Terms and Conditions

FAQs

We are here to address your queries and provide you with detailed, step-by-step instructions to accomplish your goals.

Accounts payments

Services and complaints

What can I do if I’m having trouble paying my bills? 

Get in touch with the Nectr Customer Care team, by emailing hello@nectr.com.au and we may be able to help you out with our three-month payment plan. Our payment plan allows you to make incremental payments though the Nectr app, over a three-month period.  

You should also read Nectr’s Hardship Policy to see which other avenues may be available to you. 

Why do my bills fluctuate so much? 

There may be a few reasons why your bills seem to go up and down so much. Depending on the time of year and the weather, you may be using heating or cooling appliances more frequently. Additionally, older appliances are less energy efficient, so it may be beneficial to upgrade to something more modern.    

Additionally, if you have an interval meter which is only read every three months (or so), you may occasionally experience ‘catch-up bills’ that help adjust estimated meter reads. 

Why can’t I see my power usage on the Nectr app anymore? 

Different kinds of meters were giving inaccurate usage statistics, so to avoid misleading people, we took it off the app. However, because usage is a commonly requested feature, we have been working hard on fixing it, and it will be returning to the Nectr app soon. 

I have trouble paying my bill on time each month. What can I do? 

If you find that your bill’s due date doesn’t properly align with your pay cycle, reach out to the Nectr Customer Care team and let us know and we may be able to help by changing the date of your billing cycle. 

I think you might be charging me too much. How can I be sure? 

The most common reason that people believe that they may be charged too much, is that they have an interval meter. Every three months (or so) your energy distributor sends someone to read your meter. They send that information to us, and based on that, we estimate your usage. You are able to perform a self-meter read to help us get more accurate information, and if we have been charging you too much, we will credit your account with the balance. 

How am I supposed to pay this high bill? What are my options? 

We completely understand that life doesn’t always go to plan and that sometimes, the unexpected happens. So, if you’re having trouble paying a bill, Nectr can help with our three-month payment plan. Our payment plan allows you to make incremental payments though the Nectr app, over a three-month period.  

Additionally, have a read of Nectr’s Hardship Policy to see what avenues may be available to you. But most importantly, you should get in touch with us and let us know that you're struggling, so we can do all we can to help you out.  

I think my meter must be faulty. How can I check? 

Your meter could possibly be faulty. However, getting someone out to check it isn’t cheap, and if someone is sent out, you will be charged.  

To avoid any unnecessary costs, there are a few things you can do to help determine if your meter may actually be faulty. If you have a basic meter, send us a self-meter read. You can learn how to perform a simple self-meter read by following the instructions on the Nectr app, or on the Nectr website. We can send someone to perform a manual read for you, but you should be aware that this is not free. 

Basic meters are replaced after every ten years, so it is possible that your meter is due to be replaced. Smart meters, which provide much more accurate readings, are only replaced every five years.  

I’m paying too much for my electricity. Why is that? 

Your electricity rate is locked in for the length of your contract with Nectr. However, your recent bill may be higher than expected for a number of reasons.  

Those reasons could be practical and incorporate instances where there have been more people than usual visiting your premises and using more electricity. Or you may be doing home renovations where power tools are using extra electricity. The weather may have recently changed, and you have been using extra power to heat or cool your place to a more comfortable temperature. You should also know that older appliances are less energy efficient and drain more power when they are in use.  

Alternatively, you may not have had a meter read recently, and your bill has been estimated from previous years’ power usage. Or you may have been undercharged in previous bills, and this bill is a ‘catch up’ bill. Finally, there is a possibility that the amount owed is due to an unpaid amount from your previous bill. 

Why have I just received a high bill? 

There could be a number of reasons why you have received a higher-than-expected bill. 

Those reasons could be practical and incorporate instances where there have been more people than usual visiting your premises and using more electricity. Or you may be doing home renovations where power tools are using extra electricity. The weather may have recently changed, and you have been using extra power to heat or cool your place to a more comfortable temperature. You should also know that older appliances are less energy efficient and drain more power when they are in use.  

Alternatively, you may not have had a meter read recently, and your bill has been estimated from previous years’ power usage. Or you may have been undercharged in previous bills, and this bill is a ‘catch up’ bill. Finally, there is a possibility that the amount owed is due to an unpaid amount from your previous bill.  

Why are my bills always estimated? 

Estimated bills are usually due to interval meters 

For us to get a reading from someone with an interval meter, a meter reader needs to visit your premises in person, to look at your meter and take a reading. Because this is such an involved process, interval meters are only read every three months (or so), and your electricity usage is estimated based on previous readings. 

I just transferred across to Nectr and now my first bill is too high. What has happened? 

There are a few factors that may have caused your first bill to be higher than expected. However, the most likely reason is that you are probably using an interval meter.  

For us to get a reading from someone with an interval meter, a meter reader needs to visit your premises in person, to look at your meter and take a reading. Because this is such an involved process, basic meters are only read every three months (or so), and your electricity usage is estimated based on previous readings.  

Alternatively, your first bill may appear to be high, because you have transferred to Nectr on an estimate.  

When will I get my first bill? 

You will receive your first bill a month after you sign up with Nectr. If, after a month, you still haven’t received a bill, please get in touch with the Nectr Customer Care team. 

What is Nectr's hardship policy?

We understand that sometimes life doesn't go to plan, which is why we have a hardship policy that outlines the financial assistance options that may be available to you, should you experience any financial difficulty.

You can view our hardship policy here.

Nectr app

How do I add my concession card? 

The simplest way, is by using the Nectr app or visiting the Nectr website to log into your Nectr Hive account, then follow the instructions for adding a new concession card. If you’ve tried using the app and the website but you’re still having trouble, please reach out to the Nectr Customer Care team by emailing hello@nectr.com.au. 

Can I change my payment date? 

Yes. Get in touch with the Nectr Customer Care team by emailing hello@nectr.com.au, and let us know that you’d like to delay or reschedule your payment date, and we can work with you to change your - payment date.

Why can’t I see my power usage on the Nectr app anymore? 

Different kinds of meters were giving inaccurate usage statistics, so to avoid misleading people, we took it off the app. However, because usage is a commonly requested feature, we have been working hard on fixing it, and it will be returning to the Nectr app soon. 

What can I do on the Nectr app? 

There are many things that you can do when you download the Nectr app, such as: 

  • See your usage. 
  • See your current balance. 
  • Pay your bill. 
  • Submit a self-meter read. 
  • Refer a friend to earn a bill credit. 
  • Contact Nectr. 
  • See your previous bills. 
  • Download your previous bills. 
  • See your transaction history. 
  • Manage your payments. 
  • Manage your contact details. 
  • Change your log in password. 
  • Set up your notification centre. 
  • Chat with a member of the Nectr support team. 
  • See your energy flow (if you have a solar battery). 
  • View your current plan. 
  • See when plan ends 
  • Read Nectr’s FAQs. 
  • Access helpful info like payment and billing options, instructions on how to submit a self-meter read, details on the rebates, grants, and incentives you may be eligible for, and more.  
I can’t get into the Nectr app. What can I do? 

If you’ve tried deleting the app and re-installing it, but still can’t log into the Nectr app, get in touch with the Nectr Customer Care team by emailing hello@nectr.com.au and we can reset your password. 

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

How can I see my power usage? 

The simplest way to see your power usage is with the Nectr app. When you download the Nectr app, you can view the PowerFlow dashboard, see your previous bills, refer a friend to Nectr, and more.  

How do I know when my bills are due? 

When you download the Nectr app, you’ll be able to see the date that your bills are due. And when you learn the date that your bill is due last month, you’ll now know the date that your bill is due this month, and next month, and every subsequent month as your Nectr bill is due on the same date every month! 
Though if you’d prefer to be reminded each month of when it’s due, open the settings on your phone, and make sure that your Nectr app notifications are active. 

Can I change my payment method? 

Yes. Changing your method of payment can be done quickly and easily by using the Nectr app, or by logging into ‘My Account’ on the Nectr website. 

Billing and payment options

I can't afford the full bill amount, can I just pay a small amount now?

We know that some things in life can be beyond your control. So, if you’re having trouble paying a bill, get in touch with us and let us know your situation, so we can do all we can to help. 

Read Nectr’s Hardship Policy to see what options may be available to you - like our payment plan, which allows you to make incremental payments though the Nectr app, over a three-month period. 

Can I change my payment date? 

Yes. Get in touch with the Nectr Customer Care team by emailing hello@nectr.com.au, and let us know that you’d like to delay or reschedule your payment date, and we can work with you to change your - payment date.

I have trouble paying my bill on time each month. What can I do? 

If you find that your bill’s due date doesn’t properly align with your pay cycle, reach out to the Nectr Customer Care team and let us know and we may be able to help by changing the date of your billing cycle. 

I think you might be charging me too much. How can I be sure? 

The most common reason that people believe that they may be charged too much, is that they have an interval meter. Every three months (or so) your energy distributor sends someone to read your meter. They send that information to us, and based on that, we estimate your usage. You are able to perform a self-meter read to help us get more accurate information, and if we have been charging you too much, we will credit your account with the balance. 

How do I know when my bills are due? 

When you download the Nectr app, you’ll be able to see the date that your bills are due. And when you learn the date that your bill is due last month, you’ll now know the date that your bill is due this month, and next month, and every subsequent month as your Nectr bill is due on the same date every month! 
Though if you’d prefer to be reminded each month of when it’s due, open the settings on your phone, and make sure that your Nectr app notifications are active. 

How am I supposed to pay this high bill? What are my options? 

We completely understand that life doesn’t always go to plan and that sometimes, the unexpected happens. So, if you’re having trouble paying a bill, Nectr can help with our three-month payment plan. Our payment plan allows you to make incremental payments though the Nectr app, over a three-month period.  

Additionally, have a read of Nectr’s Hardship Policy to see what avenues may be available to you. But most importantly, you should get in touch with us and let us know that you're struggling, so we can do all we can to help you out.  

I’m paying too much for my electricity. Why is that? 

Your electricity rate is locked in for the length of your contract with Nectr. However, your recent bill may be higher than expected for a number of reasons.  

Those reasons could be practical and incorporate instances where there have been more people than usual visiting your premises and using more electricity. Or you may be doing home renovations where power tools are using extra electricity. The weather may have recently changed, and you have been using extra power to heat or cool your place to a more comfortable temperature. You should also know that older appliances are less energy efficient and drain more power when they are in use.  

Alternatively, you may not have had a meter read recently, and your bill has been estimated from previous years’ power usage. Or you may have been undercharged in previous bills, and this bill is a ‘catch up’ bill. Finally, there is a possibility that the amount owed is due to an unpaid amount from your previous bill. 

Why are my bills always estimated? 

Estimated bills are usually due to interval meters 

For us to get a reading from someone with an interval meter, a meter reader needs to visit your premises in person, to look at your meter and take a reading. Because this is such an involved process, interval meters are only read every three months (or so), and your electricity usage is estimated based on previous readings. 

Do you bill quarterly?

No. Nectr bills monthly so you can have better control over your electricity usage, and by paying smaller monthly bills, you can more effectively manage your budget and avoid any unexpected quarterly bills.

When will I get my first bill? 

You will receive your first bill a month after you sign up with Nectr. If, after a month, you still haven’t received a bill, please get in touch with the Nectr Customer Care team. 

Can I change my payment method? 

Yes. Changing your method of payment can be done quickly and easily by using the Nectr app, or by logging into ‘My Account’ on the Nectr website. 

Why do I have to sign-up with a credit card or via direct debit? 

There are a few reasons behind Nectr’s policy of only accepting credit card or direct debit payments. Nectr is a digital company and digital bill payments are a part of our structure. Digital payments are faster and more convenient, which allows you to know exactly when your payments will be transferred. It also eliminates any possibility of cheques or cash getting lost in the post, or the likelihood of bills being paid late due to slow delivery times.

Do you accept American Express cards? 

No. Nectr only accepts Visa or Master Card.  
Nectr does not charge any credit card handling fees, however, you may incur fees from your bank. 

Will you send me a bill if I change my mind within the cooling off period? 

If you have transferred to Nectr from another energy provider, no we won’t bill you. 
However, if there was no previous electricity provider at your residence when you moved in, and we have already started giving you power, we will bill you for the electricity you have consumed for those few days.  

What is Nectr's hardship policy?

We understand that sometimes life doesn't go to plan, which is why we have a hardship policy that outlines the financial assistance options that may be available to you, should you experience any financial difficulty.

You can view our hardship policy here.

What are my payment options?

Nectr retail electricity customers can pay their monthly, paperless bills using direct debit option using their bank account or via credit/debit card.

General account

What can I do if I’m having trouble paying my bills? 

Get in touch with the Nectr Customer Care team, by emailing hello@nectr.com.au and we may be able to help you out with our three-month payment plan. Our payment plan allows you to make incremental payments though the Nectr app, over a three-month period.  

You should also read Nectr’s Hardship Policy to see which other avenues may be available to you. 

Why do my bills fluctuate so much? 

There may be a few reasons why your bills seem to go up and down so much. Depending on the time of year and the weather, you may be using heating or cooling appliances more frequently. Additionally, older appliances are less energy efficient, so it may be beneficial to upgrade to something more modern.    

Additionally, if you have an interval meter which is only read every three months (or so), you may occasionally experience ‘catch-up bills’ that help adjust estimated meter reads. 

Can I also get my partner's name on the bill for home loan application and/or immigration purposes? 

Unfortunately, only the primary account holder can be on the bill. However, this may change at some point in the future, and if it does, we will be sure to let you know.

I can't afford the full bill amount, can I just pay a small amount now?

We know that some things in life can be beyond your control. So, if you’re having trouble paying a bill, get in touch with us and let us know your situation, so we can do all we can to help. 

Read Nectr’s Hardship Policy to see what options may be available to you - like our payment plan, which allows you to make incremental payments though the Nectr app, over a three-month period. 

Can I change my payment date? 

Yes. Get in touch with the Nectr Customer Care team by emailing hello@nectr.com.au, and let us know that you’d like to delay or reschedule your payment date, and we can work with you to change your - payment date.

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

What happens if I want to leave Nectr before the end of my contract? 

Nothing. Just find a retailer you like, and they’ll take care of it.  

However, if you just want to leave, contact the Nectr Customer Care team and we can close your account for you. 

What if I want to join Nectr, but the contract with my current electricity retailer hasn’t ended yet? 

You don’t have to wait for your current contract to end before changing to Nectr. You can change retailers free of charge, anytime, and benefit from new rates in as little as two days.  

You will, however, still receive a final bill from your current energy provider for any electricity you have used since receiving your last bill. 

My previous account at my old electricity provider was in credit. What happens to that money? 

On the final bill from your previous retailer, they should provide you with a reversal of charges and then credit your bank account with the balance. If they don’t, you will have to get in contact with them. 

Now that I’ve renewed my contract with Nectr, do I need to do anything?

If you've just renewed your Nectr plan, you don’t have to do anything. We’ll take care of everything, so at the end of your fixed benefit period, you will automatically move across onto our Hive Saver plan, which has no lock in contracts and no exit fees.

Now that I’ve signed up with Nectr, do I need to do anything? 

Once you’ve signed up to Nectr – we'll take care of everything else. If we require anything else from you, we will be in touch to let you know.

What happens when my plan ends? 

Five weeks before the end of your - existing contract, Nectr will be in contact with you to offer you great new rates on a new plan. You’ll automatically be transferred to the new plan. If you wish to discuss your new plan you can email us at hello@nectr.com.au

When will my rates change? 

If your energy plan includes a fixed benefit period, your rates may change on or after the end of the fixed benefit period. We will reach out to you prior to the end of your fixed benefit period to let you know what changes will occur after the end of your fixed benefit period.

If your product does not have a fixed benefit period rates may be varied inline with the following unless otherwise prohibited by regulation or government directive.
NSW,ACT,SA: We may vary your rates and charges by providing you notice of any changes at least 5 business days before they become effective.
QLD: We may vary your rates and charges by providing you with at least 10 business days notice before any increase, and at least 5 business days notice before any decrease to your rates.
VIC: We may vary your rates and charges by providing you with notice of any changes as soon as practicable, and otherwise no later than your next bill.

Information on any applicable fixed benefit periods can be found in the Energy Plan Confirmation we sent you with the welcome email.

Are my electricity rates locked in? 

If have signed up for energy only services prior to the 21st of December 2023, you will most likely have a fixed benefit period of up to 12 months. What this means is that your Energy Rates will not vary for this benefit period (e.g. if fixed benefit period is 12 months, your rates will not be varied within 12 months from your date of transfer). Please refer to your Energy Plan Confirmation attached to the welcome email we sent you for details on the fixed benefit period that applies to you.

For customers who have taken up our solar, solar + battery or battery only bundles, rates are generally fixed for 3 to 5 years. Please refer to your Energy Plan Confirmation attached to your welcome email.

I have trouble paying my bill on time each month. What can I do? 

If you find that your bill’s due date doesn’t properly align with your pay cycle, reach out to the Nectr Customer Care team and let us know and we may be able to help by changing the date of your billing cycle. 

I think you might be charging me too much. How can I be sure? 

The most common reason that people believe that they may be charged too much, is that they have an interval meter. Every three months (or so) your energy distributor sends someone to read your meter. They send that information to us, and based on that, we estimate your usage. You are able to perform a self-meter read to help us get more accurate information, and if we have been charging you too much, we will credit your account with the balance. 

How can I see my power usage? 

The simplest way to see your power usage is with the Nectr app. When you download the Nectr app, you can view the PowerFlow dashboard, see your previous bills, refer a friend to Nectr, and more.  

How do I submit a self-meter read? 

You can submit a self-meter read by simply following the instructions on the Nectr app. Alternatively, we have also written a guide to help you make a self-meter read

How do I know when my bills are due? 

When you download the Nectr app, you’ll be able to see the date that your bills are due. And when you learn the date that your bill is due last month, you’ll now know the date that your bill is due this month, and next month, and every subsequent month as your Nectr bill is due on the same date every month! 
Though if you’d prefer to be reminded each month of when it’s due, open the settings on your phone, and make sure that your Nectr app notifications are active. 

I’m paying too much for my electricity. Why is that? 

Your electricity rate is locked in for the length of your contract with Nectr. However, your recent bill may be higher than expected for a number of reasons.  

Those reasons could be practical and incorporate instances where there have been more people than usual visiting your premises and using more electricity. Or you may be doing home renovations where power tools are using extra electricity. The weather may have recently changed, and you have been using extra power to heat or cool your place to a more comfortable temperature. You should also know that older appliances are less energy efficient and drain more power when they are in use.  

Alternatively, you may not have had a meter read recently, and your bill has been estimated from previous years’ power usage. Or you may have been undercharged in previous bills, and this bill is a ‘catch up’ bill. Finally, there is a possibility that the amount owed is due to an unpaid amount from your previous bill. 

Why have I just received a high bill? 

There could be a number of reasons why you have received a higher-than-expected bill. 

Those reasons could be practical and incorporate instances where there have been more people than usual visiting your premises and using more electricity. Or you may be doing home renovations where power tools are using extra electricity. The weather may have recently changed, and you have been using extra power to heat or cool your place to a more comfortable temperature. You should also know that older appliances are less energy efficient and drain more power when they are in use.  

Alternatively, you may not have had a meter read recently, and your bill has been estimated from previous years’ power usage. Or you may have been undercharged in previous bills, and this bill is a ‘catch up’ bill. Finally, there is a possibility that the amount owed is due to an unpaid amount from your previous bill.  

Why are my bills always estimated? 

Estimated bills are usually due to interval meters 

For us to get a reading from someone with an interval meter, a meter reader needs to visit your premises in person, to look at your meter and take a reading. Because this is such an involved process, interval meters are only read every three months (or so), and your electricity usage is estimated based on previous readings. 

I just transferred across to Nectr and now my first bill is too high. What has happened? 

There are a few factors that may have caused your first bill to be higher than expected. However, the most likely reason is that you are probably using an interval meter.  

For us to get a reading from someone with an interval meter, a meter reader needs to visit your premises in person, to look at your meter and take a reading. Because this is such an involved process, basic meters are only read every three months (or so), and your electricity usage is estimated based on previous readings.  

Alternatively, your first bill may appear to be high, because you have transferred to Nectr on an estimate.  

Do you bill quarterly?

No. Nectr bills monthly so you can have better control over your electricity usage, and by paying smaller monthly bills, you can more effectively manage your budget and avoid any unexpected quarterly bills.

When will I get my first bill? 

You will receive your first bill a month after you sign up with Nectr. If, after a month, you still haven’t received a bill, please get in touch with the Nectr Customer Care team. 

Can I change my payment method? 

Yes. Changing your method of payment can be done quickly and easily by using the Nectr app, or by logging into ‘My Account’ on the Nectr website. 

Why do I have to sign-up with a credit card or via direct debit? 

There are a few reasons behind Nectr’s policy of only accepting credit card or direct debit payments. Nectr is a digital company and digital bill payments are a part of our structure. Digital payments are faster and more convenient, which allows you to know exactly when your payments will be transferred. It also eliminates any possibility of cheques or cash getting lost in the post, or the likelihood of bills being paid late due to slow delivery times.

Are there any costs for connections or disconnections? 

Nectr does not charge any additional fees for connections or disconnections.  

However, you may be charged a fee by your distributor and/or meter provider, if you have been disconnected when you move out of your property. These fees are associated with the cost of having a meter reader attend the premises and obtaining a read to close your account    

It is important to schedule a disconnection sooner rather than later, as you will incur a fixed network service charge (usually around $1 a day) for each day you are connected to the energy grid. This fee applies regardless of whether or not you actually use any electricity. 

Will you send me a bill if I change my mind within the cooling off period? 

If you have transferred to Nectr from another energy provider, no we won’t bill you. 
However, if there was no previous electricity provider at your residence when you moved in, and we have already started giving you power, we will bill you for the electricity you have consumed for those few days.  

What happens if I change my mind? 

If you’re considering changing your mind, please get in contact with the Nectr Customer Care team, and we can help you with everything. 

When does my cooling off period end? 

Your cooling off period begins the next business day after you receive your welcome pack. Then, 10 business days after it begins, your cooling off period will end.

When does my cooling off period start? 

Your welcome pack will be sent one business day after your successful application. Then, one business day later, your cooling off period begins

When do I get my welcome pack? 

Your welcome pack will be emailed to you within one business day of your successful application. However, if you’re not successful with your application, we will also email within one business day, to inform you of this outcome. 

How does the transfer process work?

When you sign up, we will verify all the details we ask you to provide. Then, we take care of the market transaction from your previous retailer. You will receive a final bill from your previous retailer, and then, one month after we transfer you across to Nectr, you will receive a bill from us. 

Will I get a bill from my previous retailer?

Yes. You will always receive a final bill that covers your usage from when they last billed you, up until the day you were transferred over to Nectr.

Do I need to contact my previous retailer?

No. When you sign up to Nectr, we’ll take care of all of the processes involved with transferring you across from your previous retailer.

How long until my Nectr account is active? 

If you’re transferring your energy from one provider over to Nectr, the process takes two days. However, if you’re moving into a place, your account will be active from the day you choose to get your power connected. 

How do I become a Nectr customer?

You can sign up to become a Nectr electricity customer, by selecting a plan on our website, and getting a quote from one of our experts.

Alternatively, if you’re thinking about adding solar panels to your home, or a battery to your existing solar system, or even an entire solar panel and battery bundle - there are options available to you on our website. Just request a call from one of Nectr’s solar experts who can guide you through the process of finding the best solar power system for your place.

Commercial solutions

What if the size of my electricity load changes during the PPA contract term?

There will be no material impact if the electricity load changes during the PPA contract term.

If the business already has some of our own solar panels, is there any benefit for us in having a PPA?

Many commercial and industrial businesses perform very energy intensive operations and/or have limited space to install enough panels to meet their full energy needs. You are likely to find that your solar panels only meet part of your daily energy needs, in which case the remaining balance of your load will benefit from being on the PPA. In addition, the LGCs you receive through the PPA can help go towards the portion of your energy not supplied the PPA. You can elect whatever portion of your load you would like supplied through a PPA.

Concessions

Concessions - QLD

Energy concessions available to QLD customers

The Commonwealth and Queensland Governments provide support for residential electricity customers to help them manage their consumption.

Click the link below to view the energy concessions currently available to QLD customers:

Energy Concessions QLD

Concessions - NSW

Energy concessions available to NSW customers

The Commonwealth and New South Wales Governments provide support for residential electricity customers to help manage their consumption.

Click the link below to view the energy concessions currently available to NSW customers:

Energy Concessions NSW

Connection assistance

What are the timeframes for meter installation?

The timeframes for installation depend on several factors – for a new connection it is usually 6 business days, and for existing or connection alternation it is 15 business days from receiving your request to install the meter. For more information click here

How do I submit a self-meter read?

You can submit a self-meter read by simply following the instructions on the Nectr app. Alternatively, we have also written a guide to help you make a self-meter read.

Credit and ID verification

Identification (ID)

Can I also get my partner's name on the bill for home loan application and/or immigration purposes? 

Unfortunately, only the primary account holder can be on the bill. However, this may change at some point in the future, and if it does, we will be sure to let you know.

What forms of ID do I need to sign up to Nectr?

To sign up to Nectr, you will need a valid Australian Passport, Australian Drivers licence, or a Medicare card.

Credit

Why do I have to sign-up with a credit card or via direct debit? 

There are a few reasons behind Nectr’s policy of only accepting credit card or direct debit payments. Nectr is a digital company and digital bill payments are a part of our structure. Digital payments are faster and more convenient, which allows you to know exactly when your payments will be transferred. It also eliminates any possibility of cheques or cash getting lost in the post, or the likelihood of bills being paid late due to slow delivery times.

Do you accept American Express cards? 

No. Nectr only accepts Visa or Master Card.  
Nectr does not charge any credit card handling fees, however, you may incur fees from your bank. 

What is Nectr's privacy and credit reporting policy?

Privacy is of paramount importance to us at Nectr. We comply with the Privacy Act and the Australian Privacy Principles, and we have a comprehensive Privacy and Credit Reporting Policy you can access here

How do I access my credit files?

There are various companies who offer more information on your credit file, including Equifax. You can also reach out to your bank who may guide you with the right process to avail yourself of one.

Meter readings

What is a smart meter?

A smart meter (also known as a digital meter) digitally measures your energy use. A smart meter measures when and how much electricity is used at your premises. It then sends this information back to your energy retailer remotely, without your meter being manually read by a meter reader.

How come nothing has changed, even though I have submitted a self-meter read? 

For us to be able to adjust your bill before we issue it, your self-meter read has to be submitted within your billing window. However, if you have done it within a certain time, we may be able to reissue your bill. If you do think that there may be a discrepancy with your bill, please contact us by emailing the Nectr Customer Care team at hello@nectr.com.au 

Meter reads

How come nothing has changed, even though I have submitted a self-meter read? 

For us to be able to adjust your bill before we issue it, your self-meter read has to be submitted within your billing window. However, if you have done it within a certain time, we may be able to reissue your bill. If you do think that there may be a discrepancy with your bill, please contact us by emailing the Nectr Customer Care team at hello@nectr.com.au 

Why do my bills fluctuate so much? 

There may be a few reasons why your bills seem to go up and down so much. Depending on the time of year and the weather, you may be using heating or cooling appliances more frequently. Additionally, older appliances are less energy efficient, so it may be beneficial to upgrade to something more modern.    

Additionally, if you have an interval meter which is only read every three months (or so), you may occasionally experience ‘catch-up bills’ that help adjust estimated meter reads. 

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

I think you might be charging me too much. How can I be sure? 

The most common reason that people believe that they may be charged too much, is that they have an interval meter. Every three months (or so) your energy distributor sends someone to read your meter. They send that information to us, and based on that, we estimate your usage. You are able to perform a self-meter read to help us get more accurate information, and if we have been charging you too much, we will credit your account with the balance. 

How do I submit a self-meter read? 

You can submit a self-meter read by simply following the instructions on the Nectr app. Alternatively, we have also written a guide to help you make a self-meter read

I think my meter must be faulty. How can I check? 

Your meter could possibly be faulty. However, getting someone out to check it isn’t cheap, and if someone is sent out, you will be charged.  

To avoid any unnecessary costs, there are a few things you can do to help determine if your meter may actually be faulty. If you have a basic meter, send us a self-meter read. You can learn how to perform a simple self-meter read by following the instructions on the Nectr app, or on the Nectr website. We can send someone to perform a manual read for you, but you should be aware that this is not free. 

Basic meters are replaced after every ten years, so it is possible that your meter is due to be replaced. Smart meters, which provide much more accurate readings, are only replaced every five years.  

Do you not read meters? 

Nectr does not perform meter reads. Your electricity distributer owns all of the cables, poles, meters, etc., that are involved with the delivery of your electricity. They are also the ones responsible for checking, reading, repairing, and replacing the associated hardware, and are the ones who perform meter reads, which they then pass onto Nectr. 

Why are my bills always estimated? 

Estimated bills are usually due to interval meters 

For us to get a reading from someone with an interval meter, a meter reader needs to visit your premises in person, to look at your meter and take a reading. Because this is such an involved process, interval meters are only read every three months (or so), and your electricity usage is estimated based on previous readings. 

What is a visual site inspection?  

If the meter at your premises has not been active for a period of 30 days (or around four and a half weeks), a technician will need to visit in person to perform a visual site inspection.  
During a visual site inspection, the technician will attend your property to assess any risks to safety, the age of the equipment, whether the equipment has experienced any deterioration or corrosion, to check if there is any evidence of tampering, or if there are any other forms of damage.  

Each state has slightly different inactive period requirements, however, we will let you know if an inspection is required.

Have you missed a digit from my NMI?

Your NMI (national meter identifier) is a unique 10 digit number. Sometimes that ‘number’ may start with one or two letters, and sometimes, there may be an additional number at the end. If you have an eleventh number on your NMI, don’t worry. It is only used for data entry purposes on computer systems and isn’t required for what we need.

How do I submit my own meter read?

You can submit a self-meter read by simply following the instructions on the Nectr app. Alternatively, we have also written a guide to help you make a self-meter read

How often is my meter read?

The frequency of a meter read will depend on what type of meter your residence has. There are three main types:

Basic meter

A basic meter requires a meter reader to physically come to your property and record your usage. As a basic meter can’t discern when the electricity has been used, customers are charged the same rate regardless of how much energy has been used. A meter reader will manually read your usage every 2-3 months.

Interval meter

An interval meter (also known as a time of use meter) records your electricity usage every 30 minutes. This means energy retailers can charge you different rates depending on the time of the day you use electricity. A meter reader is still required to communicate your data to your provider every 2-3 months.

Smart meter

Smart meters (commonly known as digital meters) also record your electricity usage every 30 minutes, allowing you to be charged different rates at different times of the day. The difference between an interval meter and a smart meter is that a smart meter's data can be read remotely and uploaded directly to the provider daily.

Moving house

How long will it take?

We are able to get you connected on the same day you sign up - IF you complete your sign-up before the cut-off time. Otherwise, we can connect your electricity the next business day. 

The sign-up cut-off times vary by state: 
ACT – 1pm 
NSW – 2pm 
QLD – 12pm 
SA – 2pm 

Disconnecting services

You will need to call us on 1300 111 211 or email us at hello@nectr.com.au. We will need to verify few details before we proceed with the disconnection request.

Urgent electricity connections

Urgent electricity connections are dependent on various factors such as when you have called us, what time in the day you want the connection, which state you are calling from to name a few. We always try to fulfil your request and encourage you to call us on 1300 111 211 for urgent request.

If you’re transferring your energy from one provider over to Nectr, the process takes two days. However, if you’re moving into a place, your account will be active from the day you choose to get your power connected. 

Choosing a connection date

To choose a connection date, just send an email to hello@nectr.com.au, and tell us what date you’d like to get connected. Alternatively, you can simply use the ‘contact us’ function on the Nectr app to tell us.  

Please note that connection times are limited to weekdays during business hours (i.e., Monday to Friday, 9am to 5pm).

Connections and disconnections

Do you offer urgent electricity connections?

Urgent electricity connections are dependent on various factors such as when you have called us, what time in the day you want the connection, which state you are calling from to name a few. We always try to fulfil your request and encourage you to call us on 1300 111 211 for urgent request.

How long will it take to turn the lights on at the new property

When you move to your new home you are required to nominate a date when you want the lights turned on at your new property. Nectr usually requires at least 2 business days notice to turn the light on however in some instances we can offer a same day connection if you have a smart meter and submit your request before noon on a business day.

I need to change my move-in date. What can I do? 

If you need to change your move-in date, just send an email to hello@nectr.com.au, and tell us what date you’d like to change your move in to. Alternatively, you can simply use the ‘contact us’ function on the Nectr app to tell us. 

Are there any costs for connections or disconnections? 

Nectr does not charge any additional fees for connections or disconnections.  

However, you may be charged a fee by your distributor and/or meter provider, if you have been disconnected when you move out of your property. These fees are associated with the cost of having a meter reader attend the premises and obtaining a read to close your account    

It is important to schedule a disconnection sooner rather than later, as you will incur a fixed network service charge (usually around $1 a day) for each day you are connected to the energy grid. This fee applies regardless of whether or not you actually use any electricity. 

Do I need to be home for the connection to take place? 

No, you don’t necessarily need to be at home for your electricity to be connected. However, for us to connect your electricity, we will need access to your meter. This means that any gates or doors leading to the meter need to be unlocked, the meter needs to be clear of vegetation growth, and any dogs you own need to be restrained or kept inside your house.

Why can’t I get my electricity connected when I move in on a Saturday? 

Since our staff and e-meter readers work Monday to Friday, our connection times are limited to business hours on those days. 

Why can’t I choose today as my connection date? 

To ensure that the required processes are completed properly for your connection, several things need to have been done before a certain time of day. So, to ensure that your connection goes smoothly, if you don’t submit your request before 12pm (Midday), the earliest that you can get connected is the following day.

Do I need to contact my previous retailer?

No. When you sign up to Nectr, we’ll take care of all of the processes involved with transferring you across from your previous retailer.

How long until my Nectr account is active? 

If you’re transferring your energy from one provider over to Nectr, the process takes two days. However, if you’re moving into a place, your account will be active from the day you choose to get your power connected. 

I’m moving to a new address, what do I need to do?

If you are an existing customer , you can move online  via our website by following simple prompts using the online form. You can choose to disconnect electricity from your current property and choose a new date for connection for the new property. We recommend leaving the lights on for at least 3 business days after moving out just in case you or the rental agent need access to anything which requires an electricity connection.

If you are a new customer and moving into a new property that requires a new connection, we will need you to complete your online application, choose a connection date and provide us with all information requested on the online form . You will need to call your existing provider should you wish to disconnect your electricity from the property you are moving from.

How can I find out which energy distribution network I live in?

You can find out your energy distribution network by checking on your energy bill, or by contacting your retailer at hello@nectr.com.au.

You can also check out your relevant distribution network coverage areas by visiting their websites:

ACT:

New South Wales:

Queensland:

South Australia:

Victoria:

General supply

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

I need to change my move-in date. What can I do? 

If you need to change your move-in date, just send an email to hello@nectr.com.au, and tell us what date you’d like to change your move in to. Alternatively, you can simply use the ‘contact us’ function on the Nectr app to tell us. 

What happens if I change my mind? 

If you’re considering changing your mind, please get in contact with the Nectr Customer Care team, and we can help you with everything. 

How does the transfer process work?

When you sign up, we will verify all the details we ask you to provide. Then, we take care of the market transaction from your previous retailer. You will receive a final bill from your previous retailer, and then, one month after we transfer you across to Nectr, you will receive a bill from us. 

Does Nectr supply to my area?

Nectr supplies electricity to residential customers in New South Wales, Southeast Queensland, Victoria, Australian Capital Territory and South Australia.

Nectr essentials

What is "the grid"?

‘The grid’ is a shorthand term for the ‘electrical grid’ or ‘power grid’, which is the larger interconnected network for delivering electricity from the various points of energy generation to the point of use.

In some countries, there is a single ‘national grid’, but due to Australia’s large geographical size, there is no one single grid. However, there is a grid that runs along Australia’s east coast, from Queensland, through New South Wales and Victoria, and into South Australia, that is also connected to Tasmania via an underwater cable.

Are you bringing my usage back to the Nectr app? 

Yes. We’ve been working to improve its accuracy and it will return soon. 

Nectr app

How do I add my concession card? 

The simplest way, is by using the Nectr app or visiting the Nectr website to log into your Nectr Hive account, then follow the instructions for adding a new concession card. If you’ve tried using the app and the website but you’re still having trouble, please reach out to the Nectr Customer Care team by emailing hello@nectr.com.au. 

Can I change my payment date? 

Yes. Get in touch with the Nectr Customer Care team by emailing hello@nectr.com.au, and let us know that you’d like to delay or reschedule your payment date, and we can work with you to change your - payment date.

Are you bringing my usage back to the Nectr app? 

Yes. We’ve been working to improve its accuracy and it will return soon. 

Why can’t I see my power usage on the Nectr app anymore? 

Different kinds of meters were giving inaccurate usage statistics, so to avoid misleading people, we took it off the app. However, because usage is a commonly requested feature, we have been working hard on fixing it, and it will be returning to the Nectr app soon. 

What can I do on the Nectr app? 

There are many things that you can do when you download the Nectr app, such as: 

  • See your usage. 
  • See your current balance. 
  • Pay your bill. 
  • Submit a self-meter read. 
  • Refer a friend to earn a bill credit. 
  • Contact Nectr. 
  • See your previous bills. 
  • Download your previous bills. 
  • See your transaction history. 
  • Manage your payments. 
  • Manage your contact details. 
  • Change your log in password. 
  • Set up your notification centre. 
  • Chat with a member of the Nectr support team. 
  • See your energy flow (if you have a solar battery). 
  • View your current plan. 
  • See when plan ends 
  • Read Nectr’s FAQs. 
  • Access helpful info like payment and billing options, instructions on how to submit a self-meter read, details on the rebates, grants, and incentives you may be eligible for, and more.  
I can’t get into the Nectr app. What can I do? 

If you’ve tried deleting the app and re-installing it, but still can’t log into the Nectr app, get in touch with the Nectr Customer Care team by emailing hello@nectr.com.au and we can reset your password. 

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

How can I see my power usage? 

The simplest way to see your power usage is with the Nectr app. When you download the Nectr app, you can view the PowerFlow dashboard, see your previous bills, refer a friend to Nectr, and more.  

How do I know when my bills are due? 

When you download the Nectr app, you’ll be able to see the date that your bills are due. And when you learn the date that your bill is due last month, you’ll now know the date that your bill is due this month, and next month, and every subsequent month as your Nectr bill is due on the same date every month! 
Though if you’d prefer to be reminded each month of when it’s due, open the settings on your phone, and make sure that your Nectr app notifications are active. 

Plans and rates

What if I want to join Nectr, but the contract with my current electricity retailer hasn’t ended yet? 

You don’t have to wait for your current contract to end before changing to Nectr. You can change retailers free of charge, anytime, and benefit from new rates in as little as two days.  

You will, however, still receive a final bill from your current energy provider for any electricity you have used since receiving your last bill. 

My previous account at my old electricity provider was in credit. What happens to that money? 

On the final bill from your previous retailer, they should provide you with a reversal of charges and then credit your bank account with the balance. If they don’t, you will have to get in contact with them. 

Now that I’ve renewed my contract with Nectr, do I need to do anything?

If you've just renewed your Nectr plan, you don’t have to do anything. We’ll take care of everything, so at the end of your fixed benefit period, you will automatically move across onto our Hive Saver plan, which has no lock in contracts and no exit fees.

Now that I’ve signed up with Nectr, do I need to do anything? 

Once you’ve signed up to Nectr – we'll take care of everything else. If we require anything else from you, we will be in touch to let you know.

What happens when my plan ends? 

Five weeks before the end of your - existing contract, Nectr will be in contact with you to offer you great new rates on a new plan. You’ll automatically be transferred to the new plan. If you wish to discuss your new plan you can email us at hello@nectr.com.au

When will my rates change? 

If your energy plan includes a fixed benefit period, your rates may change on or after the end of the fixed benefit period. We will reach out to you prior to the end of your fixed benefit period to let you know what changes will occur after the end of your fixed benefit period.

If your product does not have a fixed benefit period rates may be varied inline with the following unless otherwise prohibited by regulation or government directive.
NSW,ACT,SA: We may vary your rates and charges by providing you notice of any changes at least 5 business days before they become effective.
QLD: We may vary your rates and charges by providing you with at least 10 business days notice before any increase, and at least 5 business days notice before any decrease to your rates.
VIC: We may vary your rates and charges by providing you with notice of any changes as soon as practicable, and otherwise no later than your next bill.

Information on any applicable fixed benefit periods can be found in the Energy Plan Confirmation we sent you with the welcome email.

Are my electricity rates locked in? 

If have signed up for energy only services prior to the 21st of December 2023, you will most likely have a fixed benefit period of up to 12 months. What this means is that your Energy Rates will not vary for this benefit period (e.g. if fixed benefit period is 12 months, your rates will not be varied within 12 months from your date of transfer). Please refer to your Energy Plan Confirmation attached to the welcome email we sent you for details on the fixed benefit period that applies to you.

For customers who have taken up our solar, solar + battery or battery only bundles, rates are generally fixed for 3 to 5 years. Please refer to your Energy Plan Confirmation attached to your welcome email.

How do I know when my bills are due? 

When you download the Nectr app, you’ll be able to see the date that your bills are due. And when you learn the date that your bill is due last month, you’ll now know the date that your bill is due this month, and next month, and every subsequent month as your Nectr bill is due on the same date every month! 
Though if you’d prefer to be reminded each month of when it’s due, open the settings on your phone, and make sure that your Nectr app notifications are active. 

Why have I just received a high bill? 

There could be a number of reasons why you have received a higher-than-expected bill. 

Those reasons could be practical and incorporate instances where there have been more people than usual visiting your premises and using more electricity. Or you may be doing home renovations where power tools are using extra electricity. The weather may have recently changed, and you have been using extra power to heat or cool your place to a more comfortable temperature. You should also know that older appliances are less energy efficient and drain more power when they are in use.  

Alternatively, you may not have had a meter read recently, and your bill has been estimated from previous years’ power usage. Or you may have been undercharged in previous bills, and this bill is a ‘catch up’ bill. Finally, there is a possibility that the amount owed is due to an unpaid amount from your previous bill.  

I just transferred across to Nectr and now my first bill is too high. What has happened? 

There are a few factors that may have caused your first bill to be higher than expected. However, the most likely reason is that you are probably using an interval meter.  

For us to get a reading from someone with an interval meter, a meter reader needs to visit your premises in person, to look at your meter and take a reading. Because this is such an involved process, basic meters are only read every three months (or so), and your electricity usage is estimated based on previous readings.  

Alternatively, your first bill may appear to be high, because you have transferred to Nectr on an estimate.  

Do you bill quarterly?

No. Nectr bills monthly so you can have better control over your electricity usage, and by paying smaller monthly bills, you can more effectively manage your budget and avoid any unexpected quarterly bills.

What happens if I change my mind? 

If you’re considering changing your mind, please get in contact with the Nectr Customer Care team, and we can help you with everything. 

When does my cooling off period start? 

Your welcome pack will be sent one business day after your successful application. Then, one business day later, your cooling off period begins

When do I get my welcome pack? 

Your welcome pack will be emailed to you within one business day of your successful application. However, if you’re not successful with your application, we will also email within one business day, to inform you of this outcome. 

Will I earn money by sending power to the grid?

If you have solar panels installed and your home generates more solar power than your home uses, you can save money on your electricity bills – or even make money – by sending the leftover solar power back into the grid.

A feed-in tariff (FiT) also known as a buy-back rate, is usually a set rate per kilowatt hour, that is paid as a credit on your bills for any of the unused electricity that you send back to the grid.

Your FiT rates and eligibility will change depending on:

  • the amount of solar-generated electricity you feed back into the grid,
  • the state you live in, and
  • when you installed your solar system.
What are the plans and rates?

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Account basics

How do I find my NMI?

Your National Meter Identifier (NMI) can typically be found on your electricity bill. It's a unique 10- or 11-digit number that identifies your home’s electricity connection point.

What can I do if I’m having trouble paying my bills? 

Get in touch with the Nectr Customer Care team, by emailing hello@nectr.com.au and we may be able to help you out with our three-month payment plan. Our payment plan allows you to make incremental payments though the Nectr app, over a three-month period.  

You should also read Nectr’s Hardship Policy to see which other avenues may be available to you. 

How do I add my concession card? 

The simplest way, is by using the Nectr app or visiting the Nectr website to log into your Nectr Hive account, then follow the instructions for adding a new concession card. If you’ve tried using the app and the website but you’re still having trouble, please reach out to the Nectr Customer Care team by emailing hello@nectr.com.au. 

I can't afford the full bill amount, can I just pay a small amount now?

We know that some things in life can be beyond your control. So, if you’re having trouble paying a bill, get in touch with us and let us know your situation, so we can do all we can to help. 

Read Nectr’s Hardship Policy to see what options may be available to you - like our payment plan, which allows you to make incremental payments though the Nectr app, over a three-month period. 

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

What happens if I want to leave Nectr before the end of my contract? 

Nothing. Just find a retailer you like, and they’ll take care of it.  

However, if you just want to leave, contact the Nectr Customer Care team and we can close your account for you. 

What if I want to join Nectr, but the contract with my current electricity retailer hasn’t ended yet? 

You don’t have to wait for your current contract to end before changing to Nectr. You can change retailers free of charge, anytime, and benefit from new rates in as little as two days.  

You will, however, still receive a final bill from your current energy provider for any electricity you have used since receiving your last bill. 

My previous account at my old electricity provider was in credit. What happens to that money? 

On the final bill from your previous retailer, they should provide you with a reversal of charges and then credit your bank account with the balance. If they don’t, you will have to get in contact with them. 

Now that I’ve renewed my contract with Nectr, do I need to do anything?

If you've just renewed your Nectr plan, you don’t have to do anything. We’ll take care of everything, so at the end of your fixed benefit period, you will automatically move across onto our Hive Saver plan, which has no lock in contracts and no exit fees.

Now that I’ve signed up with Nectr, do I need to do anything? 

Once you’ve signed up to Nectr – we'll take care of everything else. If we require anything else from you, we will be in touch to let you know.

What happens when my plan ends? 

Five weeks before the end of your - existing contract, Nectr will be in contact with you to offer you great new rates on a new plan. You’ll automatically be transferred to the new plan. If you wish to discuss your new plan you can email us at hello@nectr.com.au

When will my rates change? 

If your energy plan includes a fixed benefit period, your rates may change on or after the end of the fixed benefit period. We will reach out to you prior to the end of your fixed benefit period to let you know what changes will occur after the end of your fixed benefit period.

If your product does not have a fixed benefit period rates may be varied inline with the following unless otherwise prohibited by regulation or government directive.
NSW,ACT,SA: We may vary your rates and charges by providing you notice of any changes at least 5 business days before they become effective.
QLD: We may vary your rates and charges by providing you with at least 10 business days notice before any increase, and at least 5 business days notice before any decrease to your rates.
VIC: We may vary your rates and charges by providing you with notice of any changes as soon as practicable, and otherwise no later than your next bill.

Information on any applicable fixed benefit periods can be found in the Energy Plan Confirmation we sent you with the welcome email.

Are my electricity rates locked in? 

If have signed up for energy only services prior to the 21st of December 2023, you will most likely have a fixed benefit period of up to 12 months. What this means is that your Energy Rates will not vary for this benefit period (e.g. if fixed benefit period is 12 months, your rates will not be varied within 12 months from your date of transfer). Please refer to your Energy Plan Confirmation attached to the welcome email we sent you for details on the fixed benefit period that applies to you.

For customers who have taken up our solar, solar + battery or battery only bundles, rates are generally fixed for 3 to 5 years. Please refer to your Energy Plan Confirmation attached to your welcome email.

How can I see my power usage? 

The simplest way to see your power usage is with the Nectr app. When you download the Nectr app, you can view the PowerFlow dashboard, see your previous bills, refer a friend to Nectr, and more.  

How do I know when my bills are due? 

When you download the Nectr app, you’ll be able to see the date that your bills are due. And when you learn the date that your bill is due last month, you’ll now know the date that your bill is due this month, and next month, and every subsequent month as your Nectr bill is due on the same date every month! 
Though if you’d prefer to be reminded each month of when it’s due, open the settings on your phone, and make sure that your Nectr app notifications are active. 

Why are my bills always estimated? 

Estimated bills are usually due to interval meters 

For us to get a reading from someone with an interval meter, a meter reader needs to visit your premises in person, to look at your meter and take a reading. Because this is such an involved process, interval meters are only read every three months (or so), and your electricity usage is estimated based on previous readings. 

Do you accept American Express cards? 

No. Nectr only accepts Visa or Master Card.  
Nectr does not charge any credit card handling fees, however, you may incur fees from your bank. 

Are there any costs for connections or disconnections? 

Nectr does not charge any additional fees for connections or disconnections.  

However, you may be charged a fee by your distributor and/or meter provider, if you have been disconnected when you move out of your property. These fees are associated with the cost of having a meter reader attend the premises and obtaining a read to close your account    

It is important to schedule a disconnection sooner rather than later, as you will incur a fixed network service charge (usually around $1 a day) for each day you are connected to the energy grid. This fee applies regardless of whether or not you actually use any electricity. 

Will you send me a bill if I change my mind within the cooling off period? 

If you have transferred to Nectr from another energy provider, no we won’t bill you. 
However, if there was no previous electricity provider at your residence when you moved in, and we have already started giving you power, we will bill you for the electricity you have consumed for those few days.  

What happens if I change my mind? 

If you’re considering changing your mind, please get in contact with the Nectr Customer Care team, and we can help you with everything. 

When does my cooling off period end? 

Your cooling off period begins the next business day after you receive your welcome pack. Then, 10 business days after it begins, your cooling off period will end.

When does my cooling off period start? 

Your welcome pack will be sent one business day after your successful application. Then, one business day later, your cooling off period begins

When do I get my welcome pack? 

Your welcome pack will be emailed to you within one business day of your successful application. However, if you’re not successful with your application, we will also email within one business day, to inform you of this outcome. 

How does the transfer process work?

When you sign up, we will verify all the details we ask you to provide. Then, we take care of the market transaction from your previous retailer. You will receive a final bill from your previous retailer, and then, one month after we transfer you across to Nectr, you will receive a bill from us. 

Will I get a bill from my previous retailer?

Yes. You will always receive a final bill that covers your usage from when they last billed you, up until the day you were transferred over to Nectr.

Do I need to contact my previous retailer?

No. When you sign up to Nectr, we’ll take care of all of the processes involved with transferring you across from your previous retailer.

How long until my Nectr account is active? 

If you’re transferring your energy from one provider over to Nectr, the process takes two days. However, if you’re moving into a place, your account will be active from the day you choose to get your power connected. 

How can I find out which energy distribution network I live in?

You can find out your energy distribution network by checking on your energy bill, or by contacting your retailer at hello@nectr.com.au.

You can also check out your relevant distribution network coverage areas by visiting their websites:

ACT:

New South Wales:

Queensland:

South Australia:

Victoria:

Policies and forms

Concessions

How do I add my concession card? 

The simplest way, is by using the Nectr app or visiting the Nectr website to log into your Nectr Hive account, then follow the instructions for adding a new concession card. If you’ve tried using the app and the website but you’re still having trouble, please reach out to the Nectr Customer Care team by emailing hello@nectr.com.au. 

Financial hardship policy

What can I do if I’m having trouble paying my bills? 

Get in touch with the Nectr Customer Care team, by emailing hello@nectr.com.au and we may be able to help you out with our three-month payment plan. Our payment plan allows you to make incremental payments though the Nectr app, over a three-month period.  

You should also read Nectr’s Hardship Policy to see which other avenues may be available to you. 

I can't afford the full bill amount, can I just pay a small amount now?

We know that some things in life can be beyond your control. So, if you’re having trouble paying a bill, get in touch with us and let us know your situation, so we can do all we can to help. 

Read Nectr’s Hardship Policy to see what options may be available to you - like our payment plan, which allows you to make incremental payments though the Nectr app, over a three-month period. 

Can I change my payment date? 

Yes. Get in touch with the Nectr Customer Care team by emailing hello@nectr.com.au, and let us know that you’d like to delay or reschedule your payment date, and we can work with you to change your - payment date.

I have trouble paying my bill on time each month. What can I do? 

If you find that your bill’s due date doesn’t properly align with your pay cycle, reach out to the Nectr Customer Care team and let us know and we may be able to help by changing the date of your billing cycle. 

What is Nectr's hardship policy?

We understand that sometimes life doesn't go to plan, which is why we have a hardship policy that outlines the financial assistance options that may be available to you, should you experience any financial difficulty.

You can view our hardship policy here.

Notices and policies

What is Nectr's hardship policy?

We understand that sometimes life doesn't go to plan, which is why we have a hardship policy that outlines the financial assistance options that may be available to you, should you experience any financial difficulty.

You can view our hardship policy here.

What is Nectr's privacy and credit reporting policy?

Privacy is of paramount importance to us at Nectr. We comply with the Privacy Act and the Australian Privacy Principles, and we have a comprehensive Privacy and Credit Reporting Policy you can access here

Renewable energy

Solar and battery

Why can’t I see my power usage on the Nectr app anymore? 

Different kinds of meters were giving inaccurate usage statistics, so to avoid misleading people, we took it off the app. However, because usage is a commonly requested feature, we have been working hard on fixing it, and it will be returning to the Nectr app soon. 

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

How can I see my power usage? 

The simplest way to see your power usage is with the Nectr app. When you download the Nectr app, you can view the PowerFlow dashboard, see your previous bills, refer a friend to Nectr, and more.  

How does solar power help the environment?

Solar power is a cleaner and more sustainable energy source compared to the CO2 output of traditional fossil fuels, gas, and coal. While there is still a ‘carbon cost’ associated with producing the solar panels themselves, this cost is paid off (on average) within two years. 

As solar power is 100% renewable and doesn’t use any water, gas, oil or coal to power your home or business, you can feel confident that your solar system is helping to minmise the rapid depletion of earth’s natural resources and alteration of its environmental composition and weather patterns. 

Will I earn money by sending power to the grid?

If you have solar panels installed and your home generates more solar power than your home uses, you can save money on your electricity bills – or even make money – by sending the leftover solar power back into the grid.

A feed-in tariff (FiT) also known as a buy-back rate, is usually a set rate per kilowatt hour, that is paid as a credit on your bills for any of the unused electricity that you send back to the grid.

Your FiT rates and eligibility will change depending on:

  • the amount of solar-generated electricity you feed back into the grid,
  • the state you live in, and
  • when you installed your solar system.
How much will a solar system cost?

The cost of your solar system will depend on factors such as the size of your home, the amount of solar panels you install, and the kind of inverter you use.

To learn how little a solar power system could cost you, get in touch with Nectr by visiting the Nectr website. Our team of solar experts will guide you in selecting the right system for your premises and budget, while also helping you to understand the return on your investment.

Does Nectr support a solar feed-in-tariff?

Yes, Nectr offers feed-in tariff to all solar customers in all states we operate in. You can get a personalised quote on our website which will include your solar tariff.

Sign up here.

My PV system is larger than 10kW, but I meet all of the other eligibilities for the solar Feed-in-Tariff plan. Can I still sign up to it?

Yes. Although this plan is best suited to households with solar PV systems that are less than 10kW, you can still sign up.

Solar products

Which batteries are compatible with Nectr Evolve

The Nectr Evolve plan has been designed to be compatible with a range of batteries. Currently, Nectr Evolve is compatible with AlphaESS, Qcells, Tesla and Sungrow batteries.

How much will a solar system save me on electricity costs?

The amount of money you save will depend largely on the amount of electricity you currently use, as well as the size and capacity of the solar system that you install and how much energy your solar produces. You can request a call from one of our solar experts, who will take the time to understand your needs, and can then recommend the ideal solar system to maximise your savings.

What is the STC scheme and am I eligible to receive it?

The small-scale technology certificates (STC) scheme is a Government incentive that help to reduce the upfront cost of installing your solar system. The value of STCs that your system can receive will differ depending on your system’s size and location, and is calculated from the amount of renewable electricity that the system you install produces or replaces. 

It is available to all Australians, but to be eligible for STCs, your solar system must be installed by a Clean Energy Council accredited installer.

This calculator can help you to estimate the number of STCs that could be created.

Please note that when you receive a quote from Nectr, your STCs will have already been factored into the cost.

What discounts or rebates can I get for solar systems?

There is a small range of rebates and incentives available to Australians who are looking at installing solar power systems at their home. For the most part, these rebates and incentives are offered by State Governments, and as such, will largely be determined by where you live and/or where you are installing your system.

Visit the Nectr website to learn more about which rebates and incentives may be available to you.

What are the benefits of solar batteries?

Solar batteries store surplus solar energy, providing benefits like energy independence, maximizing solar power utilisation, time-of-use savings, backup power during outages, reduced grid demand, and environmental sustainability. They extend the advantages of solar panels beyond daylight hours and work well with off-grid installations too.

Solar and battery

How does a feed-in tariff (FiT) work?

If you have solar panels, the feed-in tariff (FiT) is designed to help you save money, or even make money, from the solar energy you produce and do not use.

You can sell the energy you produce back to the grid and get credits on your power bill. You are paid a FiT by your electricity provider. For our FiT payments, refer to our website for the most up to date information.

Will the quote include installation?

Yes, when switching to a Nectr solar and battery bundle, we manage the installation, monitoring and maintenance for the duration of the contract.  Peace of mind for you.

Why can’t I see my power usage on the Nectr app anymore? 

Different kinds of meters were giving inaccurate usage statistics, so to avoid misleading people, we took it off the app. However, because usage is a commonly requested feature, we have been working hard on fixing it, and it will be returning to the Nectr app soon. 

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

How can I see my power usage? 

The simplest way to see your power usage is with the Nectr app. When you download the Nectr app, you can view the PowerFlow dashboard, see your previous bills, refer a friend to Nectr, and more.  

How does solar power help the environment?

Solar power is a cleaner and more sustainable energy source compared to the CO2 output of traditional fossil fuels, gas, and coal. While there is still a ‘carbon cost’ associated with producing the solar panels themselves, this cost is paid off (on average) within two years. 

As solar power is 100% renewable and doesn’t use any water, gas, oil or coal to power your home or business, you can feel confident that your solar system is helping to minmise the rapid depletion of earth’s natural resources and alteration of its environmental composition and weather patterns. 

Will I earn money by sending power to the grid?

If you have solar panels installed and your home generates more solar power than your home uses, you can save money on your electricity bills – or even make money – by sending the leftover solar power back into the grid.

A feed-in tariff (FiT) also known as a buy-back rate, is usually a set rate per kilowatt hour, that is paid as a credit on your bills for any of the unused electricity that you send back to the grid.

Your FiT rates and eligibility will change depending on:

  • the amount of solar-generated electricity you feed back into the grid,
  • the state you live in, and
  • when you installed your solar system.
How much will a solar system cost?

The cost of your solar system will depend on factors such as the size of your home, the amount of solar panels you install, and the kind of inverter you use.

To learn how little a solar power system could cost you, get in touch with Nectr by visiting the Nectr website. Our team of solar experts will guide you in selecting the right system for your premises and budget, while also helping you to understand the return on your investment.

Battery

Will the quote include installation?

Yes, when switching to a Nectr solar and battery bundle, we manage the installation, monitoring and maintenance for the duration of the contract.  Peace of mind for you.

Why can’t I see my power usage on the Nectr app anymore? 

Different kinds of meters were giving inaccurate usage statistics, so to avoid misleading people, we took it off the app. However, because usage is a commonly requested feature, we have been working hard on fixing it, and it will be returning to the Nectr app soon. 

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

How can I see my power usage? 

The simplest way to see your power usage is with the Nectr app. When you download the Nectr app, you can view the PowerFlow dashboard, see your previous bills, refer a friend to Nectr, and more.  

How much will a solar system cost?

The cost of your solar system will depend on factors such as the size of your home, the amount of solar panels you install, and the kind of inverter you use.

To learn how little a solar power system could cost you, get in touch with Nectr by visiting the Nectr website. Our team of solar experts will guide you in selecting the right system for your premises and budget, while also helping you to understand the return on your investment.

Are there different types of batteries?

Yes. There is a range of battery types, which are constructed from a range of materials, and have a range of different sized storage capacities.  

Nectr recommends a selection of quality batteries which are fit for purpose. To learn which battery is best suited to your needs, contact the Nectr team for a comprehensive consultation. 

Solar

Will the quote include installation?

Yes, when switching to a Nectr solar and battery bundle, we manage the installation, monitoring and maintenance for the duration of the contract.  Peace of mind for you.

Why can’t I see my power usage on the Nectr app anymore? 

Different kinds of meters were giving inaccurate usage statistics, so to avoid misleading people, we took it off the app. However, because usage is a commonly requested feature, we have been working hard on fixing it, and it will be returning to the Nectr app soon. 

Does Nectr have an app? 

Yes. You can download the Nectr app from Google Play or the Apple Store. Alternatively, you can log into your Nectr Hive account by visiting the Nectr website and clicking on the My Account button at the top right. 

How can I see my power usage? 

The simplest way to see your power usage is with the Nectr app. When you download the Nectr app, you can view the PowerFlow dashboard, see your previous bills, refer a friend to Nectr, and more.  

How does solar power help the environment?

Solar power is a cleaner and more sustainable energy source compared to the CO2 output of traditional fossil fuels, gas, and coal. While there is still a ‘carbon cost’ associated with producing the solar panels themselves, this cost is paid off (on average) within two years. 

As solar power is 100% renewable and doesn’t use any water, gas, oil or coal to power your home or business, you can feel confident that your solar system is helping to minmise the rapid depletion of earth’s natural resources and alteration of its environmental composition and weather patterns. 

Will I earn money by sending power to the grid?

If you have solar panels installed and your home generates more solar power than your home uses, you can save money on your electricity bills – or even make money – by sending the leftover solar power back into the grid.

A feed-in tariff (FiT) also known as a buy-back rate, is usually a set rate per kilowatt hour, that is paid as a credit on your bills for any of the unused electricity that you send back to the grid.

Your FiT rates and eligibility will change depending on:

  • the amount of solar-generated electricity you feed back into the grid,
  • the state you live in, and
  • when you installed your solar system.
How much will a solar system cost?

The cost of your solar system will depend on factors such as the size of your home, the amount of solar panels you install, and the kind of inverter you use.

To learn how little a solar power system could cost you, get in touch with Nectr by visiting the Nectr website. Our team of solar experts will guide you in selecting the right system for your premises and budget, while also helping you to understand the return on your investment.

How do I sign up for a solar energy plan?

Signing up for a solar energy plan is simple. Just visit the Nectr website and request a quote. Our solar energy consultants will discuss options with you to determine the best solar energy plan for your specific needs.

How do I install a solar system with Nectr?

After speaking with a Nectr solar energy consultant and selecting the ideal solar system for your needs, we will arrange for one of our endorsed installers to come and visit your premises.

Nectr partners with a group of highly qualified, experienced and certified installers for our solar and battery bundled products. These Nectr-endorsed partners will take measurements at your premises and recommend the best location for your hardware, then schedule a date to come back and install your system.

What are the benefits of solar power?

By harnessing the power of the sun and mitigating the harmful effects of fossil fuels, we can play a vital role in saving the planet. Solar power is 100% renewable and doesn’t use any water, gas, oil, or coal to produce power for your home or business.

Embracing solar energy not only helps protect the planet and alleviates the burdens of the Australian energy crisis, but it can also help provide financial relief in the face of ever-increasing power bills, fuel prices, interest rates, and inflation rates.

By adding solar panels to your home, you will begin using power from your panels during the day, rather than from the electricity grid, and you should see a reduction in your overall electricity bill.

Furthermore, installing solar panels can also increase the value of your property. Plus, when Nectr’s solar experts help you to customise and install the ideal system for your household, you could achieve a massive reduction in your electricity bill.

What is a Tier 1 solar system?

In the energy industry, an independent Australian research company publishes an annual report which includes an analysis of all the solar panel brands available in Australia, ranking them in tiers.

The solar panels are judged on a range of criteria, including durability and quality, technical performance, insurance and backing, and service and support, and more.

The best solar panels are placed in the top tier: Tier 1.

Nectr recommends and supplies Tier 1 solar panels from reputable manufacturers, such as Hanwha QCells, Canadian Solar, and JA Solar - just to name a few.

Virtual Power Plant (VPP)

What is a VPP?

A VPP, or ‘Virtual Power Plant’ is a network of various solar batteries that are capable of discharging energy back into the grid to help support it, that allows Nectr to offer competitive plans to our VPP subscribers.

How does Nectr optimise my battery to make it smart?

By joining Nectr Plan BEE, we utilise advanced algorithms and machine learning software to efficiently and effectively optimise your battery for maximum savings and VPP participation.

If your battery has backup capabilities, Nectr Plan BEE will always hold a 20% back-up reserve charge in your battery, to ensure you are protected in the event of a power outage.

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What is battery dispatch?

Battery dispatch refers to the process of when, and how, your battery charges and discharges energy. Nectr BEEyond uses dispatch strategies to help optimise your battery.

What are the minimum battery compatibility requirements for Nectr’s VPP?

Initially, Plan BEE will be compatible with AlphaESS batteries, with compatibility rollouts to include a range of other battery manufacturers, happening within the near future.

What if I have a different kind of battery?

If you have a battery that is not currently a part of the list of compatible models, please get in touch with the Nectr technical support team at hello@nectr.com.au. They can provide you with guidance on when your battery is going to become integrated.

How do I know what kind of battery I have?

You can usually find information about your battery in the app or website you use for your battery’s monitoring portal, or you should also be able to find the information on a label attached to the battery itself.

If you're unsure about the specifics of your battery, you can consult the website of your battery’s manufacturer, or contact the manufacturer directly for full details.

Can I connect to Nectr Evolve if I am already signed up to a different VPP?

Unfortunately, each solar battery can only participate in one VPP at a time. If you are currently signed up to another VPP, you will need to unenrol from it before you can connect to Nectr’s Evolve VPP.

How do I know if I am currently enrolled in a VPP?

You can check your VPP enrolment status by contacting your current energy provider, or by checking your energy bills or the app/website for your battery’s monitoring portal for any VPP-related information.

How do I unenroll from my current VPP?

To unenroll from your current VPP, you will need to contact your current energy provider and follow the procedures for disconnection from their VPP program. If you are unsure who your energy provider is, check your electricity bill.

How long does it take to transfer from another VPP to Nectr Evolve?

The time it takes to transfer can vary depending on your current VPP provider and their specific unenrolment procedures.

Nectr will work closely with you to help facilitate a smooth transition into Nectr Evolve, but the exact timeframe may be subject to factors outside of our control. 

How do I find my NMI?

Your National Meter Identifier (NMI) can typically be found on your electricity bill. It's a unique 10- or 11-digit number that identifies your home’s electricity connection point.

Can I manually export power into the grid?

You can, but it may not be a simple process. The ability to manually export power into the grid will depend on your specific battery system, as well as local regulations.

By joining Nectr’s VPP, we can help take care of all the intricacies of connecting your solar battery and getting your system ready to export excess energy. Please contact Nectr for more information.

Which batteries are compatible with Nectr Evolve

The Nectr Evolve plan has been designed to be compatible with a range of batteries. Currently, Nectr Evolve is compatible with AlphaESS, Qcells, Tesla and Sungrow batteries.

Terms and definitions

What is the wholesale or national electricity market(NEM)?

The wholesale national electricity market (NEM) is where generators sell the electricity they produce, and where retailers (like Nectr) buy electricity. Then, retailers can re-sell the electricity to you to use in your home or business.

What is the reference price or default market offer?

The default market offer (DMO) is set by the Australian Energy Regulator, who determines the reference price each year, and it applies to small business and residential customers in SA, NSW, and south-east QLD, where there is no other retail price regulation.

To help customers compare the price of different offers, electricity retailers must show the price of their offer compared to the DMO price, whenever they advertise or promote their offer pricing.

What is the Victorian Default offer?

The Victorian Default offer is set by the Essential Services Commission, who determines the reference price each year, and it applies to small business and residential customers throughout Victoria.

To help customers compare the price of different offers, electricity retailers must show the price of their offer compared to the Victorian Default offer price, whenever they advertise or promote their offer pricing.

What is a distributor?

While Nectr is an electricity supplier, an electricity distributor own the poles, wires, and meters that delivers the power to your home. Distributors are the ones responsible for fixing faults and power outages.

The local energy network distributors differ in each state. Below is the list of distributors Nectr uses:

NSW

  • Ausgrid
  • Endeavour
  • Essential

QLD

  • Energex

SA

  • SA Power

ACT

  • Evoenergy

VIC

  • Citipower
  • Jemena
  • United Energy
  • Powercor
  • AusNet
What are kilowatt hours (kWh)?

A kilowatt hour (abbreviated as kWh) is a measurement of electrical energy usage.

Electricity is measured in watts, and a kilowatt is simply 1,000 watts – the same way that a kilogram is 1,000 grams, and how a kilometre is 1,000 metres.

One kilowatt-hour (1 kWh) is the amount of electricity that is used when you have a single 1,000-watt appliance continuously running for one hour. For example, if you turned on a 60-watt light bulb, it would take 6 hours to consume 1 kWh of electricity.

What is a single rate tariff for electricity?

A single rate tariff is a pricing structure offered by an energy retailer (like Nectr), which has no peak or off-peak time periods, and customers are charged the same flat rate.

Also known as an ‘anytime’ or ‘general usage’ rate, if you have a single rate tariff, you will pay the same price, regardless of the time of day, or day of the week, that you use the electricity.

What is a tariff?

A tariff refers to the variable rate that you are charged for your electricity usage. It could, for example, mean that you are charged different rates depending on the time of day, or day of the week, that electricity is being used, and could be dependent on where you live and the type of meter your place has.

Meter readings

What is a visual site inspection?  

If the meter at your premises has not been active for a period of 30 days (or around four and a half weeks), a technician will need to visit in person to perform a visual site inspection.  
During a visual site inspection, the technician will attend your property to assess any risks to safety, the age of the equipment, whether the equipment has experienced any deterioration or corrosion, to check if there is any evidence of tampering, or if there are any other forms of damage.  

Each state has slightly different inactive period requirements, however, we will let you know if an inspection is required.

Have you missed a digit from my NMI?

Your NMI (national meter identifier) is a unique 10 digit number. Sometimes that ‘number’ may start with one or two letters, and sometimes, there may be an additional number at the end. If you have an eleventh number on your NMI, don’t worry. It is only used for data entry purposes on computer systems and isn’t required for what we need.

Solar and battery products

Will I earn money by sending power to the grid?

If you have solar panels installed and your home generates more solar power than your home uses, you can save money on your electricity bills – or even make money – by sending the leftover solar power back into the grid.

A feed-in tariff (FiT) also known as a buy-back rate, is usually a set rate per kilowatt hour, that is paid as a credit on your bills for any of the unused electricity that you send back to the grid.

Your FiT rates and eligibility will change depending on:

  • the amount of solar-generated electricity you feed back into the grid,
  • the state you live in, and
  • when you installed your solar system.

Accounts, payments, and billing

What is a 5-Minute Settlement? (5MS)

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Nectr essentials

What are the MOZO Awards?

The Mozo Expert Awards are given annually, to showcase products and services that Mozo believes to offer exceptional value or quality to Australians each year.

Spanning products and services like mortgages, banking, insurance, electricity, broadband, and more, Mozo’s awards aim to make shopping around for a great deal simpler for Australians.

Nectr Energy

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