Frequently Asked Questions

Billing and Payments

My payment options:

Payment options include:

  • Direct debit
  • BPAY
  • Pay Online
  • Pay by Phone
  • Pay in Person
  • Pay by Mail
  • Centre Pay

For further information, visit www.winconnect.com.au/pay-a-bill/

What rate am I on?

Your electricity rate is located on the back of your bill. For any questions regarding your electricity rate, please email enquiries@winconnect.com.au or call 1300 791 970 for a copy of your rate table.

Does my electricity rate include a discount?

Commercial accounts may include a pay on time discount off the usage. Residential customers are placed on a special base rate. Contact our Customer Service Team on 1300 791 970 or email ‘enquiries@winconnect.com.au’ for a copy of your electricity rates.

How often do I get billed?

WINconnect and WINenergy issue invoices for electricity, water, gas cooktops (included on your hot water invoice) and air on a monthly basis, billed on actual meter read. In the rare case where bills are issued on estimate read (due to access issues or a faulty meter)WINconnect will estimate based on market rules and the consumption is flagged as estimated on the back of your invoice.

What should I do if I am finding it difficult to pay my bill?

We understand that from time to time, customers may have trouble paying their bills. We are here to help, please contact us to discuss our flexible payment options such as a short term payment extension or our view hardship program for further information on support that may be available to you. WINconnect Customer Service can be contacted  on 1300 791 970 (Australia Only) or +61 3 9832 0000 (Outside Australia) between 8am – 5pm (AEST), alternatively you may complete an online enquiry form.

What if my bill is too high?

At your request, WINconnect will review your bill without charge. While the bill is being reviewed, we require payment for either  part of the bill we both agree is not in dispute or an amount equal to the average of your bills over the previous twelve months. Our experienced customer service staff can talk to you about what could be impacting your usage.  If you are not satisfied with the review, you may ask for a meter test. If your meter is inaccurate, we will adjust your bill accordingly and there will be no charge for the test. If the meter is accurate, you will be required to pay the cost of the test and the amount outstanding. Potential test costs will be discussed with you before the test is scheduled.

Click this link to see a ‘High Bill Checklist’, this list may assist in explaining why your invoice is higher than expected. The information contained within this checklist is a guide only and individual circumstances may vary.

What are the Fees & Charges?

For all information regarding to additional fees and charges that may apply from time to time visit our additional fees and charges page or contact  WINconnect  Customer Service  on 1300 791 970 (Australia Only) or +61 3 9832 0000 (Outside Australia) between 8am – 5pm (AEST), alternatively you may complete an online enquiry form.

How to make payments on your account manually when Direct Debit is set up?

If you wish to pay your account manually you can do so provided payments are made at least 3 business days prior to the due date. This is to allow for the funds to be recorded against your account and avoid a double payment. If payment is made manually within this timeframe, due to processing times, a direct debit will still occur.

Moving and Connections

How do I sign up with WINconnect?

Connection requests can be made online using the online ‘Get Connected’ form. Alternatively, you can contact us on 1300 791 970 Monday to Friday 8am to 5pm (AEST) and we can arrange this over the phone in a matter of minutes.

How do I close my Account?

Simply complete our Online Form when moving out.  Alternatively, you can contact us on 1300 791 970 Monday to Friday 8am to 5pm (AEST) and we can arrange this over the phone in a matter of minutes.

Where is my NMI number?

As your meter is part of an embedded network,  and  not part of the NEM (Nation Energy Market) a NMI is not assigned to your meter. WINconnect allocates a unique meter number to identify your usage associated with your supply address. Your WINconnect meter number is shown on the back of your bill.

What time will Connection Occur?

We endeavour to complete Standard or Priority Connections between 8am and 5:30pm Monday to Friday (excluding public holidays). There may be times connection will occur outside this time due to circumstances outside of our control such as traffic congestion.

How do I know I have been connected?

To check if your electricity has been turned on ensure your main switch and any other switches on the switch board in your tenancy are in the ‘On’ position.  If there is no electricity, turn off the main switch and safety switch. WINconnect endeavour to have connections completed by 5:30pm, Monday to Friday (excluding public holidays). There may be times connection will occur outside this time due to circumstances outside of our control such as traffic congestion. If connection has not been completed by this time you can contact WINconnect after-hours on 1300 448 862.

Do I need to be at home for connection?

In most cases you do not need to be present for connection to occur, however you do need to ensure your main switch in your tenancy is turned off. If you wish to confirm if you need to be present call us.

General Information

How do I contact WINconnect?

WINconnect can be contacted on 1300 791 970 (Australia Only) or +61 3 9832 0000 (Outside Australia) between 8am – 5pm (AEST), alternatively you may complete an online enquiry form.

How do I voice a concern?

Contact us and one of our customer service team will endeavour to resolve your enquiry. In some cases we may request   you notify us of your concerns in writing. We will make every effort to resolve your concerns promptly.

If concerns remain, you may request to speak to a supervisor who will review your case and advise any decisions reached. Some matters, such as supply quality problems, have to be referred to a distributor and may take longer to resolve due to their technical nature. We’ll let you know if there’s likely to be any significant delay and keep you up to date as we are notified of progress.

Whatever the problem, contacting us first is generally the quickest way to fix things, and often helps us make improvements.. If, by any chance, you are   not satisfied, you can refer your concerns to the relevant tribunal in your state that can act as a dispute resolution party e.g. VCAT, NCAT. Embedded Network Managers act on behalf of the exempt seller and therefore are exempt from state Ombudsman schemes.

How do I claim a concession?

If you have a valid concession card you may be eligible for a government concession.

For further information, speak with our customer service team on 1300 791 970.

The Energy Industry

What is a Generator?

Generators are the companies responsible for the generation  of electricity.

Electricity is generated in power stations using either fossil fuels (like coal or gas) or renewable energy sources (like wind, water or solar).

What is a Distributor?

Electricity distributors own and maintain the networks that carry electricity to residences and businesses; this includes powerlines, power poles and underground cables. Distributors are your first point of contact for questions about interruptions to your electricity supply, such as fallen powerlines. Distributors operate within specific geographical areas.

The distribution companies in the National Electricity Market are:

NSW: AusGrid, Endeavour Energy, Essential Energy

ACT: ActewAGL

VIC: CitiPower, Powercor, AusNet Services, United Energy, Jemena

TAS: Aurora Energy

SA: SA Power Networks

QLD: Energex, Ergon

What is an Energy Retailer?

An energy retailer is a licensed business responsible for invoicing electricity consumption. Authorised electricity retailers buy electricity from generators through wholesale markets and sell to the end consumer.

What is an Exempt Seller?

Exempt sellers buy energy from an energy retailer and resell the energy within an embedded network.  They are usually Owners Corporations, Body Corporates or Shopping Centre Owners.  WINconnect, under our WINenergy brand, acts as an agent on behalf of the exempt seller, providing them with billing services, expertise and compliance with the exempt seller guidelines.  WINconnect also holds energy retail authorisations (National and Victoria) and conforms to relevant consumer protection regimes.

Can’t find what you’re looking for?

Our friendly Customer Service team are happy to assist.

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1300 791 970

Monday – Friday
Between 8am – 5pm (AEST)

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