FAQ’s

Who is OC Energy?

OC Energy is a privately owned Australian company with our head office and call centre in Melbourne, as well as having offices operating in Sydney, and Brisbane. We pride ourselves on being an industry leader of In-building Solutions for multi-unit developments, with our core business being embedded electrical networks.

We operate a growing number of embedded networks across Eastern Australia.

For more information visit our about us page.

What is an embedded network?

In simple terms an embedded network is the electrical infrastructure that allows us to buy electricity in bulk for a development and distribute this to residents. The main benefit of this infrastructure is that it allows us to pass on upfront cost savings of bulk buying to residents.

For more information visit our about us page.

What are the benefits of an embedded network?

So what are the benefits:

  • Upfront cost savings on electricity rates*
  • No lock-in contracts
  • No connection, credit card or late payment fees
  • We keep the lights on for you when moving into new developments*
  • Your meter is read, not estimated*
  • Australian-based customer service team that is familiar with your particular apartment building

*Cost saving are upfront compared to standing charges of major retailers. *We supply electricity for up to a month from the first settlement date. *Unforeseen events may impair us from preforming actual reads. 

Do I have the right to choose my energy retailer?

Yes. Electricity and gas customers are able to choose their energy retailer.

How often will I receive bills from OC Energy?

OC Energy issues bills every 2 months under standard arrangements.

What tariff am I on?

The most obvious place to find your tariff is on your most recent bill. If you need assistance, please call us on 1300 49 40 80 or email us at info@ocenergy.com.au remembering to include your address and account details.

How can I pay my OC Energy bill?

Credit Card: Online or by phone on: 1300 49 40 80.

BPAY

In Person: Pay your bill in person by visiting any post office in Australia along with a copy of your OC Energy invoice.

Direct Deposit:  Use the Direct Debit Authority to set up your direct debit payment or to update your payment details.

Mail: Mail your cheque or money order (payable to OC Energy Pty Ltd) together with the payment slip from your bill to: OC Energy Pty Ltd, PO Box 7285, Melbourne VIC 3004.

If you would like to discuss any of the above payment options in more detail please the OC Energy Customer Service desk on: 1300 49 40 80

What should I do if there is an interruption to my electricity supply?

Energy providers do their best to avoid interruptions, but from time to time unforeseen events may affect your power supply.

Your first step should be to check whether the electricity outage affects only your apartment. Do your neighbours have power? Is there still power in common areas?

If the interruption has affected only your property, please check that all the switches in the switchboard are in the ‘on’ position and/or contact your preferred electrician for assistance.

If the outage extends to neighbouring properties you should contact your building manager or leasing agent to report this issue.  You should then contact your distributor, this information can be found at the top of a previous bill, or you can contact us on: 1300 49 40 80

What should I do if I’m moving out?

Please notify us of the date you intend to move as soon as possible. Do this by filling out and returning to us the disconnection form available by visiting the move out page. You must provide us with a forwarding postal address prior to moving out. We will then arrange for a meter reading to be undertaken and for a final bill to be issued to you.

Life Support

If someone uses life support equipment at your property you must register with us, to register you need to call us on 1300 49 40 80 or email us at life.support@ocenergy.com.au. You will need to provide us with a Life Support Certificate completed by a registered medical practitioner. Once registered with us we will notify you of any planned outages. There may be unplanned power outages due to unforeseen events beyond our control, so be sure to have a detailed emergency plan in place. If you do not register, we will not be able to provide you with practical advice (where possible) in the event of a power interruption or failure. Make sure your telephone contact details are kept up to date and you must let us know when life support equipment is no longer required at your property.

Am I entitled to a concession on my OC Energy bill?

Depending on your individual circumstances, you may be entitled to a concession on your electricity account. Concession may be available to customers holding an eligible Pensioner Card, Healthcare Card or Goldcard on behalf of the Department of Human Services.

To claim the concession, you will need to submit a Non-Mains Energy Concession Form to the Department of Human Services. The form can be obtained from the Department’s website: www.dhs.vic.gov.au

For further information email us at concessions@ocenergy.com.au

Finding it difficult to stay on top of your bills?

OC Energy operates a Hardship Program to support you through difficult times. 'Hardship' is a circumstance that a customer may face when they have the intention, but not the capacity, to make a payment within the time frame required. In other words, our Hardship Program is designed to assist customers who want to pay their energy bills, but for whatever reasons, are unable to.

Download the short form or full version of Our Hardship Program for further details.

 

Service fee schedule

For our full Service fee schedule please visit out Service fee schedule page

 

Contact us

For Residential Enquiries

Talk to our Australian based team, Monday to Friday 8:30am – 5:30pm, AEDT

1300 49 40 80

To connect email us at: connections@ocenergy.com.au

To make a payment email us at: payments@ocenergy.com.au

To register for life support email us at: life.support@ocenergy.com.au.

For further information on concessions email us at: concessions@ocenergy.com.au

OR for any other enquiries send us an email any time at: info@ocenergy.com.au

For Business Services

Speak to our solution experts by emailing us at: solutions@ocenergy.com.au

Emergency Services

Only call emergency services if life or property is at risk. 000

Other Contact Services

For interpreter services please contact TIS on 131 450
If you have a hearing or speech impairment, contact us through the National Relay Service on 133 677

No Contact List

OC Energy maintain a no contact list, if you do not wish to be contacted by OC Energy for marketing purposes, then please ask us to note you down as a Do Not Contact customer.

To be noted as Do Not Contact please contact us by email at: info@ocenergy.com.au

Or you can call our customer service team on: 1300 49 40 80

Complaints Procedure

Sometimes things go wrong, but that’s why the OC Energy team is here to help. If there is an issue we want you to let us know straight away, so that we can try and solve your concerns as quickly as possible, and continually improve our services.

For more information about our complaints procedures Download our Complaints Handling Policy.

You can also contact the Energy Ombudsman in your state at any time for independent advice and assistance

So how do I make a complaint?
  1. Call us – You can call our Australian call centre and speak to one of our friendly team members on 1300 49 40 80
  2. Email us – Email our complaints team at complaints@ocenergy.com.au
  3. Write to us – Send a letter to our PO Box 7285, Melbourne VIC 3004
Concern still not resolved?

We really hope that we can resolve your problem by this stage, but if you are still not happy you can contact the energy and water Ombudsman in New South Wales and Queensland.

Energy & Water Ombudsman New South Wales

By Post: Reply Paid 86550, Sydney South NSW 1234

Free call: 1800 246 545

Free fax: 1800 812 291

Interpreter: 131 450 – For help using an interpreter visit TIS

NRS: 133 677 – For help using this service visit NRS

Email: complaints@ewon.com.au