Help & FAQs

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: https://urban.energylocals.com.au/movein

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.

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!

First, make sure you’ve signed up at https://urban.energylocals.com.au/movein.

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.

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 https://urban.energylocals.com.au/movein.
   • 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.

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.

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.

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

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

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 hello@urban.energylocals.com.au 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.

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.

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 https://energylocals.com.au/urban-energy-concessions/. 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.

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.

If you haven’t yet created an account with us you just need to visit https://urban.energylocals.com.au/movein 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.

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: https://energylocals.com.au/outages

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.

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!