for residential and small business customers are set by the Australian Energy Regulator."
},{
"title": "Where do I find my NMI?",
"category": "Meters",
"content_html": " You can find your NMI on the front page of your electricity bill within \"My Account Details\".<\/p> To connect electricity to a new build, please visit Ergon Network's New connections webpage<\/a>. You will need to contact Ergon Energy Network<\/a> and ask for the Solar Review Team. They will investigate if your 44c Feed in Tariff can be reinstated.<\/p>",
"content_strip_html": "You will need to contact Ergon Energy Network and ask for the Solar Review Team. They will investigate if your 44c Feed in Tariff can be reinstated."
},{
"title": "Why hasn’t my bill reduced as much as I expected since having solar installed?",
"category": "Solar, batteries & EVs",
"content_html": " Solar power generation can be impacted by many factors. Here's some things to consider:<\/p> It’s also important to maintain your solar system to ensure it’s performing at its peak. For example:<\/p> Here's some things to consider:<\/p> Have there been any changes within the household that could cause an increase in the energy being used? For example:<\/p> Summer periods have longer daylight hours to generate solar power, while also having increased rain and cloud cover that can reduce the system’s ability to generate.<\/p><\/blockquote>",
"content_strip_html": "Here's some things to consider:Are your appliances using more power than anticipated during the day? This could be exceeding the amount of solar being generatedHave you introduced new appliances to the premises? For example, purchasing a new fridge that is larger. Find out more about appliance running costsHave you considered that you need to pay for the power you use during the night?Have you set appliance timers for the most optimal times?Are you running appliances at same time? It may be beneficial to stagger your appliance usage.Have there been any changes within the household that could cause an increase in the energy being used? For example:Has another person moved into the property?Have you recently had a baby and are home more often?Changes to work schedule – are you working from home or on shift work?Consider the season and weather conditions for the billing period.Summer periods have longer daylight hours to generate solar power, while also having increased rain and cloud cover that can reduce the system’s ability to generate."
},{
"title": "Why can't I see solar on my bill?",
"category": "Solar, batteries & EVs",
"content_html": " Do you have the solar tariff displaying on your bill? (Queensland Solar Scheme)<\/p> If not,<\/strong> we may be waiting for your electrician’s paperwork to be submitted to enable a solar capable meter to be installed.<\/p> You may need to follow up with your installer to see if they have submitted all the required paperwork to the network provider.<\/p>",
"content_strip_html": "Do you have the solar tariff displaying on your bill? (Queensland Solar Scheme)If not, we may be waiting for your electrician’s paperwork to be submitted to enable a solar capable meter to be installed.You may need to follow up with your installer to see if they have submitted all the required paperwork to the network provider."
},{
"title": "Why does my solar bill say it was based on an estimate?",
"category": "Solar, batteries & EVs",
"content_html": " If your solar inverter is switched on before you have a bi-directional meter installed, you may receive an estimated bill. The estimated bill is likely to be based off your usage from the same time last year. These calculations are based on AEMO Metrology Procedures.<\/a><\/p> Or access to the meter may have been restricted when the meter reader attended. These reasons could include dogs, locked gates and weather events.<\/p> If you have a smart meter, there may be varying reasons why you have received an estimated account, please contact us<\/a> to find out more<\/p><\/blockquote>",
"content_strip_html": "If your solar inverter is switched on before you have a bi-directional meter installed, you may receive an estimated bill. The estimated bill is likely to be based off your usage from the same time last year. These calculations are based on AEMO Metrology Procedures.Or access to the meter may have been restricted when the meter reader attended. These reasons could include dogs, locked gates and weather events.If you have a smart meter, there may be varying reasons why you have received an estimated account, please contact us to find out more"
},{
"title": "How can I pinpoint the cause for my high bill when I have solar?",
"category": "Solar, batteries & EVs",
"content_html": " You can take daily readings from your solar inverter and track your export via My Account<\/a> to understand how much solar energy is being generated, used by the property and exported to the grid.<\/p> Use this calculation to determine what your total energy is for your property:<\/p> If you have a smart meter, you can request a copy of your meter data in My Account<\/a>. Simply visit the ‘Usage & metering’ section and click ‘Request my meter data’.<\/p> Visit our high bill checklist<\/a> for more tips on understanding why your bill may be higher than expected.<\/p>",
"content_strip_html": "You can take daily readings from your solar inverter and track your export via My Account to understand how much solar energy is being generated, used by the property and exported to the grid.Read your solar inverter (total power generated by panels)Read electricity meter (tariff register and solar export register).Use this calculation to determine what your total energy is for your property:Solar generation (shown on your inverter) - solar export (from your meter) = how much solar the household used firstSolar consumed (as per step 1) + tariff reading on your meter (exclude solar tariff) = Total energy used(24-hour generation from solar inverter – 24-hour solar export to the grid = 24-hour solar power used by your home).If you have a smart meter, you can request a copy of your meter data in My Account. Simply visit the ‘Usage & metering’ section and click ‘Request my meter data’.Visit our high bill checklist for more tips on understanding why your bill may be higher than expected."
},{
"title": "What further support is there if I have a high bill with solar?",
"category": "Solar, batteries & EVs",
"content_html": " If your household usage is still higher than expected, you can complete our household appliance calculator<\/a> or contact us<\/a> to help you with some additional support options.<\/p> If you are having issues with your NETCC approved seller, please contact NETCC<\/a>, Solar Accreditation Australia<\/a> or the Office of Fair Trading<\/a> as they will be able to provide you the most appropriate assistance.<\/p>",
"content_strip_html": "If your household usage is still higher than expected, you can complete our household appliance calculator or contact us to help you with some additional support options.If you are having issues with your NETCC approved seller, please contact NETCC, Solar Accreditation Australia or the Office of Fair Trading as they will be able to provide you the most appropriate assistance."
}]Changing your primary tariff<\/h3>
Changing your secondary tariff<\/h3>
\u2705 Set up budget and usage alerts
\u2705 Track your energy habits daily
\u2705 Get handy tips to stay in control<\/p>![\"NSRD\"](\"https:\/\/www.ergon.com.au\/__data\/assets\/image\/0007\/1152853\/NSRD-EER.jpg\")
<\/p>
You can also register with Ergon Energy Network<\/a> to receive SMS and\/or email alerts 24 hours before your meter’s due to be read. You will need your NMI, which can be found on the front page of your bill within \"My Account Details\".<\/p>![\"NMI\"](\"https:\/\/www.ergon.com.au\/__data\/assets\/image\/0008\/1152854\/NMI-EER.jpg\")
<\/p>
Sample only.<\/p>
Did you know that you can also make regular donations to the RFDS via your electricity bills? Simply sign up via My Account<\/a> and we'll do the rest.<\/p>",
"content_strip_html": "Yes - you can make a one-off donation to the Royal Flying Doctor Service (RFDS) via their website. Did you know that you can also make regular donations to the RFDS via your electricity bills? Simply sign up via My Account and we'll do the rest."
},{
"title": "Can I manage my account online?",
"category": "Manage my account",
"content_html": "General registration tips<\/h2>
Step 1: Verify your details<\/strong><\/h3>
Step 2: Verify your email and set a password<\/strong><\/h3>
Direct Debit<\/strong>
Direct Debit gives you the flexibility to pay your bill in the following ways:<\/p>
To set up a regular BPAY payment, visit your financial institution's internet banking site and follow their directions. You will need your Ergon Energy Retail BPAY details. These can be found on the front page of your bill:
![\"BPAY](\"https:\/\/www.ergon.com.au\/__data\/assets\/image\/0020\/1153325\/EER-BPAY.jpg\")
Sample only.<\/p>
Please note<\/strong>:<\/p>
Sample only<\/strong><\/p>
Sample only<\/strong><\/p>
In some instances, pro rata may be used to calculate your bill. This could be due to your meter requiring a manual reading. You’ll be able to tell as the front page of your bill will have a message advising this.<\/p>
In the example below, we can see the customer was charged the old rate from 31 May to 30 June, and the new prices from 1 July.<\/p>![\"Pro-Rata](\"https:\/\/www.ergon.com.au\/__data\/assets\/image\/0020\/1153019\/1-July-Tariff-Pro-Rata-EER-2023.jpg\")
<\/p>Customers on shortened collection paths<\/h2>
<\/p>
Sample only.
If you don’t have an electricity bill handy, you can call us on 13 10 46<\/a> to ask for your NMI.<\/p>",
"content_strip_html": "You can find your NMI on the front page of your electricity bill within \"My Account Details\".Sample only. If you don’t have an electricity bill handy, you can call us on 13 10 46 to ask for your NMI."
},{
"title": "I'm building a house soon, what do I need to do to organise my power connection?",
"category": "Moving house",
"content_html": "
Once your connection is approved, you will need to create an electricity account with us. We'll contact you when it's time to set up an account. Please ensure your electrician has your contact details on the paperwork they submit.<\/p>",
"content_strip_html": "To connect electricity to a new build, please visit Ergon Network's New connections webpage. Once your connection is approved, you will need to create an electricity account with us. We'll contact you when it's time to set up an account. Please ensure your electrician has your contact details on the paperwork they submit."
},{
"title": "I believe that my 44c FiT has been incorrectly removed. What do I do?",
"category": "Solar, batteries & EVs",
"content_html": "![\"Solar](\"https:\/\/www.ergon.com.au\/__data\/assets\/image\/0003\/1153092\/Solar-Credit-EER.jpg\")
<\/p>