FAQs

Here you’ll find answers to our most frequently asked questions about electricity connections and accounts.

 

If you still have an unanswered question please Contact Us, we’re here to help.

General Account Enquiries

How can I contact the CleanPeak Energy Customer Support Team?

There are a number of ways you can contact CleanPeak Energy. View our contact options and choose the one that suits you.



When is the CleanPeak Energy Customer Support Team available?

The CleanPeak Energy customer support team is available Monday to Friday 8:30am to 5:00pm (Brisbane time) excluding Qld public holidays.

Call 1300 038 069



How can I access an interpreter?

If you need an interpreter, call TIS National on 131 450.



Where is my National Meter Identifier (NMI) number?

You’ll find your NMI on your bill.



General Enquiries

How can I make a complaint?

We welcome your feedback to improve our service to you. If you’re unhappy with the services offered by CleanPeak Energy contact us and we’ll try and address your concerns promptly and fairly. See our Standard Complaints and Dispute Resolution Procedures for more information.



How do you protect my privacy?

We take your privacy seriously. We respect your rights to privacy under the Privacy Act 1988 (Cth) (Privacy Act) and we are committed to complying with the Privacy Act’s requirements for collecting and managing your personal information.

Download and read our Privacy Policy.



What should I do if I have a problem with my electricity supply?

If there is any chance of risk to life, please call 000.

For more information about what to do if your supply is interrupted go to our faults page.



What should I do if there is an interruption to my electricity supply?

Electricity supply disruptions or outages can be caused by local maintenance, floods, storms or heatwaves. In every instance your first step should be to check if the interruption is isolated to only your property or to your neighbours and common areas.

If the disruption only affects your premises, check the switches in your switchboard and ensure that they are in the ‘On’ position. If this does not fix the issue contact your preferred electrician for assistance.

If the outage extends to neighbours outside your complex then contact your local network provider. See our faults page for contact details.



What is an embedded network?

Embedded networks are established to physically combine the electricity supplied to a building from the local distribution network to a single metered point, known as a ‘parent’ meter. The electricity is paid for as one account by the network owner who then onsells it to the individual retail customers. Each individual retail customer is supplied with electricity to their own individual meter through the parent meter.

By combining electricity consumption into a single bill, we can negotiate better retail electricity tariffs than individual tenants can access.

Adding solar power to the building during the day reduces overall grid sourced energy consumption.



What is CleanPeak Solar Connect?

Tenants and owners in our embedded networks can access greener electricity and save through our CleanPeak Solar Connect product. Learn more about the benefits.

Contact us to find out if you’re eligible and how you can save.



Billing & Payments

How often will I receive my bill?

You will be billed on a monthly basis.



How can I pay my CleanPeak Energy electricity bill? What are my payment options?

CleanPeak Energy offers a range of convenient payment options.

Pay now online or choose from our other payment options.



How can I check my account balance?

Contact us and we'll provide you with that information. Have your address and account details handy.



What if I think my bill is too high?

Our billing process is automated and actual meter read data is taken from the system to generate your bill. However, at your request, we will review your bill without any charge.

A customer service representative will review your bill and talk to you about what could be impacting your usage and bill. While we review your bill, you are expected to make part payment or an amount equal to the average monthly billing amount for the past three months. If you’re not satisfied with this review, you may ask for a meter test. If the meter is inaccurate, we will adjust your bill accordingly and there won’t be any charges for the meter test. If the meter is accurate, you’ll need to pay the outstanding amount and meter test charges. The charges for the meter test will be discussed with you.



What tariff am I on?

You can find your tariff on your bill. Pricing information, fees and charges are detailed in our Plan Information Document. Contact us for a copy. Additional fees may apply. For more information refer to the full terms and conditions.



How long is my contract with CleanPeak Energy?

There is no contract length to the service provided by CleanPeak Energy.



What are daily charges?

A daily supply charge is a fee that applies for supplying electricity to your property for each day of the billing period, regardless of how much electricity you use.



What should I do if I’m finding it difficult to pay my bills?

Contact us if you’re having difficulty paying your bill and would like to discuss your options.

We are committed to working with our customers who are experiencing difficulties paying their bill. It is important that you contact us as soon as possible so we can discuss what options exist and ensure that the outstanding balance does not increase as a result of additional fees due to non-payment.


We have a number of available options to assist customers including:

  • payment extensions
  • providing additional information to government bodies who might be able to assist with Rebates, Concessions or provide other assistance
  • links to energy efficiency advice designed to help reduce consumption.



What happens if I receive a disconnection notice for non-payment?

You will receive a disconnection notice at least 7 days prior to the disconnection date. If we do not receive payment by the date shown on this notice, your service will be disconnected.

Once your service has been disconnected, power to your premises will not be restored until payment in full has been received. You’ll also be required to pay a reconnection fee in addition to paying the outstanding balance.

Please note that for same day reconnection, your payment needs to be received before 3:00pm otherwise service will be restored on the next business day.

It’s important that you contact us as soon as possible if you receive a disconnection notice. Some payment methods are not updated in our system in real time so you’ll need to contact us with payment information.



What if my bill is based on an estimated reading?

Small customers with accumulation meters have the right to conduct their own reading of their meter if their bill is based on an estimate. This self-read is known as a ‘customer read estimate’. If you think this applies to you, please contact us to provide a customer read estimate. Where we do not accept a customer read estimate, we will notify you of the reasons for the decision and allow you an opportunity to rectify the self-read.



Connections & Disconnections

How can I sign up for a new electricity account with CleanPeak Energy?

You can register for a new account by completing and returning a customer details schedule. We will then get in touch with you to confirm your connection and account setup.

If you have any questions about registering, please contact our customer support team on 1300 038 069.



When will I be connected?

Connections will occur between 8am to 5:30pm Monday to Friday (excluding public holidays).

Please note:

It is important that you ensure your main switch, along with any sub-main switches inside your tenancy, is in the ‘off’ position.

Reconnection cannot occur if the meter detects that the main switch is not in the ‘off’ position. Connection to your premises will not be possible and additional charges will apply for subsequent requests.



Do I need to be at the premises for connection?

No. You do not need to be at the premises for a connection to occur. However, it is important that your main switch, along with any sub-main switches inside your tenancy, is in the ‘off’ position.

Reconnection cannot occur if the meter detects that the main switch is not in the ‘off’ position. Connection to your premises will not be possible and additional charges will apply for subsequent requests.



How do I know I have been connected?

You can check that you have been connected and have power to your premises by turning the main switch inside your tenancy to the ‘on’ position. Then ensure that all other sub-main switches are in the ‘on’ position too.

If you find that you do not have power then immediately turn the main switch back to the ‘off’ position.

We endeavour to complete all connections by 5:00pm, Monday to Friday (excluding public holidays). In some instances the connection may occur outside of this time.



Why do I need to advise CleanPeak Energy that I’m moving in or out of the premises?

It’s important to advise us before moving in or out of the premises, so that:

  • You are only billed for the consumption for which you have used.
  • We do not disconnect the premises due to unauthorised usage.



I am moving out. What do I need to do to close my account?

Simply fill in our moving out form and we’ll take care of the rest. Please make sure you give us your forwarding address.

If you are vacating your property you can:

  • complete our moving out form OR
  • contact us by phone or send an email from your registered email address, advising us that you’re moving out and want your service disconnected, and we’ll take care of the rest.

A few important things to note:

  • Requests made by email will be processed on the next business day.
  • When we receive a disconnection request our staff will take a final read and issue an invoice. We ask that you provide prompt payment to finalise the outstanding balance.
  • When you leave the premises for the last time, make sure that your main switch, along with any sub-main switches inside your tenancy, is in the ‘off’ position. This will signal that the premises is now vacant and we will arrange the disconnection of power to the premises.
  • It’s important that prior to vacating the premises that you arrange the disconnection of your service by contacting our customer support team and advising the end date, so that you are only billed for the consumption for which you have used.

Current Energy Plans

Mt Gambier Marketplace Embedd Network

View our Energy Plan or Contact us to find out if you’re eligible and how you can join us.



Murray Bridge Marketplace Embedded Network

View our Energy Plan or Contact us to find out if you’re eligible and how you can join us.



Griffin Plaza Embedded Network

View our Energy Plan or Contact us to find out if you’re eligible and how you can join us.



COVID-19 and Supporting Our Customers

How we're supporting our customers and the community

CleanPeak is focused on protecting the health and safety of our people and those in the communities in which we operate. ​ Our solar systems continue to operate, providing renewable and reliable energy at this challenging time. Our technology allows us to remotely monitor our operations and continue to serve our customers. We're also closely monitoring the advice from the relevant authorities and carrying out the necessary planning to help keep our customers supplied. ​ Some of our business customers are facing challenges due to the impact of COVID-19, and we remain committed to offering sustainable and flexible payment arrangements during this time. We won’t disconnect supply without prior customer agreement, and we’re ready to help customers that may need to temporarily suspend their operations. ​ Please feel free to contact CleanPeak Energy on 1300 038 069 if you have any questions. If you need an interpreter, please call TIS National on 131 450.



We've committed to new measures to support our customers

- Offering flexible and sustainable payment arrangements to customers that may be in financial stress - We won't disconnect customers in financial stress without their agreement - No credit default listing for customers in financial stress - Help customers that may need to temporarily suspend their operations