Connection
Why am I charged a Connection / Disconnection fee?
All Active Utilities customers are charged a fee for the connection and disconnection of their service/s.
These fees usually relate to setting up your account or for the finalisation of your account, and may include a final meter reading or isolation of your service.
We aim to keep these charges to a minimum; however due to some external costs, these are unavoidable.
Do I have to be home for a connection?
In most circumstances, you’re not required to be home for the connection of your services. We will make a specific appointment if we require access to your tenancy.
Connections are typically made between 8am and 8pm Monday to Friday (excluding public Holidays).
Note for Electricity connections: Please ensure that your main isolation switch contained within your switchboard in your tenancy is in the OFF position prior to connection. If this is left on, we may not be able to connect your tenancy when requested due to safety requirements.
Disconnection
My service was disconnected without notice
Most disconnections occur for account-related reasons and are preceded by a Service Interruption Notice. But in rare circumstances, we become aware of theft, illegal activity or dangerous use. If your account is disconnected without notice, contact us immediately. To restore service, you must contact Active Utilities and meet all conditions for resupply. See our full article for more information.
How do I restore connection of my services?
Following a service disconnection, your account must be re-established. That means clearing any unpaid amounts and setting measures in place for the future. This helps you avoid a similar situation arising again. To restore your service, you’ll need to contact Active Utilities and meet all the conditions for resupply. See our full article for more information.
I received a Service Interruption / Disconnection Notice
Active Utilities may issue a Service Interruption Notice if you have not made payment within 14 days of your account due date. See the full article for more information.
Why am I charged a Connection / Disconnection fee?
All Active Utilities customers are charged a fee for the connection and disconnection of their service/s.
These fees usually relate to setting up your account or for the finalisation of your account, and may include a final meter reading or isolation of your service.
We aim to keep these charges to a minimum; however due to some external costs, these are unavoidable.
I am going to be away for a while. Should I disconnect my services?
This really depends on how you use your utilities and how long you will be away. In situations such as this, it is best to contact one of our staff via our contact us form online or phone at 1300 587 623, or alternatively by email at service@activeutilities.com.au.
General
How do Embedded Networks operate in Western Australia?
Western Australia has its own electricity laws and does not operate under the National Energy Customer Framework administered by the AER.
Embedded networks located on a single property are now referred to as single property networks or SPNs under Western Australia’s developing regulatory framework.
Current regulation
Until 1 July 2027, most SPN operators rely on an exemption from electricity licensing and must comply with the conditions of the applicable Western Australian exemption order.
These conditions include requirements relating to billing, certain charges and protections for residents who require life-support equipment.
Different requirements apply to licensed electricity providers and embedded networks spanning multiple green-title properties.
Changes from 1 July 2027
From 1 July 2027, applicable single property network providers will be regulated under Western Australia’s Alternative Electricity Services framework.
Providers covered by the new framework will be required to:
- register with the Economic Regulation Authority;
- comply with the applicable Alternative Electricity Services Code of Practice; and
- join the Energy and Water Ombudsman Western Australia scheme.
The new framework is intended to give SPN customers protections more closely aligned with those available to customers of licensed electricity retailers.
We will update our information and processes as the new requirements commence and as required.
More information
For current information about embedded networks in Western Australia, visit:
Do you sell solar?
Active Utilities specialise in standard Solar installations all the way to larger commercial site installations. To find out more about our capabilities and how we may be able to assist you please contact us via email at sales@activeutilities.com.au.
Who is the Electricity Regulator in NSW?
The Australian Energy Regulator (AER) regulates retail electricity in NSW, including embedded networks. For more information, please visit the AER website.
Who is the Electricity Regulator in VIC
The Essential Services Commission (ESC) is the independent regulator that regulates Victoria’s energy sectors, including embedded networks. For more information, please visit the ESC website.
Who is the Electricity Regulator in WA?
The Public Utilities Office, a section of the WA Department of Treasury, administers licence exemptions for embedded networks in WA. The Public Utilities Office can provide information on licence exemptions and the regulatory framework that exempts persons from operating within. For more information, please visit the WA Department of Treasury website.
Who is the Electricity Regulator in QLD?
The Australian Energy Regulator (AER) regulates retail electricity in QLD, including embedded networks. For more information, please visit the AER website.
Where is Active Utilities office?
Active Utilities head office is located at Level 2, 3 Bristol St, ESSENDON FIELDS VIC 3041.
We also have offices located in Adelaide (SA) and Brisbane (QLD).
How do I set up an account?
Visit our Sign Up page. Follow the prompts listed on the screen to complete your application.
Who is my Electricity Distributor?
Electrical distributors are set based on your address; you are not able to change distributors or directly connect your service with them. Distributors work directly with Electricity supply companies, also known as retailers, which is who you purchase your electricity from.
Visit the Australian Energy Regulator website to assist you with identifying who the distributor is for your area. Alternatively, you can also find this information on the top right-hand side of your Active Utilities invoice.
What does the Victoria Embedded Network ban mean?
On 25 July 2022, the Victoria Government made a media release in relation to its intent to ban new Embedded Networks in Victoria that do not meet a 100% renewable target by January 2023. You can find a copy of the media release here.
What is Regulatory framework for Embedded Networks?
Understanding the Regulatory framework for Embedded Networks can sometimes be confusing. In Australia, we have both a National and state-based framework, which results in different exemptions for different locations. An Embedded Network is a private distribution Network that also on-sells electricity (retail) to tenants. You can learn more about Embedded Networks here. Below is a breakdown of the regulatory framework that is applied to an Embedded Network.
Received An Email From Active in Error?
If you have received an email from any Active staff member or representative in error, please take note of the below notice.
We thank you in advance for your acknowledgment and compliance to the below. This email and any attachments are confidential and intended solely for the use of the individual or entity to whom it is addressed and may contain copyright and/or legally privileged information. If you are not the addressee, you are prohibited to read, print, store, copy or forward all or any of this email or its attachments. Views expressed in this message are those of the individual sender and are not necessarily the views of Active Utilities Pty Ltd, unless otherwise stated. If you receive this email in error, please notify the sender and delete.
What are the Federal Energy Relief Rebates?
Extension of 2024-25 Energy Bill Relief for households and small businesses, The Commonwealth Government has announced a $1.8 billion extension of the Energy Bill Relief Fund.
Australian households and eligible small businesses with electricity bills may receive up to $150 in energy bill rebates from 1 July 2025 to the end of 2025. This is on top of the existing $3.5 billion energy bill relief being rolled out in the 2024–25 financial year.
Under the 2024-25 program, households are eligible for up to $300 of energy bill relief, and eligible small businesses may receive up to $325.
For detailed information, read the full article below.