Frequently asked questions about Energy Online

Customer Surveys

How do I know if this is for real?

EOL sends occasional surveys to its customers. Sometimes we use an online customer research panel called ‘Plugged In’.

If you receive a survey from this is legitimate research being carried out by our research team. Our research team love feedback so we can help improve EOL for you!

Click here to see an example of a survey invite we send to customers. If you’re still feeling a little uncertain about the legitimacy (and we hope you’re not) you can contact [email protected]

Pay a bill

How can I pay my power bill?

You can pay your Energy Online bill in different ways. Our Mobile App, Online via My Account, by credit card or even snail mail, and what’s more you’ll receive a 20% prompt payment discount when you pay your electricity and natural gas bill on time and in full. Please check our payment methods for your home or our payment methods for your business.

My bills are all over the show. What’s going on?

To help you understand any fluctuations in your power bills, we’ve put together a list to highlight the most common reasons why your bill can change. Take a look to see if any of these apply to you:

  1. Is any money owing from a previous bill?
    If you didn’t pay the full amount of your last bill, the remainder will carry over to your next one – and continue to do so if you don’t pay the full amount each month.
  2. We gave you an estimated meter reading
    We can't always gain access to your meter. At these times we ‘estimate’ your property’s energy usage based on previous meter readings.
    Once we get an actual meter reading, we’ll adjust the bill accordingly, or you can call us on 0800 086 400 with your actual meter reading
  3. Longer billing period
    Power bills rarely cover the same exact number of days per billing period. So if you notice a small variation, this could explain it.
  4. There was a price change
    Prices do change from time to time. If this is the case, we will have let you know at least 30 days in advance. You can check your current bill to see if your prices have recently increased.
  5. Change in the seasons
    As well as being a good conversation topic, the weather can have a big influence on your energy usage. Air conditioning will boost your energy usage in summer, while the short days and colder temperatures in winter mean you’ll spend more time with the lights, TV, computer, clothes dryer or heaters on.
  6. Changes within your home or business
    The more people you have in your home or business, the more energy you’re likely to use. Bringing different appliances into your home or business can also increase your energy use.
  7. You’ve been using appliances that consume more energy
    You might be surprised at how much energy some home appliances use. For more information on their usage, take a look at the manual, the manufacturer’s website or its ‘energy efficiency’ label. You’ll find the power rating printed on the back of many appliances, or sometimes underneath . If the appliance doesn't have an 'energy efficiency' label, look for a label on the appliance which tells you how many watts it uses each hour. You'll then be able to convert watts into kWh (number of watts ÷ 1000 = number of kWh {kilowatts}) and work out how much it costs per hour based on the kWh charges from your bill.

Can I pay my bill in regular instalments?

That would be a yes. Reliabill Direct Debit allows you to pay your bill by weekly, fortnightly or monthly instalments. For more information look at our payment options for home or business.

Prices and Plans

Where can I find electricity and gas prices?

These are all set out in our prices page.

Am I on the right pricing plan?

Take a look at our price plan check page.

How do I switch to become an Energy Online customer?

You can sign up online in under five minutes here.

Moving Home, switching and other fun stuff

Moving house. Most people would rather give themselves paper cuts and pour lime juice into them. But we try to take a bit of the pain out by making switching easy.

Switching to Energy Online. Do I need to tell my existing energy supplier?

Don’t worry, we’ll do the awkward bit. We’ll tell them for you and they’ll send you a final bill. Your Energy Online account will start from the date of that final bill.

How long does it take to switch energy supplier?

It depends on whether you’re switching electricity or gas:

Electicity switches are usually completed within 10 working days, gas switches can take up to 23 working days. You should receive your first Energy Online bill within 4 to 6 weeks of signing up.

What do I do if I'm moving home or business?

  • You can arrange your home move online here
  • For business, email us and we’ll take care of the rest

My Account

What is Energy Online My Account?

Our handy online service helps you check your account balance, view your energy bills and more, 24/7. Log in to My Account here

How do I register for Energy Online My Account?

It’s simple and free. Register to Energy Online My Account here to get all your accounts and details online.

How do I reset my password in Energy Online My Account?

Please go to My Account and click the 'forgot password?' link to reset your password.

How do I login to the Energy Online Mobile App?

In order to login to the Energy Online mobile App you need to be registered for My Account. It’s simple and free. Register for My Account here.

If you have forgotten your password, please go to Forgot Password.

Once you are registered for My Account, please enter your e-mail address and password in the App to login.

If you are still not able to login, please contact us on 0800 086 400 or [email protected].

Mobile App - Refer a friend credit

How does this work exactly?

It's actually really easy. Login to our Mobile app, click on the right hand side top tab with the   icon where your customer information is. On the first link you will see a button called Invite friends. Here you can share a unique link that your mates will need to use to sign up to Energy Online via Social Media, text or e-mail. This way we can identify you as the referrer and apply your $50 credit.

You need to be an Energy Online customer with a My Account login in order to login to the App. You can register here.

Is there a limit on how many mates I can refer?

You can refer as many mates as you wish, there is currently no limit. So go crazy!

New customer: I have received a link from my mate to sign up, what do I do now?

All you need to do is fill in the sign-up form on the link that was shared with you. We will manage the entire process from there and let you know once you are an Energy Online customer. We will also automatically apply the credits to your account.

I've just joined Energy Online, can I share this with my mates too and quality for more $50 credits?

Yes of course, all you need to do is register for My Account once you have your customer number (you will receive this in your welcome e-mail). Once you are registered, you can download the Energy Online Mobile App in the Apple iStore or Android Playstore and login using your My Account details.

I still have some questions, who can I talk to?

Please give us a call on 0800 086 400 or [email protected], Monday to Friday 8am to 6pm.

Reading Meters (in human speak)

How do I read my meter?

Your meter shows different sets of information. Find out how to read it for your home here and for your business here.

How often is My Meter read?

We aim to read your meter every second month, so your bill is based on actual consumption.

How do I enter a meter reading?

Enter your reading online here, or call us on 0800 086 400.

Looking for something else, like bottled gas?

What's the easiest way to order a bottle refill?

The quickest way to reorder your bottled gas is through our new Energy Online Mobile App. If you are an existing Energy Online gas customer, the App allows you to simply order your bottled gas anytime, from anywhere in just two easy taps.

How can I make my bottled gas delivery go smoothly?

Please make sure trees are trimmed for the delivery truck, the access way is clear, and the ground is firm and non-slippery as the bottles are heavy. You don't need to be at home for the delivery but if you have any potential delivery issues like dogs or locked gates, please provide us with this information. We will give you a heads up the night before we expect to deliver your gas bottles with a text message. Deliveries will not be made if there is a health and safety risk to the delivery drivers. If you'd prefer that we don't notify you of your delivery via a text message, please contact us to advise.

Please note if there are currently no 45kg gas bottles connected at your service address, a gas fitter will be required to attend the site to connect bottles after your delivery has taken place. If you currently have empty bottles connected, Energy Online will deliver and connect your replacement bottles however these will be left turned off. For your safety, please ensure all appliances which use gas are turned off prior to turning your new bottles on.

What happens when I order bottled gas?

Most homes have two gas bottles so when the first bottle is empty, you order a new one. We exchange the empty bottle for a full one delivered within an average of four working days. Your automatic regulator switches supply to the full bottle so that you still have gas while you wait for your order.

Please note if there are currently no 45kg gas bottles connected at your service address, a gas fitter will be required to attend the site to connect bottles after your delivery has taken place. If you currently have empty bottles connected, Energy Online will deliver and connect your replacement bottles however these will be left turned off. For your safety, please ensure all appliances which use are turned off prior to turning your new bottles on.

How do I know that my gas bottle has been delivered?

When a bottle has been delivered there will be a delivery card left in your letterbox or on your bottles telling you when and how many bottles have been delivered.

How long do my 45kg gas bottles last?

Consumption will vary depending on factors such as how many appliances you are using and how often. Below is a guide for typical residential bottle usage per year.

Application Bottles per year
Home heating only 6-9
Hot water 2 people 4-6
Hot water 4 people 6-9
Hot water 6 people 9-12

What do I do if a gas appliance doesn't work?

Firstly, check the regulator on top of the bottles to see if your bottles are empty. If there's still gas in at least one of the bottles, check to make sure your bottles are turned on and check your appliances for basic errors such as a pilot light having gone off. If you want to know more about how your gas bottles work, click here. If there's no obvious explanation, call your gas fitter.

Why do I have more than one 45kg gas bottle?

One bottle provides the main supply and the other provides extra gas when needed due to increased demand from your appliances. It's important that all gas cylinders are left turned on for your appliances to work efficiently.

Even though both bottles are turned on, you will not run out of gas any quicker, as your appliances will not continuously draw gas from both bottles.