A guide
to your
single-use
power
cards
Providing great
service and support
for your retail
electricity needs
This brochure includes a guide to your rights and
obligations under the Standard Retail Contract for
customers using card-operated electricity meters and our
commitments to you as your electricity retailer.
It also provides you with information to help you:
•
Use your card-operated electricity meter
•
Access rebates, concessions and relief payments
•
Contact us for help and support
•
Find out where to purchase your power cards
The contract between us
The relationship you have with us comes with certain
responsibilities and obligations on both sides. These are
detailed in the Standard Retail Contract for Card-Operated
Meter Customers in Queensland – 1 July 2015.
This contract applies without the need for you to complete
or sign any documents. It begins when you start using
electricity at your premises.
To access a copy, go to ergon.com.au/contracts, call us on
1800 850 451 from 8am to 4.30pm Monday to Friday or
ask at your power card sales outlet.
Using your single-use power cards
Power is credited to your meter by a single-use card,
available for purchase from a range of power card outlets
in denominations of $20 and $50.
Cards come pre-loaded with credit and don’t require
activation before use. Please ensure you store and manage
them securely.
Adding credit to the meter
Feed each card into the slot on the front of the meter until
it stops. Then gently remove the card from the meter.
The value of the card will then be credited to the meter.
Credit value and rate types
The display screen on your meter can let you know
essential details about your meter credits and rate modes.
To activate the display, press the SETTINGS DISPLAY
button.
Your credit value will appear as a normal credit, emergency
credit or no credit remaining.
Example display readings:
R1 CRED $9.97
The meter is operating in RATE 1 period and the
customer has $9.97 credit
DEBT
$0.00
All credit has been used and supply disconnected.
Emergency Credit has not been invoked.
$0.00 + $5.00
Emergency Credit has been invoked, but no debt
has occured yet.
R1 CRED $4.95E
The meter is operating in RATE 1 period with an Emergency
Credit of $4.95 remaining. There is no prepaid credit.
DEBT
$5.00E
All Emergency Credit has been used and supply is
disconnected.
Emergency credit
Your card-operated meter gives you access to an
emergency credit balance, to use if you run out of credit
before purchasing another power card.
You can access emergency credit when your credit balance
falls below $5.
To access this credit, push the emergency credit button on
the front of your meter.
You’ll have access to $10 in emergency credit if you have
one electricity tariff (e.g. Tariff 11) or $15 in emergency credit
if you have two tariffs (e.g. Tariff 11 and Tariff 31 or Tariff 33).
Please remember to add more credit to your meter as soon
as possible to make sure you don’t get disconnected.
Card-operated meters will not disconnect power between
6pm and 6am on any day.
When you add your next credit, the emergency credit used
will be repaid first before adding normal credits to your
meter balance.
Faulty power cards
If you think your card may be faulty, check with your power
card reseller. Faulty cards will be replaced at no cost to you.
Rebates, concessions and
relief payments
The Queensland State government offers financial
assistance through a number of rebate and concession
schemes including:
•
Queensland Government Electricity Rebate
– for eligible pensioners and seniors (one per residence)
•
Electricity Life Support Concession Scheme
– for people using life support equipment at home
•
Medical Cooling and Heating Electricity Concession
– for people on low incomes with specific medical
conditions that require frequent use of an air
conditioner to regulate their body temperature.
For more information, visit ergon.com.au/supportprograms,
call us on 13 10 46 from 7am to 6.30pm, Monday to Friday
or email [email protected].
Help and
support
Please let us know if you need help or have a complaint
relating to the use of power cards. We welcome your
feedback to better understand your needs and priorities
and improve the way we serve you.
Phone
13 10 46
7am to 6.30pm Monday to Friday
[email protected]
Websiteergon.com.au/feedback
By post Ergon Energy Retail Service Quality
PO Box 308, Rockhampton QLD 4700
Escalating a complaint
If you have contacted us and believe that we have been
unable to fully address your query, you may wish to
access a free, fair and independent service operated by
the Energy and Water Ombudsman Queensland.
Phone
1800 662 837
8.30am to 5pm Monday to Friday
[email protected]
Websiteewoq.com.au
By post Energy and Water Ombudsman Queensland
PO Box 3640, South Brisbane BC QLD 4101
Customer Service
1800 850 451
8am - 4.30pm, Mon to Fri
[email protected]
ergon.com.au
ABN 11 121 177 802
Ergon Energy Queensland Pty Ltd
facebook.com/ergonenergyretail
@ergonretail
linkedin.com/company/
ergon-energy-retail
google.com/+ErgonAu_Retail
youtube.com/user/
ergonenergyretail