Frequently asked questions
Below is a list of frequently asked questions
1. Why do our electricity and gas bills go to Eutility?
Once the new contract is in place, all bills are scanned and redirected to our paperless office for storage. Bills will only be delayed by ONE day. We store the bills in order to carry out billing checks to verify rates and thereafter on an ad-hoc basis or at the customers’ request.
2. Why do we receive our bills with the Eutility stamp?
We stamp the bills to certify that we have received and processed them and scanned them into our paperless office.
3. Do you hold onto our bills for a period of time?
No, we do not hold onto your electricity or telecommunications bills for any period of time. We stamp the bills on the day we receive them and forward them to the customer on the same day. As a result there is usually only a delay of ONE day.
4. What if Eutility are sending our bills to the wrong address?
Please call Eutility on 1800 676 098 or email us enquiries@eutility.com.au and we will gladly amend our records to ensure we send your bills to the correct address.
5. What if we have not received the latest electricity bill?
Generally we receive the vast majority of electricity bills in the first half of each month and there is a minor delay of one day due to us scanning and validating the bills. If you feel you have not received your bill in an acceptable time, please contact us and we will track down the bill in our database and resend it, or we will follow up the issue with your supplier.
6. Do we pay our electricity/telecoms bills through Eutility?
No, we are not a retailer so therefore you continue to pay your electricity/telecoms bills through your current supplier.
7. How ‘big’ does our electricity/telecoms spend need to be to qualify for your services?
Generally speaking the minimum yearly spend required to qualify for our service is $35,000 per annum per location for electricity. With telecommunications, the minimum yearly spend for small market is $25,000 per annum, $120,000 per annum for corporate market, and $300,000 per annum for enterprise market. However, this may be waived depending on circumstances. For more information please speak to one of our consultants on 1800 676 098.
8. How does Eutility charge their clients for their service?
Eutility charges an upfront performance(establishment fee), which depends on the number of sites per client which is then refunded from the gross savings. There is also a small annual fee which goes towards day to day access to the website, internet portal, invoicing and auditing. There is also a performance fee based on guaranteed savings and overcharges over the course of the agreement. If we can’t save you money, you don’t pay.
9. How can I be sure I will receive the savings that you have stated?
All savings are guaranteed. Eutility will oversee the whole provisioning process to ensure rates are implemented correctly and hence savings achieved.
10. How do we initiate Eutility’s service?
To initiate our services the company is required to sign a service agreement, and provide 12 months of electricity/gas bills or a quote and/or 1 month’s telecoms bills, plus any current renewals, quotations or proposals received from your supplier(s).
11. How long will it take to change to the recommended provider?
The changeover can take anywhere from 1 to 3 months. This can vary greatly depending on how large the company is that the provider is provisioning.
12. What is Forward Contracting?
Due to the present volatility of the energy market, forward contracting is a way for consumers to protect themselves from fluctuations in energy prices and simplify the process of buying energy. By forward contracting now, customers can lock in rates for future periods after expiration of their current contact, therefore safeguarding themselves against rising energy prices in the market place, plus giving them the certainty of knowing what the pricing will be for a fixed period.
13. What is the NMI on my electricity bill?
The NMI (National Meter Identifier) identifies your electricity meter, separately to all other meters. The NMI is important as it is used when transferring from one retailer to another.
14. What is the MIRN on my gas bill?
The MIRN (Meter Installation Reference Number) is used to identify gas meters. Like the NMI, the MIRN is important when transferring retailers.