FAQs

Here you’ll find answers to our most frequently asked questions about electricity connections and accounts.

If you still have an unanswered question please get in touch.

We’re here to help.

General Account Enquiries

You’ll find your NMI on your bill.

If you need an interpreter, call TIS National on 131 450.

The ReNu Energy customer support team is available Monday to Friday 8:30am to 5:00pm (Sydney time) excluding NSW public holidays.

Call 1300 038 069

There are a number of convenient ways you can contact ReNu Energy. View our contact options and choose the one that suits you.

Billing and Payments

You will receive a disconnection notice at least 7 days prior to the disconnection date. If we do not receive payment by the date shown on this notice, your service will be disconnected.

Once your service has been disconnected, power to your premises will not be restored until payment in full has been received. You’ll also be required to pay a reconnection fee in addition to paying the outstanding balance.

Please note that for same day reconnection, your payment needs to be received before 3:00pm otherwise service will be restored on the next business day.

It is important that you contact us as soon as possible if you receive a disconnection notice. Some payment methods are not updated in our system in real time so you will need to contact our customer support team with payment information.

Contact us if you’re having difficulty paying your bill and would like to discuss your options.

We’re committed to working with our customers who are experiencing difficulties paying their bill. It is important that you contact us as soon as possible so we can discuss what options exist and ensure that the outstanding balance does not increase as a result of additional fees due to non-payment.

We have a number of available options to assist customers including:

  • payment extensions
  • providing additional information to government bodies who might be able to assist with Rebates, Concessions or provide other assistance
  • links to energy efficiency advice designed to help reduce consumption.

A daily supply charge is a fee that applies for supplying electricity to your property for each day of the billing period, regardless of how much electricity you use.

There is no contract length to the service provided by ReNu Energy.

Our billing process is automated and an actual meter read data is taken from the system to generate your bill. However, at your request, we will review your bill without any charge.

A customer service representative will review your bill and talk to you about what could be impacting your usage and bill. While we review your bill, you are expected to make part payment or an amount equal to average monthly billing amount of past three months. If you are not satisfied with this review, you may ask for a meter test. If the meter is inaccurate, we will adjust your bill accordingly and there won’t be any charges for the meter test. If the meter is accurate, you will need to pay the outstanding amount and meter test charges. The charges for the meter test will be discussed with you.

You can find your tariff on your invoice/bill. Pricing information, fees and charges are detailed in our Electricity Pricing Schedule. Contact us for a copy. Additional fees may apply. These are outlined in your terms and conditions.  Additional fees and charges may apply. For more information refer to the full terms and conditions. 

Contact us  and we’ll provide you with that information. Have your address and account details handy.

If you’re unable to make payment via our standard payment options then please contact our customer service team for alternative payment options.

ReNu Energy offers a range of convenient payment options.

Pay now online

Or choose from our other payment options.

You will be billed on a monthly basis.

Connections and Disconnections

Simply fill in our moving out form  and we’ll take care of the rest. Please make sure you give us your forwarding address.

 

If you are vacating your property you can:

  • complete our moving out form  OR
  • contact our customer support team by phone or send an email from your registered email address, advising us that you’re moving out and want your service disconnected, and we’ll take care of the rest.

 

A few important things to note:

  • Requests made by email will be processed on the next business day.
  • When we receive a disconnection request our staff will take a final read and issue an invoice. We ask that you provide prompt payment to finalise the outstanding balance.
  • When you leave the premises for the last time, make sure that your main switch, along with any sub-main switches inside your tenancy, is in the ‘off’ position. This will signal that the premises is now vacant and we will arrange the disconnection of power to the premises.
  • It is important that prior to vacating the premises that you arrange the disconnection of your service by contacting our customer support team and advising the end date, so that you are only billed for the consumption for which you have used.

It is important to advise us before moving in or out of the premises, so that:

  • You are only billed for the consumption for which you have used.
  • We do not disconnect the premises due to unauthorised usage.

You can check that you have been connected and have power to your premises by turning the main switch inside your tenancy to the ‘on’ position. Then ensure that all other sub-main switches are in the ‘on’ position too.

If you find that you do not have power then immediately turn the main switch back to the ‘off’ position.

We endeavour to complete all connections by 5:00pm, Monday to Friday (excluding public holidays). In some instances the connection may occur outside of this time.

No. You do not need to be at the premises for a connection to occur. However, it is important that your main switch, along with any sub-main switches inside your tenancy, is in the ‘off’ position.

Reconnection cannot occur if the meter detects that the main switch is not in the ‘off’ position. Connection to your premises will not be possible and additional charges will apply for subsequent requests.

Connections will occur between 8am to 5:30pm Monday to Friday (excluding public holidays).

Please note:

It is important that you ensure your main switch, along with any sub-main switches inside your tenancy, is in the ‘off’ position.

Reconnection cannot occur if the meter detects that the main switch is not in the ‘off’ position. Connection to your premises will not be possible and additional charges will be applied for subsequent requests.

You can register for a new account online.

Registering is quick and easy. Once your registration is complete, you will receive online access to your account including invoices, payments and energy consumption history.

During the registration process you will be asked to provide identification such as a Driver’s License or Passport. So please have this handy when you register.

If you have any issues about registering online, please contact our customer support team on 1300 038 069.

General Enquiries

Tenants and owners in our embedded networks can access greener electricity and save through our ReNu Solar Connect product. Learn more about the benefits.

Contact us to find out if you’re eligible and how you can save.

Embedded networks are established to physically combine the electricity supplied to a building from the local distribution network to a single metered point, known as a ‘parent’ meter. The electricity is paid for as one account by the network owner who then onsells it to the individual retail customers. Each individual retail customer is supplied with electricity to their own individual meter through the parent meter.

By combining electricity consumption into a single bill, we can negotiate better retail electricity tariffs than individual tenants can access. By adding solar power to the building during the day the overall energy cost is reduced.

Learn more  about the benefits of embedded networks.

Electricity supply disruptions or outages can be caused by local maintenance, floods, storms or heatwaves. In every instance your first step should be to check if the interruption is isolated to only your property or to your neighbours and common areas.

If the disruption only affects your premises, check the switches in your switchboard and ensure that they are in the ‘On’ position. If this does not fix the issue contact your preferred electrician for assistance.

If the outage extends to neighbours outside your complex then contact your local network provider. See our faults page for contact details.

If there is any chance of risk to life, please call 000.

For more information about what to do if your supply is interrupted go to our faults page.

We take your privacy seriously. We respect your rights to privacy under the Privacy Act 1988 (Cth) (Privacy Act) and we are committed to complying with the Privacy Act’s requirements for collecting and managing your personal information.

Download and read our Privacy Policy.

We welcome your feedback to improve our service to you. If you’re unhappy with the services offered by ReNu Energy contact us and we’ll address your concerns promptly and fairly. Download and read our Complaint Handling Policy  for more information about our standard complaints and dispute resolution procedures.