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Frequently Asked Questions

Enova

What is Enova's Centre of Excellence?

Enova is committed to instigating change and making sure the Australian energy industry evolves.  

We are dedicated to unearthing good ideas, encouraging  ingenuity, harnessing  appropriate technologies, and increasing our knowledge about GreenPower, for the benefit of the whole community.

We can he see ourselves as a conduit of information from here and overseas, that benefit us all on our quest towards a renewable energy future.

How is Enova different?

The aim of Enova is to do things differently. Enova brings a new business model to the energy industry – community-owned. This business model brings exciting possibilities to the sector, particularly in the way we generate and distribute solar and other renewable energy.

We encourage and facilitate the development of community-based renewable energy projects, as well as purchase the power created by these initiatives.

Switching

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How long does it take to switch to Enova?

Before you can switch to Enova, your current energy retailer needs a final meter reading, and this also serves as the start of your supply from us. 

This is done by your electricity network provider and can take anywhere between two weeks and three months.

You are welcome to contact us at any time to check the status of your transfer.

Can I change my mind on switching?

There is a ten day cooling off period. But aside from that, we don’t lock customers into contracts. You can leave at any time.

Plans - General

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Am I 'locked in' to a contract?

No. You can terminate your energy supply at anytime with no exit fees. You can terminate at any time. But before you terminate, have a look at our full range of Energy Plans to see if there’s one that better suits your needs. We’d be more than happy to change you over.

If you have any feedback that you’d like to give us about your Enova experience, send it here

What happens when my energy plan ends?

Each Enova Energy plan last for 12 months. As you’re coming to the end of your plan, one of our Energy Consultants will contact you. From time to time your needs may change and we also update the energy plans that are available. If for any reason we cannot get hold of you prior to your plan expiring, we will select a plan that is either the same, or as similar as possible, to your existing plan.

How does my Enova Plan work?

Terms, conditions and benefits of each Enova Plan are outlined in the Customer Agreement. Your plan’s terms, conditions and benefits are valid for 12 months. 

Your plan’s terms, conditions and benefits are valid for 12 months, but there are no ‘lock in’ clauses.
You are free to change your plan at any time.

I don't have solar. Can I join Enova?

Absolutely, there’s no requirement to have solar to be an Enova customer.  We have a high proportion of customers with solar, due to our high solar ‘Feed in Tarif’ but we still offer a range of plans and benefits for customers without solar as well. You can view our full range of Home Energy Plans and Business Plans.

How can I reduce my energy bill?

Everyone’s circumstances are different, but there are many ways you can reduce your bill. These can range from technological (eg replacing old energy-hungry appliances with more efficient models) to behavioural (employing energy efficiency behaviours to reduce how much energy you are using. One starting point to learn about energy efficiency is on the Enova Community webpage which has resources on reducing your usage around the home. Energy Efficiency at home.


If you want to better understand why your energy consumption (and bill) is as high as it is; one option is to ask Enova for a free home energy assessment by one of our volunteer Energy coaches. This a free service to help you understand where you can make energy savings by doing a walk around of your home (approximately one hour), followed by providing you with recommendations and tips to reduce your energy use, tailored to your home. To request one of these assessments, please complete the webform on this page.


Finding the right energy plan to suit your energy use also helps!

Plans - Home

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Moving House?

If you’re a current Enova customer and you’re moving house, your agreement will end with us. But if we are able to supply the area you’re moving to, then we’ll be happy offer you a new Enova Energy Plan at your new address. 

If you’re not yet an Enova customer and you’d like to be, then contact us.

Home owner?

To find out more about switching over from your current supplier, contact us.  View our range of Energy Plans.  

You may also be able to install solar – call us for more information.

Renting?

If you are responsible for the electricity account at your current address, you can switch to Enova.

You can become an enova customer online, or over the phone. View our Energy Plans »

What if I move?

If you move, your agreement with us, including your current Enova Energy Plan will end.
If we are able to supply the area you’re moving to, then we’ll be happy offer you a new Enova Energy Plan at your new home.

Plans - Business

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Small Business Owner?

At Enova, we understand small business after all, we are one ourselves.
We know you’re time-poor – so we’ve made switching easy.
We know you need cash flow certainty – so we have a range of pricing and billing options.


You’re local. So are we. By doing business together and by supporting each other, we can help to create a stronger community through the creation of local jobs and by investing our profits back into the region. Our partnership can make a difference.

Don’t forget, that solar will can help you to cut energy overhead costs.

What energy plans do you have for business?

Enova Energy specialises in small business because we are one ourselves. To begin with our offer for businesses has an attractive discount without a lock-in contract. 

You can view our business offers here.

Service Area

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What area does Enova service?

We service most of regional New South Wales. To see if we service your area, use our postcode checker.

How can I pay my bill?

You can pay your bills via several channels:

  • On-line
  • BPay from your bank account
  • In person – at any Westpac branch
  • Over the phone – call (02) 5622 1700
  • By mail using cheque
  • By Direct Debit – simply fill out the form in your welcome pack.
  • Click this link for full details and options

How do monthly payments work?

You will receive monthly electricity bills. The first two of each quarter will be based on a fixed, pre-agreed amount. The third will generally be issued following your quarterly meter read, and will be more detailed, itemizing the total amount owing for the quarter. Any discounts, rebates, fees or charges are applied to this more detailed bill.

Read More > 

Why do I pay monthly?

Smaller monthly payments are designed so you don’t get ‘bill shock’ at the end of the quarter.

Secondly, monthly payments help us to better manage Enova’s cash flow. As a small community-based organisation simple financial strategies such as this help us to better manage our income and expenditure.

How is my monthly payment calculated?

The things  you tell us about how you use electricity in your home and business, along with average consumption rates help us to determine – with a high degree of accuracy – how much energy your household is likely to use, and therefore your monthly payment.  We’ll look at your historical consumption to estimate the monthly payment for your household or business.

If we don’t have this information at the time of signing up, we’ll ask you for some information about your household –like where you live, the number of people in your household and whether you have a solar panels.

Your answers will help estimate how much electricity your household is likely to use. An estimate for the monthly payment is calculated by applying the Anytime peak only prices to your estimated electricity consumption, with any features or other discounts in your chosen Energy Plan also applied.

Read More > 

How does the pay on time discount work?

To be eligible for the pay on time discount, you need to ensure that you have made all of your monthly payments on time. Your actual usage for the quarter (assuming your meter is read) is known when you receive the quarterly bill. We calculate charges for the whole quarter based on this, and then deduct the pay-on-time discount (and payments you have made during the quarter). Discounts are calculated and applied before GST. 

Paper bills and eBills

We’re encouraging our customers to receive eBills because they’re better for the environment, but if you’re not able to receive your bill via email then we are happy to make alternative arrangements with you.

When you give us an email address to receive your eBill then make sure it’s a personal address that you’re likely to keep for some time. Remember, we’ll use this email to communicate with you, not just about your bill, but to notify you of special offers as well as any important changes to your plan or our service.  You can update your email address with us at any time.

If I am not paying by direct debit, how will I know when to pay?

Monthly payments are usually due around the same date every month (unless it is a weekend or public holiday, in which case it is due the next business day).

We’ll send you a reminder. Reminders will be sent about a week before the payment is due.

Please remember that payments must be made before the due date to receive your pay-on-time discount.

Why is my quarterly bill estimated?

Meters are read every three months by your electricity network provider. If for any reason, they cannot access your meter, your bill will be estimated. Your electricity network provider requires safe and easy access to your meter in order to get an actual meter reading. If this is not possible, they will provide us with an estimated reading based on information they have about historical consumption at the address. Rest assured, that any necessary adjustments will be made when an actual meter is read.

If you have a dog, a locked gate, a locked meter box or something that restricts access to the meter, these can affect your electricity network provider's safe access to conduct a reading. If this happens to you, just be aware of your next scheduled meter read date (three months from the date of the last one) and ensure appropriate access for your electricity network provider's staff around that date and time.

What if I am suffering financial difficulty or hardship?

If you find yourself having difficulty paying your electricity bill, then please contact us immediately. We want to keep you connected and there are a number of options available. For more information, access our hardship policy and other important information here.

Can I have more time to pay?

We will aim to do all we can to help in your financial situation. Read our hardship policy here.

Why does my account show a negative amount owed?

There could be a number of reasons for that your account is in credit, including:

  • your quarterly usage being less than the amount you have paid, or
  • surplus electricity generated by your solar panels, or
  • you may have received a credit adjustment or rebate from us.

The credit amount will be carried over to your next bill.

If you have any questions, simply get in touch with one of our Enova Energy Consultants by telephone 02 5677 1200.

Concessions

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Do I qualify for a concession or rebate?

You can find out whether or not you qualify for a rebate or concession here

How is a concession applied to my account?

If you are eligible for a concession, the amount of the concession will be deducted from your quarterly settlement bill.

Green Power

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How does GreenPower work?

GreenPower is government accredited renewable energy sourced from the sun, the wind, water and waste.

When you purchase 100% GreenPower, this commits Enova to purchasing that amount of electricity from the 155 accredited renewable energy generators across Australia, and adding it to the electricity grid on your behalf to offset your electricity use. The government managed GreenPower Program runs a robust and independent auditing process of our GreenPower sales each year to make sure this is the case. These audits are publicly available on the GreenPower website.

Read more about GreenPower in our article: What is the GreenPower program? 

or visit www.greenpower.gov.au or check out the GreenPower Facebook page

What is GreenPower?

When you purchase GreenPower, you are supporting the production of electricity from renewable sources that meet a strict set of environmental criteria.

GreenPower is renewable energy sourced from the sun, the wind, water and waste.

Companies generate electricity at a range of sites across Australia and supply the electricity to a central power grid.

Our homes and businesses are connected to this grid in order to access electricity.

Traditionally, electricity on the central grid comes from generators that burn coal. Only a small amount (about 8% per cent) comes from renewable sources such as sun, wind, water and biomass waste.

Energy suppliers, such as Enova, who sell accredited GreenPower products, buy electricity generated from Australian accredited renewable energy generators on your behalf and feed it into the National Electricity Grid.

 

Why GreenPower?

 

By purchasing GreenPower you can be sure you are displacing your electricity usage with certified renewable energy that has zero net emissions. 

As well as reducing your impact on the environment, by becoming part of the GreenPower community, customers like you are helping to support Australia’s renewable energy sector. By purchasing GreenPower you are displacing your electricity usage with certified renewable energy that has zero net emissions. GreenPower businesses and households have reduced the emissions caused by electricity generation in Australia by 9.7 million tonnes. That’s the equivalent of taking more than 2.9 million cars off the road for a full year! Importantly, this renewable energy is additional to the amount of renewable energy already in the grid as mandated by government requirements – such as the Australian Renewable Energy Target (RET).

Read More >

What do the GreenPower percentages mean?

The different percentages of GreenPower represent the percentage of your total electricity usage that will be sourced from accredited renewable sources.

When you purchase one of Enova’s 20%, 50% or 100% GreenPower products this commits us to purchasing that amount of electricity from the 150 accredited renewable energy generators across Australia, and adding it to the electricity grid on your behalf to offset your electricity use.

The government managed GreenPower Program runs a robust and independent auditing process of our GreenPower sales each year to make sure this is the case. These audits are publicly available on the GreenPower website.

Technical

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What is Time of Use (TOU)?

Time of Use is a tariff where the electricity costs differ depending on the time of day it is used. There are three different price periods:

‘Peak’ period electricity costs the most. Peak rates apply during the morning sand evenings on week days days.

‘Off-peak’ electricity is the cheapest. Off-peak rates usually apply late at night through to early morning week days and all day Saturday and Sunday.

‘Shoulder’ period electricity applies between peak and off-peak periods, e.g. late morning to late afternoon.  At this point in time the shoulder rate is the same as the peak rate, but this may change from July 2017.

Customers with solar panels or those that have installed a smart meter can take advantage of ToU because the meters record consumption in different time periods.

For more detailed information see our Energy Price Fact Sheets.

What is a 'Controlled Load' tariff?

‘Controlled Load 1’ and ‘Controlled Load 2’ are tariffs that apply to specific appliances that are permanently wired back to the meter such as hot water heaters or swimming pool pumps. Supply for a controlled load is only available at certain hours during the day, usually late at night. The difference between Controlled Load 1 and 2 is the hours for which supply is available and the price paid. This is determined by the network company.

For more detailed information see our Energy Price Fact Sheets.

What is Power of Choice?

Power of Choice is a package of reforms to the National Electricity Market (NEM) designed to give consumers more options and control of the way in which they use and manage their electricity expenditure. The reforms are effective from December 1, 2017. You can read more about Power of Choice here.

What is Enova’s Renewable Development Initiative (RDI) Fund?

An initiative that aims to make it easier for our community to access the infrastructure required to produce renewable energy, and create a pathway to transition more customers to community generated clean energy supply. Read More

How does the Renewable Development Initiative work?

Funds generated by the RDI are pooled together and will used to develop and identify renewable generation projects that we can invest in so that we can increase renewable generation, and therefore availability in the community. Read more

What is an ASP?

An ASP electrician is an Accredited Service Provider. You need an Level 2 ASP electrician to make changes to your meter

Who is the energy market operator?

The energy Market in Australia is run by an organisation called The Australian Energy Market Operator (AEMO).

AEMO’s vision is to deliver energy security for all Australians. (AEMO) is responsible for operating Australia’s largest gas and electricity markets and power systems, including the:

  • National Electricity Market (NEM), the interconnected power system in Australia’s eastern and south-eastern seaboard
  • Wholesale Electricity Market (WEM) and power system in Western Australia.
  • Victorian Declared Wholesale Gas Market (DWGM) and the Victorian gas transmission system.
  • Wholesale gas Short Term Trading Market hubs in Adelaide, Sydney and Brisbane.
  • Retail Gas Markets in Victoria, Queensland, South Australia, Western Australia and New South Wales and Australia Capital Territory.
  • Wallumbilla and Moomba Gas Supply Hub in Queensland and South Australia.
  • Natural Gas Services Bulletin Board.
  • Western Australia Gas Bulletin Board.

As Australia’s independent energy markets and power systems operator, AEMO provides critical planning, forecasting and power systems information, security advice, and services to our stakeholders.

Solar & Meters

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How does Solar Energy work?

The sun provides an endless stream of clean energy. When the sun shines on the solar panels on your roof, Direct Current (DC) electricity is created.  DC travels to the system inverter where it is changed from DC to AC (Alternating Current) which is the kind of current that’s needed for your home. This AC travels to the circuit breaker panel (also known as the fuse box) in your home and powers all of your appliances – anything that’s plugged in.  

 If your solar panels are generating more electricity than you’re using, then the extra energy is pumped to the grid and made available to other users.   

When this happens you will be paid a feed-in tariff. To view Enova’s Solar Plans, click here

How can I tell what kind of meter I have?

You can’t always tell whether or not you have a smart meter or a gross meter just by looking at it.  But you can call us. The Enova Team can check for you – we have access to information that will tell us whether you have a gross meter, net meter or smart meter, so call us, and please have your NMI (National Meter Identification) number, which is on your energy bill, handy. At Enova it doesn’t matter what kind of meter you have, unless you want to sign up to our Solar Plus plan, then you need a net meter.

Analog, gross and digital meters - what's the difference?

Analog meters are the original meters used by electricity companies to measured electricity usage. These meters are being replaced by more modern electronic meters which have a digital display. People often confuse digital meters with smart meters, but smart meters are more advanced than digital meters – they can be read remotely (replacing the need for a meter reader to come to your property and manually read your meter). Smart meters also measure electricity consumption at 30 minute intervals, which better helps you to understand your usage via a connection to your home computer or smart phone. You can also utilise Time of Use (TOU) tariffs if you have a basic electronic meter or a smart meter.

Gross Meter vs Net Meter

If you have solar, then there’s the question of whether you need a gross meter or a net meter. A gross meter is programmed to export all the electricity you generate with your panels to the grid. A net meter enables you to use your solar energy in your house first, and then export the excess to the grid. It doesn’t matter what kind of meter you have. However, to take advantage of the Solar 16 Plus plan, which offers a high 16c per KwH feed-in tariff, you do need a net or smart meter.

Will I benefit from a battery?

A battery enables you store the solar energy your rooftop solar panels are producing, so you can use it on a rainy day, or at night. Houses with rooftop solar systems would benefit from having a battery in most cases, although they may not benefit financially due to the cost of batteries remaining high. The benefits of batteries lie in being able to store and use any excess energy that your system would otherwise export to the grid for someone else to use. They, therefore, save you from having to purchase that power at a higher rate.


Batteries are still relatively expensive, but this is one area of solar technology that’s changing rapidly and prices will eventually come down.

A useful independent resource explaining the home solar and battery market in Australia is at here.

(Or very specifically:) Download the PDF here.

What kind of meter do I need?

As an Enova electricity customer you can have any meter. 

Depending on what you want from your solar panel system, your meter options vary. If you want to sign up to our Solar 16 Plus Plan at get a 16c per kWh feed-in tariff, you do need a net meter.

For more information, read our post

How many panels do I need?

This is one of the most common questions people ask. The answer is: every home and business is different. There’s also a range of factors to consider. Call us to find out.

I have existing solar panels, can I add to them?

Solar technology is changing rapidly, so there are no guarantees that new solar panels will be compatible with older panels. This applies to inverters and batteries too.  However, if there are compatibility issues there are options where your solar installer should be able to install a separate system, with a separate or new inverter.

Talk to our team to get advice about the right equipment for your needs. 02 5622 1700 

Can I install solar myself?

Yes, in theory, but it’s not necessarily advisable for a few important reasons. Firstly, you need a certified electrician to wire the system to your fuse box. 

Secondly, there’s also the consideration that some types of roofs, such as metal, tile, and some commercial structures will require special mounting frames which can make the job more complex. And thirdly, you might run the risk of voiding any of the warranties if you don’t use a qualified installer. But the bottom line is that your solar just won’t work properly if it’s not installed correctly –you might have invested in the top-of-the-range equipment, but you won’t see the benefits if it’s not installed properly. 

How does Solar Energy work? What's the difference between net and gross metering?

A gross meter measures the entire output of your system, combining the amount of solar energy you are consuming and the amount you’re exporting.  Gross metering applies when you export all of the electricity you generate to the grid. Net metering allows you to separate the energy you consume and the energy you export.

Shareholders

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How do I get a copy of my Holding Certificate?

If you are an Enova shareholder and need a copy of your shareholding certificate for any reason, you need to contact the share registry company, Automic.

You can find the Automic contact information here.

How do I buy Enova shares?

Enova’s initial share offering is now closed, although occasionally individual shareholders put their shares up for sale. We are keeping a register of interested buyers on our noticeboard, and you can add your name to the list.

Contact us, info@enovaenergy.com.au for more information.

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