“Do you charge any connection or disconnection fees?” is a question we get asked a lot – and the answer to that is, normally we don’t. If you request a move-in or a move-out, we won’t charge you the first time but if a subsequent request is made or required for the same property, we will pass distributor charges onto you.
All services related to your power connection and your meters are handled by your distribution company who charge us regardless of whether you’re a new or existing customer. Unlike most retailers, we don’t charge you for first time connections or disconnections.
Here are some steps you can take to avoid having to pay:
#1 Keep your mains switched off
If you’re moving into a property that doesn’t have power connected, keep your mains turned off. Your distributor won’t be able to turn on the power if your main switch is turned on and will have to visit your property again – a second visit would mean the cost will get passed onto you.
#2 Give clear access to your meter
A distributor may be required to physically read your meter. If your meter is inside your house, in an apartment building or locked by a gate, you’ll need to make sure that you arrange access for the distributor. If the distributor isn’t able to read the meter you will be required to pay for subsequent visits.
#3 Avoid last minute service requests to avoid getting charged
To make sure you’re connected when you move in, we recommend that you give us at least a days’ notice. 2-3 business days’ notice is recommended for disconnections. Distributor charges for after-hours connections are pretty big! We want to avoid you getting stung with them.
#4 Call your real estate agent if you have any questions about your new property
Not sure if your main switch is off? Or don’t know if there’s clear access to your meter? Contact your real estate agent for assistance and more details.
For more information about charges and your distributor click here.