Seene energy embedded network services

You may move into an apartment building in which Seene provides energy through an embedded network. This doesn’t necessarily mean you have to use Seene; you still have the right to choose another licensed energy retailer. Before you decide to get electricity from another retailer, however, you should inform them that your home is within an embedded network and seek their recommendations about leaving the network.

If you choose another energy retailer, Seene will bill you for the network component in the bill. The electricity retailer will bill you based on energy usage.

The energy rates you pay will be based on the retailer’s standing offers and are often competitive. You can check these rates by registering on the customised link provided to you.

You can organise a disconnection from Seene energy by placing a request, whether you’re moving out of the building or choosing another retailer. You can log into the energy retailer’s portal using your email address and password. You can also send an email to [email protected] or call 1300 609 387. If you are moving homes, you’ll need to provide your moving out date, and the service provider will issue the final bill during the next billing cycle. You may be charged a disconnection fee when you make the request. You’ll be informed about these charges before the actual disconnection.

The company may also disconnect your supply if you do not pay the bill on time or if continuing the supply would become unsafe.

Seene will arrange for reconnection within ten business days from the date of disconnection. The following instances must apply for reconnection to occur:

• You make a reconnection request
• You pay the reconnection charges
• You rectify the issue that led to disconnection or make the necessary arrangement to resolve the issue

Seene offers multiple options to pay your energy bills. These payment options include:

• Credit card
• Over the phone by calling 1300 609 387
• In-person at Auspost
• Direct debit either via your bank account or credit card
• Centrepay using the Centrepay reference number 555 128 971B and your Seene account number
• BPAY
• Cheque

If you have concerns over your bill, issues with your connection or other complaints you wish to raise with Seene, you can engage their dispute resolution process. If it’s the cost of your bill you’re concerned about, you can request a meter inspection. Seene will investigate, and if the investigation determines no fault with the meter, you’ll pay a service charge for the reading.

If you’re not satisfied with Seene’s energy services, you can contact the customer support team or the relevant consumer tribunal or Ombudsman in your state. You can also send an email to [email protected] or call the helpline number 1300 609 387

There are multiple concessions, discounts and other grants available to help you save money on your energy bill. 

You may be eligible for multiple energy rebates if you live in NSW. Due to your building being part of an embedded network, you’ll have to check under the on-supply customer rebates. The available on-supply concessions in NSW include the following:

• Low-income household rebate
• Seniors energy rebate
• NSW gas rebate
• Medical energy rebate
• Family energy rebate

For more details, you can check the NSW Government’s website.

Life support rebateQueensland electricity concession applicable on the daily bill amount is $0.9338 inclusive of GST. You’re eligible for the same if you’ve one of the following concession cards:

• Queensland Seniors Card
• Centrelink Pensioner Concession Card
• Department of Veterans’ Affairs Gold Card
• Centrelink Health Care Card

If you’re eligible for concession in Victoria, you’ll have to submit an annual energy rebate form for the period between January 1 and December 31. You can check your eligibility by visiting the DHS website on this link.

If you’re unable to pay the non-mains energy bill, you may seek assistance through the Non-Mains Utility Relief Grant (NURGS). To know your eligibility and complete the guidance, you can call the helpline number on 1800 658 521 or visit the DHHS site here.

If you’re eligible for any of the grants mentioned above, you can contact Seene on 1300 609 387 or send an email to [email protected] or via post to PO Box 358, Collins St West, VIC 8007.

If you’re facing any financial difficulties and you’re struggling to pay your energy bills on time, you can immediately contact Seene. The customer service team will work with you to work out a viable payment plan. Based on your circumstances, they’ll give you a payment option, grant relief or offer other assistance. 

If you’re accepted into the hardship program, you’ll receive:

• Information on the best plan based on your needs
• Ensure you have continued electricity supply
• Details about relief schemes, energy rebates, and government concessions that may be available
• An in-home or phone energy audit free of charge
• Ideas to reduce energy consumption
• Information on where independent financial counselling is available near you
• Discussion of a payment plan that suits your financial situation
• Review of the payment plan to ensure you can stay on track

The payment options available under the hardship policy include Centrepay or weekly, fortnightly, or monthly instalment plans.

If you miss a payment during the hardship program, Seene will contact you to provide additional assistance if required. The company may work out another payment plan if the current one is not suitable.