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Help and Support

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General queries
  • Understanding Energy
  • Payments & billing
  • Emergencies
  • Feedback

Understanding Energy

How does Arc Energy compare to other network suppliers?

Arc Energy to reduce costs and offer the best price guarantee for the end consumer. On average, Arc Energy pricing is approximately 8% cheaper than the best offer of any major retailer.

Can I switch to another Energy Supplier?

Yes, you can. However, you need to advise your preferred supplier that your electricity meter is part of an embedded network. Your preferred supplier will then make arrangements with Arc Energy Group to access the network.

What is Centralised hot water?

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

What do I do if there is an issue with my hot water supply?

You should contact your Strata Manager or real estate agent for any issues related to your hot water service. Your Body Corporate Manager is responsible for the hot water system and any pipes or infrastructure used to deliver hot water in your building.

How will I know if I have a Centralised Hot Water System?

If you have Centralised Hot Water, your entire apartment building will have Bulk Hot Water. Your Strata Manager, building manager or real estate agent will be able to confirm this.

What is the role of Arc Energy Group?

Arc Energy Group is the utility provider across a range of developments, supplying all meter readings, billing, reconciliations, customer relations and guidance so that the electricity onselling is conducted professionally from a site perspective.

Payments & billing

What are some other embedded network structures?

Apartment Building, aged care facilities, shopping centres, schools and commercial complexes.

Do I need to be present when power is connected at my new property?

No, you will not be required to wait at the property, and access to your tenancy will not be required.

How does Arc Energy compare to other network suppliers?

Arc Energy to reduce costs and offer the best price guarantee for the end consumer. On average, Arc Energy pricing is approximately 8% cheaper than the best offer of any major retailer.

How do I set up my account?

Before moving in, you will need to call Arc Energy Group on 1300 025 965 to activate your account.

Can I switch to another Energy Supplier?

Yes, you can. However, you need to advise your preferred supplier that your electricity meter is part of an embedded network. Your preferred supplier will then make arrangements with Arc Energy Group to access the network.

I’m having financial difficulty paying my energy bill

For residential customers with payment difficulties, Arc Energy Group offers a customer hardship scheme. For further details, please call Arc Energy Group on 1300 025 965.

Emergencies

I’m moving out, what do I have to do?

Please fill out the Moving Out Business form on our website at least 3 business days before you leave the property.

How can I contact Arc Energy if I have a complaint or concern?

Please reach out to us by calling 1300 025 965, or by emailing info@arcenergygroup1.com.au.

Feedback

What are some other embedded network structures?

Apartment Building, aged care facilities, shopping centres, schools and commercial complexes.

Do I need to be present when power is connected at my new property?

No, you will not be required to wait at the property, and access to your tenancy will not be required.

How does Arc Energy compare to other network suppliers?

Arc Energy to reduce costs and offer the best price guarantee for the end consumer. On average, Arc Energy pricing is approximately 8% cheaper than the best offer of any major retailer.

How do I set up my account?

Before moving in, you will need to call Arc Energy Group on 1300 025 965 to activate your account.

Can I switch to another Energy Supplier?

Yes, you can. However, you need to advise your preferred supplier that your electricity meter is part of an embedded network. Your preferred supplier will then make arrangements with Arc Energy Group to access the network.

I’m having financial difficulty paying my energy bill

For residential customers with payment difficulties, Arc Energy Group offers a customer hardship scheme. For further details, please call Arc Energy Group on 1300 025 965.

Payments & billing

What are some other embedded network structures?

Apartment Building, aged care facilities, shopping centres, schools and commercial complexes.

Do I need to be present when power is connected at my new property?

No, you will not be required to wait at the property, and access to your tenancy will not be required.

How does Arc Energy compare to other network suppliers?

Arc Energy to reduce costs and offer the best price guarantee for the end consumer. On average, Arc Energy pricing is approximately 8% cheaper than the best offer of any major retailer.

How do I set up my account?

Before moving in, you will need to call Arc Energy Group on 1300 025 965 to activate your account.

Can I switch to another Energy Supplier?

Yes, you can. However, you need to advise your preferred supplier that your electricity meter is part of an embedded network. Your preferred supplier will then make arrangements with Arc Energy Group to access the network.

I’m having financial difficulty paying my energy bill

For residential customers with payment difficulties, Arc Energy Group offers a customer hardship scheme. For further details, please call Arc Energy Group on 1300 025 965.

Emergencies

I’m moving out, what do I have to do?

Please fill out the Moving Out Business form on our website at least 3 business days before you leave the property.

How can I contact Arc Energy if I have a complaint or concern?

Please reach out to us by calling 1300 025 965, or by emailing info@arcenergygroup1.com.au.

Services

What is Centralised hot water?

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

What do I do if there is an issue with my hot water supply?

You should contact your Strata Manager or real estate agent for any issues related to your hot water service. Your Body Corporate Manager is responsible for the hot water system and any pipes or infrastructure used to deliver hot water in your building.

How will I know if I have a Centralised Hot Water System?

If you have Centralised Hot Water, your entire apartment building will have Bulk Hot Water. Your Strata Manager, building manager or real estate agent will be able to confirm this.

Will the smart meter interfere with other devices at home?

No. Smart meters operate on a frequency that will not interfere with other equipment in the house.

Will someone still come and read my meter every three months?

No. That’s the great thing about smart meters. They’re read remotely so no more house visits to get a manual meter reading.

Does my building have NBN Fibre?

You can find this out by asking your buildings Owners Corporation/Body corporate.

What does NBN Fibre mean to me?

If you’re connected to NBN/Fibre you will be able to enjoy ultra-fast internet speeds. This means that all internet users needs can now be met, from web surfing to streaming.

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