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Customer Care:
1300 788 970

Frequently Asked Questions

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Billing

Top of the second page, underneath the supply details.

There will either be an A or an E next to the reading in the supply details. A represents Actual, and E stands for Estimate.

If your meter cannot be accessed, an estimated reading will be taken based on previous consumption.

On the second page of your invoice under Current Charges.

Yes, on the first page of your invoice.

Your concession amount is located on the first page of your invoice under Electricity Charges Summary. ANNUAL ELECTRICITY CONCESSION: 17.5% DISCOUNT IF YOU HAVE THE FOLLOWING:

  • Centrelink Pensioner Concession Card
  • Health Care Card
  • Veteran's Affairs Gold Card

You have a number of billing options, all located at the bottom of the second page of your invoice: BPay, Australia Post, Direct Debit, Credit Card, Phone or Mail (with a cheque and the payment slip).

Yes there is – it is 1% of the total amount of your bill. AMEX and Diners cards are not accepted.

There is a direct debit form in your welcome pack which you will need to sign and return to us and we will set it up for you. Or you can print the direct debit form online, and submit it to us in writing.

Yes. We will need to send you out a form for you to fill out and send back to us.

If the total outstanding amount on your bill is in brackets, it means you have a credit balance on your Account.

Smart Meters: Every month.
Basic Meters: Every quarter.

Distributor

No – only if you move into a different area. Distributors are specific to each area.

You can either call us and we will transfer you through to your distributor, or you can call your distributor directly.

Annual Price Increase

Victorian electricity distributors generally reset their network charges every January. Like most other retailers, these network increases combined with increased retail costs, have lead to increases in our electricity rates effective 23rd February, 2015.

Network charges can contribute as much as 60% of your electricity bill. The remaining 50% is comprised of wholesale costs (25%), Government green schemes (5%) and retail costs (20%).

Please be assured that you will continue to receive all discounts and benefits associated with your electricity plan for the length of your contract.

Electricity rates vary depending on what network distribution zone you are in. Our new rates will be published on our website and as an active customer of People Energy we will provide you with 30 days written notice. Our Customer Care Team will be able to provide you with your site specific details.

The new electricity rates will come into effect on 23rd February, 2015. These rates will appear on the first invoice you receive after this date, but you will continue to be charged your current rates up until then.

Firstly, please ensure that you make the most of our savings and payment options available - call our friendly Customer Care team if you need assistance on 1300 788 970 (Mon-Fri, 8:30am-7:30pm).

Secondly, refer to our Energy Saving Tips in order to find ways to reduce your consumption.

General

We can organize service orders for you with 3 business days notice.

8:30 am to 7:30 pm, Monday to Friday (except for Public Holidays).

Phone: 1300 788 970,
Mail: Locked Bag 5757, Melbourne GPO VIC 3000
Web: www.peopleenergy.com.au.

Termination fees apply if you terminate your contract early and switch to another company.

Depends on your tariff type – PFIT is 60c, SFIT is 25c and TFIT is your peak 1 rate.

See our Bushfire Grants and Financial Assistance Information Guide here.

See our Family Protection Policy here.

Changes to the electricity industry rules mean there are new timeframes for the installation/replacement or exchange of metering. These timeframes only apply in jurisdictions where Power of Choice rules are in effect, of these People Energy only operate in Queensland, New South Wales and South Australia. (Victoria is governed by the AMI rules.)

*New Connection Meter Installations Timeframe: *Once notification has been received that all requisite connection services are completed (by your Electrician and/or the Local Network Service provider), the meter must be installed by a date agreed with you or within 6 business days.

*Malfunctioning Meter Rectification Timeframe: *As soon as is practicable, but no later than 15 Business days after the metering coordinator has been notified of the meter installation malfunction.

*Meter exchange (existing site upgrades or modifications) Timeframe: *QEnergy are required to complete a meter exchange by the date agreed with you or within 15 Business days of receiving a request from a small customer to exchange the meter.

In all instances, you will be contacted by either People Energy or our appointed Metering Coordinator to discuss the meter works and if possible, negotiate a specific date for works to be carried out. If a date cannot be confirmed the works will be completed within the maximum timeframe as detailed above.

For malfunctioning or meter exchange, if your site has shared fusing that requires an interruption of another premises electricity supply to complete the meter exchange, you will be further contacted to discuss an altered installation timeframe. The meter install will then be completed within 30 business days of discovering the shared fusing.