Information about non-energy fees for residential and small business electricity customers. Your Energy Plan sets out any permitted fee and when it applies. Statutory fee protections apply even if a contract or earlier schedule says otherwise. Amounts shown include GST.
For small customers, we do not charge retailer fees for account establishment, special meter reads, or disconnection and reconnection. A permitted network charge from your distributor may still apply, at the actual amount charged by the distributor, without a retailer mark-up.
Customers experiencing financial hardship, payment difficulties or family violence are protected from retailer fees, including late-payment, dishonour and termination fees. This protection is not conditional on keeping up with a payment arrangement. Permitted network charges are treated separately.
For other small customers, any permitted retailer fee must be disclosed in the contract and must not exceed a reasonable estimate of the retailer's costs for the relevant service. We offer a commonly used, accessible payment method with no fee.
These protections took effect on 1 July 2026 under the AEMC's retail energy plan reforms. Contact us if you need assistance or believe a charge should not apply.
Some connection, installation, testing or site services may carry a permitted distributor or metering charge. We will explain the service and applicable amount before you agree to it. A metering-provider fee is not automatically a network charge and cannot be passed on where a fee prohibition applies.
| Service | How charges are treated |
|---|---|
| Account establishment or retailer move-in administration | No retailer fee. |
| Special meter read, including a move-in or move-out read | No retailer fee. Only a permitted distributor network charge may be passed through at cost. |
| New connection, customer-requested meter installation or upgrade | Any permitted charge must be explained and disclosed before you agree to the service, subject to the fee protections above. |
| Meter test or additional site visit | Contact us for the applicable charge and circumstances. Fee protections and your rights when a meter or bill is incorrect still apply. |
The amounts below apply only where disclosed in your Energy Plan and permitted by law. No retailer fee applies to customers covered by the fee protections above.
| Fee | Limit and circumstances |
|---|---|
| Paper bill | Nil. |
| Duplicate or historical bill | Nil. Contact us to request a copy. |
| Late-payment fee | Only where a bill is paid more than 13 business days after its due date. Up to $15, limited to the reasonable estimate of the relevant costs and the amount disclosed in your plan. Does not apply to customers on a payment plan or experiencing hardship, payment difficulties or family violence. |
| Dishonoured payment fee | Up to $15, limited to the reasonable estimate of the relevant costs and the amount disclosed in your plan. Does not apply to customers experiencing hardship, payment difficulties or family violence. |
| Fixed-term market-plan early termination | Only where your contract permits it: up to $200 for residential customers or $1,500 for small businesses, limited to reasonable costs caused by early termination, excluding lost supply or lost profit. No retailer termination fee applies to customers experiencing hardship, payment difficulties or family violence. No early termination fee applies to a standing retail contract. |
No card surcharge applies to Visa, Mastercard, eftpos or American Express payments from 1 October 2026. Use the payment methods and instructions shown on your bill.
| Method | Fee |
|---|---|
| Direct debit (bank account) | Nil |
| BPAY | Nil |
| Centrepay | Nil |
| Visa / Mastercard debit | Nil |
| Visa / Mastercard credit | Nil |
| American Express | Nil |
| Australia Post (BillPay) | Nil |
| Cheque or money order by mail | Nil |
No retailer disconnection or reconnection fee applies to small customers, including for remote services. Only a permitted network charge actually levied by the distributor may be passed through, without a mark-up. We will explain any applicable network charge when arranging the service.
If a disconnection occurred because of our error, contact us immediately so we can arrange reconnection and correct any related charges. Disconnection protections, including those for life support and payment difficulty, continue to apply.
We will provide the notice required by your contract and the applicable energy rules before a permitted fee changes. A change to this webpage does not itself create a new fee or vary your contract. Distributor charges depend on your network and the service provided.
For large commercial and industrial customers, refer to your negotiated agreement and contact us about charges for your site. This page's small-customer protections must not be used to add fees to an existing agreement.
A printed copy of this schedule is available free of charge on request.
