Frequently Asked Questions
Got questions? We’ve got answers! Take a look at our most asked questions below and find the information you’re looking for.
If you don’t register your details or get in contact with us within 14 days from your move-in date, your electricity service may be disconnected.
You’ll receive a monthly bill from us in line with your billing cycle.
SUPA Energy customers with eligible Healthcare, Pension, or other state government-issued concession cards may qualify for concessions on their energy bills. Please find below more detailed information about your state:
VIC
SUPA Energy is a non-mains energy provider which means you may be eligible to claim the Non-Mains Energy Concession. Please contact the DHSS for a rebate application. An account statement can be provided to you by SUPA Energy to be submitted alongside your rebate application.
Please head to https://services.dffh.vic.gov.au/energy for more information or contact our local customer service team at 1300 761 390 if you require further details or assistance with your rebate.
NSW
If you’re eligible for the rebate offered by the Government of New South Wales, you will have to submit an Online Application Form available at Services NSW website. An account statement can be provided to you by SUPA Energy to be submitted alongside your rebate application.
Please head to https://www.service.nsw.gov.au/services/concessions-rebates-and-assistance, or contact our local customer service team at 1300 761 390 if you require further details or assistance with your rebate.
QLD
You can check your eligibility by visiting the Queensland Government Department of Energy and Water Supply website www.qld.gov.au/community/cost-of-living-support/concessions/energy-concessions/residential-homes-rebates
Nothing! Once you have registered via online form our customer service team will create your account. Keep an eye out for the Welcome Pack we’ll send to the email address provided in the registration form, as well as your monthly invoices from us.
SUPA Energy is a progressive full-service utility providing affordable and sustainable energy and mobility solutions. Part of Smart Urban Properties Australia (SUPA), Australia’s first unified converged services partner, we’re focused on making essential services better and more affordable for Australians.
An embedded network is a localised and privately-owned electrical network within a larger electricity distribution network. The embedded network is separately metered for all common areas and individual lots and connected to a common electricity supply sharing the same electrical infrastructure.
There are considerable benefits to owners and tenants in the form of transparent discounted electricity, easier management of electricity situations, Power of Choice and opportunities to further reduce costs by introducing energy saving measures. An embedded network essentially converts the entire development into one large customer on the grid, in order to buy power in bulk at reduced market rates, so can therefore minimise the impact of any future electricity price increases.
SUPA Energy uses contemporary digital electricity meters to establish our billing charges. Digital meters are very different from the former analogue rotating disc meters, which always had a starting balance and meter readings taken approximately once every 90 days.
In contrast, digital meters take energy usage readings every 30 minutes. These readings are then sent remotely to SUPA Energy to track your total energy used in that billing period.
This method of calculating usage means that your bill will be much more accurate and always start with a zero read.
Your power will be connected on the day you've designated as your move-in date on your sign-up form. While we can’t provide an exact hour for the connection, it will be completed prior to 6:30 PM on a weekday. Please note if you have registered on a weekend, your power will be connected the following Monday.
You can locate your NMI in your welcome pack or on the second section of your invoice.
Please complete the move-out form available on My Account to let us know when to disconnect your SUPA Energy services. Once you submit this form, you can expect to receive a final invoice covering charges up to your move-out date.
We know that from time-to-time, customers may find that they're unable to pay their bills. If this is the case, please reach out to our dedicated customer service team who can discuss the options available to you and help establish a payment plan those best suits your circumstances. We’re here to help.