General FAQs

What does the solar credit on my bill actually mean?

We will pay you for any electricity generated by your solar panels which is exported to the grid.  The solar credit is calculated as the product of the amount of electricity exported to the grid and your feed-in tariff.

 

I have solar - will I still get my tariff with Sumo Power?

As a Victorian electricity customer, you may be receiving a solar feed in tariff for electricity you generate from you solar PV and export to the grids.  The tariff you are receiving will depend on the characteristics of your solar PV and when it was installed.

If you are receiving the Premium Feed-in Tariff (60 cents/kWh) or the Transitional Feed-in Tariff (25 cents/kWh) when you switch to Sumo Power, we will continue to pay the 60 cents or 25 cents (as applicable) until these schemes end.

All other eligible solar PV customers will receive 5 cents/kWh from us from 1 February 2016.

If your solar was only recently installed, you may want to email us your paperwork that your installer should have sent you.

What happens now that I have signed up with Sumo Power?

 

 

You don't need to do anything.  We talk to your current retailer and organise the transfer.  There will be no disruption to your service.  We will send you a welcome pack with your rates and other relevant information.  The transfer will complete approximately 10 business days after you receive the welcome pack and we will confirm by letter or email once it has happened.

Can I move home with Sumo Power?

Absolutely.

If you are not yet a Sumo Power customer click here to sign up for your new home. 

If you are an existing Sumo Power customer call us on 13 88 60 and we will take care of your move.  Please allow 3 business days' notice to make a disconnection from your old property.

That's one less hassle to worry about.

 

Do I have to pay by direct debit?

No.  It is your choice.  Many customers like it as it means you never need to do anything and providing you have cleared funds, you will guarantee yourself the pay on time discount!

How long will it take to receive my welcome pack?

We will send it out via email or post within a few business days of you joining Sumo Power.  It will include your agreement document and will confirm the prices and other product details for your energy supply.

Do I need to sign the welcome pack?

No.  The service will transfer to Sumo Power approximately 10 business days after you receive the welcome pack.  You don't need to do anything or call anyone.

Why is my bill estimated?

Where possible your bill will be based on an actual meter read.  However, if this data was not accessible from your meter we apply an estimated read using information we know about the normal energy usage at your premises.

A few of the most common reasons why your meter could not be read include:

  • Locked gate - the meter is behind a locked gate and no one was home to allow access when the meter reader came.
  • Inside meter - the meter is inside the home and no one was home to allow access when the meter reader came.
  • Blocked access - a threatening animal or other obstruction (e.g. garden waste) has prevented the meter reader getting to the meter.

If you have an accumulation (basic) meter at your premises, your meter is only read once every three months.  Because we bill monthly, the first two bills in this period will be based on estimated usage data.  Once we receive the actual meter read, this will be reflected in your third bill and we will adjust any overs or unders that resulted from the earlier estimations.

What is my account number?

Your account number can be found in the top right-hand side of your Sumo Power bill.  If you receive ebills, it is also located at the top of your email.  If you don't have a bill you can contact us.

What are tariffs?

Your electricity tariff is the price you pay for electricity. The electricity tariff that applies to you is determined by the meter type at your property and the network tariff. It will be one of the following four:

Single rate (also known as 'Peak Only' or 'GD/GR')

This is a single rate for electricity consumption regardless of when the electricity is used. In some distribution areas, the price may change after the first 344kWh usage per month (this is called a step and the price is displayed as a price for the first 344kWh per month and then a price for the balance (meaning the remaining kWh per month)).

Controlled load.

This is a special, lower rate for some appliances that have a dedicated circuit, for example some hot water systems or slab heating. It usually applies in addition to a single rate or a two rate tariff for all other electricity usage.

Two rate (also known as 'time of use' or 'GH/GL').

This tariff has two rates, which apply for electricity usage at different times. It includes a higher peak rate (7am to 11pm Monday to Friday) and a lower off peak rate (all other times).

Three rate (sometimes called a 'flexible tariff', and is only available for customers with smart meters).

This tariff has three rates for electricity usage at different times. The rates for peak, shoulder and off-peak may be different on weekdays vs weekend and may also vary from summer to winter.

What is a NMI?

The National Metering Identifier. This is the unique number that the electricity industry uses to identify an individual meter (we use it to make sure we are supplying electricity to the right house).  It has 11 digits (10 numbers and a checksum) and can be found on your electricity bill.

What is a kWh?

'kWh' is a kilowatt hour. This is the unit we use to measure how much electricity you use. You will see that your electricity tariff for electricity usage is expressed in 'cents per kWh'. A megawatt hour (MWh) is 1,000 kWh.