Bills & Rates Explained

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

You can pay your bill quickly and easily online at our Payment Portal.

Here, you can choose to pay by credit card, Bpay, cheque or by Direct Debit. 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.

Got questions? Call our friendly Customer Service team on 1300 001 255 between 8:30am-6:00pm Monday to Friday AEST.

Where can I find my rates?

Your embedded network tariffs can be found in your bill and on your Welcome Letter.

If you can’t find these, call our friendly Customer Service team on 1300 001 255 between 8:30am-6:00pm Monday to Friday AEST.

Why am I being charged for hot water?

In some buildings we supply hot water, which means you will be charged for the hot water that your apartment uses.

Each apartment has its own meter, so you’re only charged for what you use.

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

If you’ve received a bill from us with an estimated meter reading, no need to worry. This simply means we’ve had to calculate your energy usage based on your past consumption.

There are a few reasons why you may have received an estimated read for your bill. The most common reason is that you have a basic meter that requires a manual read from the network’s meter reader or your strata manager. They may not have been able to provide us with this data yet.

What should I do if my bill has an estimate?

You don’t need to do anything, but if you would prefer an accurate reading for your invoice, you can submit a self-read to our Aussie-based team. We’ll reissue your bill with the updated reading at no charge. Follow these steps to do so:

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.

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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.

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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 [email protected] 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 having trouble paying my bill. What can I do?

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.

Call our friendly Customer Service team on 1300 001 255 between 8:30am-6:00pm Monday to Friday AEST to discuss the options that may be available to you.

You can find more information on our Financial Hardship here and through our partner, Energy Locals, Hard Ship and Assistance information.

How can I get a discount on my energy bill?

By  setting up Direct Debit through your online account so, you can receive lower rates and avoid any late fees that may be applicable.

How often am I billed?

Energy Trade will bill you monthly for your electricity, centralised hot water and un-metered gas (not all buildings have hot water and gas serviced by Energy Trade).

Monthly billing gives you better control as you can keep an eye on your energy usage. Your payment is direct debited or due for payment 14 days after your invoice date.

How am I charged for my gas?

In some Energy Trade properties, you will have unmetered gas supply, which is used for your cook tops, barbecue points and central heating. You won’t be charged more than the fixed rate per day, no matter how much you consume.

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.

If in doubt, call our friendly Customer Service team on 1300 001 255 between 8:30am-6:00pm Monday to Friday AEST.

How can I claim a concession?

Depending on your circumstances you may be eligible for a rebate.

Visit https://www.energytrade.com.au/government-rebates/ to find out more.

You can also call our friendly Customer Service team on 1300 001 255 between 8:30am-6:00pm Monday to Friday AEST and discuss the options that maybe available to you.

How to read your new electricity bill

Say goodbye to bill confusion 👋

We’ve given your bill a glow-up to make it easier to understand, and to incorporate some new regulations.

With your new bill, you can:

– Get a clearer picture of your usage and spend
– Compare your usage to previous periods
– Check if you could be better off on another offer.

Here’s how to read it:

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 when you contact us with any queries about your bill.

2. Who to call for assistance
Here you’ll find the best number to call if you have a fault or emergency. Our details are also here in case you have a question 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 a number of 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 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
Here, you can 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 checking 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 from 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 charges for your energy usage for this current bill.

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.

Need to talk energy?
Get in touch with us today

Contact us 1300 001 255