Momentum Energy Questions & Answers

Hi there!

It really depends what plan you were on when you signed up with us.

Our most popular plan is, Smile Power Flexi, is an open ongoing contract which generally has a price change at the start of the year VIC and mid year for NSW.

If you were on a fixed term contract for 2 years for example, you would have the same rates for those 2 years and will need to renew the contract with another offer.

If you have any further questions please do no hesitate to contact us on 1300 662 778.

Happy Friday!
-Kevin.

Hi Mazza,

Thanks for the question.

It really depends on what tariff your meter is set on. Every property would have different rates based on the meter/address.

If you would like the precise details please contact our customer care team on 1300 662 778 or by email to [email protected]

Cheers
-Kevin.

Hi sammybo36, thanks for your question. Mubasher has provided some great advice for this issue. But if you would like some further assistance, we can look deeper into it for you. Email us at [email protected] or contact our Australian based call centre on 1300 662 778.

Hey Webb, thanks for the question and we're keen to look into this issue further for you ASAP.

If you could please send us your full name, account number and date of birth as a private message or via [email protected] advising you have contacted us via Product Review – we will look further into this issue for you ASAP.

We thank you again for your feedback - this has now been passed on to our management team.

Thanks.

- Julian

Hey Tenea, these are the different rates that apply to your account.

You probably already know that Peak and Off-Peak rates are based on the time of day and week you use energy.

The ‘step’ rates you’ve asked about only apply to your Peak energy usage. You’ll be charged the Peak-Step 1 rate until you’ve used a certain level of electricity, then anything over this level gets charged at the Peak-Step 2 rate.

The rates themselves vary for different customers and different areas (for some areas Step 1 is the cheaper rate, in other areas it’s Step 2), but you’ll find all the details in your welcome letter from us, and the prices are listed out in your invoices.

Hope that helps

~Kate

Hey John,

Peak and off-peak times vary between different regions, distributors and tariff types. If you're a Momentum customer, the easiest way to find out is to give us a call on 1300 662 778 and we'll look up the specific peak and off-peak details for your property.

Otherwise this information is in a company's Energy Price Fact Sheets, (ours are here: https://www.momentumenergy.com.au/residential/gas-electricity-prices/standard-prices) but it can sometimes be tricky to find.

~Kate

Hey Sonia, these are simply the different rates that apply to your account.

You probably already know that Peak and Off-Peak rates are based on the time of day and week you use energy.

The ‘step’ rates you’ve asked about only apply to your Peak energy usage. You’ll be charged the Peak-Step 1 rate until you’ve used a certain level of electricity (determined by your local network, the Australian Energy Market Operator and the government). Anything over this level gets charged at the Peak-Step 2 rate.

The rates themselves vary for different customers and different areas (for some areas Step 1 is the cheaper rate, in other areas it’s Step 2), but you’ll find all the details in your welcome letter from us, and the prices are listed out in your invoices. ~ Alexander, Community Manager

Hey Mardi, I am happy to sus out this high bill for you. It could be any number of things and depends on the state you're in, the size of your family, etc. Wholesale energy is very expensive nationally right now and most retailers rates will reflect this. That said if you're planning to switch we'd love to provide all the insight we can about managing your usage in the future, there's nothing worse than worrying about expensive bills every quarter.

We welcome your honest feedback about how we can be more straight forward and tailor our products / services to suit your needs.

Please reach out to [email protected] or message me via our Facebook page if you'd like to find out more, I'm here to help :) ~ Alexander, Community Manager

Hey Caroline, great question. I have had a squiz at your account and am able to inform you that Citipower (your network / distributor) are the ones to reach out to about this.
You can find their contact information at this web address
Let me know how you go, and if there's anything that we can do to assist in the process as per Citipower's feedback. ~ Alexander, Community Manager

Hey Jessica, we can definitely take a look to see if this is correct, we're able to issue a re-read of your gas meter, troubleshoot if there's a gas leak or if it's correct advise how you can minimize this and ensure you're on the best rates. If you've been running your heater for long periods and every day of winter so far this is likely accurate.
Send us a message via our Facebook page or give us a ring on 1300 662 778 and we'll take a look at your account, until then we really can't be sure. ~ Alexander, Community Manager

Hey Biffityboo, these credits are passed on by Ausnet with no involvement from Momentum. They're more or less as compensation for brown/black outs that have occurred over the past year and certain customer's service has been affected to a standard that entitles them to compensation. Eligibility is entirely defined by Ausnet so we don't advertise this on our website. I hope this helps. ~ Alexander, Community Manager

Hey Kelly, if your bill is a negative total such as -$15 it means that you're account is in credit by 15 dollars. This will go towards your next bill when it's calculated. I hope this helps! ~ Alexander, Community Manager

Hey Bill, stepped tariffs were introduced by the government to create incentive for people to better manage their elec/gas usage. They function similarly to your mobile phone plan, after using all your allocated data for a month you might be charged $10/gigabyte, after consuming a certain quantity of electricity/gas you move up to a higher rate. These tariffs are set by your distributor/network, but because in some cases this discriminates against larger families, some distributors have lower step 1 tariffs, and sometimes have a step 3. If you give us a ring, or send a message to our Facebook page I can take a look at who your network/distributor is and let you know what these different rates are. I hope this helps, let me know if you have any more questions.
~Alexander, Community Manager

Hi Peter,

Thank you for your comments.

In Victoria customers within Embedded Networks always had a choice to purchase electricity from any licenced energy retailer. Momentum Energy is working closely with industry participants to get a clarity regarding the roles & responsibilities of various market participants within the embedded network segment. By end of this year it is expected that these roles & responsibilities will be defined that would eventually better assist customers within embedded networks to access offers from various licenced energy retailers such as Momentum Energy.

Kind Regards,
Momentum Energy

Hi Peter,

Thank you for your enquiry.

Unfortunately, Momentum do not have a direct portal where you can access your usage data. We also presently do not have an available app. However, if you are located in Victoria and you have a smart meter, you can visit your network's portal link directly on their website. For your reference, your network is the company who owns the metering, maintains and supplies electricity in your area. The usage portal on your network's website will provide you access to your usage and the website also provides some energy saving tips.

You can find out who your network is by referring to the top right hand corner of your Momentum invoice. Alternatively, please email us your account number, full name and address to [email protected] and we will be able to provide your usage data and let you know who your network is.

Warmest regards,
Momentum Energy Team