Estimated invoices occur when your meter cannot be physically read, or when metering data has not been received in time for billing. Your invoice is calculated using estimated reads based on your typical usage history for the same time of year.

Common reasons a meter may be inaccessible include:

• The meter is located indoors
• Access is blocked by a locked gate
• The meter is obstructed, for example by overgrown vegetation

You can check whether your invoice is based on an estimated read by looking at the Read Type section on page two of your invoice. If it shows “Estimate”, your invoice has been generated on an estimated basis.

There are three ways to avoid an estimated invoice:

1. Submit a self meter read via My Account (no charge)
   Log in at bluenrgmyaccount.com.au and submit your own read before the end of each month. This is our recommended approach for customers on a basic meter.

2. Request a special meter read (charges may apply)
   If you are unable to read your own meter, we can arrange a scheduled visit from a meter reader. Contact us on 1300 599 888 to confirm availability and pricing. Any applicable fee will be consistent with your contract terms.

3. Upgrade to a Smart Meter (usually free to install)
   A Smart Meter reads and transmits your usage automatically, eliminating the need for manual reads and significantly reducing the likelihood of estimated invoices. Contact us to find out more.

Yes. If your invoice has been issued on the basis of an estimated read, you are entitled to request an adjustment by submitting your own self-read. To ensure your current invoice can be reissued, submit your read as early as possible and ideally before the invoice due date.

To submit your self-read, you can:

• Log in to My Account at bluenrgmyaccount.com.au and use the Self Meter Read feature (available 24/7)
• Email [email protected] with your account number, a photo of your meter showing the serial number, and the date the photo was taken. Let us know if you would like your invoice reissued
• Call 1300 599 888 and select option 5, Monday to Friday 9:00am to 5:00pm (AEST/AEDT)

You can request a bill review by calling 1300 599 888. If you remain unsatisfied after our review, you may contact the relevant Energy Ombudsman in your state:

• EWOV (VIC): 1800 500 509
• EWON (NSW): 1800 246 545
• EWOQ (QLD): 1800 662 837
• EWOSA (SA): 1800 665 565

Blue NRG will notify you in writing of any variation to tariffs and charges that will apply to your electricity account. Notice periods vary by state and contract type:

• Market contracts — Queensland supply addresses: at least 10 Business Days before the change takes effect
• Market contracts — all other states: as soon as practicable, generally at least 5 Business Days before the change
• Standard retail contracts — all states: published in a newspaper and on our website at least 10 Business Days before the change, with 5 Business Days’ personal notice to you

If you are a small customer and you do not accept the new rates under a market retail contract, you have the right to terminate your agreement without penalty by notifying us within 20 Business Days of receiving the rate change notice.

If you have a Smart Meter, Blue NRG receives daily interval reads from your meter and uses this data to generate your monthly electricity invoice.

If you have a basic meter, Blue NRG may receive estimated or actual reads on a monthly or quarterly basis from your network provider. This data is used to generate your invoice on a monthly basis regardless.

There are several common reasons your invoice may be higher than expected:

• Your energy usage has increased compared to the previous billing period
• The billing period is longer than 31 days
• The invoice is based on estimated meter data rather than actual meter data
• A previous invoice was underestimated and has since been adjusted based on actual meter data
• Usage is higher due to seasonal changes
• Your business has grown and electricity consumption has increased
• New equipment or appliances have been added to your premises
• An appliance may be faulty, causing higher than usual consumption

To help manage costs, consider switching off appliances not in use for extended periods, or running high-consumption appliances during off-peak times where applicable.

A demand tariff is a charge based on the maximum amount of electricity your business draws from the grid during a billing period, regardless of your total consumption. It reflects the cost of ensuring the network can meet your peak electricity needs at any given moment.

Demand tariffs are set by your network distributor, not by Blue NRG, and appear as a separate line item on your invoice where applicable. Whether a demand tariff applies to your premises depends on your distributor’s tariff classification for your site.

If you are unsure whether you are on a demand tariff, check your invoice or contact us on 1300 599 888. A free Network Tariff Review is also available through our Compare Plans tool, which can identify whether your current tariff classification is the most cost-effective for your usage profile.

Market charges are costs imposed on electricity retailers by the Australian Energy Market Operator (AEMO) in connection with the management of the National Electricity Market (NEM). They arise from specific market events and are passed through to customers where applicable.

Common market charges that may appear on your invoice include:

• RERT (Reliability and Emergency Reserve Trader) charges — activated by AEMO during periods of high demand or supply shortfall to maintain grid reliability
• FCAS (Frequency Control Ancillary Services) charges — costs associated with maintaining grid frequency stability at 50Hz
• Market suspension and direction charges — applied when AEMO directs generators to increase supply or curtail demand during system security events

Blue NRG passes these charges through to affected customers as a separate line item on your invoice when required. They are outside Blue NRG’s control and cannot be predicted in advance. For more information about these charges, visit the AEMO website at aemo.com.au.

Your monthly invoice shows the total electricity you have consumed, including network charges, metering costs, service to property charges, and applicable taxes such as GST. For a full breakdown, visit our Bill Explainer.

Your invoice is due by the pay-by date shown on the invoice.

• Small business customers: your invoice due date will be no earlier than 13 Business Days from the date the invoice was issued
• Large customers: your invoice due date will be no earlier than 10 Business Days from the date the invoice was issued, as set out in your contract.

Once Blue NRG has your authorisation to communicate by email, your invoices will be sent as a PDF attachment in the first week of each month.

If you require a paper invoice sent by mail, a $5 monthly administration fee applies per invoice (excluding NSW – This exemption applies due to consumer protections in New South Wales). Please contact us to arrange paper billing.

To learn more, visit our Bill Explainer.

Yes. Registered My Account holders can log in to view usage data and download invoices at any time. Visit our My Account registration guide for details on how to get started.

Upon request, Blue NRG will also provide your electricity usage information for up to two years at no charge.

Blue NRG uses monthly billing to help spread your electricity costs and avoid the cash flow impact of a large quarterly lump sum.

Smart Bill is Blue NRG’s consolidated invoicing product, available to customers with three or more sites supplied by Blue NRG. Each month you receive a single email containing a zipped file with all your site invoices and a Summary Statement spreadsheet showing billing, pricing and usage information for each NMI.

Yes. Blue NRG’s consolidated billing product is called Smart Bill. See above for details.

Exit fees may apply if you terminate your agreement before the end of your contracted term. For large customers on a fixed term, an early termination fee will be calculated based on the charges that would have been received over the remaining term, less the costs Blue NRG would have incurred over that period.

You may request an estimate of your likely early termination fee at any time. Please refer to your contract or contact us for details.

Standard retail contracts do not impose exit fees. For small business customers, exit fees under market retail contracts generally apply only to large usage customers (more than 100 MWh per year in NSW and QLD, 40 MWh or more in VIC, and more than 160 MWh in SA).

Blue NRG does not offer pay-on-time discounts. Our savings are built into our rates.

As a business-only retailer, most customers are not eligible for government concessions.

If you hold a concession card or have questions about eligibility, please call us on 1300 599 888 or email [email protected].

You can update your contact details by logging in to My Account at bluenrgmyaccount.com.au, or by emailing [email protected].

Please notify us promptly of any changes to your billing address, electricity usage, or meter access arrangements.

Yes. You can request a rate review at any time. To get started, you can:

• Visit our Compare Plans page at bluenrg.com.au/compare-plans — upload your latest bill and we will check whether we can offer you a better deal. It takes around two minutes and could save your business thousands
• Call us on 1300 599 888, Monday to Friday 9:00am to 5:00pm (AEST/AEDT), and one of our specialists will review your rates and discuss the best options for your account

Our Compare Plans tool also offers a free Network Tariff Review to help identify whether you are on the most cost-effective network tariff for your usage profile.

Yes. Blue NRG is required by law to notify you if a better offer is available on our current product range. This notification will appear on your electricity invoice and will include an estimate of the annual savings you could achieve by switching to the better offer.

The Better Offer notification is based on your actual usage history and compares your current plan against other Blue NRG plans available in your state. You are under no obligation to switch.

You can also check available plans at any time by visiting our Compare Plans page at bluenrg.com.au/compare-plans.

Contact your network provider directly using the faults and emergencies number on your monthly invoice. You can also find your state network provider’s contact details on our Faults & Power Outages page.

The Australian Government, in collaboration with state and territory governments, has provided electricity bill relief funding for eligible small businesses. Whether relief is currently available and how it is applied depends on your state or territory and your annual electricity consumption.

Blue NRG will automatically credit any approved government rebate or subsidy to your account in full, without deductions, when we receive the funds on your behalf.

To check eligibility and find out what may be available in your state, visit our National Energy Bill Relief page at bluenrg.com.au/national-energy-bill-relief-program, or contact the relevant state government program directly:

• VIC: services.dffh.vic.gov.au/energy
• NSW: energy.nsw.gov.au
• QLD: qld.gov.au/community/cost-of-living-support
• SA: sa.gov.au/topics/care-and-support/concessions

At Blue NRG, we’re committed to providing excellent service and value to our customers. Whether you’d like to share positive feedback or raise a concern, we’d like the opportunity to hear from you and work towards a resolution.

If you have a complaint, we’ll handle it fairly, respectfully and in line with our Complaints Handling and Dispute Resolution Policy. We aim to acknowledge complaints as soon as possible and no later than 3 business days after receiving them. Where further investigation is required, we’ll provide a response or update on the progress of your complaint within 10 business days.

If your complaint cannot be resolved within this timeframe, we’ll keep you informed of our progress and advise you of the next steps and expected timeframe for resolution.

If you’re not satisfied with the outcome, you can request an internal review of your complaint by a staff member who was not involved in the original decision. You also have the right to escalate your complaint to the relevant Energy Ombudsman in your state or territory at any time if you’re not satisfied with our response.

To discuss your feedback or lodge a complaint, please contact us on 1300 599 888, Monday to Friday, 9:00am–5:00pm (AEST/AEDT).

For more information about how we handle complaints, including escalation options and Ombudsman contact details, please visit our Customer Complaints Handling and Dispute Resolution Policy.

Credit and debit card payments may incur a merchant fee. Current merchant fee rates are published on our Fees and Charges page at bluenrg.com.au/fees-and-charges.

Merchant fees do not apply to credit card payments for supply addresses in Queensland.

You can avoid this fee entirely by paying via direct debit. To set up direct debit, complete the form on our How to Pay My Bill page or call us on 1300 599 888.

We understand that cash flow can be challenging. If you are experiencing financial difficulty, please contact us as soon as possible. While you are actively engaging with us to resolve your account:

• We will work with you to set up a payment arrangement that suits your situation
• We can provide energy saving tips to help reduce your costs
• We can assist with setting up direct debit to help you stay on track

For more information, visit our Payment Difficulty page or call us on 1300 599 888.

Additional protections are available under our Customer Hardship Policy and Family Violence Support Policy, both available at bluenrg.com.au/policies.

Yes. If you need more time to pay a particular invoice, contact us before the due date and we will do our best to make alternative arrangements.

To request a payment extension, call us on 1300 599 888, Monday to Friday 9:00am to 5:00pm (AEST/AEDT). Please have your account number and invoice details ready.

If you are experiencing ongoing difficulty rather than a one-off cashflow issue, our Payment Difficulty page has more information about the options available to you.

Blue NRG offers two online payment options:

1. Pay by Visa, Mastercard or AMEX via our online payments page.

Log in to My Account and pay by Visa, Mastercard or AMEX.

No. Blue NRG does not accept payments at Australia Post. Please visit our How to Pay My Bill page for a full list of payment options.

If your invoice is not paid by the due date, we will send you a reminder notice with a further payment date.

• Small business and standard retail customers: the reminder notice will give you at least 6 Business Days to pay from the date the notice is issued
• Large customers: the reminder notice will give you at least 5 Business Days to pay from the date the notice is issued

If you are facing financial difficulty, please call us on 1300 599 888 to discuss a payment arrangement before your account falls further overdue.

Setting up direct debit is the easiest way to ensure your invoices are paid on time and to avoid credit card merchant fees. You can complete a direct debit request online via our How to Pay My Bill page, or call us on 1300 599 888.

For information on applicable fees and charges including direct debit dishonour fees, visit our Fees and Charges page at bluenrg.com.au/fees-and-charges.

Our Direct Debit Service Agreement sets out the full terms and conditions that apply, including your rights to cancel or amend the arrangement. A copy is available on our Terms and Conditions page.

Please contact us as early as possible so we can manage the changeover smoothly. You can manage your move directly through My Account at bluenrgmyaccount.com.au, or by calling or emailing us.

Moving in or connecting a new premises: We can typically arrange a connection within 24 to 48 hours, subject to your distributor’s availability.

Moving out: Please provide at least 4 Business Days’ notice when requesting a move-out. Our team will arrange the final read and close your account.

You will remain responsible for all rates, charges and fees for the supply address until your agreement formally ends, including any applicable final meter read and disconnection charges.

For full details, visit our Moving Premises page or call 1300 599 888.

Please contact us with the relevant details so we can arrange a final meter read and close your account. You will need to provide a forwarding email address and postal address for your final invoice.

We are also able to assist the incoming business owner with setting up a new electricity connection and account if required.

When you get in touch, let us know:

• Whether the power needs to be disconnected or if a new tenant or owner is moving in
• Changeovers generally take up to 3 Business Days to complete (de-energisations are not processed on Fridays)
• Whether you are moving to a new premises that Blue NRG can supply

Smart Meters are the latest generation of electricity meters. They measure your usage at 15 or 30 minute intervals and transmit this data automatically to Blue NRG on a daily basis via a secure wireless network.

Smart Meters provide a number of benefits for your business:

• More accurate invoicing with significantly fewer estimated reads
• Detailed half-hour interval data available in My Account, helping you identify savings opportunities and manage peak demand
• Faster and lower-cost connections and disconnections
• Improved network fault detection and faster outage response from your distributor

To access your interval data, log in or register at bluenrgmyaccount.com.au and download your usage in CSV format for any nominated date range.

Your electricity meter is owned and maintained by your meter provider, not by Blue NRG. For more information about your meter, please contact us and we can assist you in identifying the right party.

Basic meters are read on either a monthly or quarterly cycle, depending on the schedule managed by your meter service provider. Blue NRG generates your invoice on a monthly basis regardless of the read cycle.

Your meter will be read at least once every 12 months.

If your meter cannot be accessed for a scheduled read, your invoice will be generated on an estimated basis. Upgrading to a Smart Meter is the most effective long-term solution, as it eliminates the need for physical reads entirely.

Upgrading from a basic meter to a Smart Meter offers several advantages:

• Eliminates estimated invoices by transmitting your actual usage data daily
• Gives you access to 30-minute interval data in My Account to understand your usage patterns
• Enables faster and more cost-effective connections and disconnections
• Supports faster fault detection and power restoration by your distributor
• Installation is typically at no charge, though a meter service charge may apply depending on your meter type and site, as set out in your contract

To find out if your site is eligible for a Smart Meter upgrade, call us on 1300 599 888 or email [email protected].

No. Smart Meters automatically transmit your usage data to us every 30 minutes. You do not need to submit manual reads.

In the rare event that data cannot be transmitted, any gap is handled automatically and corrected when data resumes. You can view your detailed interval data at any time in My Account.

Note: Smart Meters display an index reading on screen. This is a running total since installation and is not used to calculate your invoices. It is provided for reference only.

You can submit a self-read using any of the following methods:

My Account (recommended): Log in at bluenrgmyaccount.com.au and use the Self Meter Read feature. Available 24/7. Submit well before the invoice due date to ensure your read is applied to the current invoice.

Email: Send to [email protected]. Include your account number in the subject line, attach a clear photo of your meter showing the serial number, and note the date the photo was taken. Let us know if you would like your invoice reissued.

Phone: Call 1300 599 888 and select option 5, Monday to Friday 9:00am to 5:00pm (AEST/AEDT). Have your account number, meter reading and serial number ready.

If you have a solar system installed at your premises, Blue NRG will purchase the electricity you export to the grid at the applicable solar feed-in tariff (FiT) rate. This credit will appear on your monthly invoice.

The feed-in tariff rate is set by Blue NRG in accordance with applicable electricity laws and may change from time to time. We will notify you at least 5 Business Days before any change to your feed-in tariff rate.

To be eligible, your system must be a Small Renewable Energy Generator (SREG) with an installed capacity of less than 100 kW. To find out more about your solar feed-in arrangements or to register your system, please contact us on 1300 599 888.

Business customers with annual consumption of 160 MWh or more may not be eligible for a feed-in tariff regardless of system size. Please contact us to confirm your eligibility.

Customers on the Victorian Premium Feed-in Tariff (P-FiT) scheme: if you were registered under the P-FiT scheme prior to November 2024 and hold a valid agreement, please contact us directly to confirm the current status of your arrangement.