Click’s Frequently Asked Questions

Whether it’s a question related to our energy plans, solar power or Click Energy in general, we’ve got you covered. Have a look through our FAQs and you might very well find your answer.
 

 

Solar FAQ
 

What is a feed-in tariff and when do I get it?

A feed-in tariff is a price that you will get paid for electricity you generate from sources such as solar power. The feed-in tariff in Victoria and Queensland are net feed-in tariffs i.e., it only applies to the excess electricity that you export to the grid, while in New South Wales it is a gross feed-in tariff. All retailers are required to offer their eligible customers the regulated or subsidised feed in tariffs. You can receive the feed in tariff by contacting Click Energy once you have a solar power system installed with the correct metering in place.

 

How much will I be paid for the electricity I generate?

You will only be paid for electricity that you export to the grid. You are not paid for electricity that you generate and use in the house, but this will be reducing the amount of electricity that you need to import and so reducing the total cost of your electricity purchases.
 

Will I be paid cash for the electricity that I generate?

Click Energy offers a credit on your bill as payment for the solar energy you export to the grid. If your bill is in credit of $100 or more, you can request a refund from us once every 12 months. For more information on our solar feed-in tariff policy, please review our Feed-In Tariff Terms and Conditions.

 

Billing FAQ
 

Do I have to make the monthly instalment on the third month?

No, you do not have to pay the monthly instalment on the third month, as this should be your wash-up bill. What this means is that this bill is reflective of your actual usage minus any instalments you have made previously.
 

Can I get quarterly bills?

Some of Click Energy’s plans work on monthly billing and others on a quarterly billing cycle. Call one our friendly team members to discuss your options for quarterly billing. In Victoria, if you have a smart meter, you will automatically be billed monthly.
 

Where is my credit evident?

Your credit, which you may accrue for various reasons is shown in the ‘details’ section of your bill. Credits are usually shown in red. Click here to visit Click Energy’s interactive bill explainer to find out what information is shown on your bill and where.
 

Can I pay my bill by cheque or at the post office?

No, however there are a number of other easy ways to pay your Click Energy bill. Click here for more information on our payment options.
 

Why do I have a negative amount owed?

If your bill shows that you have a negative amount owing, it means your account is in credit. This could be for a number of reasons, including your quarterly usage being less than the amount you have paid, surplus electricity generated by your solar panels or if you have received a credit rebate from Click Energy – such as the sign-up bonus. The amount you are in credit will be carried over to your next bill.
 

Is the discount given before or after GST?

Before.
 

At what point of the billing is the concession discount applied?

Any discounts you received will be applied on your quarterly settlement bill – this is the same for all Click customers.
 

Can I make a BPAY payment onto my account at any time? I.e. weekly or fortnightly payments?

Yes. Individual payment plans can be arranged – just call one of the Click team on 1800 77 59 29 and we’ll help you set it up.
 

When was my meter read?

Your bill doesn’t tell you what date your meter was read for this billing period, however it is quite simple to figure out. In the details section of the bill, it tells you the first and last day of the billing period; usually 30 days. The last day of the billing period is when your meter was read. This of course is more accurate for smart metered customers, and does not apply to estimated bills.
 

Why is my bill estimated?

Your distributor needs safe and easy access to your meter in order to get an actual meter reading. If this is not possible, an estimated reading will be invoiced. Of course, this will be adjusted as necessary when an actual meter read is able to take place.
 

How do you calculate my estimated electricity monthly costs and savings?

Your estimated monthly cost is based on the categories you have chosen in the sign up process. The total annual energy consumption of 2,800kWh, 3,600kWh, 5,000kWh, 6,800kWh and 20,000kWh is used based on your selected status for minimal, small, medium, large and business customers respectively. The rate used is the peak only tariff for the electricity distributor in your area based on your postcode (this can also be found on our Energy Price Fact Sheets).

The annual estimated savings is the calculated difference between the estimated monthly cost, extrapolated to a yearly cost, with and without the full pay-on-time discount of the recommended product applied. All prices shown are GST exclusive.
 

How do you calculate my estimated solar costs and savings?

Your Estimated annual cost is based on the categories you have chose in the sign up process. The total energy consumption of 2,800kWh, 3,600kWh, 5,000kWh and 6,800kWh is used based on your selected status for minimal, small, medium and large customers respectively, and then have been adjusted for the solar usage based on your postcode and solar system size. A peak only tariff configuration has been used in Queensland and NSW and a time-of-use tariff configuration has been applied in Victoria. Net metering has been applied in Victoria and Queensland and gross metering for NSW. Solar production has been based on the Clean Energy Council's Consumer Guide to Solar for the capital city in your state and will vary according to your system size and location. Feed-In Tariff (FIT) is based on Click's 10 cent bonus, which is subject to the terms and conditions for the Click Shine plan. Calculations presented exclude any distributor or state based FIT programs. Discount for Click Shine is calculated on the total bill and not on electricity usage alone. The bill amount provided is an estimate and will vary based on your consumption, usage profile, solar system setup and location. All prices shown are GST exclusive.
 

How do you calculate my estimated gas monthly costs and savings?

Your estimated monthly cost is based on the categories you have chosen in the sign up process. The total annual energy consumption of 10,000MJ, 20,000MJ, 35,000MJ, 60,000MJ and 350,000MJ is used based on your selected status for minimal, small, medium, large and business customers respectively. The peak and off-peak usage is calculated at a 76:24, 56:44 and 100:0 ratio for the Multinet, Ausnet Services (SP Ausnet) and Australian Gas Networks (Envestra) Victorian distribution zones respectively. The rates used is the Tariff V tariff for the gas distributor in your area based on your postcode (this can also be found on our Energy Price Fact Sheets).

The annual estimated savings is the calculated difference between the estimated monthly cost, extrapolated to a yearly cost, with and without the full pay-on-time discount of the recommended product applied. All prices shown are GST exclusive.
 

How do you calculate my combined estimated monthly costs and savings?

Your combined estimated monthly cost is a simple addition of both your electricity and gas estimated monthly costs.

The combined annual estimated savings is the calculated difference between the combined estimated monthly cost, extrapolated to a yearly cost, with and without the full pay-on-time discount of the recommended product applied. All prices shown are GST exclusive.
 


Direct Debit - Why is there a 1¢ charge pending on my card?

When you sign up for Direct Debit billing using a credit card, you will notice a 1¢ pending charge against your card. Not to worry, this is NOT a credit card fee and this 1 cent will be reversed in a few days. This small charge works like a test, so our bank can tell if the credit card entered is valid and there are indeed funds available to be debited. That way you can rest assured that all your Click Energy payments will be made on time and you get your well-deserved discount.

 

 

Instalment Increase FAQs
 

Why is my instalment increasing?

Click’s monthly billing was designed to help customers budget their household expenses by paying smaller amounts each month instead of receiving a large bill at the end of every quarter. The monthly instalment amount you’re currently paying may result in bill shock when your wash-up bill is issued.

In an effort to shield our customers from bill shock, we have increased the default monthly instalment to a dollar amount between $75 and $400. Of course, if you want to set your instalment to a different amount, simply email us at service@clickenergy.com.au and we will adjust it for you right away!
 

What if I don’t want it to change?

If you feel that your current instalment amount is a good indication of your monthly usage or you prefer to budget for a larger amount at the end of the quarter, that’s no problem at all! Simply email us at service@clickenergy.com.au and let us know, and we’ll keep you on an instalment amount you feel comfortable with.
 

Can I change it to a different amount?

Of course! If your household averages $750 a quarter, you may want to set your monthly instalment to $250, which Click will happily accommodate. All you have to do is send us an email with your desired monthly instalment amount and we’ll take care of the rest.
 

When will this take place?

Prior to your next scheduled instalment bill. This can be in a month or two month’s time depending on where you are in the current billing cycle.
 

How will it impact the wash-up?

Positively! Since you will now be paying more each month, you should see a reduction in your wash-up bill when your meter is read. It does not change the amount you pay per quarter, simply when you pay it.
 

How will it impact my discount?

You will still receive your discount off the total bill, each bill, if you pay on time. For example, if you are on Click Easy and you pay all your bills on time, you will get 7% discount off both instalment and wash-up bills. Here is the discount in action:

Pieter becomes a Click customer on the Click Easy plan at the beginning of January. At the end of January he gets a bill for $100 and pays it on time. At the end of February he gets a bill for $93 ($100 instalment minus $7 for paying his last bill on time) and he pays this bill on time as well. At the end of March, his meter is read and gets a wash-up bill for $143.49 (actual usage minus instalments and all pay-on-time discounts). To sum up for the quarter, Pieter has paid $336.49 for his electricity and been rewarded $13.51 in discounts for paying his bill on time.
 

 

Credit Card Fee
 

Where will the credit card fee be displayed?

This fee will be displayed on your next bill.
 

Will it apply to payments I’ve made in the past?

No. This fee will only be charged each time you pay by credit card after 1 July 2014.
 

Why are you charging this fee?

Click Energy is a growing company with more and more customers choosing to pay by credit card. We can no longer offer great discounts and no lock-in contracts without passing on a small percentage of our overhead costs. At 0.6% of the purchase price, it is one of the lowest rates in the industry.
 

How much is the fee?

Our merchant service fee is 0.6% (inc. GST) of the purchase price. To put this in perspective, if your bill is $100 a month, and you choose to pay by credit card, you will be charged a 60¢ fee.
 

 

Late Payment Fee
 

Where will the late payment fee be displayed?

This fee will be displayed on your next bill.
 

Will it apply to late payments I’ve made in the past?

No. This fee will only be charged to late payments made after 1 July 2014.
 

Does it apply to all Click Energy customers?

The late payment fee applies only to customers in New South Wales and Queensland. Electricity retailers are not allowed to charge late payment fees in Victoria.

Of course, there may be some customers exempt from this fee. For example, if you have a payment plan set up or a bill extension we have agreed to. If you are having trouble paying your bill, please contact us to see how we can help.
 

How late is late?

Similarly to our prompt-payment discounts, if you pay your bill in full by the due date, inclusive, you will not be charged a late payment fee and will receive your discount. Any payments made after this day will incur a late payment fee.
 

Carbon Tax Repeal
 

How will the carbon tax removal affect me?

You can expect lower electricity rates, and therefore cheaper bills. We will be passing on 100% of the savings from the carbon tax repeal to you, our customers.
 

When can I expect the carbon tax to be removed from my rates?

We are working hard to update our electricity rates to remove the carbon tax component. These new prices will be released as soon as possible and no later than October 2014.
 

Will any other aspect of my energy plan change?

No, your pay-on-time discount and terms and conditions of your plan remains the same. It is only the underlying rates that will change.
 

Will this price change be backdated to 1 July?

Yes. Any electricity usage or daily supply charge you have been invoiced will be recalculated at the new rates. You will begin to see the new rates on your bill from 1 October and all refunds will be processed shortly thereafter.

 

What happens if I leave Click Energy before the price changes are finalised?

If you leave Click Energy before receiving your carbon tax refund, providing we have your email address or forwarding mail address, we’ll ensure you receive the full refund you are entitled to.
 

Will this affect my solar feed-in tariffs?

No. The Click Energy funded feed-in tariffs you are receiving will stay the same.
 

Why does it take so long to update the pricing and credit my bill?

There are many different tariff types across the three states we operate in and we want to make sure any changes to your bill are done correctly.
 

By what percentage are my electricity rates decreasing?

 

State Residential Customer Business Customer
Victoria -10.2% -11.2%
New South Wales -7.5% -6.6%
Queensland -8.8% -9.0%

Will the carbon tax removal affect both the usage and daily supply charge rates?

No. The daily supply charge does not have a carbon tax component and will not change in this price reset. Only the price per kWh is affected.
 

 

Was your question not answered? Just send us an email at service@clickenergy.com.au or call us on 1800 77 59 29 and we’d be happy to help you with any questions.