From Friday 6th November, Electricity services will no longer be available for sale via Commander Power & Gas (CPG).
Whilst we will not be connecting new customers or customers moving premises, we will continue to support our existing electricity customers at current locations.

Understanding Electricity

What is a NMI or MIRN?

Your property has a unique National Metering Identifier (NMI) number identifying it on the Australian electricity network. You can find this on your current electricity bill. 
Your MIRN is a unique number used by gas suppliers to identify your meter. It stands for Meter Installation Reference Number.

What is supply charge?

Your supply charge is what you pay to an energy retailer for supplying electricity and gas to your premises. It is not related to how much energy you use. The supply charge may vary depending on your distributor. The charges covers the cost of maintaining and operating your electricity or gas network.

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.

How do I exchange my meter? – NSW & SA

Meter exchanges
For customers in New South Wales and South Australia

At Commander we can complete a meter exchange or upgrade, though we don’t complete new meter installations at new sites.

When you have a meter exchanged there are physical changes at your property which can cause an interruption in your energy supply. Generally, changes are complete within an hour for simple exchanges.

All replacement meters will be interval “smart” meters, which’ll record your usage every 30 minutes and generally provide that information to Commander daily.

Benefits of having a smart meter
  • More accurate meter reads; reducing the potential for estimated usage reads
  • More detailed information; you’ll have access to information which can help understand when you’re using electricity during the day so you can manage your energy use at home
  • More options; you can change the way you’re billed to an alternative (available) tariff, so you can decide to use appliances like dryers and dishwashers at off peak times, when the cost of energy is cheaper
Reasons your meter might need to be exchanged

There are triggers that require your meter to be exchanged, such as your meter reaching its end of life, because of a fault, or if you install a solar system.

  1. Meter fault

    Your meter provider will contact us if your meter is not working correctly and needs to be replaced.

    We’ll contact our preferred metering coordinator and ask them to replace your meter at no cost to you. Commander, or our metering coordinator, will contact you to arrange an appointment or within 15 business days have the work to be completed of receiving appropriate notification.

    If you have an older site which no longer meets the current safety requirements, or there needs to be work carried out before the meter can be installed, we or the metering technician will advise you of the concern and ask you engage an electrician to carry out rectification works.

    Important: If a meter is found to be faulty and/or not providing accurate readings, if required, your previous reads will be revised and adjusted for the difference. The meter provider will undertake this and provide the adjusted reads to us to reissue your bills.

  2. Meter upgrade

    When you install a solar system or go from a single phase to three phase supply, you generally require a meter upgrade. Your solar installer or electrician will advise you if you need to be upgraded.

    You or your solar installer/electrician will need to send in a work request form to us, which your solar installer/electrician will have access to. If the paperwork has all the required information supplied, we’ll start your meter exchange process.

    Important: The submission of the work request will be deemed as receiving consent.

    If there are changes required to your original request we’ll let you know so you can reconfirm your consent for the upgrade to proceed.

    You’ll be contacted by Commander or directly from your distributor to schedule the meter exchange within 15 business days of receiving your consent for the meter upgrade, or on a date outside this timeframe if you require it.

    Important: If we’re unable to make an appointment with you, we’ll replace the meter within 15 business days of receiving your consent. You’ll receive a “Planned Interruption Notice” from us or our metering coordinator with a minimum of four (4) business days’ notice of the scheduled exchange date.

Timeframe exceptions

If one of the below occur, the above timeframes won’t apply, and we’ll inform you directly that there’s been an issue:

  • You haven’t entered into an agreement with us for the meter to be installed;
  • The meter at your property is not accessible, safe, or ready for the meter to be exchanged;
  • Installing the meter requires interrupting supply to another property;
  • You haven’t met the conditions that are required of you under your connection contract with your distributor;
  • You've entered into an aggregated agreement with us that says the timeframes don't apply;
  • Augmentation is required for the purposes of the connection alteration and has not been completed; or
  • The meter is part of a retailer planned meter deployment or for a new connection.
  • Remote & Rural sites will be attended to within the 15 business day rule on the proviso qualified technicians are available, we will discuss any concerns at the time of the notification.

If one of these issues have occurred, it’ll need to be corrected before we can process with the meter upgrade. When we’ve been notified that it’s been fixed, we’ll arrange for the meter upgrade to start again within the standard timeframes.

Questions?

To find out more about meter exchanges, you can contact us 133 914.

How can I obtain Basic Plan Information Documents (BPID) & Victorian Energy Fact Sheets (VEFS) for my current electricity account?

If you would like a copy of your BPID or VEFS, email us at [email protected]. Please include your account name, supply address and business name (if applicable) in the email.

Information about my Bill

How will I receive my bill?

You can receive your bill 

  • Electronically – you will be sent an email with your invoice attached. There are no fees for eBills.
  • In the mail – you can choose to receive a printed bill, however, there is a printed bill fee applicable (except in NSW).

Click the link for additional retail charges

Is GST included in my bill?

GST is included in your gas and electricity rates; the GST amount is mentioned separately.  There may be instances when GST is not included such as $ credits.

Why have I got an estimated bill?

If you don’t have a smart meter that can be read remotely, your meter needs to be read in person.  Sometimes, the meter reader may have issues accessing your meter. This usually happens if your meter has been installed indoors, is behind a locked gate or is guarded by a pet pooch.
The best way to avoid an estimated read is to make sure there’s always easy and safe access to your meter.

What is an actual read?

If you have a smart meter, the bill you receive will be based on an actual read. If you have a basic meter, the bill you receive will have either an actual or an estimated read. In most cases your meter reading will be based on the actual amount of electricity used. However, if your meter cannot be accessed or read, you will receive an estimate.

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

If you have received an estimated bill, you have a choice of 3 options

  • Special Meter Read – we will reconcile the difference between the estimated & actual read to ensure that you only pay for the energy you have used over the billing period.  There may be a charge associated with a Special Meter Read.  
  • Next Bill – wait until your next bill.  The actual meter read will be reconciled with the previous estimated read, ensuring that you only pay for the energy consumed.
  • Photo of the meter reading – please email a photograph of your meter reading to [email protected]  Ensure that you have provided us with your name (as on your energy bill) and the account number.

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 374 757 (from 8am to 7pm 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 is a special meter read?

A special meter read is a read by appointment. You can organise a special meter read by contacting us on 1300 012 726 (Monday – Friday, 8am – 7pm AEST). You will be charged a fee for this service.

Click the link for additional retail charges

What are my options if I do not agree with the amount due?

If you’d like to discuss the amount due on your account, call us on 1300 012 726 (Monday – Friday, 8am – 7pm AEST) at least three business days before your direct debit is due.

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.

Paying your bill

What are the ways I can pay my bill?

There are several convenient ways that you can pay your electricity account.  Choose from the following options.

  • Direct debit is an easy way to ensure that your bills are paid on time and guarantee your pay by due date discounts (if applicable).  You will receive your bill to review before the payment is automatically deducted.
  • By phone (133 194) using a credit card
  • BPAY – use the biller code and reference number on your bill
  • In person at any Post Office (ensure you take the last page of your invoice which has the bar code)

Some payment channels attract a transaction fee. Click the link for additional retail charges

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

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.

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 business days to cancel the contract, without incurring any fees or charges.

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

Moving premises

From 6th November 2020, Commander Power & Gas will no longer support relocation orders for existing customers.

You will have the option to relocate your power connection by migrating to one of our sister brands that still supply Energy services. For more information, call our Contact Centre on 133 914.
Please allow at least three business days’ notice and ensure you have details of your current account number and full address of the premises you are moving to, when you call.

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-7pm 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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