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Frequently asked questions


Joining RAA Energy

  • Do I need to tell my current provider I'm leaving?

    There’s no need to call them. We’ll handle it for you. Once the change is complete, they’ll issue you with a final invoice.

    If you also have gas with that provider, your gas account will remain active with them. RAA Energy is currently an electricity only plan.

    When you leave an energy provider, it’s common for them to try and win you back using a special offer. These offers are usually just temporary. Rest assured knowing that you’ve moved to an electricity provider that you can trust.

  • Will I get the same concession payments if I join RAA Energy?

    To have a concession added to your RAA Energy account, you need to contact Concessions SA.

    Once you have received your first bill from us, you can apply through the ConcesssionsSA website or call 1800 307 758.

    To be eligible for a concession, your name must:

    • be listed as an account holder on your electricity bill.
    • match your Centrelink or Veteran Card.

  • I have both gas and electricity with my current provider. Can I still sign up with RAA Energy?

    Our investigations into the energy market indicate most energy retailers no longer provide discounts for bundling your gas and electricity.

    RAA Energy is an electricity only retailer. If you sign up, you'll just have separate retailers for your electricity and gas supply.

    To compare residential gas plans visit the Australian Government’s Energy Made Easy website.

  • What will an RAA Energy Plan cost?

    We don't profit from the amount of energy you use. Our subscription fee is what we earn to keep your lights on, and ours.

    Your specific rates will depend on your home address.

    Enter your address to see your rates

  • How is RAA Energy different to other energy companies?

    We don't profit from the amount of energy you use. Our subscription fee is what we earn to keep your lights on, and ours.

    Other benefits we offer include:

    • No lock in contracts or exit fees
    • An Australian based customer support team
    • Free on-site solar health check if we diagnose any issues with your current system

  • What happens after I switch?

    1. We'll send you a welcome email
    2. We'll double-check your address
      We'll check your address against the National Metering Database to make sure we're connecting the right meter. If we can't get a perfect match, we'll contact you to ask for more information.
    3. We'll tell your current provider
      There's no need to get in touch with them. We'll handle everything for you.
    4. You're officially on board
      We’ll let you know when we become your energy supplier. This process usually takes just a few days, and your power supply won’t be interrupted while this happens. Your previous provider will send a final bill for usage up to the switch date, and we'll take care of everything from there.


Billing and fees

  • How can I pay my RAA Energy bill?

    There are 3 ways to pay your bill:

    1. Direct Debit or SmoothPay through the RAA Energy portal or our direct debit request form.
    2. Credit or debit card through our online payment form. A bank fee of Debit: 0.46% and Credit: 0.81% may apply depending on your plan.
    3. BPAY. Use your unique details on your bill to pay through your bank.

  • What's SmoothPay?

    SmoothPay can help you avoid bill shock if you're billed every three months on an 'RAA Member Standard' plan.

    Through SmoothPay you can set up advanced fortnightly or monthly or payments on a day you choose. When we get a meter reading for your actual usage, your bill will then only be for energy usage in excess of the payments you've already made.

    You can set up Smooth Pay in the RAA Energy portal or by using our direct debit request form.

  • Why was my energy bill higher than I expected?

    The billing period may be longer than normal
    Energy billing periods don't always cover the same number of days.

    This may be your first bill with us
    Sometimes if your starting meter read is based on an estimated read, you might see a higher first bill from us and a lower final bill from your previous provider. Don’t worry, future invoices will reflect your actual usage.

    The bill may be based on an estimated meter read
    If you are on a single rate tariff and the meter reader couldn’t access your meter, we may have had to calculate based on previous usage. You may be able to submit a self-read or request a new meter read. Read our FAQ called ‘How can I submit a self-meter read?’ for more information.

    An appliance could be consuming more energy than expected
    Check your appliance's manual or energy efficiency label. Curious how much electricity they're using? Visit energyrating.gov.au/calculator

    The weather may have changed
    Using the air conditioning a lot in summer? Compare your current usage with the same period last year using the summary graph on page two of your bill.

    You may have had visitors
    Extra time at home and guests during holidays can cause your energy use to spike. More showers, more devices charging, more washers and dryers running are a recipe for a bigger bill.

    You may have an outstanding balance from your last bill
    Didn’t pay the full amount last time? The balance rolls over to your next bill. Check page one of your invoice for any leftovers. You can check your current balance by logging into the RAA Energy portal.

    It may not have been as sunny
    Less sun means you’ll generate less solar power and earn smaller feed-in tariff credits.

    Your account may be missing an energy concession
    If you're eligible for a concession, but it's missing from your account, make sure that you register your RAA Energy account details with ConcessionsSA to claim a concession.

  • Why have I received an estimated bill?

    If you got a bill from us with an estimated meter reading, this means we've had to calculate your energy usage based on your past use because you have a basic meter or an issue with your smart meter.

    There are a few reasons this might happen:

    • You had a basic meter when you first joined
      If you have a basic meter, we may estimate your first bill so we can start supplying you with electricity earlier, without waiting for a quarterly meter reading. It might mean a lower final bill from your old provider and a higher first bill from us. But don't worry, this is usually a one-time thing. Future bills will be based on your actual usage.
    • Accessibility issues
      The meter may be in an area that’s difficult to access, such as behind a locked gate or in a hard-to-see location.
    • Safety concerns
      The meter reader may have thought that it was unsafe to access the meter. This may be due to a dangerous entry, poor weather conditions or a dog.

    To help avoid estimated readings, make sure your meter is easy to reach and safe for the meter reader. You can also check your bill for the next scheduled meter reading date so that you can make sure that access is available.

  • How often do you read my meter?

    Smart meters

    If you have a smart meter with remote communications, we'll get meter reads every 30 minutes and we'll send you a bill every month.

    Basic meters

    If your meter is manually read, we'll receive the data from SA Power Networks and we'll send you a bill approximately every three months. If you would like to manage your payments more often than every 3 months, you can set up more regular payments using Smoothpay in the RAA Energy portal. This means you can pay us a set amount each fortnight or month. Then when your bill arrives after three months, we will Direct Debit the difference from your nominated card or bank account.

  • Why does RAA Energy charge a monthly fee?

    Unlike most other energy retailers, we don't profit from the amount of energy you use. Our monthly subscription fee is what we earn to keep your lights on, and ours, and we believe it's a much fairer and transparent way of doing energy.

  • Are there any fees for switching to RAA Energy?

    We have no joining fee, lock-in contracts or exit fees.

    SA Power Networks charges us for disconnections when moving out and reconnections, and we pass those charges onto the customer. These fees are:

    • Special meter read: $19.35
    • Standard connection fee: $60.94
    • Standard disconnection fee: $60.94
    • Standard disconnection for non-payment fee: $58.07
    Other possible fees

    Our aim is to keep operating costs low so that we can offer you the best possible deal. Here’s how the following fees can all be avoided:

    • Paper bills: $2 including GST per bill
      Avoid the paper bills fee by logging into our online portal, clicking on ‘My Account’ and requesting to receive bills by email.
    • Late payment fee: $16
      Avoid this by paying by direct debit or credit/debit card. This fee is not subject to GST.
    • Dishonoured payment fee: $10
      Avoid this by checking that there is enough money in your account when a direct debit is due. This fee is not subject to GST.
    • Credit card payment fee: 0.81% including GST
      Debit card payment fee: 0.46% including GST
      Avoid these by setting up a direct debit in our online portal.


Smart meters

  • Why does RAA Energy want me to be on a smart meter?

    When you sign up to RAA Energy we’ll install a free future-proofed smart meter at your property, where possible.

    This upgrade allows you to:

    • receive personalised energy insights, helping you to understand your energy costs and give you tips and advice on how to get your bill down.
    • access usage info through our online portal.
    • streamline your bills into more manageable monthly payments.

    If you have a solar system, the smart meter can also help us see if it is working properly. If it’s not, we’ll offer you a free solar health check and visit your home to diagnose any issues (normally valued at $199).

  • What happens to my electricity tariff when I’m moved to a smart meter?

    When we upgrade your meter to a smart meter, your tariff type will change from a Single Rate tariff to a Time-of-Use tariff.

    This change means you'll move from one single price for energy to different prices charged at different times of the day. You’ll pay lower prices in off-peak and shoulder periods and higher prices in peak periods.

    Your change in tariff type is aligned to a change in the tariff which SA Power Networks charges us when a smart meter's installed at a property.

  • What happens if RAA Energy can’t install a smart meter?

    Sometimes, due to situations outside of our control, we may not be able to supply a smart meter. In these situations, we will continue to use your basic meter. We will bill you a single rate tariff until the issue can be resolved.

  • Do I have to be on a smart meter?

    While we believe you’re better off on a smart meter, you don’t have to be. RAA Energy can still provide you with a single rate tariff if you don’t want to make the switch.

  • How long will it take to install my smart meter?

    If you sign up to an RAA Energy plan requiring a smart meter upgrade, our metering provider, Intellihub, will complete the installation within 15 business days from when we submit our request, or as otherwise agreed with you directly. You will be notified of the date of install prior and any possible interruptions to your supply.

    If your project is more complex and involves more significant work, like major metering changes, this is also classified as an ‘addition or alteration.’ As it involves more than just replacing the electricity meter, we’ll need to coordinate with SA Power Networks who will set the date the work goes ahead.

    A new property build is considered a ‘new connection’ when it comes to meter exchanges. Unfortunately, we are unable to organise a meter exchange for these properties. 


Tariffs

  • What's a tariff?

    An energy tariff is essentially a pricing plan for your electricity usage. It determines how much you pay for the energy you consume. Depending on your home, you could be on one tariff type or on a combination of several. There are four main combinations of tariff types for RAA Energy customers:

    • Single rate
    • Single rate with controlled load
    • Time of use
    • Time of use with controlled load

  • What tariff type am I on?

    Tariff types include ‘single rate’, ‘peak’, ‘time of use’, and ‘controlled load’. These tariffs are set by SA Power Networks.

    You can see what type of tariff you're on by looking at the ‘charging windows’ section at the top of the second page of your bill.

    You can also look at the ‘detailed usage breakdown’ section to see if you have:

    • Single usage type (e.g. peak only or single rate)
      A simple tariff called 'single rate'. You are charged one rate for your usage.
    • Time of day segments (e.g. peak, shoulder, and off-peak)
      This is called a 'time of use' tariff. Your usage costs will be different depending on the time of day.
    • Controlled load charges
      If you have an appliance that use a lot of electricity, like electric hot water, you may have a 'controlled load'. The rate you pay for this electricity will appear on your bill. You may have this alongside another tariff type, for example, 'single rate plus controlled load' or 'time of use plus controlled load.'
    • Feed-in tariff
      For people with solar panels, this tariff pays you for the excess energy you feed back into the grid.

    All tariffs have a daily supply charge.

  • What are my time of use periods?

    If you are on a 'time of use' plan, there are three key time periods where you will pay different rates for the electricity you use. It is always cheaper to use electricity in shoulder and off-peak periods than it is in peak.

    Peak
    6am to 9:59am and 3pm to 12:59am

    Off-peak
    1am to 5:59am

    Shoulder
    10am to 2:59pm

    Check the plan summary on your bill to see what rates you are charged during each period.

  • Can I change tariff types?

    In some cases, yes. Email contact@energy.raa.com.au to discuss this.


Submitting a meter read

  • I’ve received an estimated read. Can I submit a self meter read?

    If you've received a bill with an estimated meter reading and you have a basic meter, this means we've had to calculate your energy usage based on your past use. You don't need to do anything, but if you would prefer an accurate reading, you can submit a self-read to our team. If you have never read your meter yourself, read our FAQs below.

    If you've read your meter and would still like a revised invoice, take a photo of your meter and send it to metering@energy.raa.com.au. It’s important to:

    • Include your name and account number in the subject line
    • Mention that you would like your latest estimated bill to be revised
    • Make sure that your image shows both the date and the meter (you could have this available in the image properties or use a newspaper or receipt).

    You'll then get a confirmation email from our team and a new bill will be sent to you. You'll have 14 more days to make the payment.

  • How do I read a basic meter?

    Dial meter

    Read each dial from left to right and record the numbers. If the pointer is between two numbers, record the lower number.

     Dial meter
    Clock face meter
     Clock face meters have 4-5 clock face dials that record your usage.

    Start by reading each dial from left to right.

    1. Record the number that the pointer is pointing to on each dial.
    2. If the pointer is between two numbers, note down the lower number.
    3. If the pointer is directly on a number, check the dial to the right.
    4. If the right-hand dial hasn't reached 0 or 1, record the lower number.
    5. If the right-hand dial is at 0 or 1, simply record the number the pointer is on.

    The reading on the example meter below is 18453.

    Clockface meter showing 18453 kilowatt hours

  • How do I read a digital meter?

    For all digital meters, SA Power Networks is required to attend the site to get a new reading. Here’s how you read the meter to work out if it’s worth requesting a new reading.

    Type 1

    Digital meter type 1

    The reading for this meter is 80842

    Start by pressing the 'Display' button to access the reading options on the screen. You might need to press it several times to find the right screen.

    If possible, check the reference guide to work out which screen to read.

    If you're sending us a reading, remember to send photos of every screen, including the ones with all zeros before the numbers.

    Type 2

    Digital meter type 2

    The reading for this meter is 001164

    1. Press the display button to cycle through the reading options on the screen.
    2. If you're sending a reading, send photos of every screen, including the ones with all zeros before the numbers.
    Type 5
    Digital meter type 5 

    The meter reading for this meter is 004323.

    • This meter automatically cycles through each register.
    • When sending a reading, send photos of every screen, including those with all zeros before the numbers.
     

  • How do I read a smart meter?

    Self reads cannot be accepted for smart meters. If you would like to contest your usage, please email metering@energy.raa.com.au or call 8202 8118.

    Model mk7a - One phase, two element
    One phase smart meter 
    • 01 - The current date and time
    • 03* - Energy used
    • 07* - Energy used for hot water
    • 13* - Energy sent to the grid
    • 43 - This register should show zero
    • 53 - Total energy used
    • 63 - Total energy sent to the grid

    *Some meters may not have this register

    Model MK7C
    Smart meter MK7C 
    • 01 – The current date and time
    • 03 – Energy that has been used
    • 13 – Energy sent to the grid
    Model MK10D
    Smart meter MK10D 
    • 01 – The current date and time
    • 03 – Energy that has been used
    • 13 – Energy sent to the grid
     


General support

  • How can I contact RAA Energy?

    Phone

    You can call us on 8202 8118. Our team is available to help from 9am to 5pm, Monday to Friday, excluding public holidays.

    Email

    You can email contact@energy.raa.com.au

    If you need help with a fault or emergency, please contact SA Power Networks on 13 13 66. They take care of wires and power poles. If there is a risk of life, please call 000.

  • Where can I find my NMI?

    Every property has a National Meter Identifier (NMI). If you can tell us this number when you join, it can help us match your address.

    For most energy providers, you can find your NMI in the top corner on the first page of your bill.

    Your NMI is the reference of your address in the energy market. It's different to your meter number and stays linked to your property, even if your meter is replaced.

  • Does RAA Energy offer gas?

    RAA Energy is currently an electricity only plan.

    Electricity is often the largest utility bill received by South Australians, so we wanted to tackle the issue putting the most pressure on our members’ pockets first.

    We'll explore launching other plans, including gas, in the future.

  • How can I access the RAA Energy portal?

    To log in, visit portal.energy.raa.com.au

    When you sign up to RAA Energy, you will automatically have access to the RAA Energy portal.

    The first time you log in, you’ll need to click on the ‘forgot my password’ button on the sign in page and enter your registered email address. Password reset instructions will be emailed to you.

    In the RAA Energy portal, you can:

    • Track your electricity usage and spend
    • Pay your bills and access your billing history
    • Update your payment methods
    • Add another contact to your account
    • Transfer your energy to a new home

    Note: The RAA Energy portal is separate to your RAA My Account. To manage your RAA membership, Road Service or insurance policies, visit My Account.

  • When will I be disconnected if I leave RAA Energy or I am moving house?

    You can ask for your account to be closed on a specific date.

    We need three full business days' notice to organise your disconnection. This doesn't include the day that you submitted the request.

    The disconnection date cannot be on a Friday, weekend day, public holiday or the day before a public holiday. If your move date is on one of those days, your disconnection will happen on the next available date.

    If you haven’t told us you’re moving out, your account will remain active, and fees and charges may apply.

    A disconnection can be organised by calling 8202 8118 or through our online member portal. If you decide that you need to change your disconnection date, we’ll need at least 24 hours notice to avoid disruption to your supply.

    What we need to know to organise disconnection
    • Any access requirements for the meter
    • Hazards that may affect your meter being read
    • Confirmation if anyone living at the property is currently using life support equipment
    • Confirmation that there is no electrical or renovation works currently at the property

  • How can I notify you of a deceased estate?

    If you've lost someone close to you, we understand that this can be an emotional and challenging time.

    Dealing with energy accounts may be the last thing on your mind, so we want to provide you with a straightforward process to update or close your loved one’s account.

    Notify the Australian Death Notification Service (ADNS)

    To streamline the process, you can use the Australian Death Notification Service (ADNS) to let us know. This is a secure and national service from the government that’s designed to notify multiple organisations at the same time.

    To notify RAA Energy and other organisations through the ADNS, please visit the Australian Death Notification Service website and provide the following details:

    • Details of the deceased person
    • Confirmation that you wish to let RAA Energy know
    • Your contact information as the notifier

    The ADNS will check the details and forward the information to our team. Our team will then reach out to assist you.

    If you don’t wish to contact the ADNS

    While we recommend using the ADNS, if you’d prefer to speak with us directly, call 8202 8118 or email contact@energy.raa.com.au.

    When contacting us, please have the following details ready:

    • Your name
    • Your contact details
    • Your email address
    • Relationship to deceased
    • Action taken/required

  • What should I do if there is a fault or emergency?

    If there is a risk to life, call 000.

    If you need help with a fault or emergency, contact SA Power Networks on 13 13 66. They take care of South Australia’s wires and power poles and are available 24 hours per day.

  • What’s a carbon offset?

    We carbon offset 100% of your energy usage. This means that for every kWh that you use, we purchase carbon offset credits.

    We carbon offset your usage because when you draw electricity from the grid, there's no way to ensure the electricity you're using comes entirely from renewable resources.

    All the energy you use with RAA Energy will be offset with government-certified carbon credits (CERs), recognised under Australia's National Carbon Offset Standard (NCOS).

    These credits are not just numbers; they represent actions taken to reduce the carbon footprint of our operations and our customers. Each carbon offset credit is equivalent to the reduction of one tonne of carbon dioxide (CO2) or an equal amount of other greenhouse gases.

Life support

If you or someone in your property uses life support equipment, you may be eligible for protection under the life support energy regulations.

This means your address is registered with SA Power Networks and they will advise you in advance of any energy outages so you can plan accordingly.

To be fully registered and receive all the protections provided to customers requiring life support equipment at their premises, complete the medical confirmation form (PDF, 145KB) and email it to lifesupport@energy.raa.com.au or or post it to RAA Energy at GPO Box 1170, Adelaide SA 5001.

  • How can I register my life support equipment?

    1. Download the medical confirmation form (PDF, 145KB).
    2. Make sure you fill in the necessary details and sign the customer confirmation.
    3. Take the form to your medical practitioner to complete and sign the medical practitioner confirmation in the form.

    A medical certificate can count as medical confirmation provided that:

    • it’s signed and dated by a medical practitioner.
    • and confirms that the person requires life support equipment, and the type of equipment required.
    • it's less than four years old.

    If you have an existing ‘medical confirmation form’ dated and signed by a medical practitioner, you can send us that form instead of providing us with a new one. If you submitted a medical confirmation form to your previous retailer, you can request a copy from them, if you left that retailer less than 110 business days ago. The form should meet the following requirements:

    1. The medical confirmation form is signed and dated by a medical practitioner, within the past four years
    2. The form is readable
    3. The form certifies that you or someone at your current address requires life support equipment and specifies the equipment type.
    4. Return the signed form back to us, either by emailing to lifesupport@energy.raa.com.au or post it to RAA Energy at GPO Box 1170, Adelaide SA 5001.
    5. We’ll then confirm receipt of your medical confirmation form and notify the distributor.

  • Which devices are classed as life support equipment?

    • An oxygen concentrator
    • An intermittent peritoneal dialysis machine
    • A kidney dialysis machine
    • A chronic positive airways pressure respirator
    • Crigler najjar syndrome phototherapy equipment
    • A ventilator for life support
    • Any other equipment that a registered medical practitioner says you need for life support.

    If you have any questions about the equipment you or someone in your home uses and whether it is life support equipment, please talk to your doctor.

  • What are my rights and entitlements as a customer registered for life support?

    It’s important we know so we can do our best to keep your property on energy supply.

    Once registered, you're given additional notice (4 days' notice) of any planned outages.

  • What should I do if the power goes out?

    The power can go out without warning. It is important that you have a plan if this happens. Make note of:

    • Where will you go?
    • How will you get there?
    • How will you take your equipment?
    • Who will you contact? (Keep a physical list of emergency contacts somewhere safe)
    • How will you contact them?
    • Is your backup equipment fully charged at all times?

  • What if I also have a gas connection?

    If you have gas supplied, please ensure that your provider is aware of your Life Support requirements. RAA Energy is only responsible for your electricity.

    If your gas retailer is informed that someone at your address uses life support equipment that relies on both gas and electricity, they have specific responsibilities:

    1. If different providers
      The gas provider must inform you within one business day to notify your electricity provider about the life support requirement.
    2. If the same provider
      If the gas provider is also your electricity provider, they must provide the necessary details to both the gas and electricity distribution companies for your premises.

  • When does deregistration of life support status take place?

    There are situations that result in deregistration of life support equipment on your account:

    If we don’t hear from you

    If we haven’t received the completed medical confirmation form within the required timeframe, and haven’t heard from you, we'll tell SA Power Networks to de-register your premises for life support. Once the site is de-registered you will not receive the protections provided for customers with life support under the regulations. We will actively try to contact you prior to de-registration, using the phone number and email address provided when you set up your account.

    If you leave RAA Energy

    If you leave RAA Energy, your life support equipment will no longer be registered with us. You’ll need to apply to have your life support equipment registered with your new retailer. If you’ve registered with your distributor, they’ll let your new retailer know.

    If you move house

    Your registration is specific to your current address, if you move to a new house you’ll need call us on 8202 8118 to re-apply.

    If you no longer need life support registered at your address

    Call us on 8202 8118 and we'll update your account. We’ll send you a confirmation letter to confirm when the life support registration has been removed from your account.

  • Who should I contact in an emergency?

    Please call SA Power Networks directly on 13 13 66. If there is a risk to life, call 000.


Solar energy

  • What’s a solar feed-in tariff?

    You receive a feed-in tariff payment when your solar system generates excess electricity.

    This electricity is exported back into the electricity grid. The feed in tariff appears as a credit on your bill at a set rate per kilowatt hour (p/kWh).

    To be eligible for a feed-in tariff, you'll need to be a customer with a solar PV (photovoltaic) system.

  • Why are solar feed-in tariffs on the decline?

    Feed-in tariffs are lower than they used to be because there is now a lot of solar energy produced in the middle of the day, but there is not a lot of demand. This means that you’re often better off using the energy that you produce rather than feeding it into the grid. Try scheduling your appliances like dishwashers and dryers to run when solar production is high.

  • What happens to my premium tariff if I move to RAA Energy?

    Your premium solar Feed-in-Tariff is connected to your address, not your energy retailer. So if you currently receive a solar premium Feed-in-Tariff (FiT), it will transfer across with you if you switch to RAA Energy. Just make sure you sign up to RAA Energy with the same account name as was used with your previous provider.


GreenPower

  • What is GreenPower?

    When you sign up to RAA Energy, you’ll be asked if you want to include GreenPower in your plan.

    GreenPower is a government accreditation scheme. It lets you support new renewable generation by paying a premium on your energy use.

    When customers choose GreenPower, we purchase Large Scale Generation Certificates from renewable energy generators. These GreenPower purchases are above the Government’s mandatory Renewable Energy Target, which means by purchasing GreenPower you’re supporting investment in renewable energy.

  • How much does GreenPower cost?

    Current GreenPower rates added to each kWh used (as of 1 August 2024) 

    GreenPower percentage Cost per kilowatt hour (kWh), including GST
    10% 0.485 cents
    50% 2.425 cents
    100% 4.85 cents

    These rates apply to residential customers.

    GreenPower options are priced 'at cost'. This means they're based on the current certificate prices.

     

  • How can I add GreenPower to my plan?

    When you sign up to RAA Energy, you will be asked if you want to include GreenPower in your plan. Your estimate will be updated to reflect the GreenPower costs. If you’re a current RAA Energy member and wish to add GreenPower to your plan, email contact@energy.raa.com.au.


Refunds, hardship and complaints

  • My account is in credit. How can I get a refund?

    You may be entitled to a refund if:

    • You're no longer an RAA Energy customer
      If you're no longer a customer of RAA Energy and your account is in credit, you can ask for a refund. We will refund your credit balance once we have confirmed that:
      • there is no outstanding money owed to us
      • we have issued the final bill the supply address
      • you have no other open energy accounts with us that owe money.
    • You’re in credit
      You can ask for a refund if your account has a credit balance and no invoice is due to be issued within the next two weeks. It may also be in your best interest to wait until the invoice has been sent so that we can confirm how much credit is remaining on your account.
    How can I request a refund?

    Call us on 8202 8118 and talk to our support team.

    You'll receive a refund back to your nominated bank account within five business days from the date that we action your request, in most cases even sooner. If you paid by credit card, the refund will be processed back onto the credit card that made the purchase.

  • What can I do if I have a complaint?

    We recognise, promote and protect our customers' right to comment, compliment and complain. If you have a complaint, contact us and we’ll work with you to resolve it.

    Contacting us

    Contacting our customer service team is the best place to start:

    By email: complaints@energy.raa.com.au

    By mail: RAA Energy, GPO Box 1170, Adelaide SA 5001

    You also have the right to contact the Energy & Water Ombudsman South Australia at any time. However, we hope that you’ll contact us first to give us a chance to resolve any issues.

     

    Energy & Water Ombudsman South Australia

    For more details, read our Complaints and Dispute Resolution Procedure (PDF, 363KB).

  • How can I access hardship and family violence assistance?

    We understand that life can be unpredictable and sometimes customers may face challenges that make it difficult to pay their energy bills.

    Hardship
    We're here to help. Please call 8202 8118 or read our Hardship Policy (PDF, 442KB) to learn about the assistance for we can provide.

    Family & Domestic Violence
    Please call 8202 8118 or read our Family & Domestic Violence Policy (PDF, 617KB) for information on the support we can provide affected customers to help regain safety and stability.

    If you're experiencing family violence, you can also contact 1800 RESPECT for professional support. Call 1800 737 732 or visit 1800respect.org.au.

Terms and policies

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  • Call us

    Monday to Friday, 9am to 5pm
    8202 8118

Things you should know

RAA Energy is a trading name of the licensed energy retailer Energy Locals Pty Ltd, ACN 606 408 879.