Frequently Asked Questions

Our FAQs aim to make your energy more simple, more straightforward and more sustainable. If you do not find the answer to your question here, please contact us

Click a category below, or use the search function.

Joining Bright Spark Power

How long will it take to connect if I sign up with Bright Spark Power?

If you are moving into a property in NSW or QLD, your connection can be arranged as early as the next business day if you complete your signup by 2:00pm the day prior. However, it usually takes up to three business days.

If you are at the same address and are simply transferring from your current electricity provider to Bright Spark Power, we aim to have the changeover completed in 3 business days, however it may take up to 15 business days.

Do you have any joining credits?

We choose to keep it simple with competitive prices and no tricks. We'd rather give you great prices all year 'round.

We hope that customers see the value of getting behind the Bright Spark Power Ten Year Plan to drive Australia towards renewable power.

To find out more, go to the Bright Spark Power Ten Year Plan.

Do you support solar feed-in?

Our solar feed-in tariff is listed in each of our plans. Go to view our plans to see our offers.

Does Bright Spark Power supply gas?

We do not currently supply gas. However, we are working to have this option available to our customers soon. In the meantime, you can head to Energy Made Easy for an independent comparison.

What is a 'reference price'?

The 'reference price' is the price which all electricity plans must be compared against. This makes it easier for customers to compare plans between electricity retailers. The reference price is set annually by the Australian Energy Regulator for each distribution zone based on the average annual usage in each area.

All Bright Spark Power plans display the difference between our prices and the reference price.

Check out how we compare.

I have more than one property that I want to connect. What do I do?

When we provide multiple services to a customer, each service is treated as a separate agreement under a single customer.

While each service is a separate agreement, you will have single customer portal log in, where you will be able to view each service, name them to what suits your needs and manage each one independently.

Bright Spark Power are a smaller operator, is there any risk?

We are a small, fully licenced player in the Australian energy market, but we have a clear plan of what we want to achieve. With decades of business experience we have the drive to grow and put our plan into action with your support. We have carefully planned and resourced Bright Spark Power to ensure the quality of customer experience that a licenced Australian owned and locally operated business can deliver. If, however, the absolute worse-case scenario occurs, the good news is that our customers are always protected and will never be interrupted or impacted by that type of event. This is ensured by the Australian Energy Regulator who, along with the Australian Energy Market Operator, has in place an industry-wide ' Retailer of Last Resort' plan. The Retailer of Last Resort ensures that if a licenced Retail Electricity provider fails, all customers are seamlessly transferred to the nominated Retailer of Last Resort for that region. So there is no risk to you in throwing your support behind a small Australian owned and operated team, who are trying to drive a change in the Australian electricity market. The big guys aren't trying, so help us to make a difference.

Does Bright Spark Power support Government rebate programs?

We certainly do. In every state we operate, all regulated government rebate schemes and social programs for energy are supported. Detailed information including eligibility, application, availability etc. is provided to each customer within their personalised customer portal.

Moving into a new home

Moving into a new home can be a big undertaking, which is why we have a simple process to make it that little bit less stressful. All you need to do is place an order on our webpage and select the date you want your new Bright Spark Power electricity service connected, and we’ll take care of the rest.

My Account and Moving Home

How do I login in to my customer portal?

There is a link to the customer portal in the top menu bar of the Bright Spark Power website. You will need your username and password to log in. Your username is the email address that you used to sign-up and where you receive your invoices. If you have forgotten your password, no worries, there is a reset password link on the Portal Login page.

How can I contact Bright Spark Power?

The easiest way to contact us is through our contact us feature which is available both on our website or directly via your customer portal. One of our Australian-based team will respond to your enquiry the same day. Our standard operating hours are 8am-6pm business days. If we need to get in touch with you in relation to your enquiry, we will respond between these times. If a call back is required, we will give you a call, saving you time (no waiting in queues!) and giving you the power to choose how we interact with you.

How do I change my contact details?

Managing your contact details is easy to do in your customer portal. Go to 'My Account' section. In there you can easily update your phone number, email address, contact preferences, third party authority and billing address.

Moving homes and want to take Bright Spark Power with you?

When relocating to a different home, simply log in to your customer portal, click on 'Moving House', and we’ll take care of the rest. All you need to do is let us know your new address with at least 3 days notice tell us when you want to be connected at your new place and when you want to be disconnected from your current address. That’s it. We will manage the entire process for you and communicate the progress in your customer portal.

Meters and Billing

What payment options are supported?

We support a variety of payment methods. Our zero fee payment options are direct debit via Credit Card and Bank Account. Our additional payment options attact additional fees which are related to the costs incurred in providing them to you. Please refer to our Market Retail Contract Fee Schedule for more information on these fees.

How do I view my old invoices?

Anytime you want to view one of your past invoices, you can view them within your customer portal. Whether you want to view your most recent bill,one from two years ago or every bill you have ever received from us, all of them are available in the 'My Invoices' section in your customer portal.

How do I view my energy usage?

There are a few ways to view your electricity usage. The second page of your bill will show your usge for that billing period. If you wish to see your current usage it is available within your customer portal under the 'My Usage' section. The availability of this information will vary based on your meter type. If you wish to see your historical usage, you can view your entire usage history with us within your customer portal under the 'View your Usage' section.

Why doesn't Bright Spark Power have discounts for paying on time?

A couple of reasons to be honest...
We like it simple. Our electricity plans are designed with a direct debit payment method from the the start, which already takes into consideration on time payment. We don't charge for direct debit. Discounts are marketing click bait. We could have opted to charge you a higher price for electricity, and then offered a "discount" for paying ontime. We'd prefer to simply offer a better everyday price.

My bill says it is based on an estimated meter read, but the estimate seems wrong. What can I do?

If you have received a bill based on an estimated meter read and it doesn't look quite right, you can provide your own updated meter reading. Simply send us your own meter read before the due date using your customer portal, we will update your usage based on the reading you have provided, and withdraw any incorrect usage charges.
To find out how to do your own read, refer to our how to read your meter guide

What are the different meter types

There are four different meter types that are used to support residential services within the National Energy Market (NEM). The meter types are either Type 4, Type 4a, Type 5, or Type 6. Type 4 and Type 4a are what are commonly called 'smart meters' or 'digitial meters', and they will have a digital displays to show electricity usage. Where as, Type 5 and Type 6 meters are the older/original meters which are commonly called 'basic meters', which use dials or analog displays to show electricity usage. Basic meters require someone to physically attend the site to conduct a meter reading, where smart/digital meters (where available) are able to be read remotely which enables regular usage data and removes the need for estimated usage.

What happens when installing a digital meter

When a digital meter is installed at your premises, there will be a short interruption to your power supply. Once the meter is installed, your electricity will once again be available and your service will operate as before. If a digital meter is going to be installed, you will be notified in advance.

How will you bill me monthly if my meter gets read quarterly?

This scenario will be applicable when your meter does not have a remote read functionality e.g. basic meters or digital meters without remote functionality. In these cases, we will use your historical usage, estimation algorithms and household usage profiles to produce a billing estimate. Once we receive an actual meter read, we compare the data to our estimate, and we adjust your next bill, making sure that you're always correctly charged. For more information on adjustment overbilling and underbilling, please refer to our market retail contract

What is controlled load?

'Controlled load', sometimes referred to as 'off-peak' or 'dedicated circuit', is a separately metered electricity supply for certain large appliances (i.e. electric hot water systems or pool pumps). Controlled load electricity is supplied at a lower rate, because it allows those appliances to run during cheaper, off-peak periods (usually overnight) and is 'controlled' by your electricity distributor. To view our controlled load rates, please view our plans.

Do you support solar feed-in?

Our solar feed-in tariff is listed in each of our plans. Go to view our plans to see our offers.

Does Bright Spark Power support Government rebate programs?

We certainly do. In every state we operate, all regulated government rebate schemes and social programs for energy are supported. Detailed information including eligibility, application, availability etc. is provided to each customer within their personalised customer portal.

Switching a home or business is easy

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