Icon Frequently Asked Questions

Got a question? Here are some we are often asked. If you can’t find the answer here, feel free to call us on 1300 599 888.

Estimated readings can be used to generate monthly invoices.  The invoice maybe higher than usual as the estimate reading could be higher than the actual electricity consumption consumed during the month.  Also, estimate readings will be used to generate your invoice when access to the meter has not been obtained.

For example - Meter could be indoors, meter behind locked gate, meter access block (overgrown gardens)

Blue NRG can offer customers the opportunity to upgrade metering to Smart meter. Please contact Blue NRG for more information. 

If you have a smart meter, Blue NRG receives daily interval reads from the meter.  Blue NRG uses this real time data to generate your monthly electricity bill.

If you have a basic meter, Blue NRG may receive estimated or actual meter reads either on a monthly or quarterly basis from your network provider.  This data is used to generate an invoice on a monthly basis.

We know paying bills can be tough when your funds are stretched. Blue NRG can help our customers experiencing financial difficulties to get back on track. Don’t worry – while you are experiencing difficulties, your energy services won’t be disconnected and you’ll be protected from late payment fees.

  • Blue NRG will set up a payment plan that best suits your situation to ensure you stay on track with your bills and remain in business
  • Blue NRG can put you in touch with other free support services you may find useful, including confidential financial counselling
  • Blue NRG will provide you with simple energy saving tips
  • Blue NRG can assist with a direct debit setup to ensure payment is made on time
  • Blue NRG are willing to support you during any difficult times, by contacting us as soon as possible to help you manage your account payment
  • If your business is having trouble making payment, please contact Blue NRG
  • If your energy consumption is higher than the last billing period, then your electricity invoice will be higher.
  • Some of the most common reasons for high bills include:
  • The billing period maybe longer than 31 days
  • The invoice total maybe based on estimated meter data instead of actual meter data
  • The billing period may be adjusted based on actual meter data received, which may determine that previous invoice was underestimated
  • Energy consumption could change based on the season.
  • If your business has grown, then your electricity consumption can also increase
  • If you have purchased new appliances, then your electricity usage will increase, considering switching off appliances that may not be in use for long periods.
  • Consider changing the time of day when you use electricity, it might be cheaper to run appliances in the evening instead of during the working day.

If an appliance is faulty, it may result in higher than usual electricity costs

Blue NRG will inform all customers in writing of any variation to tariffs and charges that will apply to their electricity account.

Blue NRG also has a clause within Blue NRG terms and conditions that customers received within their Blue NRG welcome pack.

At the time of quoting, Blue NRG also acknowledges with customer that rates may change in line with Blue NRG market terms and conditions.

NO. Blue NRG does not charge credit card payment processing fees.

A payment processing Fee is a fee charged to customers who pay their bill using a credit card or other credit payment facility.

Each Blue NRG electricity monthly invoice will show the amount of electricity you have consumed including network charges, metering cost, service to property charges and any applicable taxes such as GST. Learn more about your bill here Bill Explainer

Blue NRG requires you to pay your monthly electricity invoice by its pay-by-date. Unless otherwise agreed, this will be at least 12 business days from the issue date of the Blue NRG invoice that your business has received from Blue NRG.

Once Blue NRG has your authorisation to receive communications by email, your Blue NRG electricity account will store a primary nominated email address of file. Within the first week of each month, you will receive an email from Blue NRG with your electricity invoice attached as a PDF.

If your business requires your Blue NRG electricity invoice by paper and mailed out, you will incur a $5 monthly admin fee for each invoice generated.

Learn more about your bill in the bill explainer.

Blue NRG has 2 online payments options to choose from:

  1. Pay by VISA, MasterCard or AMEX, on our online payments page. Click here to access.
  2. Log onto My Account portal and pay by VISA, MasterCard and AMEX

Smart meters are the latest generation of meters currently being changed at premises and installed at any new sites.

These meters measure your electricity usage at 15 or 30 min intervals and networks are able to send this meter data automatically to Blue NRG on a daily basis via a secure wireless communications network.  Smart meters also benefit your business by providing insights to the way and times that you may be consuming electricity at peak periods.

To learn more about your electricity insights register or log on to Blue NRG My account and download your interval data for any nominated data range in csv format to understand your electricity usage behaviours

No. Blue NRG has a range of payment options to choose from.

Click here to visit our payments options page for more details.

Blue NRG customers can select to be placed on a consolidated monthly invoice format for 3 or more sites currently with Blue NRG as their energy supplier for all sites.

Each month, you receive an email with invoice file - zipped and spread sheet attached. 

The worksheet is known as the Summary statement, which includes details regarding billing, pricing and usage information for each NMI.

It also provides your business with the total cost of your electricity for the month across all of your sites.

All your Blue NRG invoices are available within the zipped file where you can also use this format to determine how much electricity has been used for the month and any corresponding charges that have applied to your Blue NRG electricity account by site level.

Blue NRG is likely to charge customers exit fees for large usage* customers if your business decided to terminate the agreement that you have with Blue NRG for your electricity supply. Please contact Blue NRG for more details.

*large usage represents customers who use more than 100 Mwh in NSW and customers who use more than 160Mwh in Vic and SA

Your electricity meter is owned and maintained by your meter provider. Blue NRG’s preferred meter provider is Ausgrid. For more information please contact us at Blue NRG. 

Yes. Blue NRG account holders are able to register or log into the My Account portal to view consumption and download invoices. 

Click here for details on how to register

Blue NRG has monthly billing to help alleviate cash flow burden of higher electricity costs in a quarterly lump sum total. 

Your electricity meter will be read either monthly or quarterly cycles depending on the schedule managed by your meter service provider. Blue NRG receives meter data and arranges to generate your invoice on a monthly basis.

Blue NRG does not offer pay on time discounts to our customers. If you are entitled to receive energy concessions, then you will need to provide Blue NRG with relevant government application forms completed with all key concession card information.

Customers will be required to give at least 3 business days’ notice when requesting a move out request with Blue NRG.

Click Here to find out more

Please contact us and provide details to arrange for a final reading to be obtained and provide a forwarding email and postal address.  Blue NRG will issue out a final invoice and close your electricity account.  We'll also be able to assist you with arranging an electricity connection and account for the new business owner.

  • Would you like to disconnect the power or is there a new person moving in?
  • Up to 3 business days to complete de-en/changeover (no de-en on a Friday)
  • Are you moving to a new business that we can help with? 

Yes. Blue NRG consolidated billing product is known as “Smart Bill”.

Blue NRG will continue to notify customers who have an outstanding account balance seeking payment.  If you are facing financial difficulties, please contact us at Blue NRG to make payment arrangements.

You can update your contact details online by registering or logging into 'My Account'.  You can also email information to Blue NRG via info@bluenrg.com.au

If you experience a power outage, please contact your network provider using the faults and emergencies phone number located on your monthly Blue NRG invoice. Or you can find more information here

Yes.  Blue NRG will be pleased to offer competitive rates in discussions with you.

 

Blue NRG Customer Charter

Blue NRG Customer Charter

Financial Hardship and Financial Assistance

Blue NRG Relief Program

Useful Links

Victoria

GPO Box 469D, Melbourne, VIC 3001
Freecall (except mobile phones): 1800 500 509
Telephone Interpreter Service: 131 450
TTY (for hearing impaired customers): 1800 500 529
Website: www.ewov.com.au

Victorian Energy Efficiency Target (VEET)

Essential Services Commission

Level 2, 35 Spring Street
Melbourne, VIC 3000
Enquiries: 03 9651 0222
Website: www.esc.vic.gov.au

New South Wales

IPART
Level 8, 1 Market Street
Sydney, NSW 2000
Enquiries: 02 9290 8400
Website: www.ipart.nsw.gov.au

Level 11, 133 Castlereagh Street
Sydney, NSW 2000
Freecall (except mobile phones): 1800 246 545
Telephone Interpreter Service: 131 450
TTY (for hearing impaired customers): 1800 500 529
Website: www.ewon.com.au

Level 47, MLC Centre, 19 Martin Place
Sydney, NSW 2000
Tel: 13 77 88
Website: www.dhs.vic.gov.au/concessions

South Australia

Energy and Water Ombudsman of SA
Level 11, 50 Pirie Street, ADELAIDE, SA, 5000
Freecall (except mobile phones): 1800 665 565
Telephone Interpreter Service: 131 450
TTY (for hearing impaired customers): 1800 500 529
Website: www.ewon.com.au

Department for Communities and Social Inclusion

Level 8, Riverside Centre North Terrace, Adelaide SA 5000
Tel: 08 8226 8800
Website: http://www.dcsi.sa.gov.au/concessions

 

Solar Feed-In Tariffs 

Terms and Conditions

Victoria

There are four FiT schemes in Victoria. Three are closed to new applications. Customers already receiving feed-in-tariff payments under one of the three closed schemes may continue to receive these payments for many years.

The P-FiT started in late 2009 and closed to new applicants at the end of 2011.The scheme offered eligible households, businesses and community organisations with small-scale solar systems of 5kW or less a credit of at least 60 cents per kWh for electricity fed back into the grid. Eligible properties with an effective PFiT contract will continue to receive this rate until 2024, if they do not add extra solar panels to their system. 

The T-FiT replaced the P-FiT in 2011 and closed to new customers on 31 December 2012. The T-FiT scheme offered eligible properties with small-scale solar PV systems of 5 kW or less a minimum credit of 25 cents per kWh for excess electricity fed back into the grid. Eligible premises with an effective T-FiT contract in place will continue to receive this rate until 31 December 2016, if they do not add extra solar panels to their system. 

The S-FiT commenced in January 2008 and closed to new applicants on 31 December 2012. Eligible properties with an effective S-FiT contract will continue to receive payments under this scheme until 31 December 2016, if customers maintain their eligibility. The S-FiT provided a ‘one-for-one’ payment for exports based on retail electricity rates paid by the customer. 

The current Victorian FiT commenced on 1 January 2013. The FiT is designed to reflect the wholesale market value of the distributed generation. Renewable energy technologies such as solar, wind, hydro and biomass with a system size of less than 100 kW are eligible for the scheme. 

Your feedback

It matters to us if you are happy with our service. Whether you're really happy or feel we have not met your expectations, Blue NRG would like to hear about it first. Please contact us with your feedback and we’ll be more than happy to talk to you. If your feedback is regarding a complaint, we'll work with you to resolve your issue as quickly and fairly as possible. If you’re not satisfied with our response, you can request your complaint to be reviewed by a Team Leader or Manager. In some cases more time might be required to investigate your complaint. Blue NRG will contact you throughout the process and agree on a suitable timeframe for resolution.

We pride ourselves on providing the best value and service possible, but we know sometimes things don’t go according to plan.  If your complaint concerns your electricity bill, Blue NRG will still require you to pay some portion of the bill until the matter is resolved.

Please call 1300 599 888 Monday to Friday, 8.30am to 5.30pm and discuss your enquiry with us.

Click here to read Blue NRG's complaints handling and dispute resolution policy.