Frequently Asked Questions

Savant Energy

Frequently Asked Questions

  • BILLS

  • When can I expect to receive my first bill?

     

    Savant Energy issues bills quarterly or monthly, depending on the site, through post or email. Your first meter reading will be done when the next meter reading is scheduled for your area. When you connect to your new property, your first account will be issued within the next month or three-month period. To confirm which one applies to you, please review your welcome pack or contact Savant Energy on 1300 117 376.

    You will receive your account for the establishment fees on your first bill.

  • How can I obtain a copy of my Savant Energy bill?

    Savant Energy bills are sent via post or email. If you would like us to send you a copy of your bill via post, call us on 1300 117 376. Alternatively, you can send a request via email to admin@savantenergy.com.au and we will contact you within three business days.

  • Can I receive my Savant Energy bill by email rather than hard copy?

    Yes, please specify in the Intermediate Sale of Energy Agreement your preference in receiving your energy bill. An eBill is an electronic version of your paper bill which will be sent to your nominated email address. It is safe, convenient and offers you the flexibility to manage your bills at anytime from anywhere.

  • Bill smoothing

    You can smooth out your payments month by month or weekly with periodical payments instead of having to pay it all in one go at the end of your billing period.

    It all depends on what method works best for you: whether you would prefer to make regular payments or make payments as and when you can.

    For payments you have a few options: set up a direct debit with Savant Energy or make a BPAY arrangement with your bank or financial institution.

  • Comparing consumption

    The Australian Government now requires energy retailers to include a bill benchmark on all residential electricity bills. This requirement has been introduced to help customers make decisions about energy usage and to encourage energy conservation. The bill benchmark allows you to compare your electricity usage with others in your community.

  • Why is my electricity bill higher than usual?

    Your energy use-and therefore your bill-fluctuates throughout the year depending on the season. Some explanations for a higher electricity include:

    •  Cold weather – In cold weather most homes use more energy. Your hot water system has to work harder to heat the water, longer showers are common and you’re likely to use room heaters more.
    •  Hot weather – In the hot weather, air-conditioners used to cool homes can increase use. 23°C or higher is the ideal temperature for your air-conditioner as each degree lower can add 10 per cent to the cost of cooling your home. (source: Save Power http://www.savepower.nsw.gov.au/)
    •  Changes in your household – Have people moved into your home? Are you spending more time at home? Do you have any new electricity appliances?
    •  Your account was estimated – If your meter hasn’t been read, we’ve had to estimate your energy use
    •  There was a mistake in reading your meter – Check your current meter reading against the reading on your account. If these readings are higher than the reading on the back of your bill, your meter reading was probably correct. If they are less, then please call us on 1300 117 376.
    •  Your billing period may be longer than your last account – Compare this bill with one from the same period last year
    •  Your appliances (such as your appliance on stand –by power) may have been operating while you were on holidays. If this is the case, you may want to switch your appliances off next time you go away.

  • Where can I find my electricity usage on my bill?

    To find out how much electricity you have used, refer to the front page of your bill. Electricity usage is measured in kilowatt hours (listed as kWh on your bill).

  • What rate or tariff am I on?

    You can find your rate on the back of your most recent bill under ‘charge/rate’. Your electricity tariff is shown on the back of your bill.


  • COMPLAINTS

  • Who should I make a complaint to about my electricity supply, billing or customer service?

    If you have a complaint about any aspect of your energy service or bill the first thing you should do is contact Savant Energy and a trained customer service operator will attend to your call. If you are unsatisfied with the progress of resolving a dispute or a complaint, you may request by phone, email or writing to speak with a member of the Savant Energy management committee for further discussion. At any time, you have the right to refer the complaint to the relevant state energy ombudsman or equivalent organisation. Please see the complaints policy.

    NSW - Energy & Water Ombudsman NSW 1800 246 545
    Queensland - Energy Ombudsman Queensland 1800 662 837
    South Australia - Energy Industry Ombudsman SA 1800 665 565
    Victoria - Energy and Water Ombudsman Victoria 1800 500 509


  • CONCESSIONS, REBATES AND HARDSHIP

  • How do I arrange an electricity concession discount on my Savant Energy account?

    If you are entitled to a concession, visit the relevant government website listed below or please contact us Monday - Friday 9 am - 5 pm on 1300 117 376 to enquire.

  • Am I entitled to a concession?

    Energy concessions and rebates assist eligible people and families with paying their energy bills. Concessions and rebates vary from state to state, please visit the relevant website below to confirm your eligibility and the process involved.

    NSW
    Due to NSW regulations, we are unable to register your concession card details here.

    For more information please visit the NSW Government website.

    Victoria
    For more information, please visit the Victorian Government website.

    South Australia
    Due to South Australian regulations, we are unable to register your concession card details here.

    If you are eligible for a concession, once you receive your first bill from Savant Energy, you can register your concession details by contacting the Department of Human Services (DHS) directly on 1800 307 758 or applying online at the Government of South Australia website.

    Queensland

    For more information, please visit the Queensland Government website.

  • Will my concessions move with me?

    No. Each time you move, you will have to reapply for your concession.

  • Hardship arrangement

    Savant Energy has designed a Hardship Program to assist residential customers who are experiencing difficulties in paying their electricity, gas and water bills. You can find out more by reviewing our Hardship Policy.

    Financial Counselling Australia

    Customers who are having difficulties to pay their bills can talk to a financial counsellor by telephone from anywhere in Australia by ringing the National Debt Helpline on 1800 007 007. Alternatively, you can also visit the National Debt Helpline website for simple step-by-step guides explaining how to fix common debt problems.

    Money Smart Website

    The Australian Securities & Investments Commission has information to help you manage any problems paying your energy bills on their Money Smart Website.

  • How to apply for the Hardship program

    Contact our Customer Service  through email at admin@savantenergy.com.au or call 1300 11 7376 to explain your current payment difficulties. Savant Energy's customer service team will discuss the individual circumstances with clients to gain a clear understanding of circumstances, eligibility, and will respond within 24 hours on an offer of possible payment terms. This will be an initial “capacity to pay” interview.

  • Will anyone else find out I am having difficulty paying my bills?

    No. We value your privacy. Our Customer Service will treat you with respect, compassion and understanding that includes keeping your information confidential and only disclosing or using it in accordance with the requirements of the Privacy Act 1988 and Savant Energy’s Privacy Policy.


  • CONNECTING

  • Do I need to be at home for connection?

    No. As the meters are in a common area, there is no need for a customer to be home for connection.

  • How do I know I have been connected?

    Turn the main switch in your tenancy to the ‘on’ position, and ensure the safety switch is also on. If there is no electricity, turn ‘off’ the main switch and safety switch as connection can occur any time between 9am and 5pm. Once the connection is completed, you will receive a confirmation email.

  • What if I have moved in and the power is not on?

    If you have organised connections and there is no electricity at your new home, please call us Monday - Friday 9 am - 5 pm on 1300 117 376.

    If you haven’t arranged your new connections, please call us Monday - Friday 9 am - 5 pm on 1300 117 376 so we can start the process as quickly as possible for you.

  • Connection Costs

    Connection fees may be applicable.

    If a government, regulator or network distributor varies or introduces a fee, charge or tax, Savant Energy may pass through all or part of this varied or new fee, charge or tax to the customer.

    Please note: priority connections will be charged at a higher rate.

    Please note: If you are renting, and are NOT the owner of the residence, then a security deposit may be required. The security deposit will be returned to you together with accrued interest, if applicable, if:
    • you have made two years of satisfactory payment of electricity accounts
    • electricity is disconnected from your name and all amounts owing have been paid.

    Please contact us to confirm your security deposit amount.


  • CONTRACT

  • Can I get assistance from Savant Energy for quality of supply/reliability issues?

    Yes, we assist our customers where possible. The account managers assigned to your bill will liaise with your network service providers on your behalf to ensure that the best possible quality and reliability of supply is available.

  • What are market retail contracts?

    Market retail contracts are electricity contracts that include minimum terms and conditions prescribed by law. Market retail contracts are sometimes referred to as ‘market contracts’. The terms and conditions of market retail contracts generally vary from standing offer contracts. Savant Energy will provide you a market retail contract when you request the supply of electricity to your premises.

  • What are the other types of contracts?

    Other types of energy contracts include solar contracts available for customers who install solar panels.

  • How often do energy prices change?

    If you are on a standing offer contract, prices should not change more than once every six months. If you are on a market retail contract, the retailer is able to change prices at any time. The retailer is required to notify you of a price change no later than your next bill.

  • When are electricity rates for business customers reviewed?

    Our rates and charges are generally reviewed once a year, with new prices starting from 1 July each year. Savant Energy proposes new rates which are then reviewed and approved by the Australian Energy Regulator as being within the maximum allowable prices. The approved rates are advertised on our website.

  • How are Savant Energy’s electricity rates determined?

    There has been substantial deregulation of the electricity supply industry across Australia over the last 15 years. As a result, the amount that Savant Energy can charge for its electricity is unregulated by the government. As a specialist provider of electricity through embedded power networks, our cost structures are often significantly different to retailers supplying power to a standalone premises. We are of course subject to a competitive market, and understand that our rates need to be competitive in order for us to retain and attract new customers.

  • Why are electricity rates different for business compared to residential customers?

    Businesses generally place a higher load on the electricity system and require more electrical infrastructure to supply them with the electricity they need. This requires more assets and therefore comes at a higher cost.

  • Is your pricing competitive?

    Yes. We offer customised and commercially attractive solutions with competitive electricity prices.

  • What is a standing offer contract?

    Standing offer contracts are basic electricity contracts with terms and conditions prescribed by law. Standing offer contracts are sometimes referred to as ‘standing contracts’. Savant Energy's standing offer can be viewed on our website.

  • How do solar contracts work?

    Solar contracts are available to customers who have installed a solar energy system. However, not all offers that Savant Energy has will apply to you. The connection of a solar power system through an embedded power network is complicated, and in many instances it will not be possible for us to allow the installation of additional solar power systems at certain facilities. We strongly recommend that prior to entering into any agreement for the installation of a solar power system at a site that is contained within an embedded network, you contact us directly to discuss.


  • CUSTOMER SERVICE

  • Customer Service

    Our Customer Service Team is Australian-based, we do not outsource any business processes, including billing or customer enquiries. You can contact our customer service team on 1300 117 376 Monday – Friday, 9 am – 5 pm, (except on public holidays).


  • DEFINITIONS

  • What is Daily Supply Charge?

    A charge that applies for supplying electricity to your premises for each day of the billing period, regardless of how much electricity you use.

  • What a bi-directional meter?

    This is a measurement device calculating the power you use and the power sent back to the grid. The power you don’t use can sometimes be sold back to the grid. This is called the feed-in tariff, a rebate depending on your electricity retailer and state.


  • DISCONNECTION

  • Disconnection

    You can request a disconnection of your electricity supply by sending us an email at admin@savantenergy.com.au and provide us with your new mailing address. A representative will contact you within 24 hours (or next business day) of receiving your application. Alternatively, you can call us on 1300 117 376 to arrange your electricity disconnection.

    Please note you must provide 5 days’ notice when requesting a disconnection.


  • FAULTS AND EMERGENCIES

  • Faults & Emergencies

    If the electricity fails, check to see if yours is the only property affected. If neighbouring properties are also affected, phone the appropriate number for your state as listed 24 hours a day, 7 days a week.

    If the power lines are down, or if anything has fallen on them, keep well away.

    If only your property is affected, first check the mains switch in your fuse box. If a single appliance is affected, check that it is properly assembled and connected. Check the power point by plugging in a hair dryer or table lamp to make sure there is power at the point.

    If you have an electrical fault in your house or with appliances, do not try to fix it yourself. A licensed electrician should do this.

    South Australia
    SA POWER NETWORKS
    13 13 66 (24 hours)

    New South Wales
    AUSGRID (NSW)
    13 13 88

    ENDEAVOUR ENERGY (NSW)
    13 10 03

    ESSENTIAL ENERGY (NSW)
    13 20 80

     

    Queensland
    ENERGEX (QLD)
    13 62 62

    ERGON (QLD)
    13 22 96

    Victoria
    CITIPOWER (VIC)
    13 12 80

    JEMENA (VIC)
    13 16 26

    POWERCOR (VIC)
    13 24 12

    AUSNET (VIC)
    13 20 99


  • FEES, CHARGES AND PENALTIES

  • What is a payment processing fee?

    If you pay with a debit card or credit card, you may be charged a processing fee. Please refer to your invoice for the payable amount.

  • How will I receive my security deposit refund?

    Once your final invoices are paid in full, your energy account will be automatically credited the amount of your security deposit and will appear on your next bill statement. Your refund will appear as a Return of Security Deposit.

  • What is an Account Establishment Fee?

    This is a one-off fee charged at the commencement of a new residential account.

  • What is a Final Read Fee/Disconnection Fee?

    If your property is disconnected (eg when you move out of your property, or move to an alternate retailer) a final read / disconnection fee will apply. This charge covers the cost of the final meter read, an administration fee to close your account and in certain cases will involve the disconnection of supply.

  • What is a Late Payment Fee?

    Applies when you pay a bill after the bill due date. This will cover the cost of the administration required to send reminder notices and to follow up unpaid bills.

  • What is a Reconnection Fee?

    May apply to re-establish the service on all accounts that have been disconnected for non-payment.

  • What is a Cheque Dishonour Payment Fee?

    This applies when a payment is made by cheque but is declined/dishonoured due to insufficient cleared funds in the account from which money is to be withdrawn.

     

  • What is Direct Debit Dishonour Payment Fee?

    A Direct Debit Dishonour Payment Fee may apply if you have set up a direct debit from your account and the payment is declined due to insufficient funds.

  • What is the Supply Charge for?

    The daily Supply Charge covers some of the fixed costs of supplying electricity to your home or business, including the cost of installation and maintenance of electricity meters. Does the supply charge apply even if I have electricity but don't use it? Yes. Our customers who only use electricity seasonally still pay the supply charge, as this covers the cost of maintaining the supply of electricity into your home.


  • FORMS


  • MARKETING ACTIVITIES

  • How do I know it's a legitimate Savant Energy representative door knock?

    Savant Energy operates in an embedded network and will not use door-to-door sales to sign up potential customers.


  • PAYMENTS

  • What payment options are available?

    •   Online
          o   For payments of up to $10,000 you can pay your account online with Visa or MasterCard via our secure online payment service.
          o   You can also pay online using BPAY with your financial institution: Biller Code 53843
    •   Direct Debit
          o   You can set up direct debit payments from your MasterCard® and Visa® credit cards
          o    Fill out the Direct Debit request form from our payment options page
          o    Your bank or credit card account will automatically be debited each month for the amount due on the due date. Our bank will withdraw from your nominated account on a day nominated by us or 13 working days after your bill is issued. This appears on your bill as the due date
          o   To cancel direct debit payments please call us Monday- Friday on 1300 11 SEPN. We are unable to process Direct Debit cancellations online
    •  Credit card – you can pay your invoice by credit card over the phone by contacting us on 1300 117 376

  • How do I pay my bill by credit card?

    You can pay your Savant Energy bill by credit card over the phone by contacting us on 1300 117 376.

  • Can I pay by Direct Debit using my credit card?

    Yes, you can set up direct debit payments from your MasterCard® and Visa credit cards. You can fill out the Direct Debit request form from our payment options page.

  • How do I cancel my Direct Debit payments?

    Please call us Monday- Friday on 1300 117 376 to cancel your Direct Debit payments. We apologise that we are unable to process Direct Debit cancellations online.

  • Can I make frequent payments via Direct Debit?

    We offer flexible payment options to residential and small business customers who’ve been with us for at least six months. You need to have been with us for this period so we can accurately estimate your annual usage – it also ensures estimated payment instalments cover the amount of energy you’re consuming.

    If you accept this payment option then it can’t be used to manage any outstanding debt or to credit manage your accounts. Contact us to find out more.

  • What are my Direct Debit responsibilities?

    To ensure your direct debit continues smoothly, make sure:

    •   you sign and return a completed direct debit form to Savant Energy

    •   your nominated account can accept direct debits

    •   you’ve provided correct account details (check with your financial institution if you’re unsure)

    •   you have enough funds in your account

    •  you notify us as soon as possible of any change of details, such as credit card expiry dates

  • I am having trouble paying my energy bills. What should I do?

    If you are having trouble paying your energy bills, there is help available. The first thing you should do is contact Savant Energy as soon as possible to inform us of your situation. Informing us early can help you avoid paying extra fees, such as late payment fees, and having your supply disconnected. For more info please read our Payment Plan and Hardship Policy page.

    Financial Counselling Australia

    Customers who are having difficulties to pay their bills can talk to a financial counsellor by telephone from anywhere in Australia by ringing the National Debt Helpline on 1800 007 007. Alternatively, you can also visit the National Debt Helpline website for simple step-by-step guides explaining how to fix common debt problems.

    Money Smart Website

    The Australian Securities & Investments Commission has information to help you manage any problems paying your energy bills on their Money Smart Website.

  • Can I have more time to pay my bill?

    From time to time, some of our customers may have trouble paying their bill. If this happens to you, please call us Monday- Friday 9am-5pm on 1300 117 376 find out if you qualify for a payment plan, relief scheme or a government-funded concession.

    Some factors will make your request for a payment extension more complicated, such as:
    •   if the total amount due is greater than $1,000
    •   if you need a payment extension that is greater than two weeks
    •   if you’ve received a reminder notice or disconnection warning from us
    •   if you’ve already requested a payment extension on your current bill.

  • What happens if I don't have enough funds in my account?

    If you know you won’t have enough money in your account at the time of the bill being due, contact us at least three days before the due date so we can alter your direct debit payment date and put an extension on your account.

    If we aren’t notified then the direct debit will still occur as normal. If you don’t have enough money in your account to cover your bill your bank may charge you a fee.

  • How much will the bank charge me if I’ve overdrawn?

    You’ll need to check with your bank. Having enough funds in your account means you shouldn’t be charged these fees.


  • PRIVACY AND PERSONAL DETAILS

  • How do I Change or Update Details?

    If you currently pay by direct debit and wish to change your bank details or alter the frequency or amount of your payment please call us on 1300 117 376.

    Alternatively you can submit a request via email admin@savantenergy.com.au to advise us that you would like to make changes and we will contact you within three business days.

    We take the management of your personal information seriously. Our privacy policy states explicitly how we comply with the Federal Privacy Act. A copy of our Privacy Policy is published here.

  • Does Savant Energy ask for my personal information via email?

    Savant Energy will occasionally email you asking for personal or credit card information – For example, when your credit card has expired. However, if you have doubts regarding an email you’ve received, please contact our customer service team on 1300 117 376.

  • How do I recognise that an email is not really from Savant Energy?

    Hoax emails can often be identified by spotting strange grammar or bad spelling links to websites that aren’t what you’d expect offers that are ‘urgent’ or emails that have attachments.

    However, keep in mind that hoax emails can be well-written and persuasive. Ultimately, if you believe you have received a hoax email or would like to confirm the email comes from Savant Energy, please contact our customer service team on 1300 117 376.

  • Will SEPN ever ask for my payment details over email?

    You should only update your account information with an authorised Savant Energy Customer Care representative over the phone or email. If you receive a suspicious email, please call 1300 117 376.

  • How do I stop energy sales people from contacting me?

    To stop calls from salespeople representing Savant Energy, you can ask to be added to our ‘no contact list’.


  • POLICIES


  • SCAMS AND HOAXES

  • How do phishing or hoax activities operate?

    Often, the way that scams operate involves you being contacted by an individual or company illegally representing that they are from Savant Energy. They may try to gain your personal information by falsely advising:
    •   Your bill is overdue and ask you for credit card or bank account details or you will be disconnected.
    •   You have been overcharged and we need your credit card in order to refund you. If you receive a phone call or email similar to above, requiring financial information, please ignore it.

    If you have provided your details via a website or over the phone, and believe you may have been a victim of fraud, please contact your financial institution immediately.

  • How do I know the person on the phone is not from Savant Energy?

    •   If the person claiming to call on our behalf threatens disconnection of your service unless you provide your credit card details
    •   If you are being offered a massive discount on your bill in exchange for your credit card information

    We will never ‘cold-call’ you asking for your personal details in exchange for tempting-sounding discounts, or threaten you with disconnection if you don’t give us your credit card number. You should hang up on anyone who does.

  • What should I do if I suspect I have been a victim of this kind of hoax?

    If you have already provided your personal information over the phone, or if you have entered it via a website, you may be a victim of a hoax. This is fraud, and you should contact your financial institution immediately.

    If you have any concerns or you are unsure if you have been targeted, please contact us for further advice.

  • Where can I find out more information about scams, or report one?

    SCAMwatch is a website run by the Australian Competition and Consumer Commission (ACCC). SCAMwatch provides information to consumers and small businesses about how to recognise, avoid and report scams. Visit them at http://www.scamwatch.gov.au/Scamwatch.


  • SOLAR POWER - EXCESS POWER

  • What happens to the power I don't use?

    It will exported to the electricity grid where, depending on your retailer and tariff, you may be given a credit towards your electricity bill.

  • How do solar contracts work?

    Solar contracts are available to customers who have installed a solar energy system. However, not all offers that Savant Energy has will apply to you. The connection of a solar power system through an embedded power network is complicated, and in many instances it will not be possible for us to allow the installation of additional solar power systems at certain facilities. We strongly recommend that prior to entering into any agreement for the installation of a solar power system at a site that is contained within an embedded network, you contact Savant Energy directly to discuss.

  • What are feed-in tariffs?

    This is the rate at which you are paid for exporting excess electricity generation back to the grid and is retailer dependant.