Help & Support
We're here to assist you! Explore the resources below to find the information you need.
Frequently asked questions
Got questions? We’ve got answers! Take a look at our most asked questions and find the information you’re looking for – Click here
Concessions and grants
Applying for Concessions
As a SUPA Energy customer, you’re part of an embedded network, which means you might be eligible for an energy concession. A number of concessions are available to eligible households in each state to assist them in making essential services more affordable. These concessions are most commonly available to customers holding an eligible Healthcare, Pension, or other concession card issued by the Department of Health & Human Services. For more information on concessions and benefits, click on the respective state and visit your state government’s website:
To apply for a concession, please contact the SUPA Energy team and we can provide you with the required concession forms by email or post.
Federal Government Energy Bill Relief Fund
To help ease the cost-of-living pressures and to directly offset energy costs, the Australian Government is providing $3.5 billion in electricity bill relief for eligible households and small businesses during the 2024-25 financial year. All Australian households will receive a $300 rebate from the Energy Bill Relief Fund to help with costs in the new financial year. State and territory governments will administer the rebates.
If you hold a SUPA Energy account and live outside Queensland, please apply for your National Energy Bill Relief rebate directly with your state government.
For more information on how the energy bill relief for embedded energy households works in your state, please refer to the following websites:
VIC: https://compare.energy.vic.gov.au/embedded-networks
SA: https://www.sa.gov.au/topics/care-and-support/concessions/household-concessions/energy-bill-relief
For additional information on the National Bill Relief Fund, visit https://www.energy.gov.au/energy-bill-relief-fund
Payment Assistance
If your facing challenges in managing your bill payments or need an extension on your current bill, we encourage you to reach out to us as soon as possible. Our support team can arrange a personalised payment plan, whether it be weekly or fortnightly tailored to the amount owed. Your communication allows us to work together in finding a solution that suits you best. Call us on 1300 761 390 or email us at support@supaenergy.au to arrange a payment plan.
Financial Support
- Managing your energy costs: Set up your monthly budget in Notify me so that you can keep track of your budget and energy bills. To set up the notification log into My Account and set a monthly budget that works for you.
- Energy savings tips: Find tips on how to save on your electricity bill here
- Flexible Payment Options: We offer Direct Debit and other payment options to help you manage your electricity bills. To update your payment details, log into My Account
Complaints
SUPA Energy strives for an exceptional customer experience, which is why we want to hear about any concerns you may have so we can work to resolve them.
What to expect
At SUPA Energy, we’re here to support you.
We value our customers, and we take your concerns seriously.
We are committed to resolving your issue as quickly as possible.
While we don’t receive many complaints, your feedback helps us improve.
How to raise your concern
If you have a complaint, you can raise it by emailing complaints@supaenergy.au. You can also call us at 1300 761 390 or write us at SUPA Energy – Customer Complaints – PO Box 429, South Melbourne VIC 3205
Rest assured, your concern will remain private and confidential.
What we need to help you
It’s important that we can identify you as one of our valued customers to help resolve your concern, so when you reach out, please provide your SUPA Energy Account Number, Invoice Number, Supply Address or Meter Identifier. Describe your concern to us and your preference as to how to resolve it.
How long will it take to resolve a concern?
Most concerns will be resolved at the time they’re raised, but please allow up to 5 working days. If your concern is complex it may take longer, but we’ll keep you updated on the progress.
How else to raise your concern?
While we hope to have the opportunity to resolve any issues raised, all our customers have the right to contact the Energy Ombudsman at any time for independent advice and assistance.
Your local Ombudsman operates Monday to Friday during normal business hours, and you can find their contact details below.
Australian Capital Territory
ACT Civil and Administrative Tribunal
Mail: GPO Box 370, Canberra ACT 2601
Phone: (02) 6207 1740
Fax: (02) 6205 4855
Email: ewcomplaints@act.gov.au
Web: www.acat.act.gov.au
Victoria
Energy and Water Ombudsman Victoria
Mail: Reply Paid 469, Melbourne VIC 8060
Phone: 1800 500 509
Fax: 1800 500 549
Email: ewovinfo@ewov.com.au
Web: www.ewov.com.au
New South Wales
Energy and Water Ombudsman NSW
Mail: Reply Paid 86550, Sydney South NSW 1234
Phone: 1800 246 545
Fax: 1800 812 291
Email: complaints@ewon.com.au
Web: www.ewon.com.au
South Australia
Energy and Water Ombudsman SA
Mail: GPO Box 2947, Adelaide SA 5001
Phone: 1800 665 565
Fax: 1800 665 165
Email: contact@ewosa.com.au
Web: www.ewosa.com.au
Queensland
Energy and Water Ombudsman Queensland
Mail: PO Box 3640, South Brisbane QLD 4101
Phone: 1800 662 837
Fax: (07) 3087 9477
Email: complaints@ewoq.com.au
Web: www.ewoq.com.au