To lodge a complaint, please reach out to our customer support team below.

Make a Complaint
For more details regarding our complaint resolution process, visit this page below.

Complaint Process Details

If life or property is at risk call Emergency Services: 000

Electrical faults and emergencies

In the event of an electrical fault or emergency, please contact:

Evergy 1300 383 749

Ausgrid (24 hours) 13 13 88

Gas faults and emergencies

In the event of a gas fault or emergency, please contact:

Evergy 1300 383 749

Jemena (24 hours) 13 19 09

Read the important information about our available residential offers here. Sign-up online when you’re ready. Our online sign-up is fast and simple and will provide all the information you need to know. Please make sure to complete the sign-up at least 2 business days before you move-in

Read the important information about our available small business offers here. Sign-up online when you’re ready. Our online sign-up process is fast and simple and provide all the information you need to know.

You will need to fill out a Direct Debit Request form. To access the form and other instructions please go to Direct Debit Request and other forms you may need.

There is a valve located under the cooktop within the adjacent cupboard or drawers to isolate the cooktop. Make sure the valve is open. When your cooktop is used for the first time, some air may be trapped in the gas pipes. Once you turn on your gas cooktop it may take approximately 30 to 60 seconds to release the air and be supplied with gas. If you are still not being supplied with gas, contact your Building Manager.

If you are moving in today or tomorrow and need an urgent connection, call on 1300 383 749 (1300 EVERGY)

Yes. For safety reasons someone over the age of 18 must be at the property when it is connected (or reconnected).

If your building has been fitted with a centralised air conditioning system operated by Evergy, this means your air conditioning is not being billed with your electricity bill. You will receive all charges relating to air conditioning use and supply on your centralised services invoice. You can view information relating to these charges here

Please note that your location may not have a centralised air conditioning system operated by Evergy. Speak to our customer support team if you are unsure.

The centralised air conditioning system incurs standby usage, typically this is 0.36 kWh per air conditioning unit per day even when the system is not actively in use.

Centralised potable hot water describes a hot water system, generally within apartment or retail developments, that provides each home or business with their hot water requirements. Each property has its own hot water meter to ensure you’re only charged for what you use.

If your home or business has centralised potable hot water you will be notified when you buy or rent your property.

Let us know you are moving in by selecting the “Get connected” option on our home page or call us on 1300 383 749 (1300 Evergy). You can sign-up to receive potable hot water as part of our connection process. We recommend you contact us at least two business day before you move-in to avoid delays in getting your centralised services connected.

You should start by contacting your Building Manager for any issues related to your hot water service. Your Owners Corporation is responsible for the internal piping used to deliver hot water in your building. Evergy is responsible for a number of centralised hot water plants as well as the hot water meters. Your Building Manager may liaise with us on your behalf or request that you contact us directly.

We will send you an electricity bill monthly.

Monthly billing helps you keep track of electricity usage and many energy users find monthly billing more budget friendly.

Your potable hot water and air-conditioning services will be billed separately from your electricity service. We will send a bill for all your centralised services monthly.

eBilling is the service of sending you bills through email to your nominated email address instead of through the post

You have the right to purchase electricity from another supplier who is an authorised electricity retailer. You can view offers at the website www.energymadeeasy.gov.au. Please note that we cannot guarantee the suitability of any other offer and we note that some retailers refuse to supply customers within embedded networks.

You will still need to pay Evergy network charges. You need to make sure your retailer does not also bill you for network charges unless your retailer agrees to pay those directly to us. If your retailer agrees to pay us the network charges, we will bill them instead of you.

Your new electricity retailer will need to arrange for your meter to be changed.  We have appointed an embedded network manager to assist with this process. If you choose to return to Evergy at a later date, you may be required to pay a charge to install a new embedded network meter.

Your Embedded Network Manager code can be found on the last page of your Electricity invoice. You can also reach out to our customer support team for help.

Evergy is the supplier of the centralised Potable Hot Water Heating and Air Conditioning Thermal Energy services. The supplier of Cooker Gas is the building management committee (BMC) for your development.

You are unable to choose another supplier for these services. However, you can choose to receive all, any or none of these services. Disconnection and Reconnection fees may apply.

You have the right to purchase electricity from another supplier who is an authorised electricity retailer. You can view offers at the website www.energymadeeasy.gov.au. Please note that we cannot guarantee the suitability of any other offer and we note that some retailers refuse to supply customers within embedded networks.

You will still need to pay network charges. You need to make sure your retailer does not also bill you for network charges unless your retailer agrees to pay those directly to us. If your retailer agrees to pay us the network charges, we will bill them instead of you.

Your new electricity retailer will need to arrange for your meter to be changed.  We have appointed an embedded network manager to assist with this process. If you choose to return to the embedded network provider at a later date, you may be required to pay a charge to install a new embedded network meter.

Your Embedded Network Manager code can be found on the last page of your Electricity invoice. You can also reach out to our customer support team for help.