Frequently Asked Questions


Q - How can I have my electricity services connected?

First, you will need to sign up with Real Utilities.

Call 1300 16 16 68 and our customer service team will sign you up.

Once we know who you are, where you are moving in to and when, a Real Utilities account will be created, and we will arrange for the electricity to be connected. A standard connection should occur the next business day after Real Utilities receives your completed registration or one business day before you are due to move in.

For the service to be connected on the same business day, we will need to receive your application before 2pm.

Q - How often will I be receiving a bill?

Real Utilities will bill you for your usage monthly.

Q - What fees do you charge when I move in and when I move out?

There is no initial connection fee. However, your standard disconnection fee is $16.50. Reconnection is also $16.50. These fees are charged to your account.

You may be charged a higher connection fee if you request an urgent connection, outside of normal business hours.

Q - How do I disconnect my account when I move out?

Log in to your Real Utilities ‘My Account’ and complete the move out notification, or call us on 1300 16 16 68 and tell us when you are moving out. 

Your electricity smart meter will provide us with a final reading at midnight on the day you move out, and it will be remotely de-energised at that time.

Q - What if I forget to tell you I’m moving out?

It’s extremely important that you let us know your move out date.

If you don’t tell us that you are moving out, you’ll remain responsible for all of the electricity used at the premises until Real Utilities receive a new registration.

For example, if you move out without telling us and a new resident moves in without registering a new account, you are still responsible for paying for all electricity used until a new registration is received.

Q - What happens if I’m having trouble paying my account?

If you’re experiencing difficulty paying your account, please call us on 1300 16 16 68 and let us know.

We may be able to offer you an extension to pay your bill. You may also qualify for a payment plan or government funded concession.

Please don’t leave it too late to call us because if we don’t know you are experiencing difficulty, it may result in disconnection and associated charges.

Q - Is my bill easy to read?

The layout of your account is set by the Australian Energy Regulator and includes

- Your name and address
- Your meter identification number
- Your account number
- Issue date
- Usage details
- Date of meter reading or estimate
- Billing period
- Service charges
- Tariff you are being charged
- Total Charge for the period
- Payment methods
- Payments received
- Overdue amounts
- Payment due date
- A telephone number for account enquiries

Q - Why is there a difference between my previous bills and my latest bill?

Most people consistently use their electricity each month. In summer we turn our cooling on and in winter, we turn our heating on so there would usually be little change in the electricity you use from month to month.

If you experience an unusually higher or lower account, it could be related to higher or lower usage during unusually hotter or colder weather.

Real Utilities data management systems allow us to identify unusual usage patterns. 

If you ask us to check your meter, we can have a technician attend and test if your meter is faulty. 

There is a charge for this service, and if the meter is found not to be faulty, we will ask you to pay for this service.

If the meter is found to be faulty, we will fix the problem, and we will cover all costs.

Some other reasons for higher than normal usage or changes in usage patterns are;

- New electricity appliances
- More people using electricity in your residence
- More days in the month, e.g. January and March accounts are usually higher than the February account because February can be two or three days shorter

There are many ways you can save energy. Here are a few tips:

- Close your curtains and shut your windows on hot and sunny days to keep the sunlight from heating your home

- Dress for the weather – in winter, wear extra layers inside and lower your heating thermostat. By setting your heating thermostat between 18-20°C, you can decrease your running costs by up to 10%. In summer, wear lighter clothing and keep your air conditioner’s thermostat between 24°C – 26°C

- Your fridge runs 24 hours a day 365 days a year. This adds up and makes it the most expensive appliance to run. Make sure that the door seal is tight and free from gaps, so cold air doesn't escape. If you have a second fridge, give it a winter break - just turn it on when you need it

- Only heat or cool and light the rooms you are using. Where possible, zone your lighting and ducted heating or cooling and close off doors to unoccupied rooms

- Consider using energy efficient light globes, such as LEDs as an alternative to general lighting and avoid halogen downlights

- Switch off appliances, not in use at the wall. The cost of appliances which are switched on and not being used (on standby) can add significantly to your annual power bill

- Washing your clothes in cold water and dry them on a line or rack

Source: Sustainability Victoria

Q - What is the best way to pay my account?

Direct debit - the easiest and most convenient way to pay your account is by direct debit. 

Direct debit can be setup to link to your credit card or bank account and ensures that your account is always paid on time, allowing you peace of mind. You can set up direct debit when you first register or by calling us on 1300 16 16 68

You can also pay your account by;

- Online – by visiting www.realutilities.com.au
- Phone – by calling 1300 16 16 68
- BPAY – using the details provided on your bill
- EFT – using the details provided on your bill
- Centrepay – by calling 1300 16 16 68

Q - Is my financial and personal information safe and secure with Real Utilities?

All of your account details are kept as secure as possible. For more information on how we handle your information, you can view our Privacy Policy at www.realutilities.com.au 

Your financial details are not retained by Real Utilities but are provided to our financial partner, EziDebit which operates under the strict Payment Card Industry Data Security Standard (PCI DSS). EziDebit is PCI DSS certified.

Q - What is ‘My Account’?

‘My Account’ is where you can access your account at any time and allows you to;

- View your current and historical accounts
- Pay your bill
- Advise us that you will be moving out and when
- Contact us with any questions you may have regarding our services

Q - Why have I been charged a direct debit dishonour fee?

A direct debit dishonour fee is charged to your account whenever your direct debit payment has failed to process.  

This will happen if your nominated financial institution rejects the direct debit request because of lack of funds.

If the payment is dishonoured twice in one billing period and any subsequent periods, the direct debit arrangement is cancelled, and all bills will then need to be paid each month manually.

Q - Is there a fee for paying with Visa or MasterCard?

No, we do not charge a fee for paying by Visa or MasterCard credit cards. We do not accept Diners or American Express

Q - Can I stop using Real Utilities and choose another electricity retailer?

Yes, you can choose to use another electricity retailer if you wish. 

Q – What should I do if the electricity suddenly fails?

Your residence only:

If only your premises is affected, you should check the fuse box in your apartment. Your master safety switch may have tripped due to an overload of an electrical item in your residence. We highly recommend that you do not try to fix it yourself. You will need to contact a qualified electrician for advice and service.

Your apartment building only:

If your entire apartment building is affected, please contact your building manager for advice and service.

Your building and the surrounding area:

If there is an electrical outage across your neighbourhood, you will need to call the local network service provider for assistance. The telephone number for that service provider is located on the top right hand side of your Real Utilities bill.

Q - How can you prove you are cheaper? 

Real Utilities benchmarks its gas and electricity rates in January and July each year against the current publicly advertised discount rates of each of the 3 biggest energy retailers in your area to ensure Real Utilities rates are cheaper. This benchmarking process does not apply in relation to heating, cooling and hot water costs in developments that utilise thermal power.

Q - I have got an offer from a major retailer for a better price. What can you do to match the deal?

Let us have the details of the offer from the major retailer, and if it’s genuine, we will consider matching, or better.

Q - What is a smart meter?

A smart meter is an electricity meter with added functionality. Unlike the passive 'accumulation' meters, which only read the amount of electricity used between readings every few months, smart meters digitally record data about energy consumption in 30 minute increments.

Q - What is a tariff?

The price you pay for your energy service includes the tariff and any other fees and charges that may apply under your contract. Tariffs listed on your bill do not include GST - this is added to the total amount owing at the end of your bill.

Q - What does carbon neutral mean?

Carbon Neutrality is the result of Carbon offsetting, a process that involves a reduction in emissions of carbon dioxide (or greenhouse gases) in order to compensate for, or to offset, an emission already made elsewhere.

Q - What is National Carbon Offset Standard (NCOS)?

The National Carbon Offset Standard (NCOS) sets the conditions to become carbon neutral.

The Australian Governments Carbon Neutral Program certifies organisations, products and services as carbon neutral against the requirements of the Standard.

Real Utilities uses renewable energy sources and/or purchased carbon offsets to make our energy usage carbon neutral, and we are independently certified as carbon neutral by the National Carbon Offset Standard.

For more information about NCOS, see: https://www.environment.gov.au/climate-change/carbon-neutral/ncos

Q - How do I stop receiving marketing material?

If you do not wish to be contacted by Real Utilities for marketing purposes, you can join our No Contact list by calling 1300 16 16 68.

Q - How do I make a complaint?

We have an easy accessible complaints process in place should something go wrong. Please note that you also always have the option to contact the Energy & Water Ombudsman NSW at any time for independent advice or assistance or for a review of the outcome of your complaint to us. 

The current contact details for the Energy Ombudsman in each state are below:

a. Energy & Water Ombudsman NSW

Free call: 1800 246 545
Free fax: 1800 812 291
Online: https://www.ewon.com.au/
Email: complaints@ewon.com.au
Mail: Reply Paid 86550, Sydney South NSW 1234

b. Energy & Water Ombudsman VIC

Free call: 1800 500 509
Free fax: 1800 500 509
Online: https://www.ewov.com.au/
Email: ewovinfo@ewov.com.au
Mail: Reply Paid 469 Melbourne VIC 8060

c. Energy & Water Ombudsman QLD

Free call: 1800 662 837
Online: https://www.ewoq.com.au/
Email: complaints@ewoq.com.au

For further information, view our complaints policy here.

Q - Someone needs life support at my premises, what should I do?

If you or a person at your premises requires life support it is very important that you let us know. Please contact us using the details below. We will then send you information and a medical confirmation form. 

You can contact Real Utilities either via phone, or email;

Email – by emailing support@realutilities.com.au 
Phone – by calling 1300 16 16 68

Q - What is a Medical Confirmation Form?

A medical confirmation form is a form that is used to confirm information we require to register a premise as needing life support equipment. By completing this form and sending it back to us, we will have the information we require.

If you fail to respond to this request, we may deregister the premises and the additional protections against disconnection will cease to apply. You have no less than 51 business days to reply to our request for a medical confirmation form.

You are entitled to additional time and if you require addition time to respond, please contact us. 

Q - Can electricity still be disconnected if my premises are registered as needing life support?

Yes, however where the disconnection is planned, we or your distributor will give you notice in accordance with the rules.

Your electricity supply may also be disconnected in an emergency or where there is a fault in the electricity network. You will not have any prior notice of such disconnections.

If you would like further assistance in planning for electricity supply interruptions please contact us. 

Q - What should we do if our electricity is disconnected and we need life support?

Firstly, if there is a risk of injury or death you should call 000. If your electricity is disconnected without notice you can also contact your distributor- their contact details will be provided by us. 

Q - What are our obligations in relation to life support?

You should contact us if there is no longer a need for life support at the premises or if you are planning to move. 

Q - What is life support equipment?

Life support equipment means the following:

- an oxygen concentrator;
- an intermittent peritoneal dialysis machine;
- a kidney dialysis machine;
- a chronic positive airways pressure respirator;
- crigler najjar syndrome phototherapy equipment;
- a ventilator for life support; and
- in relation to a particular customer—any other equipment that a registered medical practitioner certifies is required for a person residing at the customer’s premises for life support.

Q - Who can I contact for more information?

You can contact Real Utilities either via phone, or email;

Email – by emailing support@realutilities.com.au
Phone – by calling 1300 16 16 68