Something else

Before sending your request, check out our Help & FAQs page. It’s full of answers to the most common questions.

I’d like to switch to 1st Energy

Getting connected is easiest online. Join 1st Energy.

I’d like to get connected at my new address

Getting connected only takes a few minutes online. Start here: https://join.1stenergy.com.au/

If you’re moving in today or tomorrow, we recommend you call our team on 1300 693 637.

Why is my bill higher than usual?

https://1stenergy.com.au/help/how-can-i-avoid-a-high-bill/

Why did I receive an estimated bill?

https://1stenergy.com.au/help/why-did-i-receive-an-estimated-bill/

Other Billing Issue

Our Bill Explainer is here to make things simple. https://1stenergy.com.au/help/i-need-help-understanding-my-bill/

Add or Update my Concession

You can register your Concession details with us here. https://1stenergy.com.au/energy-concessions/

I have difficulty paying my bill

Do you require Hardship Assistance support? We’re here to help https://1stenergy.com.au/help/hardship-assistance-support/

Setup or modify a direct debit

The easiest way to set up Direct Debit or SmoothPay is here: https://energylocalsretail.com.au/direct-debit/

Request for Payment Extension

We’re here to help!

You can request one extension per bill before the due date.
Tell us your preferred date – we’ll do our best to make it happen.”

Setup or modify a Payment Plan

We’re here to help make things a little easier.

Please share your preferred payment amount, how often you’d like to pay (Weekly, Fortnightly, or Monthly), and your preferred start date.

Where possible, its best to have your balance cleared before your next bill is due – this helps keep things on track.

Setup or modify a SmoothPay arrangement

Say goodbye to bill shock by pre-paying with SmoothPay. Choose a weekly, fortnightly, or monthly debit to build up your balance before the bill hits. If there’s still a bit left to pay when the bill arrives, no stress! We’ll use your Direct Debit to cover it and keep everything smooth sailing.

Please provide the SmoothPay amount for Electricity and/or Gas, the frequency (Weekly, Fortnightly, or Monthly), and your preferred start date.

You may request a full refund of the credit on your account or a certain amount. This amount will be reviewed by one of our teams to process.

Typically credit refunds can take up to 5 business days to be processed.

Update my login information

Having trouble logging in? We’re here to help. It’s usually quickest to call our team on 1300 693 637 so we can confirm your details.

If you’d prefer to use this form, please include your current account details and the updates you’d like us to make.

There’s a fault with my meter

Please share what’s been happening with your electricity or gas meter, and include any details or photos if you can. Our team will review your request and guide you on next steps.

I’m having/I had solar installed

To start unlocking those sunny savings, we’ll need to configure your meter.

Check out this guide for the list of documents you’ll need to provide
https://1stenergy.com.au/help/i-plan-to-or-have-installed-solar-what-next/

I want to upgrade to a smart meter

To request a smart meter upgrade, simply complete this form.
We’ll review your request and let you know what happens next.
https://energylocalsretail.com.au/request-smart-meter-exchange/

Submit a self-meter read

If you have a basic meter and your current read is lower than what we billed, you can send us a photo of that meter by following these steps:
https://1stenergy.com.au/help/what-do-i-do-if-i-received-an-estimated-bill/

Update my energy plan

Want to switch things up? We’re here to help you find the best plan for you.

You can change your plan anytime through this link. https://energylocalsretail.com.au/switch-plan

Change my tariff

Thinking about changing your tariff?
In most cases, it’s possible – there are just a few things to keep in mind first.

Check out this page for more info before submitting your request.
https://energylocalsretail.com.au/help/what-tariff-type-am-i-on/

I’m moving house

Moving home? This is easy! Follow the steps from this page instead:
https://energylocalsretail.com.au/moveout