Frequently Asked Questions
Why is my electricity bill high?
What if I can"t pay my bill on time?
How do I set up a new Service?
How do I report a service outage?
Who handles questions about my account?
How do I restore a disconnected service?
How do I know my meter reading is inaccurate?
Someone at my location uses life-sustaining electrical equipment.
How can we receive top priority in an outage?
Why is my electricity bill high?
Even with stable rates, your bill could vary because:
- weather conditions cause more air-conditioning use
- air is escaping or your location is not properly insulated - keep doors closed and investigate thermal insulation options
- you are using more energy than you realise - try checking the thermostat and ensuring appliances are turned off when not in use.
If you're still unsure about a high bill, Contact us for help.
What if I can't pay my bill on time?
Contact us as soon as possible. Special conditions apply to restoring a disconnected service, including full account payment. Additional costs may also be incurred if your service is disconnected.
How do I set up a new Service?
Make sure you allow 3 business days for full setup of a new service. Simply contact us to be guided through the process.
How do I report a service outage?
Please don't report outages by email. Contact the 24/7 Helpdesk on 1300 026 667 with your customer number and site details. If the outage is outside Active Utilities' network, the operator may suggest you contact another provider.
Who handles questions about my account?
Once you create a myUtil account, information can be viewed online. Otherwise, phone 1300 587 623 between 8:30am to 5pm Monday to Friday (excl Public Holidays) and follow the prompts.
How do I restore a disconnected service?
You will need to establish a Direct Debit payment and pay the full account balance plus a reconnection charge. For same day reconnection, payment before 1:00pm is required.
How do I know my meter reading is inaccurate?
Meter readings for last month and the current month appear on every bill. So it"s easy to track your monthly usage. You may request a second reading if you dispute the reading accuracy but, a fee will apply if the initial reading was correct. In general, meters are over 99% accurate. However if you believe your meter is inaccurate, you may request a meter test. A fee will apply if your meter is found to be reading correctly.
Someone at my location uses life-sustaining electrical equipment. How can we receive top priority in an outage?
If you have documentation from your doctor, you may qualify for Critical Care status. Critical Care customers receive notice of planned outages and high priority as we restore power in unexpected outages.
