Frequently Asked Questions

To roll a new site into your existing SmartestEnergy electricity retail contract, download, fill in and sign the Roll-In Form (Link to pdf form), and email your request to help-aus@smartestenergy.com.au 
If your new site is a Greenfield site please complete our Greenfield Roll In Form (link to pdf form) 

If you are unable to download and complete the form, please email your request to help-aus@smartestenergy.com.au including the below information for the new site. 

Information to include: 

 - Your current contract reference number or the contracted entity name

 - Details of the new site, including

 - NMI or meter serial number

 - Estimated annual usage in Peak, Shoulder (NSW/ACT Only), Off Peak.

 - Required roll in date

 - Your contact details, name, phone and email. 

We’ll check that the volume of the new site is within your contracted roll in tolerance. If it is, we’ll process the roll in request. If it’s over, we will advise you and we may need to provide a new offer for the site. 

To remove a site from your existing SmartestEnergy electricity retail contract, download, fill in and sign the Roll-Out Form (Link to pdf form), and email your request to help-aus@smartestenergy.com.au 

If you are unable to download and complete the form email your request to: help-aus@smartestenergy.com.au 

Information to include: 

- Your contact details (Name and contact number)

- Your current contract reference number or the contracted entity name

- NMI of the site(s) to roll out

- Required roll out date

- What's going to happen with the site(s)? Is someone else taking over, or does it need to be disconnected and meter removed?

- If there is a new occupant or responsible party (new owner or landlord) please provide Contact details for them

- If you require the power to be disconnected, please provide required disconnection date, and site contact details for a person that will be attendance at the site to provide access to the meter (Name and contact number) 

We’ll check if removing the site's volume is within your contracted roll out tolerance. If it is, we’ll raise the disconnection with the network if that is the required outcome and keep you updated. If the site is transferring to another party, we will attempt to work with them to manage the contract change.  

If it’s over your volume tolerance, we will advise you as there may be a contract termination fee applicable for exiting your contract early. 

It is worth noting that the existing contracted entity will remain financially responsible invoices issued for the site(s) until the power is either disconnected or transferred to a new entity or retailer. 

Email your request to: help-aus@smartestenergy.com.au 

Information to include: 

- Your current contract name or number 

- Details of the new contact or contact to be removed (if applicable)

- If you have multiple sites on your contract, please specify which account(s) the change applies to 

If we need to confirm any additional information with you, we will contact the email address provided to clarify.  

Then we’ll update the contact details on your account and send you an email confirmation that everything has been completed.

If you have a new large market (over 100 Amps) Greenfield connection that you need to organise a contract for please download our Greenfield New Connect form, complete all required information and email the completed form to help-aus@smartestenergy.com.au

If you would like to roll a greenfield site into your existing contract, please download and complete our Greenfield Roll-in form.

Once we receive your request, we will contact you to work through the greenfield process. 

Get in touch with our team. We appreciate your feedback and will review your enquiry.

If any improvements are needed, we’ll keep you informed about the actions we're taking.

If you have sold your business/site and the new occupant wishes to take over your SmartestEnergy electricity retail contract. Please download and complete our novation request form and email the completed form to help-aus@smartestenergy.com.au

If you are unable to download and complete the form, please email your request to help-aus@smartestenergy.com.au and provide the below information.  

Information to include: 

 - Your current contract reference number or the contracted entity name

 - Business details of the new owner (Company Name and ABN)

 - Contact Details of the new owner (Name and contact number)

 - Required date of the contract novation

Subject to ‘know your customer’ checks (including credit assessment), we’ll prepare the required documentation and send it to all parties.  

Your rates and any conditions will transfer to the new company from the effective date and we’ll issue a final bill to your account. New invoices will go to the new account owner and we’ll work with them to manage the change.  

There will not be any disruption to the electricity supply, just a smooth transition to the new owners.

You can access and download your meter data 24/7 through the My Account portal. If you need access, please contact us to request your login details and guidance on viewing and downloading your data. 

Steps to extract meter data: 

1. Go to the ‘usage’ section and select ‘export meter data.’
2. Tailor your extract report by:

   - Selecting single or multiple NMIs as needed 

   - Specifying the desired date range 

   - Choosing from three different layouts 

   - Selecting from three interval options (5, 15, or 30 minutes) 

   - Downloading multiple sites into one compressed file 

If you have further questions or need assistance, please contact us using the form below. We'll ensure your contract runs smoothly. 

We currently provide PPAs for solar and wind. 

Yes. Our retail electricity solutions can combine a retail electricity contract with a renewable energy PPA including LGCs purchased from a named renewable energy generation project.

Yes. For customers with 100% renewable energy included in their retail contract, our reporting of surrendered LGCs is designed to meet the requirements of several government led sustainability schemes including RE100, Climate Active, NABERS and NGERS. Additional reporting requirements to support your sustainability objectives can be discussed with your Account Manager.

Yes, please contact your Account Manager and they will provide you a quote for Renewable Energy at the current rates. Due to market movement the rates on your original offer may no longer apply.

Renewable Energy products support the development and ongoing function of renewable energy generators. These renewable generators are a key part of Australia’s emissions reduction pathway.

Including Renewable Energy as part of your electricity contract can help businesses to demonstrate their commitment to ongoing sustainability and decarbonising the national grid. If your business participates in an emissions monitoring or reporting scheme, then it can contribute to your scope 2 emissions outcomes.

Up to 100% Renewable Energy is available for inclusion in all SmartestEnergy electricity offers. Let your Account Manager know that you want to include this in the contract.

GreenPower is a government-accredited scheme allowing consumers to purchase certificates from renewable energy sources. These certificates specifically offset unavoidable carbon emissions by investing in renewable energy generation, unlike general carbon offsets that can come from various projects like tree planting or wetland restoration.

If you experience an electrical outage you will need to contact you network distributor, details of your network distributor and their contact details can be found in the bottom right corner of the first page of your SmartestEnergy electricity invoice. 

Get in touch with our team. We’ll review your enquiry and let you know what actions we’re taking. 

You can find this information on our Contact Us page.

You can access invoice copies via your 24/7 customer portal My Account.