All about getting a refund on SmoothPay.

You can view your refund in My Account.

Follow these steps to guide you there.

We will cancel your SmoothPay and direct debit if you miss two payments in 12 months. Get in touch and we can help you find a different way to pay.

You’ll need to pay any outstanding balance on your account within 14 days.

Every fourth bill, we’ll review your account to check your payments against the amount of energy you’re using. If your payments need to be adjusted, we’ll give you at least 10 days’ notice before we take a new payment amount from your bank account.

When we review your account, we look at:

• your last 12 months of bills or
• your existing bills and energy use (if we have less than 12 months of bills)
• any network discounts you’ve had during the last 12 months
• your current account balance
• your broadband charges

If your SmoothPay payment date falls on a public holiday or weekend, we’ll take payment from your bank account the next working date.

If you miss more than one direct debit payment in 12 months, your SmoothPay may be cancelled. We can help you find a different payment method that works for you.

You can skip or delay a SmoothPay payment if you need to – we’ll need 2 working days’ notice.  

When we next review your SmoothPay payments against your energy use, your payment amounts may go up because of the missed payment.

You can change your payment frequency weekly, fortnightly or monthly, whatever suits you best.

If you need to skip or delay a payment, we can help you with that as long we have 2 working days’ notice.

If you want to change your payment amounts because your energy use has changed – for example, a family member has moved out – we’ll need see evidence of this on your bills first.

Get in touch and we can discuss any changes.

You can change your payment frequency – weekly, fortnightly or monthly – whatever suits you best.

If you need to skip or delay a payment, we can help you with that as long we have 2 working days’ notice.

If you want to change your payment amounts because your energy use has changed – for example, a family member has moved out – we’ll need see evidence of this on your bills first.

Get in touch and we can discuss any changes.

Yes, you’ll need to get in touch to do this.

If you change the day or frequency of your payments:

• any changes take at least 2 weeks to come into effect
• any payments due before this will still be taken
• you can choose between weekly, fortnightly or monthly payments
• we can’t accept a monthly payment date of the 29th, 30th or 31st of the month

If you change your payment frequency, your payment amount will change to reflect this.

For example, if you change from weekly to fortnightly, your payment amount will double.

You can delay a payment if you need to, but we’ll need at least 2 working days’ notice. This called a deferred payment.

You’ll need to pay the outstanding amount at your next payment date when you’ll need to pay a double amount. This is to cover both the delayed payment and your next payment.

No, you’ll need to set up a direct debit from your bank account. SmoothPay payments can’t be made using a card.

If your SmoothPay payment doesn’t go through, you can pay any outstanding amount by signing into My Account or using one of our other ways to pay.

This won’t remove a missed payment from your account. If you miss two payments within 12 months, your SmoothPay will be cancelled.

SmoothPay evens out your bill payments across the whole year. You can pay weekly, fortnightly or monthly – whatever works for you. 

We’ll take a direct debit payment of the same amount each time, regardless of how much energy you use.

Find out whether you could be eligible for Smoothpay.

We work out how much energy you’re likely to use in a year and divide this into weekly, fortnightly or monthly payments – whatever suits you.

Every fourth bill, we’ll review your payments against how much energy you’re using to check if they are still right.

Your first payment is due at least 10 days after we’ve set up your SmoothPay. We’ll send you a confirmation email or letter when it is set up.

The amount and date that your SmoothPay payments are due to be taken, will also be shown on your bills.

If we’ve cancelled your SmoothPay before, we can set it up for you again after 12 months.

You’ll need to make sure you’ve paid any outstanding amounts beforehand.

How to keep your payment method when you move.