Frequently Asked Questions

Get in touch with the Metered Energy team on 1300 633 637.
We’re here to assist.

Government Resources

Important information regarding consent

Important information regarding consent and eligibilityTo validate your concession eligibility, we need your consent to collect and use your name, address, payment and concession card information from the Department of Human Services.

This consent is only effective for the period that you are a customer of Metered Energy Holdings and you can remove your consent at any time by contacting us. If you don’t provide your consent or remove your consent, you may not be eligible for the concession.You are required to notify us and the department of any changes in your circumstances which may affect your eligibility for a concession.

To be eligible for the concession, the address you’ve provided must be your principle place of residence and the only residence in QLD for which you claim the rebate. You must not have anyone paying rent to you at the property.If anyone other than a spouse or dependant lives with you at the property, you cannot claim the concession unless the other person(s) receives income assistance from Centrelink, Family Assistance Office or Department of Veteran’s Affairs, or the other person(s) live with you to provide care and assistance. If these don't apply to the other person(s) living at your property, you will not be eligible for the concession.

For more information on eligibility, visit Queensland Concession Services.

Energy and Water Ombudsman QLD

The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service for unresolved complaints with your electricity, gas or water supplier.

For information visit: www.ewoq.com.au

Queensland Competition Authority

Against the backdrop of ongoing reforms in the electricity industry, the Queensland Competition Authority continue to advise the government on pricing and other issues as required.

For information visit: www.qca.org.au

Queensland Government Service Finder

Find and apply for concessions and rebates that can help ease cost of living pressures for Queenslanders. You can search, or explore what’s available below.

For information click here.

Australian Energy Regulator

Energy laws are designed to protect you in your dealings with energy retailers and distributors. Understanding your rights and responsibilities can help you get an energy offer that works best for you, as well as help you to resolve any problems that may arise.

The AER website provides information on choosing an energy retailer, understanding your bill and steps you can take if problems arise.

For information visit: www.aer.gov.au/consumers

Metering and Billing

What if I am not connected or have been disconnected ?

We will connect your supply within 3 business days of you submitting an application.
Metered Energy will only disconnect your supply in accordance with the rules and regulations that are applicable and we will reconnect your supply within 3 business days of the matter that gave rise to the disconnection being resolved.

Can I choose a different supplier?

Customers in an embedded network have the right to purchase their electricity from any authorised retailer if they choose to do so and providing the retailer is willing to make an offer.

For further information visit:
Australian Energy Regulator
Department Natural Resources, Mines and Energy

What is the Electricity supply charge?

A Daily supply charge is a fixed charge to cover the costs of maintaining the electricity supply to a premises for each day of the billing period regardless of how much electricity you use. This charge also includes the costs charged by the distributor (Energex/Ergon) associated with the provision of equipment (excluding metering and associated services) and general administration.

Noting: Retailers may use different terms for this charge, for example: Service Charge, Service Fee, Service to Property Charge etc.

What is the Hot Water supply charge?

The supply charge is for the hot water meter and covers time spent reading the meters, completing the invoices and rectifying any faults, in accordance with an agreement with the body corporate. In the event of a fault with your meter, MEH will repair or replace the meter free of charge.

What is UMA?

UMA stands for Unmetered Appliance and means a gas cooktop or other gas appliance in a unit. If there was to be a meter installed then it would raise the cost considerably as a minimum charge would come into effect.

Why have I been charged for hot water?

MEH provides maintenance for your hot water system, support and services even if your hot water usage is zero or very low. In order to cover these costs and keep hot water costs as low as possible, if your usage drops below a predetermined minimum, you will be charged a fixed rate per day, rather than per litre.

How is minimum hot water calculated?

If your daily hot water usage is less than the Hot Water Minimum Charge you will be charged Hot Water Minimum Usage which is calculated using the below formula:

Minimum HW Charge = No. of Days x Minimum HW Charge rate (as per the rate on the fact sheet)

Is my unit individually metered?

Most newer units are individually metered to ensure accurate billing on user pays basis. However some older buildings have pre-existing configurations. If you are unsure on how your unit is setup please contact Metered Energy where our staff members will be able to assist with your enquiry further.

What is chilled water?

Chilled Water is the description given for your air-conditioning. Each apartment is individually metered ensuring accurate billing on a user pays basis.

Payments, Rebates and Financial Assistance

How do I apply for financial assistance?

How do I request a payment extension?

We recommended that our customers speak with one of our experienced customer service officers as Metered Energy offers numerous payment plans and financial guidance. Contact the Metered Energy team on 1300 633 637.

Or go to the contacts page, select Payment Extension from the menu and we will review your request and respond within 24 hours, during normal business hours.

Do you qualify for a Concession or Rebate?

Pensioner Concession Card, Repatriation Health Card, or Senior’s card holder? Download the fact sheet to find out if you are eligible for an electricity rebate with Metered Energy. View the Electricity Rebate/Reticulated Natural Gas Rebates page.

Is there a credit card payment fee?

No. Metered Energy Holdings does not charge any extra to pay your bill by credit card.

Charges for receiving paper bills?

Currently Metered Energy does not charge any extra fee to have your invoices mailed to you. Although we do recommend our customers use email as this is a quicker form of communication and more environmentally friendly.

Emergencies and Life Support

Outages and Emergency Assistance

Always call emergency services on 000 straight away if you smell a gas leak or if there is any risk to someone’s life or property. If you have an outage check the resources below or call us on 1300 633 637, Monday to Friday between 7.30am and 5.30pm.

Check scheduled outages
Check emergency outages

Life Support Equipment

Do you or does someone else in your household depend on life support equipment? You may be eligible for our Life Support program, which provides members with valuable information on power supply interruptions.

Go to Life Support application