Electricity Support

Commander Electricity offers generous discounts off your usual power (it comes from the same supply) when you pay on time. Plus, you get no lock-in contract and no exit fees. The power is in your hands.

Understanding Electricity

What is a NMI?

Your National Meter Identifier (NMI) is a unique number that is assigned to each premise and links your electricity meter with your premise. All energy retailers must include the NMI on their electricity bill.

What is the Service to Property Charge or Daily Charges?

For electricity, the service to property charge may cover part of the provision and maintenance of the meters, poles, wires and billing and some retail operating costs. It is applicable to each electricity account.

What types of energy contracts are there?

Market Contract

A market contract is a contract negotiated between you and a retailer. Unlike deemed or standing offer contracts, the Essential Services Commission does not oversee the terms and conditions, and the prices do not have to be published by the retailer. Market contracts may have a fixed term (generally between one and three years).

Standing Offer Contract

This is a contract where the contract terms are approved by the Essential Services Commission and at prices that are periodically published by each retailer and are available on their websites. Standing Offer contracts must be offered to you by the retailer who is Financially Responsible for the energy supplied to the meter, where you do not want to have a Market contract with a retailer of your choice.

If you do not know who is responsible is for your meter, you can call your distributor, who is able to determine which retailer is responsible.

Deemed Contract

This is the type of contract you will be on if move into a premises, start consuming energy, and do not enter into a specific contract with a retailer. A deemed contract will be between you and the retailer who is Financially Responsible for the meter at the premise.

Deemed and Standing Contracts have Terms and Conditions that are approved by the Essential Services Commission and prices that are periodically published by each retailer and are available on their websites.

Dual Fuel Contract

Dual fuel contracts are a special type of market contract where you buy your electricity from one retailer and your billing cycles for electricity are synchronised. Commander Power & Gas does not offer dual fuel contracts.

What are non-energy charges?

Non-Energy Charges cover other costs relating to the supply of electricity. We pay these charges on your behalf.

These costs include the physical "delivery" of electricity to your premises - often referred to as the Network Tariff. All Non-Energy Charges are either imposed by, or are controlled and regulated by government, a regulator, or network distributor.

What are energy charges?

Your energy charges are the charges for the actual electricity that you consume.

Do I have a choice about who my retailer is?

A distributor is responsible for maintaining and operating your electricity poles and wiring within a specific geographical location. Because of this, you are unable to change your distributor unless you move to another area.

If I change my retailer, will the quality of my supply be affected?

When you change retailers, your electricity supply will still be delivered via your current distributor's electricity poles and wires. Because it is the distributor who is responsible for the quality of your supply, the quality won’t change.

What are loss factors?

Electricity is lost in the course of transmission from the generator to your site. In simple terms, the further electricity has to travel from a generator, along transmission and distribution lines to your site, the more electricity needs to be transmitted to compensate for this loss.

The calculation that determines how much customers pay for this are called loss factors. Loss factors for your geographical area remain the same regardless of which retailer you choose.

Do I need to install a new meter if I move to a market contract?

No. You will not have to install a new meter, even if you change retailer.

Information about my Bill

How I will receive my bills?

Commander Power & Gas will send you an email letting you know you can view your bill using our account management system. If you wish to receive a printed bill in the mail, a charge of $2.95 per bill is charged quarterly for a physical electricity bill. A charge of $2.95 is charged bimonthly for a physical gas bill.

Does my bill include GST?

Yes, your electricity charges are subject to GST. However, if any debits or credits on your bill do not include GST, we will highlight these items.

What is an Estimated and Actual Meter Read?

As a retailer, Commander Power & Gas does not read your meter; we rely on the relevant network distributors for meter readings. Once your meter is read, we will use the information to calculate your bill. The meter reader will endeavour to read your meter on the scheduled date. However, in some cases a meter reading cannot be obtained so instead of an actual meter reading, we will receive an estimated reading. There are strict rules and guidelines that govern how and when your bills may be estimated.

Why are bills estimated?

Bills are normally estimated because the meter reader could not get to your meter. Possible reasons why your meter could not be read, resulting in an estimated bill include:

By law, you are required to maintain clear access to the meters on your premises.

  • Your meter is inside and no one was available to provide access to your premises when the meter reader arrived.
  • Your gate was locked and there was nobody available to provide access to your premises when the meter reader arrived.
  • There may have been an obstruction preventing the reader getting to the meter (e.g. garden waste).
  • The meter reader felt threatened by your dog, which prevented their access to your meter. Keep in mind it is not that your dog has a good or bad temperament, but whether the reader felt their personal safety might be at risk.

I have received an estimated bill, what are my options?

If you have received an estimated bill, you can check your current meter reading (call us if you need help with this) and compare it with the estimated reading on your bill. 

If you are unhappy with the estimated bill, then a special meter reading can be requested at a charge. Based on this reading, any difference can be reconciled to ensure that you pay for no more than the energy you have actually consumed over the billing period. Or you can wait until your next bill where a meter reading will reconcile your consumption on the next bill, ensuring you only pay for the energy you have actually used.

How do I arrange a special meter reading?

If you want to arrange a special reading to correct an estimated bill or to check a current reading, please call our Contact Centre on 1300 857 073 (from 8am to 6pm AEST Monday to Friday) to arrange a convenient time to allow us access to your meter. We will be happy to arrange an appointment for a special meter reading at your premises. This can take place anytime during business hours, Monday to Friday. Appointment dates and times are set by your distributor so we may not be able to accommodate all requested timeframes.

Please be advised there is a fee associated with this type of reading.

What if I don't agree with the amount due?

If you don't agree with the amount of the settlement payment, please let us know at least three business days before your payment is due to be processed, and we will not debit the disputed amount to your account until it has been resolved. However, we may ask you to pay any undisputed amounts.

How do I understand my bill?

We have prepared this guide to help you understand your electricity bill.

Click here to download the bill explainer.

What is a Pay on time Discount?

A Pay on Time Discount, is a discount on Market contracts that will be provided when your bill is paid by the due date.

The amount of the Pay on Time Discount will be shown on Your Bill (if applicable), along with the Date that the bill must be paid by, in order for the Discount to be applied.

Commander Electricity Pay on Time Discount is applied to the usage component of the Bill, after any applicable concessions have been deducted.

Paying your bill

How do I pay my Commander Power & Gas account?

If you are unable to pay by Direct debit, please call us on 133 914 and pay over the phone via credit card (American Express & Diners 4.125% surcharge applies), or pay in person at an Australia Post outlet (a fee may apply). We also accept payment via Bpay.

What if I change my account details?

If at any time you wish to change your bank or personal details, please advise us as soon as possible before your next payment date.

Having difficulty in paying your account?

Please call our Contact Centre on 1300 857 073 before the due date of your next account or installment to discuss our range of options to help you pay your account.

High Bills

My bill was higher than I expected. What could be the reason?

There are many reasons why your electricity bill could be higher than you expected. There are a few questions you can ask yourself, which help you investigate why your bill is higher than expected:

Increased Consumption

Was it colder or hotter than usual, did you use heaters or air-conditioners more than usual?

Did you have additional people staying with you?

Have you brought any new appliances, needed to fix an existing appliance or operate an existing appliance for longer than usual?

Correct Comparisons

Are you comparing bills from similar billing periods? You use different appliances during certain periods of the year such as heaters or air conditioners.

Are you entitled to a concession? Are you comparing your current bill to a previous bill where a concession was included? Some concessions are seasonal and won't be applied to all bills.

Are the bills you are comparing of similar length? For example, one billing period may have been for fewer days while the next is for longer. Divide the total of your current charges by the number of days on each bill to find your daily average and compare those figures.

Actual vs. Estimated Meter Reads

Have you considered that your last or current bill might have been an estimated one, followed by an actual? A previous estimate may have been estimated too low resulting in a higher bill once the meter is read. If you need help determining this call our Contact Centre on 133 914.

Options. If you feel the meter has not been read accurately, we recommend the following options:

Read your meter, check to see if your current reading is more than the reading on your bill. If it is less than the reading on your bill then call us.

You can call us to request a special meter reading, which will require the meter reader to return to your property to read the meter again. A fee may be charged if you proceed with this option and the meter reading is found to be correct.

After all other options have been exhausted you can request the meter to be tested. A fee does apply for this test which will only be charged if it is deemed that there is nothing wrong with the meter.

Changing your Energy supplier

Do I have a choice about who my retailer is?

Some States have introduced full retail competition (FRC). In states where FRC has been introduced between different energy suppliers, you can purchase your electricity from the licensed energy retailer of your choice.

What should I consider when choosing a supplier?

Your reasons for choosing a particular supplier can be varied, but there are some important factors to consider.

Rates/Tariffs/Prices

Your electricity bill is calculated using several different components. These include distribution charges, regulated market charges, supply charges and GST as well as the cost of the energy used. When you compare different rates, it is important you take into account all aspects of your bill.

Payment Options

Do the payment options the retailer offers suit your financial situation?

Service

With today's fast paced life-style you want to know you are going to receive good service no matter who you deal with. You need to know you will get a fast, reliable response when you have a question, or want advice or information.

Other Considerations

Some of the other things to look for when comparing energy offers are any early termination or exit fees that may apply, and any other discounts, charges and services which will be included in the market contract.

How do I transfer my electricity supply to Commander?

You can arrange your transfer by calling our Contact Centre on 133 914. Please have the full address of your premise, identification, such as your driver's licence number, at least one contact phone number available and have your energy bills handy. You can also complete an online sign up form and our Customer Service team will promptly action your request.

Our friendly sales staff can also help you with internet and phone.

How do I arrange to get my electricity connected?

You can arrange connection by calling our Contact Centre on 133 914 Please have the full address of your premise, identification, such as your driver's licence number, at least one contact phone number available and have your energy bills handy. You can also complete an online sign up form and our Customer Service team will promptly action your request.

Our friendly sales staff can also help you with internet and phone.

What are my cooling-off rights?

If you change your mind after entering into a contract, there’s a certain period (after you have entered that contract) called "cooling off" in which you have 10 days to cancel the contract, without incurring any fees or charges.

If you cancel a market contract within this "cooling-off" period, the terms of your existing energy contract will apply.

Moving premises

You can relocate your power connection by calling our Contact Centre on 133 914. Please try to give at least three business days’ notice. When you call, have your current account number and full address of the premises you are moving to available.

Faults

What should I do if I have problems with my electricity supply?

If your supply is disrupted or interrupted, or you are experiencing any type of fault or failure, you should contact the faults number on your bill. If you cannot find that number, call us on 133 914 and we will transfer you to your distributor. If you call outside our business hours of 8am-6pm you will be transferred to the National Response Centre.

Feedback

Feedback and Complaints

If you have a complaint relating to our service, please contact us and we will respond quickly and work to satisfy your concerns.

Commander Power & Gas aims to resolve all telephone enquiries and complaints at the initial contact stage. If we are unable to do so, we will notify you immediately and advise you when the matter is resolved. All written enquiries are answered within five business days.

What if I am unhappy with your resolution?

If you feel the matter has not been satisfactorily resolved, please request to have your complaint escalated. If you still believe that your enquiry has not been satisfactorily resolved, you can contact the ombudsman in your state.

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