Customer support

Buying or moving into a new site for your business? Make sure you contact us to roll it into your contract.

Email your request to: [email protected]

Information to include:

• Your current contract name or number
• Details of the new site, including NMI and estimated annual usage
• Requested roll in date
• Your contact details

What happens next:
SmartestEnergy will confirm that the volume of the new site is within your contracted roll in tolerances. If it is, then we will prepare the new documentation for your signature. If it’s over your contracted threshold then we may re-quote for that site to allow for market movement.

Selling or moving out of a site? Consolidating your business activities? If you need to remove one or more of your sites from your SmartestEnergy contract, we can help you work through the process.

Email your request to: [email protected]

Information to include:

• Your current contract name or number
• Details of the sites to roll out
• Requested roll out date
• What's going to happen with the site(s)? Is someone else taking over, or does it need to be deenergised?
• If the site is transferring to a new owner, or back to the landlord, then we will need their contact details
• If the site is to be disconnected, then we will need to know the disconnection date
• Your contact details

What happens next:
SmartestEnergy will confirm if removing the volume of the exiting site is within your contracted roll out tolerance. If it is, then we will prepare the new documentation for your signature. If the site is transferring to another party, then we will also work with them to manage the contract change.

Add a new email recipient, change the company’s decision maker, or remove someone from the invoice delivery list; your business is dynamic and keeping your contacts up to date is important to make sure that the right person gets the right information.

Email your request to: [email protected]

Information to include:

• Your current contract name or number
• Details of the new contact or contact to be removed
• If you have multiple sites on your contract, please specify if the change applies to some or all your accounts

What happens next:
If we need to confirm any additional information with you then we will contact the email address provided to clarify. After, we’ll update the contact details on your account and send you an email confirmation that everything has been completed.

If you require a new supply installation at one of your properties, please contact us to discuss your requirements.

Email your request: To your Account Manager

Information to include:

• Your current contract name or number
• Requested start date
• Estimated usage volume
• Contact details for your electrician

What happens next:
Adding a new supply can be a complicated process, but our team will work through with you at every step. After we receive your request, we will call you back to work through the process.

We love hearing from our customers about their experience with SmartestEnergy. If it has been good then we can celebrate our team’s work, and if it’s not been satisfactory, we can work out ways to improve.

Submit feedback: Use the form at the bottom of this page to submit feedback.

Information to include:

• Your current account name or number
• What area of our service you want to provide feedback on e.g. billing, account management, making payments
• Your comments
• Your preferred contact details

What happens next:
All feedback is reviewed by our customer service team and discussed with the related staff or management team. Where we have work to do, we will contact you to let you know about the resolution. If we need additional information, we will contact you via you preferred contact method.

Businesses get sold, change their names and change structure, so if you have a business change to notify us of, simply get in touch to request our contract novation form to make changes to the contracting entity in our contract.

Email your request: To your Account Manager to request a contract novation form

Information to include:

• Your current account name or number
• Business and contact details of the new owner
• Required date of novation

What happens next:
Subject to ‘know your customer’ checks (including credit assessment), we will prepare the required documentation and send it to all parties to complete the execution process. Your rates and any conditions will transfer to the new company from the effective date. We will issue a final bill to your account, and new invoices will go to the new account details. There will not be any change to the electricity supply, just a smooth transition to the new owners.

As the contract is transferring to a different entity, we will also work with the new contacts to manage the contract change.

This is a self-serve option through My Account, allowing you 24/7 access to this data. If you need access to My Account please contact us to request your login details and demonstrate how to view and download your data.

What happens next:
In the ‘usage’ section, select ‘export meter data’ you are able to tailor your extract report to your requirements, e.g.:

• Select single or multiple NMIs as appropriate
• Specify your required date range
• Select from three different layouts
• Select from three different interval options (5, 15 or 30 min)
• Opt to download multiple sites into one compressed file

If you can’t see the information that answers your questions in the FAQ above, please contact us using the form below to outline your business needs or questions, and we’ll work with you to ensure your contract runs as smoothly as possible.