Help Centre

Frequently Asked Questions

Answers for existing Relay Energy customers in New South Wales. For anything not covered here, call 02 5657 8205, email contact@relayenergy.com.au, or use our contact form.

Moving house

Close the account for your old address by calling us at 02 5657 8205, emailing contact@relayenergy.com.au, or using our contact form. We'll let you know about any disconnection fees along the way.

You don't need to be home for the disconnection, but some meters can be disconnected from 7am on the day you choose — it might be better to book it for the day after you move out. Moving out doesn't automatically close your account: you can keep it active for as long as you like, and close it when the timing suits you.

Switching to another provider

You don't need to call us to close your account if you're switching retailers — the transfer happens automatically once your new retailer arranges it with your distributor.

Cooling-off period

Your plan has a cooling-off period of at least ten days from when your contract started, giving you the right to change your mind.

Are there fees for moving or disconnecting?

We don't charge a moving fee, but your electricity distributor may charge a service fee for connections and disconnections.

How do I arrange a disconnection?

Call us on 02 5657 8205, email contact@relayenergy.com.au, or use our contact form to request a disconnection. Your distributor typically needs 3–4 business days' notice for a final meter read or disconnection.

Closing a business account

Call us on 02 5657 8205 and we'll arrange it — you'll be disconnected within 3 business days.

Paying by card or direct debit

You can set up or update a Direct Debit through your online account, or over the phone with a member of the Relay Energy team on 02 5657 8205.

Power outages

Outages and supply faults are managed by your local electricity distributor, not Relay Energy directly. Check your bill for your distributor's emergency contact number.

Reading your meter

When your bill is based on an estimated reading

In some situations, your bill may be calculated using an estimated meter reading instead of an actual reading from your meter. Your bill will show this in one of the following ways:

• Estimated reading (E) — used when your meter provider hasn’t supplied an actual meter reading. The energy use shown on your bill is calculated from your previous usage patterns.
• Substitute reading (S) — used when your meter provider can’t obtain a reading and supplies substitute consumption information instead.

If you have concerns about the reading used on your bill, you can ask for an adjusted bill based on a reading you take yourself, by following the instructions below.

How to read your own meter

Clock dial meter

• Stand in front of the meter and read each dial from left to right. Remember that the dials alternate directions.
• If the pointer is between two numbers, record the lower number. The only exception is when the pointer is between 9 and 0 — in this case, record 9.
• If the pointer is exactly on a number, check the dial immediately to the right. If that dial hasn’t yet passed 0, the pointer on the original dial hasn’t reached the number yet, so record the lower number.

Odometer meter

• Read the meter from left to right, making sure to include any zeros before the numbers.
• If a dial is between two numbers, record the lower number. If it’s between 9 and 0, record 9.
• If your meter has two readings labelled “L” and “H”, record and provide both readings.

Digital meter

• Scroll through the different screen options by pressing the SELECT/Scroll button. (Some of these meters have instructions on the front telling you which screen to look at.)
• Record the meter reading for the different consumptions. This will always be ‘Peak’, and if applicable ‘Off Peak’ and/or ‘Solar’ export.

How to submit your own meter reading

If you’d like us to calculate an adjusted bill using your own meter reading, we must receive it before your bill’s payment due date. Submissions received after the due date may be declined.

1. Take a clear photograph of your meter.
2. Email the photograph to contact@relayenergy.com.au, including your name, account number, supply address and the date the photo was taken.

We’ll handle the personal information you send us, including your photograph, in line with our Privacy Policy.

What happens after you submit your reading?

Once we receive your meter reading, we’ll contact you to let you know whether it has been accepted or rejected. If your reading is approved, we’ll prepare and send you a revised bill.

Reasons your reading may be rejected

• We can’t obtain a complete or usable reading from the photograph(s) provided — for example, if the image is blurry, taken from too far away, too dark, or doesn’t show the meter reading clearly.
• The reading shown on your meter is lower than the most recent actual reading supplied by your meter provider.
• Your reading was submitted on or after the payment due date for the relevant bill.

What you can do next

You can request a review of the relevant bill through our Complaints Handling Process. If you remain dissatisfied with our decision after completing that process, you can submit a dispute to the Energy & Water Ombudsman NSW (EWON) on 1800 246 545 or at ewon.com.au.

Connection & reconnection timeframes

Reconnection timeframes may vary depending on the location, the time the request is received, the availability of remote reconnection facilities, and the requirements of the relevant electricity distributor. Remote connections may take up to 48 hours to complete. Relay Energy will use best endeavours to have electricity supply restored as soon as reasonably practicable.

The following indicative reconnection timeframes apply, subject to distributor requirements and operational circumstances:

• New South Wales: same-day reconnection may be available for requests received before 3:00pm. Requests received after this time may be completed on the next business day, subject to distributor arrangements.
• Queensland: same-day reconnection may be available for requests received before 1:00pm in metropolitan areas. Different timeframes may apply to regional, rural and remote areas.
• South Australia: same-day reconnection may be available for requests received before 4:00pm in metropolitan Adelaide. Different timeframes may apply to regional and remote areas.

Business-day conditions: the above timeframes exclude weekends and public holidays unless an applicable after-hours or special reconnection service is available. Requests received outside business hours, on weekends or on public holidays will generally be processed on the next business day, subject to the relevant distributor’s operating arrangements.

These timeframes are indicative only and are not guaranteed. Actual reconnection may be affected by distributor operating hours, site accessibility, metering arrangements, safety requirements, and other circumstances beyond Relay Energy’s reasonable control. Where reconnection depends on the distributor or another service provider, Relay Energy will submit or coordinate the request as promptly as practicable and let you know about any material delays.

If your electricity has been disconnected by Relay Energy, we’ll arrange reconnection if, within 10 business days of disconnection, you:

• request reconnection;
• rectify the reason for the disconnection, or make an arrangement acceptable to Relay Energy; and
• pay any applicable reconnection charge.

Once these requirements are met, we’ll send the reconnection request to the distributor, or remotely reconnect the premises where permitted. The distributor then re-energises the premises in line with the applicable distributor service standards.

If you have questions about your connection, call us on 02 5657 8205 and we’ll let you know how long until you can expect your power to be turned on.

Meter installation timeframes

1. Meter replaced or upgraded as part of a new connection

We’ll arrange for the alteration or upgrade by a date agreed with you. If no specific date is agreed, we’ll ensure the meter is installed no later than 6 business days after being told the connection service is complete.

This timeframe won’t apply if:

• You haven’t entered into an agreement with Relay Energy for the meter upgrade or alteration.
• There’s a site access issue, or the site is unsafe or not ready for the upgrade or alteration.
• The meter upgrade or alteration may require an interruption to another property’s supply.
• You haven’t met the required conditions of the upgrade or alteration set by the distributor.
• Additional work is required on the electricity network before the upgrade or alteration can be completed.
• You have life support and require an appointment or special provision to manage the planned interruption.

If the work requires an interruption to another property’s supply, we’ll arrange it by a date agreed with you. If no date is agreed, Relay Energy will install the meter within 30 business days of discovering that installation requires an interruption to another property’s supply.

2. Where a connection service is not required

We’ll arrange for a meter to be installed by a date agreed with you. If no specific date is agreed, we’ll ensure the meter is installed no later than 15 business days after receiving your request.

This timeframe won’t apply if:

• You haven’t entered into an agreement with Relay Energy for the meter upgrade or alteration.
• There’s a site access issue, or the site is unsafe or not ready for the upgrade or alteration.
• The meter upgrade or alteration may require an interruption to another property’s supply.
• You haven’t met the required conditions of the upgrade or alteration set by the distributor.
• Additional work is required on the electricity network before the upgrade or alteration can be completed.

If the work requires an interruption to another property’s supply, we’ll arrange it by a date agreed with you. If no date is agreed, Relay Energy will install the meter within 30 business days of discovering that installation requires an interruption to another property’s supply.

This timeframe doesn’t apply if Relay Energy has initiated the meter installation, including for a new meter deployment or a new connection.

3. Where a connection alteration is required

We’ll arrange for a meter to be installed by a date agreed with you. If no specific date is agreed, we’ll ensure the meter is installed no later than 15 business days after receiving your request.

This timeframe won’t apply if:

• You haven’t entered into an agreement with Relay Energy for the meter upgrade or alteration.
• There’s a site access issue, or the site is unsafe or not ready for the upgrade or alteration.
• The meter upgrade or alteration may require an interruption to another property’s supply.
• You haven’t met the required conditions of the upgrade or alteration set by the distributor.
• Additional work is required on the electricity network before the upgrade or alteration can be completed.
• You have life support and require an appointment or special provision to manage the planned interruption.

If the work requires an interruption to another property’s supply, we’ll arrange it by a date agreed with you. If no date is agreed, Relay Energy will install the meter within 30 business days of discovering that installation requires an interruption to another property’s supply.

Saving energy

Energy is easy to overlook until a high bill arrives. Cutting down on energy use is good for your budget and the environment — here are some simple steps you can take right away.

Heating and cooling

• In winter, keep your thermostat between 18–20°C. Every degree above 20°C can increase energy use by about 10%.
• In summer, set your cooling between 25–27°C. Each degree lower can raise energy use by around 5%.
• Shut internal doors and only heat or cool the rooms you’re actually using.
• Use natural heating and cooling. In winter, open curtains and blinds on north-, east- and west-facing windows during the day to let in sunlight, then close them at night to keep warmth in. In summer, keep curtains closed during the day to block heat, and use cool night breezes to refresh your home.

Hot water

• Wash clothes in cold water and wait until you have a full load before running the machine.
• Only use the dishwasher when it’s completely full.
• Install a low-flow showerhead — it saves both water and money — and try to keep showers shorter.
• Cover exposed copper pipes with foam insulation to reduce heat loss.
• Repair any leaking taps to avoid wasting water and energy.

Appliances and cooking

• Only fill kettles and pots with the amount of water you actually need, and use lids when cooking.
• Air-dry clothes on a line instead of using a dryer — it costs nothing. If you do use a dryer, clean the lint filter after every load.
• Appliances with lights or clocks still use power, and phone chargers draw energy even when not in use. Switching them off at the wall can cut household energy use by up to 10%.
• Limit your pool filter’s running time to the minimum recommended in the manual.

Refrigeration

• Switch off extra fridges or freezers when they’re not in use, and consider removing them if they’re unnecessary.
• Keep your fridge between 3°C and 5°C, and your freezer between -15°C and -18°C.
• Replace worn or damaged door seals on your fridge or freezer.
• Place your fridge in a cool spot away from direct sunlight, with enough space around it for airflow.

Lighting

• Switch off lights whenever you leave a room.
• Make the most of natural daylight by opening curtains and blinds — in summer, balance this with keeping excess heat out.
• Swap old, inefficient bulbs for energy-efficient ones.
• Use motion sensors for outdoor lighting so it only turns on when needed.

For more detailed information on reducing energy use at home:

• energy.gov.au — energy basics for householders
• yourhome.gov.au — energy
• sa.gov.au — energy and environment
• energyrating.gov.au