Any Questions

At ENSA we consistently strive to be helpful, courteous and knowledgeable. We will listen to your concerns and requests and take the extra step to meet your expectations quickly, with promises we aim to keep.

To help you we have some answers to Frequently Asked Questions below, however if you need further information or your questions aren’t answered fully please phone ENSA’s Customer Support Team on 1300 00 ENSA (3672) between 8:30am to 5:00pm, Monday to Friday (excluding public holidays).

General

How do i set up a new service?

Make sure you allow at least 3 business days for full setup of a new service. Simply contact ENSA’s customer support team on 1300 00 ENSA (3672) to be guided through the process, we will forward you an application form and get you connected as quickly as possible.

Who handles questions about getting connected or my account?

ENSA’s customer support team will be able to assist you with your question, please call on 1300 00 ENSA (3672) between 8:30am to 5pm, monday to friday (excluding public holidays). An after-hours number is also available through our voicemail service outside of these hours.

Can i view and change my account information online?

Yes, if you register to the ENSA Customer Portal then you can view account details, invoices, payments as well as update your details and make an online payment.

Do i have to sign up with ENSA or can i go with another provider?

You can certainly choose to connect with a provider of your choice, for electricity, phone or internet. However, there are some changes to the equipment that will need to be made to allow this. Before making this decision, we highly recommend contacting our friendly customer service team to discuss any specific concerns, or questions you may have! The Embedded Network is designed to work in your favour, and minimise any hassle.

What if i can’t pay my bill on time?

Contact us as soon as possible. If you are experiencing difficulty in paying your bill, we can help you by:
Negotiating an instalment payment plan (provided you are eligible);

Providing information about, and referral to, government assistance programs (where available); and
Providing information about local welfare and financial advisory services.

If you need the assistance of an interpreter, please call the translating and interpreter service (TIS National) on 131 450 and ask them to telephone ENSA on 1300 00 ENSA (3672).

You should contact us if your bill seems late or doesn’t arrive within 30 days of connection because you must still pay your account even if you don’t receive the bill.

How can i pay my account from overseas?

Please see our pay my bill and if you are unable to use any of these payment methods simply email us at info@ensa.net.au and we will assist with making these payment arrangements.

Electricity

What time will my connection occur?

Connections will generally occur anytime between 8:00am and 8:00pm.

Do i need to be at home for the connection?

Generally you do not need to be at home for a connection to occur, however it is important to ensure that your main switch inside your tenancy is switch off.

How do i know once i have been connected?

Turn the main switch in your tenancy to the on position and ensure the safety switch is also on.  If there is no electricity then the connection has not yet been carried out so switch the main switch and safety switch back off.

Why do i get two bills if i choose not to sign up with ENSA?

Should you choose to stay with your existing retailer or sign up with another retailer then your bill will be split into two. You will receive one bill from your retailer which is for the cost of the energy that you are using. You will then receive another bill from ENSA for the network charges associated with getting the electricity to your premises. Prior to the Embedded Network being installed this component of the bill was passed through from the distributor on to your retailers bill and bundled to give you a single electricity cost. As ENSA is not a retailer we are not able to incorporate these costs on to your retailer’s bill so it is split in to two bills. You will not be charged any more than if you were still receiving one bill from your existing retailer.

How long will my contract with ENSA be?

Unless specified, there is no fixed term when signing up for any of the services offered by ENSA.  You will be able to connect and disconnect at any stage by phoning our customer support team on 1300 00 ENSA (3672).

How do i get my bill?

For your convenience, ENSA issues accounts monthly in paper or electronic form, selecting paperless or hard copy billing is up to you. If you prefer not to pay a paper invoice charge, simply request to receive your invoice by email.

Your billing date is decided by service address but you will receive an account around the same time each month.

What is the due date by which i need to pay my bill?

Your ENSA account has been specially designed to be easily read and understood with the due date clearly printed in the top right hand corner on the front page. Your due date for payment usually falls 14-21 days after account issue. To avoid the risk of service disconnection, you should make payment before the due date. ENSA offers various payment options to ensure your bill is paid on time, including direct debit.  Choose the right one for you.

You should contact us if your bill seems late or doesn’t arrive within 30 days of connection because you must still pay your account even if you don’t receive the bill.

What if i have a billing dispute?

Contact ENSA immediately if you believe there is a discrepancy with any part of your bill.  If we are unable to resolve your concern by phone, before the due date please provide written notice of the reason/s you dispute the bill. ENSA will investigate the dispute and will advise you of the outcome.

Until your concern is resolved you may need to pay some money towards your account.  Should our investigation conclude the unpaid amount was correctly billed payment will be due immediately. If you want to dispute the investigation’s findings, your state ombudsman may be of assistance.

How do i avoid disconnection?

Naturally, ENSA want you to enjoy uninterrupted service so it’s important to keep your account up to date.  To avoid the risk of disconnection, always contact us as soon as you are experiencing payment difficulty.

Should your account remain outstanding 14 days after the due date, we may commence the disconnection process.

The best way to enjoy continuous supply is:

Pay your current bill on time

Make arrangements for any amount you cannot pay

Pay subsequent bills on time

Keep your account contact information up to date.

What happens in a disconnection for non-payment?

In most cases, you will receive a disconnection notice at least 7 days prior to the disconnection date.

If payment is not received by the date shown on this notice, your service will be disconnected.

If your service has been disconnected for non-payment, you will need to: finalise the whole balance of the outstanding account or negotiate an agreeable payment plan with us (provided you are eligible) or confirm a direct debit payment arrangement for future accounts,

And; pay a service reconnection charge.

Please note that for same day reconnection, your payment needs to be received before 3:00pm otherwise service will be restored on the following business day. Same day reconnection fees may apply.

Who do i call if the power in my street is out?

You need to lodge a fault with your area’s local electricity distributor. Their phone number can be found on the top right hand corner of your bill.

The distribution companies in the Victoria and New South Wales electricity market are:

  • NSW: Ausgrid (131 365), Endeavour Energy (131 003), Essential Energy (132 080)
  • VIC: Citipower (131 280), Powercor (132 412), Ausnet Services (131 799), United Energy (132 099), Jemena (131 626)

Can i apply for a concession through ENSA?

If you are a healthcare card holder, or eligible for concession on your energy invoices, this will not be applied directly by ENSA. You are still eligible for the rebate, however, you should call DHS (Dept. Of Human Services) to discuss how this is issued to you in an Embedded Network environment; they will assist you with the appropriate paperwork.

What are the peak, shoulder and off peak times?

For Victoria the peak and off peak times are the following:  

Peak: electricity used between 7am and 11pm, monday to friday.

Off-peak: electricity used between 11pm and 7am, monday to friday, and all weekend.  

For New South Wales the peak, shoulder and off peak times are the following:

Peak: 1:00pm to 8:00pm monday to friday on business days

Shoulder: 7:00am to 1:00pm and 8:00pm to 10:00pm on business days and 7:00am to 10:00pm on weekends and public holidays

Off-peak: 10:00pm to 7:00am every day

What is the daily supply charge?

The Daily Supply Charge is a charge that applies for supplying electricity to your premises for each day that the electricity is connected.  The charge remains the same each day regardless of how much electricity is used.  Every property that has an active electricity account will be charge this on their monthly invoice.

Telephone & internet

Does ENSA supply a router when connecting the internet service?

ENSA do have wireless routers available for purchase for a cost of $75.00 (ex gst), or you can contact us to find out what specifications are required when purchasing a router of your own!

How do i connect my computer, and other electrical equipment to the internet service?

If you need assistance setting up the internet and telephone equipment inside of your home, we can arrange for a technician to attend to assist with this! We will make sure all of your computers, tvs, and any other appliances are all connected to the internet and working! To organise this and discuss the applicable charges, simply contact ENSA on 1300 00 ENSA (3672).

What are ENSA’s international call rates?

Simply contact us on 1300 00 ENSA (3672) we can send you a full list of our international call rates.

Television

How do i connect my television?

The aerial points in your home are clearly labelled to assist you with where to plug in your television. You will then need to simply tune your tv to get it working!  If you need any assistance, please give us a call on 1300 003 672 and we will assist where possible.

How can i connect foxtel to my new home?

ENSA may be able to offer Foxtel for your new home. Simply contact us on 1300 00 ENSA (3672) before moving in and we will advise what packages are available at your address.

CONTACT US

DON’T BE SHY, SAY HELLO!

Here at ENSA we are always happy to help, so please do not hesitate to contact us at any time.

1300 00 ENSA (3672)

INFO@ENSA.NET.AU

 

ENSA Pty Ltd

ABN: 91 606 092 826

Level 3 / 257 Collins St

MELBOURNE VIC 3000