Active Utilities Retail Energy

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Active Utilities is one of Australia's leading embedded networks (EN) providers. An EN is a distribution network for utilities in multi-tenanted buildings or complexes. Large buildings or complexes can choose an EN for the purchase of utilities at wholesale or bulk rates. They can then sell the utilities to the tenants in the complex. 

Active Utilities caters to both residential and commercial properties. Depending on what the building or complex has opted for, customers can purchase electricity, internet, water, bulk hot water, telecom, centralised heating or cooling, and solar electricity. A tenant in the EN can choose to buy electricity from any other retailer in the market, but will still be charged network charges by Active Utilities as a member of the EN. 

Signing up for an Active Utilities connection

It is easy to sign up for Active Utilities by visiting the website and clicking the ‘sign up’ button. It is then possible to either register as a new customer or to add more services to an existing account. You need to enter some basic details explaining if you are a commercial or residential customer and the address of your site. 

Suppose your building or complex does not allow tenants to opt-out of certain utilities such as bulk hot water or centralised heating and cooling. In that case, the service will be automatically allocated to your account, which will be reflected in your invoice. Customers also have the option to disclose if any medical or life support equipment is on the site. Most customers have indefinite period contracts for electricity, water, and climate control, but can choose between fixed-term and indefinite period contracts for telecommunications. 

After choosing the utilities and options which suit your needs, you can finalise your account and connection by entering personal details, billing details, and agreeing to their terms and conditions. Customers can have their connection up and running on the same day as their request by paying a higher connection fee. In most cases, customers do not have to be home for the connection, and Active Utilities will make a specific appointment if special access is needed to the site. If you have requested a connection and do not plan to be home, make sure to leave the main isolation switch in the OFF position for safety reasons.

Disconnecting an Active Utilities connection

If you would like to terminate your connection because you are moving to a different site or want to change providers, you must inform Active Utilities at least three days in advance. Let them know the date when you would like to terminate your contract. This is to give them enough notice to get a final reading for your account and to inform you about any special requirements specific to your case. Keep in mind you’ll have to pay right up until the disconnection, even if you have vacated the premises before that.

In rare cases, Active Utilities can disconnect one or more of their services to you with or without notice. To avoid this, you must pay your bills on time and communicate clearly if you have financial hardships that prevent you from paying your bills on time. In most cases of service disconnection, Active Utilities sends the customer a ‘service interruption notice’ 10 days before the disconnection allowing the customer to complete the pending payments. In some cases, Active Utilities may consider delaying the disconnection if the customer or someone in the household has a severe illness or disability, which may worsen due to the disconnection. If this occurs, it is best to contact Active Utilities and explain your situation.

Customers whose connection has been wrongfully disconnected are eligible for compensation in accordance with the Wrongful Disconnection Policy of the Essential  Services Commission. Following a service disconnection, the customer would have to contact Active Utilities and meet certain reconnection requirements to restore service. The customer would also have to pay a reconnection charge, and under certain circumstances, the reconnection may be refused.

Your Active Utilities invoice, bill payment, and customer portal

Active Utilities bills its customers monthly. The billing date depends on the address of your site, but will be around the same time every month. The payment is usually due between 14 and 21 days after the bill is generated. Payments after the due date may result in a late fee or disconnection, so it’s best to make sure you pay on time.

The customer portal is your way to access and manage your account easily and via the internet. It allows you to view your telecom, electricity and fixed service usage. This is a great tool to track your usage if you are looking for ways to reduce your monthly bills.

In the ‘Unbilled’ tab in the customer portal, customers can view their utility usage to estimate the upcoming bill. Customers can view their internet data usage statistics to help them optimise their consumption.

Customers can use the ‘Statements’ tab in the customer portal to see all their issued invoices for the previous three years. Here customers can compare previous bills to understand how their usage impacts their bill at the end of the month.

Do remember to keep your personal details up to date using the ‘Personal details’ tab in the customer portal so that you receive accurate bills on time.

Active Utilities offers customers multiple different payment methods. The direct debit option offers customers the peace of mind of not forgetting to pay the bill. Customers who prefer to pay their bills manually can choose to do so by phone, electronic funds transfer, or by sending a cheque or money order by mail. It is important to account for the processing delays when paying by cheque, money order, or by electronic funds transfer. Customers can also make payments using their Visa or Mastercard through the payment gateway in the customer portal. If desired, customers can view details of their payments for the previous three years using their online portal but must remember that there could be a delay of up to five days before a payment is shown in the online portal.

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