• FAQs and Useful Links

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.

Why do I receive estimated invoices?

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 total electricity usage 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.

How are monthly invoices generated?

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.

What should we do if our business is having trouble paying a Blue NRG electricity invoice?

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
Why is our monthly Blue NRG electricity invoice higher than usual?
  • If your energy usage 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 usage could change based on the season.
  • If your business has grown, then your electricity usage 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

What does our Blue NRG invoice contain?

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

How will Blue NRG inform me about changes to my rates?

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.

Do merchant fees apply to credit card payments?

Yes. Credit/Debit card payments may incur a merchant fee. Merchant fees for Visa and Mastercard are 0.97% (incl GST), and for American Express the fee is 1.39% of the total payment amount.

You can avoid this fee by setting up your credit card under a direct debit arrangement.

Simply fill out the form below or call our team on 1800 599 888 to set up direct debit quickly and easily.

Direct Debit Form

When is our Blue NRG electricity account due?

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.

What is an E-Bill and how does it work?

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 *excl NSW.

Learn more about your bill in the bill explainer.

Can we pay our Blue NRG electricity invoice online?

Blue NRG has two 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
Can I see my bills and usage online?

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

Click here for details on how to register

Can I have quarterly billing instead of monthly?

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

Can we pay our Blue NRG electricity account at an Australia Post outlet?

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

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

What is a Blue NRG Smart Bill?

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.

When do exit fees apply?

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 refer to your welcome pack or contact Blue NRG for more details.

*Large usage customers are those consuming more than 100 MWh in NSW and QLD, more than 40 MWh in VIC and more than 160 MWh in SA per year.

Do you have consolidated billing?

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

What is a smart meter?

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 using 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

Who owns your meters?

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

When is my meter read?

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.

Does Blue NRG offer discount (pay on time) or concessions?

Blue NRG does not offer pay on time discounts to our customers, our savings are built into our rates. Blue NRG is a business only retailer so our customers are generally not eligible to receive concessions. If you do have a concession card or any questions about this, please contact us at 1300 599 888 or [email protected]

We are moving premises what do I need to do?

Customers will be required to give at least 4 business days’ notice when requesting a move out request with Blue NRG.

I am selling my business, what do I do?

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?
What happens if I miss a payment?

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.

How do I update my details?

You can update your contact details online by registering or logging into ‘My Account’.  You can also email information to Blue NRG via [email protected]

Who do I call when I have an out of business hours fault?

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

Can I request a rate review?

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

Useful Links


Australian Energy Regulator - AER

Australian Energy Regulator (AER)
Level 20, 175 Pitt Street
Sydney, NSW 2000
Enquiries: 02 9290 9133
Website: www.aer.gov.au

Department of Climate Change and Energy Efficiency
AEMO - Australian Energy Market Operator
Concessions and Financial Hardship - Australian Government Department of Human Services
Energy Made Easy - Australian Government
Climate Change - Australian Government

Australian Government Department of the Environment and Energy

Website: http://www.environment.gov.au/climate-change


Energy and Water Ombudsman of Victoria

Reply Paid 469, Melbourne, VIC, 8060
Freecall (except mobile phones): 1800 500 509
Telephone Interpreter Service: 131 450
TTY (for hearing impaired customers): 133 677
Website: www.ewov.com.au
Email: [email protected]

Essential Services Commission - VEET

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

Closed Feed-In Tariff Schemes - Victoria

Victoria State Government- Environment, Land, Water and Planning

Website – https://www.energy.vic.gov.au/households/solar-premium-feed-in-tariff

Victorian Feed-In Tariff FAQ's

Victoria State Government- Environment, Land, Water and Planning

Website – https://www.energy.vic.gov.au/households/solar-victorian-feed-in-tariff 

Essential Services Commission: Greenhouse Gas Disclosure Guideline

New South Wales

IPART - Independent Pricing and Regulatory Tribunal

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

Energy and Water Ombudsman of NSW

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): 133 677
Website: www.ewon.com.au
Email: [email protected]
Postal Address: Reply Paid 86550, Sydney South, NSW, 1234

NSW Department of Family and Community Services

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 SA

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): 133 677
Website: www.ewosa.com.au
Postal Address: GPO Box 2947, Adelaide, SA, 5001

SA Department for Communities and Social Inclusion - Concessions

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


Energy and Water Ombudsman Queensland

Level 16, 53 Albert Street, South Brisbane, QLD 4101

Freecall (except mobile phones): 1800 662 837
Telephone Interpreter Service: 131 450
TTY (for hearing impaired customers): 133 677

Email: [email protected]

Website: www.ewoq.com.au
Postal Address: PO Box 3640, South Brisbane, QLD 4101


Premium Feed-in Tariff (P-FiT)

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.

Mininum Feed-In Tariff (Current)

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 100kW 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.