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Support


General

Can I choose my Electricity Retailer within an Embedded Network?

Unless as a result of your local State or Territory legislation, we are unable to restrict you from choosing your own retailer. For more information regarding the process for leaving your network please contact us.


Why am I charged a Connection/Disconnection Fee?

These fees usually relate to setting up your services or for the finalisation of your account may include a final meter reading or isolation of your service. We aim to keep these charges to a minimum however due to some external costs these are unavoidable.


Where can I find my NMI?

Due to the private electricity network (Embedded Network) that your tenancy is located within, a National Meter Identifier (NMI) is not allocated. Active Utilities meter number is located on your bill and provides a unique identifier for your location.


Am I locked into an Electricity contract?

All Residential and Small Business Customers for Electricity are not required to enter into a termed Agreement with Active Utilities. Large Electricity and Telecommunication customers may be subject to Agreement terms which have special terms and conditions that apply. For our terms and conditions please visit the Downloads section of our website for more information on your utility services with Active Utilities.


Why is my Electricity bill higher than usual?

In spite of stable rates, your bill may be higher than expected for one of the following reasons:

  • The weather is extremely hot or cold, causing your Air-conditioning/HVAC unit to work overtime keeping your home/office comfortable
  • Your home or business has air leaks. If your location is not properly insulated, you could be losing cool air or heat as fast as your HVAC unit pumps it out.
  • You’re actually using more energy than you realize. It’s easy to rack up a sizable electric bill if you adjust the thermostat a few degrees … or your kids accidentally leave the back door open for an hour … or you leave the TV on while you run errands. But the good news is that it’s easy to lower your bill.

​If you still have questions, well be happy to help you figure out what’s behind your high bill, please contact us.


What do I do if I’m vacating my premises?

It is essential for all Active Utilities customers to provide at least 3 business days notice prior to vacating their premises. This will give us sufficient notice to obtain a final reading of your account and confirm any special requirements in the termination of your account.

Note: If sufficient notice is not given you will remain liable for any charges incurred up until the point, even if you have left the premises.


Do I have to be home for connection?

In most circumstances you are not required to be home for connection of your services. We will make a specific appointment if we require access to your tenancy. Connections are typically made between 8am and 8pm Monday to Friday (excluding public Holidays). ​

Note: please ensure that your main isolation switch contained within your switchboard in your tenancy is in the OFF position prior to connection. If this is left on we may not be able connect your tenancy when requested due to safety requirements.


I have vacated, why are you still deducting money from my account?

In most circumstances this will be your bill from the previous months usage. If you are on a Direct Debit with us we allow a certain period to review your usage prior to us deducting the amount due, this in most circumstances will be 21 days from the bill issue date. If you believe a mistake has occurred or would like to dispute your recent bill, please contact – 1300 026 667 for our 24/7 Helpdesk.


How do I report a service outage?

For matters concerning service interruption please call 1300 026 667 for our 24/7 Helpdesk. Please ensure you have your customer number and site details available for the operator.

Note: Please do not report outages via email.


Who provides AU with their Wholesale Voice & Data Services?

Active Utilities use 2 different wholesalers to deliver our services:

LBNCo Pty Ltd – For Fibre to the Home (FFTH) and VDSL services offered to residential apartments & estates. The determination of the wholesaler used will be dependent on your sites configuration.

If you would like more information on the selected you can contact the Active Utilities Office on 1300 587 623 Option 1, Option 2, Mon – Fri 9am – 5pm.

Alternatively you can visit:
LBNCo or Optus Wholesale


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Download our App to give you quick and easy access to to all important Active Utilities services including Active Life activity.

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