VEOLIA ENERGY SUPPORT CENTRE
We're committed to delivering retail services that meet your electricity and sustainability needs with ease and flexibility.
Explore the topics below to learn more about your energy retail contract. Have a question we haven't answered yet? Please reach out to the team directly and we'll get back to you in no time!
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Managing your services
The Veolia Energy team is here to support you throughout your contract period to ensure you get the most out of your energy retail service.
We are excited to announce that our customer portal is currently in development and scheduled to launch by 2026/ Nothing needs to be done from your end - we will create an account on your behalf, and will let you know when it's ready for you to start using!
In the meantime, please contact your dedicated Account Manager with any questions or feedback, or reach out to the team at [email protected] or by filling in the contact form below.
Your satisfaction is our priority, and we will respond to you within 24 hours to ensure you have all the information and support you need for your services.
About your energy services
Read through the frequently asked questions about retail energy services with Veolia Energy and in Australia.
How do I find my Account Manager's details?
Your dedicated Account Manager is your first point of contact. You can find their direct contact details in your onboarding pack, or on your retail energy bill.
What should I do in the event of a power outage?
Your network provider is responsible for the electricity network in your area and can give you up-to-date information in relation to a planned or unplanned outage. In the case of a power outage, you will need to contact your network provider directly.
Your network provider information can be found on your electricity invoice. Your invoice also contains the contact information for faults and emergencies.
How do I update my account details?
It's essential to keep you contact details up to date for your account, including site and outage contact details. Please advise your Account Manager if these details ever change.
How do I get an electricity quote?
To request a quote, please complete our enquiry form or contact us directly at [email protected].
What are time-of-use periods, and how are they calculated?
Time-of-use (ToU) periods determine your electricity rates based on the National Energy Market's consumption activity. These are categorised as Peak, Shoulder, and Off-Peak times, which vary by state.
Peak times are when electricity is most expensive due to higher demand in the market. These typically occur on weekday evenings.
Shoulder times fall between Peak and Off-Peak, when demand for electricity begins to decline or increase.
Off-Peak times occur when electricity demand is at its lowest, resulting in lower rates. These times are typically overnight and on weekends.
Your energy retailer sets definitions for electricity charges at your contract signup.
Network time-of-use is based on the distributor's tariff, and may change annually. Always check your distributor's current pricing proposal for the defined periods.
Understanding these terms can help you manage energy costs more effectively.
GreenPower
Learn about Australia's GreenPower program.
What is GreenPower?
GreenPower is a national, independent scheme that offers the only government-accredited renewable energy in Australia.
Is Veolia Energy an accredited GreenPower retailer?
Veolia Energy is proud to be an approved GreenPower provider.
Please contact your Account Manager or sales representative for more information on Veolia Energy's GreenPower offering.
Metering & energy connection
Learn about connecting to the local energy network when signing up with Veolia Energy or adding a new site.
How do I read my energy meter?
For information on where to find your energy meter and how to take readings, please read our Guide to Reading Your Meter.
How do I roll in / roll out a new site?
Please first check your existing retail contract with Veolia Energy and understand your allowed usage percentage, then contact your dedicated Account Manager.
How do I disconnect a site?
If you need to disconnect a site from your services, please contact your dedicated Account Manager.
To ensure we respond quickly to your needs, please keep us updated with any changes to your site or services.
Upgrading or exchanging your meter
If you would like to upgrade your meter or require an exchange, please contact your dedicated Account Manager.
What is a Direct Metering Agreement (DMA)?
A DMA is a separate contract for metering services (such as meter reading or data provision) that large electricity users can enter into with a registered Metering Coordinator.
This contract will be put into place either by your energy broker or retailer (Veolia Energy).
DMAs are primarily used by businesses or other large energy users that annually consume above a specified threshold. This threshold will vary by location (e.g. over 100MWh in NSW and ACT).
A DMA allows you to keep your metering provider of choice even when you change energy retailers, helping to avoid service interruptions. Your DMA can also provide us with the necessary energy consumption data from your site(s).
The DMA is a separate agreement from your electricity retail contract and distributions charges (i.e. infrastructure such as poles and wiring). Your DMA metering provider is responsible for your metering services, and the charges are included as a separate item in your electricity bill.
Will my power be shut off in the event of a meter exchange?
Yes, your power will be temporarily switched off while your electricity meter is being changed. This is necessary for the technician to safely remove the old meter and install the new one.
The power outage is usually brief, lasting around 30 minutes to an hours, but it may take longer if unexpected issues arise. You should receive advance notice from your electricity retailer (Veolia Energy) or broker regarding the date and time of the meter change, giving you time to prepare.
Billing & payment support
Read about how to receive and pay energy bills, and what support is available to assist with payments.
How do I access my billing information?
You will be able to view and pay bills through our customer portal upon its launch by 2026.
While the portal is still in development, please contact your dedicated Account Manager to request further details about your bills.
How do I understand my billing breakdown?
Your dedicated Account Manager will happily assist with guiding you through your bill's breakdown.
How can I pay my bill?
You can make payment using the bank account details and EFT Payment Reference Number found in your tax invoice.
What are my payment terms?
Please refer to your Electricity Supply Agreement with Veolia Energy, or contact your dedicated Account Manager.
What are Veolia Energy's late payment fees?
Please refer to your Electricity Supply Agreement with Veolia Energy, or contact your dedicated Account Manager.
