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Click’s Frequently Asked Questions

Whether it's a question related to our energy plans, solar power or Click Energy in general, we've got you covered. Have a look through our FAQs and you might very well find your answer.

Questions about the Victorian Default Offer and Default Market Offer? Find answers about them here.


Solar FAQ

  •  What is a feed-in tariff and when do I get it?

    A feed-in tariff is a price that you will get paid for electricity you generate from sources such as solar power. The feed-in tariff in Victoria and Queensland are net feed-in tariffs i.e., it only applies to the excess electricity that you export to the grid, while in New South Wales it is a gross feed-in tariff. All retailers are required to offer their eligible customers the regulated or subsidised feed in tariffs. You can receive the feed in tariff by contacting Click Energy once you have a solar power system installed with the correct metering in place.

  •  How much will I be paid for the electricity I generate?

    You will only be paid for electricity that you export to the grid. You are not paid for electricity that you generate and use in the house, but this will be reducing the amount of electricity that you need to import and so reducing the total cost of your electricity purchases.

  •  Will I be paid cash for the electricity that I generate?

    Click Energy offers a credit on your bill as payment for the solar energy you export to the grid. If your bill is in credit of $100 or more, you can request a refund from us once every 12 months. For more information on our solar feed-in tariff policy, please review our Feed-In Tariff Terms and Conditions.

Billing FAQ

  •  Do I have to make the monthly instalment on the third month?

    No, you do not have to pay the monthly instalment on the third month, as this should be your wash-up bill. What this means is that this bill is reflective of your actual usage minus any instalments you have made previously.

  •  Can I get quarterly bills?

    Some of Click Energy’s plans work on monthly billing and others on a quarterly billing cycle. Call one our friendly team members to discuss your options for quarterly billing. In Victoria, if you have a smart meter, you will automatically be billed monthly.

  •  Where is my credit evident?

    Your credit, which you may accrue for various reasons is shown in the ‘details’ section of your bill. Credits are usually shown in red. Click here to visit Click Energy’s interactive bill explainer to find out what information is shown on your bill and where.

  •  Can I pay my bill by cheque or at the post office?

    No, however there are a number of other easy ways to pay your Click Energy bill. Click here for more information on our payment options.

  •  Why do I have a negative amount owed?

    If your bill shows that you have a negative amount owing, it means your account is in credit. This could be for a number of reasons, including your quarterly usage being less than the amount you have paid, surplus electricity generated by your solar panels or if you have received a credit rebate from Click Energy – such as the sign-up bonus. The amount you are in credit will be carried over to your next bill.

  •  Is the pay on time discount given before or after GST?

    Before.

  •  At what point of the billing is the concession pay on time discount applied?

    Any pay on time discounts you received will be applied on your quarterly settlement bill – this is the same for all Click customers.

  •  Can I make a BPAY payment onto my account at any time? I.e. weekly or fortnightly payments?

    Yes. Individual payment plans can be arranged – just call one of the Click team on 1800 77 59 29 and we’ll help you set it up.

  •  When was my meter read?

    Your bill doesn’t tell you what date your meter was read for this billing period, however it is quite simple to figure out. In the details section of the bill, it tells you the first and last day of the billing period; usually 30 days. The last day of the billing period is when your meter was read. This of course is more accurate for smart metered customers, and does not apply to estimated bills.

  •  Why is my bill estimated?

    Your distributor needs safe and easy access to your meter in order to get an actual meter reading. If this is not possible, an estimated reading will be invoiced. Of course, this will be adjusted as necessary when an actual meter read is able to take place.

  •  How do you calculate my estimated electricity monthly costs and savings?

    Your estimated monthly cost is based on the categories you have chosen in the sign up process. The total annual energy consumption of 1,800kWh, 3,200kWh, 4,500kWh, 7,200kWh and 20,000kWh is used based on your selected status for minimal, small, medium, large and business customers respectively. The rate used is the peak only tariff for the electricity distributor in your area based on your postcode (this can also be found on our Energy Price Fact Sheets).

    The annual estimated savings is the calculated difference between the estimated monthly cost, extrapolated to a yearly cost, with and without the full pay on time discount of the recommended product applied. All prices shown are GST inclusive.

  •  How do you calculate my estimated solar costs and savings?

    Your Estimated annual cost is based on the categories you have chose in the sign up process. The total energy consumption of 1,800kWh, 3,200kWh, 4,500kWh and 7,200kWh is used based on your selected status for minimal, small, medium and large customers respectively, and then have been adjusted for the solar usage based on your postcode and solar system size. A peak only tariff configuration has been used with Net metering. Solar production has been based on the Clean Energy Council's Consumer Guide to Solar for the capital city in your state and will vary according to your system size and location. Feed-In Tariff (FiT) is based on Click's feed-in tariff, which is subject to the terms and conditions for Click Energy's Solar plans. Calculations presented exclude any distributor or state based FIT programs. Pay on time discounts for Click Energy's Solar plans are calculated on the total bill and not on electricity usage alone. The bill amount provided is an estimate and will vary based on your consumption, usage profile, solar system setup and location. All prices shown are GST inclusive.

  •  How do you calculate my estimated gas monthly costs and savings?

    Your estimated monthly cost is based on the categories you have chosen in the sign up process. The total annual energy consumption of 10,000MJ, 20,000MJ, 35,000MJ, 60,000MJ and 350,000MJ is used based on your selected status for minimal, small, medium, large and business customers respectively. The peak and off-peak usage is calculated at a 76:24, 56:44 and 100:0 ratio for the Multinet, Ausnet Services (SP Ausnet) and Australian Gas Networks (Envestra) Victorian distribution zones respectively. The rates used is the Tariff V tariff for the gas distributor in your area based on your postcode (this can also be found on our Energy Price Fact Sheets).

    The annual estimated savings is the calculated difference between the estimated monthly cost, extrapolated to a yearly cost, with and without the full pay on time discount of the recommended product applied. All prices shown are GST inclusive.

  •   Direct Debit - Why is there a 1¢ charge pending on my card?

    When you sign up for Direct Debit billing using a credit card, you will notice a 1¢ pending charge against your card. Not to worry, this is NOT a credit card fee and this 1 cent will be reversed in a few days. This small charge works like a test, so our bank can tell if the credit card entered is valid and there are indeed funds available to be debited. That way you can rest assured that all your Click Energy payments will be made on time and you get your well-deserved pay on time discount.

Credit Card Fee

  •  Where will the credit card fee be displayed?

    This fee will be displayed on your next bill.

  •  Why are you charging this fee?

    Click Energy is a growing company with more and more customers choosing to pay by credit card. We can no longer offer great pay on time discounts and no lock-in contracts without passing on a small percentage of our overhead costs. At 0.6% of the purchase price, it is one of the lowest rates in the industry.

  •  How much is the fee?

    Our merchant service fee is 0.6% (inc. GST) of the purchase price. To put this in perspective, if your bill is $100 a month, and you choose to pay by credit card, you will be charged a 60¢ fee.




Was your question not answered? Just send us an email at service@clickenergy.com.au or call us on 1800 77 59 29 and we'd be happy to help you with any questions.