https://energy.arcline.com.au/_nuxt/static/1791254924/support-and-contact/payload.js

1__NUXT_JSONP__("/support-and-contact", (function(a,b,c,d,e,f,g,h,i,j,k,l,m,n){return {data:[{page:{title:d,rawTitle:d,__typename:e,uri:f,seo:{title:g,description:h,keywords:"home electricity, energy melbourne, best power company melbourne, australian utilities companies, how long does it take to connect electricity, what is carbon offset energy",social:{title:g,description:h,image:{src:i,__typename:j},__typename:"Social"},noindex:c,nofollow:c,__typename:"SEO"},slug:f,url:k,sectionHandle:"pages",id:29,data:{title:d,introduction:"Our Australian-based team is always here to help.",mastheadImage:{src:i,srcset:"https:\u002F\u002Fassets.energy.arcline.com.au\u002Fassets\u002F_992x558_crop_center-center_82_line\u002FCouple-smiling-together-in-their-back-yard-with-a-cup-of-coffee.jpg 992w, https:\u002F\u002Fassets.energy.arcline.com.au\u002Fassets\u002F_768x576_crop_center-center_60_line\u002FCouple-smiling-together-in-their-back-yard-with-a-cup-of-coffee.jpg 768w, https:\u002F\u002Fassets.energy.arcline.com.au\u002Fassets\u002F_576x432_crop_center-center_60_line\u002FCouple-smiling-together-in-their-back-yard-with-a-cup-of-coffee.jpg 576w",position:"65.65% 30.04%",alt:a,__typename:j},benefitsBanner:[],mastheadLink:{isEnabled:true,customLink:{text:l,url:m},__typename:"mastheadLink_BlockType"},secondaryMastheadLinks:[{isEnabled:c,customLink:a,__typename:"secondaryMastheadLinks_BlockType"}],campaigns:[],blocks:[{component:"block-manage-account",id:"28985",data:{heading:"Manage your account",description:"Easy access to all your bills and usage information."}},{component:b,id:"28986",data:{heading:"Joining",description:a,panels:[{title:"Do you have joining fees, exit fees or lock-in contracts?",content:"\u003Cp\u003ENo, we don't. We're proud to have no joining fees, exit fees or lock-in contracts when you switch to Arcline by RACV. You can easily switch to us in 4 easy steps and leave at any time. No commitments and no hidden fees.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003ENew connection fees\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cp\u003EThe only time there may be a connection charge is if you're moving into or out of a property. Your local Network Distributor charges us a one-time fee for disconnections and reconnections. We bundle this charge through to you at cost price. Those fees are listed on \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Ffees\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Ethis page\u003C\u002Fa\u003E.\u003C\u002Fp\u003E"},{title:"How do I switch to Arcline by RACV?",content:"\u003Cp\u003ESwitching is really simple - once you've spent 3 minutes giving us all of the important details, we can take care of the rest.\u003C\u002Fp\u003E\u003Cp\u003EChoose one of the following ways to get started:\u003C\u002Fp\u003E\u003Col\u003E\u003Cli\u003EThe easiest way to join is online. Enter your address, view our energy plans, then click 'Choose this plan'. The form is as simple as we could make it.\u003C\u002Fli\u003E\u003Cli\u003EIf you'd prefer to speak to someone, give us a call on \u003Ca href=\"tel:1300884849\"\u003E1300 884 849\u003C\u002Fa\u003E.\u003C\u002Fli\u003E\u003Cli\u003EIf you want us to call you back at a time that suits, just leave us your details. You can do this by clicking the 'Request a call back' button at the bottom of this page.\u003C\u002Fli\u003E\u003C\u002Fol\u003E"},{title:"I'm moving: how fast can my power be connected?",content:"\u003Cp\u003EArcline by RACV offers same business day connections for electricity if you sign up by 11am. For gas, we can usually have you connected in 2-4 business days.\u003C\u002Fp\u003E\u003Cp\u003EIf you're moving (or have moved) into a new property, we will work with your local network distributor to get it connected as soon as possible for you.\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003ENetwork distributor charges\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cp\u003EYour local network distributor charges a small fee for doing a connection. The fees are listed \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Ffees\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Ehere\u003C\u002Fa\u003E and they will appear on your first bill.\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003ESigning up online\u003C\u002Fstrong\u003E\u003Cbr \u

1002F\u003E\u003C\u002Fp\u003E\u003Cp\u003EOur website sign-up form will ask you to select a moving day at least 2 business days in advance. If you need earlier connection, give us a call on \u003Ca href=\"tel:1300884849\"\u003E1300 884 849\u003C\u002Fa\u003E to see if we can speed things up. Remember, we can usually get same day connection for electricity if you sign-up by 11am on a business day.\u003C\u002Fp\u003E"},{title:"What if I'm in a contract with my current retailer?",content:"\u003Cp\u003EArcline by RACV won't tie our customers into fixed term contracts.\u003C\u002Fp\u003E\u003Cp\u003EOther retailers may still leverage contracts as a way to retain customers. The good news is that many customers think they're stuck in a contract when, in fact, they aren't.\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EThat’s where we can help\u003C\u002Fstrong\u003E - If you find you've been charged an early termination fee we'll cover the cost up to $50 if you are a residential customer. To receive the refund, you'll need to scan or take a photo of your bill (or attach a copy of your digital bill) and email it to: \u003Cbr \u002F\u003E\u003Cbr \u002F\u003E\u003Ca href=\"mailto:[email protected]\"\[email protected]\u003C\u002Fa\u003E.\u003C\u002Fp\u003E\u003Cp\u003ERemember to check your current energy contract. If you've got it as a PDF, search for 'exit fee' or 'termination' and you should locate the right information. \u003C\u002Fp\u003E"},{title:"Do I need to tell my current retailer I'm leaving?",content:"\u003Cp\u003EThe short answer is 'no' - you don't need to tell them anything.\u003C\u002Fp\u003E\u003Cp\u003EWe will take care of everything when switching over to Arcline by RACV, including the communication with your current retailer that gets sent via the Australian Energy Market Operator's systems.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\u003Cp\u003EThe facts are:\u003C\u002Fp\u003E\u003Cul\u003E\u003Cli\u003EOnce we take over the administration of your supply, your current retailer will send you a final bill.\u003C\u002Fli\u003E\u003Cli\u003EYou \u003Cstrong\u003Edo \u003C\u002Fstrong\u003Eneed to pay your final bill.\u003C\u002Fli\u003E\u003Cli\u003EYou \u003Cstrong\u003Edon't \u003C\u002Fstrong\u003Eneed to contact your current retailer.\u003C\u002Fli\u003E\u003Cli\u003EYour power supply should never be affected by switching.\u003C\u002Fli\u003E\u003C\u002Ful\u003E"},{title:"What happens after I switch?",content:"\u003Cp\u003EWhen switching, your physical energy supply should never be affected. Here's what happens after you switch:\u003C\u002Fp\u003E\n\u003Col\u003E\u003Cli\u003E\u003Cstrong\u003EWe'll enter your details and send you a welcome email.\u003C\u002Fstrong\u003E \u003Cbr \u002F\u003EWe'll load your details into our billing system and generate an account number. We'll email that to you within 2 business days of you joining.\u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003EWe check your address with the energy industry operator's systems.\u003C\u002Fstrong\u003E \u003Cbr \u002F\u003EWe need to get an exact match to connect the right meter data with your account. If we can't get a perfect match, we might get in touch to ask for a bit more information.\u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003EWe make the switch.\u003Cbr \u002F\u003E\u003C\u002Fstrong\u003EWe will switch your electricity within 2 business days and your gas usually within 10-12 business days. However, you still still have the 10 business days cooling-off period in case you change your mind. If you are moving home, your switch to us will take place on the date you want the power to be connected. However, you still have the 10 business days cooling-off period.\u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003EWe tell your current retailer.\u003Cbr \u002F\u003E\u003C\u002Fstrong\u003EWe'll then tell your current retailer that you’re making the switch to Arcline by RACV.\u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003EWe'll welcome you when you're properly on board.\u003C\u002Fstrong\u003E\u003Cbr \u

1002F\u003EWe will let you know once you've become a full Arcline by RACV customer. Your previous retailer will send you a final bill for your usage up to that date, and we'll take care of everything from that point onwards.\u003C\u002Fli\u003E\u003C\u002Fol\u003E\n\u003Cp\u003EWe're dedicated to taking care of everything necessary for you during this process. There's nothing that you need to do yourself after you switch other than set up your \u003Ca href=\"http:\u002F\u002Fmyaccount.energy.arcline.com.au\" target=\"_blank\" rel=\"noreferrer noopener\"\u003EMy Account\u003C\u002Fa\u003E.\u003C\u002Fp\u003E"},{title:"Which states do you operate in?",content:"\u003Cp\u003EArcline by RACV offers energy for customers in Victoria.\u003C\u002Fp\u003E"}]}},{component:b,id:"28994",data:{heading:"Prices and billing",description:a,panels:[{title:"I’m having trouble understanding my bills",content:"\u003Cp\u003EEnergy bills can look complicated – there's a lot of information to communicate in a limited space. However\u003Cins\u003E,\u003C\u002Fins\u003Eonce you understand what you’re looking at, our bill is designed to give you the information you need, quickly and simply.\u003C\u002Fp\u003E\u003Cp\u003ETo help you understand how to read your energy bill, check out our \u003Ca href=\"https:\u002F\u002Fenergy.arcline.com.au\u002Fhow-to-read-bill\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Ebill explainer\u003C\u002Fa\u003E.\u003C\u002Fp\u003E"},{title:"How can I pay my bill?",content:"\u003Cp\u003EArcline by RACV has taken the stress out of paying your bill with our easy to set up payment methods.\u003C\u002Fp\u003E\n\u003Cp\u003EWhile we highly recommend you set up a \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Fpayment-directdebit\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Edirect debit\u003C\u002Fa\u003E when you join to streamline your payment process, here are your other bill payment options.\u003C\u002Fp\u003E\n\u003Cul\u003E\u003Cli\u003E\u003Cstrong\u003ECredit or debit card:\u003C\u002Fstrong\u003E Make a \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Fpayment\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Esecure online payment now\u003C\u002Fa\u003E.\u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003EBpay via your bank:\u003C\u002Fstrong\u003E Our Bpay biller code is 376749. Your unique Bpay reference number will be on the bottom of each bill.\u003C\u002Fli\u003E\u003C\u002Ful\u003E\n\u003Cp\u003E\u003Cstrong\u003EWhy choose Smoothpay?\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\n\u003Cp\u003EArcline by RACV offers \u003Ca href=\"https:\u002F\u002Fenergy.arcline.com.au\u002Fpayment-smoothpay\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003ESmoothpay\u003C\u002Fa\u003E, a payment plan where you can set up a nominated amount to automatically make small \u003Cstrong\u003Efortnightly or monthly\u003C\u002Fstrong\u003E payments towards your account so you’ll never get ‘bill shock’. These direct debit payments don’t attract any additional fees.\u003C\u002Fp\u003E"},{title:"How often will I get a bill?",content:"\u003Cp\u003E\u003Cstrong\u003EElectricity: \u003C\u002Fstrong\u003EWe send out our bills monthly if you have a smart meter with remote communications. We receive meter reads almost every day and you can see your usage if you go in to your \u003Ca href=\"http:\u002F\u002Fmyaccount.energy.arcline.com.au\" target=\"_blank\" rel=\"noreferrer noopener\"\u003EMy Account portal\u003C\u002Fa\u003E. Our monthly billing cycle can help you keep track of upcoming payments and when to expect them.\u003C\u002Fp\u003E\n\u003Cp\u003E\u003Cstrong\u003EGas: \u003C\u002Fstrong\u003EYou'll be billed bi-monthly (unless you request otherwise) and these will usually be based on accurate meter reads. On occasion when a meter read hasn't been received, we will use \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Festimated-bills\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Eestimated usage\u003C\u002Fa\u003E. Any discrepancy between our estimate and your actual usage will be rectified as part of your next bill.\u003Cstrong\u003E\u003Cbr \u

1002F\u003E\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E"},{title:"What are the costs that go into my bill?",content:"\u003Cp\u003EThere are a number of common factored costs that go into your energy bill.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\n\u003Cp\u003ESome of these factored costs include:\u003C\u002Fp\u003E\n\u003Cp\u003E- Wholesale energy\u003Cbr \u002F\u003E- Network costs\u003Cbr \u002F\u003E- Environmental charges\u003Cbr \u002F\u003E- Market fees\u003Cbr \u002F\u003E- Bad debt\u003Cbr \u002F\u003E- Retail costs\u003C\u002Fp\u003E\n\u003Cp\u003EFor a full outline of these costs and an example of yearly energy expenditure, visit our \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Felectricity-bill\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003EUnderstanding your bill\u003C\u002Fa\u003E page.\u003C\u002Fp\u003E"}]}},{component:b,id:"28999",data:{heading:"Tariffs and metering",description:a,panels:[{title:"What tariff will I go on?",content:"\u003Cp\u003EAfter you join with Arcline by RACV we'll check your current meter configuration and put you on the equivalent tariff.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\u003Cp\u003EWhen you join we'll match your details in the industry operator's system. That will tell us the type of meter you have to ensure you are set up on the same tariff type.\u003Cbr \u002F\u003E\u003Cbr \u002F\u003ERead the below frequently asked questions for more information about tariff types.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E"},{title:"What's the difference between various electricity tariff types?",content:"\u003Cp\u003EAnytime, peak, time of use, and controlled load.\u003C\u002Fp\u003E\u003Cp\u003EWhat does it all mean?\u003C\u002Fp\u003E\u003Cp\u003ETariffs vary due to the changes in wholesale energy and network charges at different times of the day. They're not affected by retailer costs or the price of environmental certificates.\u003C\u002Fp\u003E\u003Cp\u003EYou'll pay different rates at different times of day and different days of week depending on the type of tariff.\u003C\u002Fp\u003E\u003Cp\u003EThere are typically two main types of tariff:\u003C\u002Fp\u003E\u003Cul\u003E\u003Cli\u003EAnytime, sometimes called 'peak only', and\u003C\u002Fli\u003E\u003Cli\u003ETime of use tariff.\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cp\u003EAs you might expect from the name, on an anytime tariff you'll pay the same price per kWh regardless of the time or day or day of week.\u003C\u002Fp\u003E\u003Cp\u003EOn a time of use tariff, your rates will be split into:\u003C\u002Fp\u003E\u003Cul\u003E\u003Cli\u003EPeak (the most expensive)\u003C\u002Fli\u003E\u003Cli\u003EOff peak (least expensive)\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cp\u003EYour total energy spend will depend on when you use energy. While it's clearly beneficial to use as much as possible during off peak times, this is also the time that you'll typically not have as much demand for energy, for example, in the middle of the night.\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EControlled load\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cp\u003EYou may have appliances that are metered separately. These include electric hot water and slab heating and they're often on a controlled load tariff that's cheaper than normal energy rates.\u003C\u002Fp\u003E\u003Cp\u003EControlled load 2 is available for a few hours longer each day than controlled load 1 and therefore has a slightly higher price per kWh. Your local network distributor decides on these times.\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EControlled load with other tariffs\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cp\u003EYou can't have a controlled load tariff without also having anytime or time of use unless, of course, you are off grid with the exception of needing power to provide a hot shower or bath.\u003C\u002Fp\u003E\u003Cp\u003ETherefore, you'll see controlled load as an add-on to one of the above tariffs, i.e.:\u003C\u002Fp\u003E\u003Cul\u003E\u003Cli\u003EAnytime with controlled load 1\u003C\u002Fli\u003E\u003Cli\u003EAnytime with controlled load 2\u003C\u002Fli\u003E\u003Cli\u003ETime of use with controlled load 1\u003C\u002Fli\u003E\u003Cli\u003ETime of use with controlled load 2\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cp\u003EAll tariffs include a daily supply charge, which is the amount you're charged per day for having your energy connected.\u003C\u002Fp\u003E\u003Cp\u003EControlled load often has an additional daily charge that's set by the local network distributor. We include this in our single, simple daily charge.\u003C\u002Fp\u003E"},{title:"What's the difference between gas tariff types?",content:"\u003Cp\u003EGas usage is typically charged at seasonal or non-seasonal rates.\u003C\u002Fp\u003E\u003Cp\u003EA seasonal rate is applied differently between peak season (winter) and off-peak season (non-winter). It can be charged as a flat rate within these seasons, or as a stepped rate (based on your gas usage).\u003C\u002Fp\u003E\u003Cp\u003EFor non-seasonal rates, the rate stays the same all year roun

1d.\u003C\u002Fp\u003E"},{title:"How do I know what type of tariff I'm on?",content:"\u003Cp\u003E\u003Cstrong\u003EElectricity:\u003C\u002Fstrong\u003E Simply grab a recent bill and have a look at the detailed usage breakdown section:\u003C\u002Fp\u003E\u003Cul\u003E\u003Cli\u003EAll usage is listed as the same type (for example, peak only or anytime). This means you're on the simplest type of tariff.\u003C\u002Fli\u003E\u003Cli\u003EUsage is broken down into time of day segments (e.g. peak, shoulder and off peak). This is called a time of use tariff. \u003C\u002Fli\u003E\u003Cli\u003EThere's a line item for controlled load (it may be called something like bulk hot water too). This is for a fixed appliance such as electric hot water. You'll have this in conjunction with one of the above tariff types: e.g. anytime plus controlled load or time of use plus controlled load. You won't have controlled load alone. There are two types: Controlled load 1 and controlled load 2\u003C\u002Fli\u003E\u003Cli\u003EMy bill shows a daily supply charge. All tariffs include a daily supply charge which is the amount you're charged per day for having your energy connected. The amount of this charge will vary depending on your tariff type.\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cp\u003ETariff prices are aligned to the tariffs your local network distributor creates.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EGas:\u003C\u002Fstrong\u003E Look at the detailed usage breakdown on your gas bill. If a season is listed next to your usage (for example, summer or winter), you're on a seasonal rate. If not, you're on a non-seasonal rate.\u003C\u002Fp\u003E"},{title:"Can I change my tariff type?",content:"\u003Cp\u003EYes you can, subject to network approval.\u003C\u002Fp\u003E\u003Cp\u003EWe're committed to helping you find the best tariff for your energy. You may be better off on a particular type of tariff and we can help you make that change.\u003C\u002Fp\u003E\u003Cp\u003EWhen you switch to us, you'll go onto the tariff allocated for your meter configuration.\u003C\u002Fp\u003E\u003Cp\u003EIf you'd like to change we can often arrange this by liaising with your local Network Distributor on your behalf. They will only accept requests after you've transferred to us. They may not charge for this unless you make more than one change in a 12 month period.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EWhen can we send your request to the network distributor?\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cp\u003ENetwork companies will only take instructions from a customer's current retailer. Once you're onboard with us, we can request the change.\u003C\u002Fp\u003E"},{title:"What is a solar feed-in tariff?",content:"\u003Cp\u003EA feed-in tariff (FiT) is a payment made to you when your home solar system generates excess electricity. This excess electricity is exported back into the electricity grid for use by other homes. The solar FiT appears as a credit on your electricity bill and is paid to you from us, usually at a set rate per kilowatt hour (p\u002FkWh).\u003C\u002Fp\u003E\u003Cp\u003ETo be eligible for a solar FiT, you'll need to be a customer with a solar PV (photovoltaic) system. And with Arcline by RACV, the more excess you feed back into the grid, the more credit we'll give you.\u003C\u002Fp\u003E"},{title:"What are the metering capital charges?",content:"\u003Cp\u003EIf you have solar, you might see some of these on your current retailer's bill. You won't on ours.\u003C\u002Fp\u003E\u003Cp\u003EWe like to keep it simple for our customers. We include anything that we're required to in our simple unit rates (i.e. the daily charge and unit rate).\u003C\u002Fp\u003E"},{title:"What are the different types of electricity meters?",content:"\u003Cp\u003EYou've got your main electricity box on the wall, but what type is it and what does it mean for your bill?\u003C\u002Fp\u003E\u003Cp\u003E There are three primary types of meters for residential and small business customers:\u003C\u002Fp\u003E\u003Col\u003E\u003Cli\u003E\u003Cstrong\u003EAccumulation meters\u003C\u002Fstrong\u003E\u003Cbr \u

1002F\u003EThese are the old meters that don't store the data they measure: instead, their dials or digits keep rotating and, every three months, someone will record the reading. You'll therefore only see two numbers on your bill: a ‘start’ read and an ‘end’ read.\u003Cbr \u002F\u003E\u003Cbr \u002F\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003EInterval meters\u003C\u002Fstrong\u003E\u003Cbr \u002F\u003EThese meters measure data at set time intervals, such as 7-9 am and 5-8 pm for 'peak'. They aren't remotely read, meaning every three months someone will wander around and get the data. They often do this by inserting a probe into the meter to download all the figures.\u003Cbr \u002F\u003E\u003Cbr \u002F\u003EIf you have an interval meter you may see that your start reading each quarter is zero. That's the way some of these things roll but we're looking at how we can provide proper start and end reads instead.\u003Cbr \u002F\u003E\u003Cbr \u002F\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003ESmart meters\u003C\u002Fstrong\u003E\u003Cbr \u002F\u003EThese meters do everything an interval data does and can transmit the data at set time intervals. In many cases, this data is sent each day and normally through a network that doesn't rely on Wi-Fi in the property.\u003Cbr \u002F\u003ESmart meters can also be disconnected and reconnected remotely in many cases which can be extremely useful when you're moving into or out of a property. \u003C\u002Fli\u003E\u003C\u002Fol\u003E"},{title:"Why do I need a new meter?",content:"\u003Cp\u003EYou might want a new meter because you're installing solar and need one that has two-way capabilities. This is necessary to receive your solar feed in tariff. Alternatively, you might just want more regular data on your energy usage. \u003C\u002Fp\u003E\u003Cp\u003EYou might need a new meter because your current one is past its use by date or there is a fault with the meter.\u003C\u002Fp\u003E"},{title:"What type of meters are installed?",content:"\u003Cp\u003EThe network distributor will install the right type of meter for your circumstances. For electricity, the meter type will depend on whether you have or are getting solar and whether you have single or three phase power supply at your property. \u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EWho installs and owns the meters?\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cp\u003EYour network distribution company installs and owns the meter. We pay them a daily fee for looking after the meter and providing us with the data from it. They charge retailers like us for the associated costs, which are then captured in our tariffs. \u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EDo the meters have remote communication?\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cp\u003EIn Victoria, almost all electricity meters have remote communication. These are called smart meters and they send your half-hourly usage data to our billing system each day.\u003C\u002Fp\u003E\u003Cp\u003EGas meters don't have remote communication, so billing is based on manual meter reads carried out by an authorised Meter Reader.\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EWill I still get a bill every quarter?\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cp\u003ESimilar to a monthly mobile phone or broadband bill, we send a bill based on an actual meter reading every month for electricity. For gas, you'll be billed every second month.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E"},{title:"Can you install a new smart meter?",content:"\u003Cp\u003EYes - and we do it in a hassle-free way.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\u003Cp\u003EWe know that most Victorians have a smart meter for their electricity but if you don’t we can provide one free of charge. \u003Cbr \u002F\u003E\u003Cbr \u002F\u003EWe will work with your local network distribution companies to provide, install and maintain a new smart meter on your behalf. \u003Cbr \u002F\u003E\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EThe process to get a new meter installed is as follows:\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Col\u003E\u003Cli\u003E\u003Cstrong\u003EStart\u003C\u002Fstrong\u003E. You need to be an Arcline by RACV customer before we’re allowed to request an upgrade to your meter. Get your account number and visit \u003Cu\u003E\u003Ca href=\"https:\u002F\u002Fsupportcentre.energylocals.com.au\u002Fhc\u002Fen-au\u002Farticles\u002F4410322486297-New-meter-request\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Ethis page\u003C\u002Fa\u003E\u003C\u002Fu\u003E so we know you need a meter installed. \u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003EBook\u003C\u002Fstrong\u003E. We'll then contact the network distribution company in your area to arrange the installation. \u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003EInstall\u003C\u002Fstrong\u003E. We will endeavour to install your meter as soon as possible. If you have any additional questions or it has been longer than 20 business days, please contact us on 1300 884 849.\u003C\u002Fli\u003E\u003Cli\u003E\u003Cstrong\u003EEnjoy\u003C\u002Fstrong\u003E. Once your meter has been installed, you can start to make full use of our online self-service portal and monitor your daily energy usage.\u003C\u002Fli\u003E\u003C\u002Fol\u003E"},{title:"What are the different times of day for my electricity meter type?",content:"\u003Cp\u003EA tariff is set by your network distributor and determines whether you are charged a single rate or a variable rate for your energy, depending on the time of day.\u003Cbr \u

1002F\u003E\u003Cbr \u002F\u003EHere are the most common network meter timings in Victoria, depending on whether you have a single or variable rate.\u003Cbr \u002F\u003E\u003Cbr \u002F\u003E\u003Cstrong\u003E\u003Cstrong\u003ESolar soak\u003C\u002Fstrong\u003E\u003C\u002Fstrong\u003E – 11am-4pm\u003C\u002Fp\u003E\n\u003Cp\u003E\u003Cstrong\u003EPeak consumption\u003C\u002Fstrong\u003E – 4pm-9pm\u003C\u002Fp\u003E\n\u003Cp\u003E\u003Cstrong\u003EOff-peak consumption\u003C\u002Fstrong\u003E – 9pm-11am\u003Cbr \u002F\u003E\u003C\u002Fp\u003E"},{title:"What's the difference between a single and a three phase electricity connection?",content:"\u003Cp\u003EThe main difference between a single phase and a three-phase connection is that a three phase connection will be able to handle a larger load.\u003C\u002Fp\u003E\u003Cp\u003ESome customers - normally only those with higher energy consumption - have three phase connections.\u003C\u002Fp\u003E\u003Cp\u003ETo make it easier to understand, think of a highway with a single toll booth and a highway with multiple toll booths.\u003C\u002Fp\u003E\u003Cp\u003EIn the single toll booth scenario, one car can pass through the toll booth one at a time, whereas in the multiple toll booths scenario, multiple cars can pass through the toll booths at a time.\u003C\u002Fp\u003E\u003Cp\u003ESimilarly, let’s assume that the single-phase connection is the single booth, and three-phase as the multiple booths. In a single-phase connection, there is a limit as to the maximum amount of energy load it can handle. A three-phase connection is therefore appropriate for customers who need to be able to draw more energy from the grid at a particular point in time.\u003C\u002Fp\u003E"},{title:"How do I submit a self-meter read?",content:"\u003Cp\u003EIf you receive an estimated bill, you can request an adjustment by submitting a self-reading \u003Ca href=\"https:\u002F\u002Fenergy.arcline.com.au\u002Fself-meter-read\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Efollowing these instructions\u003C\u002Fa\u003E.\u003C\u002Fp\u003E"}]}},{component:b,id:"29014",data:{heading:"Concessions",description:a,panels:[{title:"Do you have Energy concessions available?",content:"\u003Cp\u003EYes - we’re happy to connect our eligible customers with relevant concessions, grants and rebates when it comes to their energy.\u003C\u002Fp\u003E\u003Cp\u003EOur full \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Fconcession\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003EConcessions\u003C\u002Fa\u003E page lists concession types, eligibility criteria and applicable discounts.\u003C\u002Fp\u003E"},{title:"Will I still get the same concession payments if I join?",content:"\u003Cp\u003EYes. Simply provide your concession details when you sign up with us.\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\n\u003Cp\u003EEnergy concessions aren't something that retailers create themselves: they're defined by federal and local governments and other government departments such as Centrelink.\u003C\u002Fp\u003E\n\u003Cp\u003EIf you're receiving government concessions such as a pension or disability concession from your current retailer, you can easily tell us what they are to get them transferred over to your Arcline by RACV account when you join. There's a section in our \u003Ca href=\"http:\u002F\u002Fjoin.energy.arcline.com.au\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Eonline sign up\u003C\u002Fa\u003E for this.\u003C\u002Fp\u003E\n\u003Cp\u003EVisit our \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Fconcession\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003EConcessions\u003C\u002Fa\u003E page for more information about different type of energy concessions available.\u003C\u002Fp\u003E"}]}},{component:b,id:"29017",data:{heading:"Life support",description:a,panels:[{title:"What happens if I have life support equipment at my premises?",content:"\u003Cp\u003E If you or someone in your household uses life support equipment, you may be eligible for protection under the life support energy regulations. \u003C\u002Fp\u003E\n\u003Cp\u003E This means your address is registered with your local network and they will advise you in advance of any energy outages s

1o you can plan accordingly. \u003C\u002Fp\u003E\n\u003Cp\u003E It also means in the event of a power outage your property will be on the priority list for re-connection of supply.\u003C\u002Fp\u003E\n\u003Ch4\u003E\u003Cstrong\u003EWhat to do if the power goes out?\u003C\u002Fstrong\u003E\u003C\u002Fh4\u003E\n\u003Cp\u003EYour power can go out without warning. It is important that you have a plan if this happens. Make note of:\u003C\u002Fp\u003E\n\u003Cul\u003E\u003Cli\u003EWhere will you go?\u003C\u002Fli\u003E\u003Cli\u003EHow will you get there?\u003C\u002Fli\u003E\u003Cli\u003EHow will you take your equipment?\u003C\u002Fli\u003E\u003Cli\u003EWho will you contact? (Keep a physical list of emergency contacts somewhere safe)\u003C\u002Fli\u003E\u003Cli\u003EHow will you contact them?\u003C\u002Fli\u003E\u003Cli\u003EIs your backup equipment fully charged at all times?\u003C\u002Fli\u003E\u003C\u002Ful\u003E\n\u003Cp\u003EIf you experience a fault or emergency, please contact your distributor directly for assistance. The distributor for your address, including their contact number, is on the first page of your bill under Faults and Emergencies. They will be available 24 hours a day, 7 days a week to help you. Alternatively, visit our \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Ffaults\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003EFaults and Outages\u003C\u002Fa\u003E page to connect you to your distributor.\u003Cbr \u002F\u003E\u003Cbr \u002F\u003EFor life support enquiries, our local team can provide further detail on the life support process. Contact us at \u003Ca href=\"mailto:[email protected]\"\[email protected]\u003C\u002Fa\u003E, call us on \u003Ca href=\"tel:1300884849\"\u003E1300 884 849\u003C\u002Fa\u003E or visit our \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Flife-support\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Elife support page\u003C\u002Fa\u003E for more information.\u003C\u002Fp\u003E"}]}},{component:b,id:"29019",data:{heading:"Faults & outages",description:a,panels:[{title:"What do I do if there's disruption to my power?",content:"\u003Cp\u003EFaults and outages can happen for a number of reasons.\u003C\u002Fp\u003E\n\u003Cp\u003EIf you experience a fault or emergency, please contact your distributor directly for assistance. The distributor for your address, including their contact number, is on the first page of your bill under Faults and Emergencies. They will be available 24 hours a day, 7 days a week to help you.\u003C\u002Fp\u003E\n\u003Cp\u003EYou can also visit our \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Ffaults\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003EFaults and Outages\u003C\u002Fa\u003E page to connect you to your distributor.\u003C\u002Fp\u003E"}]}},{component:b,id:"29022",data:{heading:"My Account support",description:a,panels:[{title:"I'm having issues registering for My Account, can you help?",content:"\u003Cp\u003EOur online My Account portal is your one-stop-shop to easily manage your account with us. You can use it to track your energy usage, view your rates, make payments and more.\u003C\u002Fp\u003E\u003Cp\u003ETo \u003Ca href=\"https:\u002F\u002Fmyaccount.energy.arcline.com.au\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Elog in\u003C\u002Fa\u003E for the first time, simply enter your registered email address and click 'Forgot my password' to set your password.\u003C\u002Fp\u003E\u003Cp\u003EIf you're having trouble accessing My Account, it may be related to third-party cookies being blocked. Depending on your device, please follow these instructions:\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\u003Cp\u003E\u003Cstrong\u003EAndroid\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cul\u003E\u003Cli\u003E\u003Cstrong\u003EChrome\u003C\u002Fstrong\u003E\u003Cul\u003E\u003Cli\u003EOpen Chrome\u003C\u002Fli\u003E\u003Cli\u003EOpen Settings\u003C\u002Fli\u003E\u003Cli\u003EOpen Site settings\u003C\u002Fli\u003E\u003Cli\u003EOpen Cookies\u003C\u002Fli\u003E\u003Cli\u003EEnable Cookies\u003C\u002Fli\u003E\u003Cli\u003EUncheck 'Block third-party cookies'\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cul\u003E\u003Cli\u003E\u003Cstrong\u003EFirefox\u003C\u002Fstrong\u003E\u003Cul\u003E\u003Cli\u003EOpen Firefox\u003C\u002Fli\u003E\u003Cli\u003EOpen Settings\u003C\u002Fli\u003E\u003Cli\u003EOpen Privacy\u003C\u002Fli\u003E\u003Cli\u003EOpen Cookies\u003C\u002Fli\u003E\u003Cli\u003ESelect either 'Enabled' or 'Enabled excluding tracking cookies'\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cp\u003E\u003Cstrong\u003EiPhone\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cul\u003E\u003Cli\u003E\u003Cstrong\u003ESafari\u003C\u002Fstrong\u003E\u003Cul\u003E\u003Cli\u003EOpen Settings\u003C\u002Fli\u003E\u003Cli\u003EOpen Safari\u003C\u002Fli\u003E\u003Cli\u003ETurn off 'Prevent Cross-Site Tracking'\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cp\u003E\u003Cstrong\u003EDesktops\u002Flaptops\u003C\u002Fstrong\u003E\u003C\u002Fp\u003E\u003Cul\u003E\u003Cli\u003E\u003Cstrong\u003EChrome\u003Cbr \u

1002F\u003E\u003C\u002Fstrong\u003E\u003Cul\u003E\u003Cli\u003EType in 'Cookies' in the search bar\u003C\u002Fli\u003E\u003Cli\u003EOpen Cookies and other site data\u003C\u002Fli\u003E\u003Cli\u003EEnsure third-party cookies are not being blocked\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cul\u003E\u003Cli\u003E\u003Cstrong\u003EFirefox\u003C\u002Fstrong\u003E\u003Cul\u003E\u003Cli\u003EOpen Firefox\u003C\u002Fli\u003E\u003Cli\u003EOpen Settings\u003C\u002Fli\u003E\u003Cli\u003ESearch for Cookies\u003C\u002Fli\u003E\u003Cli\u003EEnsure Standard is set\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E"},{title:"How can I add someone else to my account?",content:"\u003Cp\u003EOur team can easily add additional names to your account for shared access. You just tell us their name and date of birth and we take care of the set up.\u003C\u002Fp\u003E\u003Cp\u003EDate of birth is used as a security question when customers call to protect your account and ensure only you and any authorised person(s) can access your account.\u003C\u002Fp\u003E\u003Cp\u003EContact us at \u003Ca href=\"mailto:[email protected]\"\[email protected]\u003C\u002Fa\u003E or call us on \u003Ca href=\"tel:13002088420849\"\u003E1300 884 849\u003C\u002Fa\u003E to arrange additional person(s) on your account.\u003C\u002Fp\u003E"},{title:"Where can I find my NMI and MIRN?",content:"\u003Cp\u003EYour NMI is located at the top of your Arcline by RACV electricity bill on the first page. Your MIRN can be found in the same place on your gas bill.\u003C\u002Fp\u003E\n\u003Cp\u003EIf you're not already an Arcline by RACV customer, you'll be able to find your NMI or MIRN on your latest bill from your current energy retailer.\u003C\u002Fp\u003E\n\u003Cp\u003EOur \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Ffind-my-nmi\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003EFinding your NMI and MIRN\u003C\u002Fa\u003E page features more information.\u003C\u002Fp\u003E"},{title:"How can I provide feedback?",content:"\u003Cp\u003EArcline by RACV's team is dedicated to helping all of our customers with their energy plan and improving our products and services where possible. \u003C\u002Fp\u003E\n\u003Cp\u003E\u003Cstrong\u003E\u003Cem\u003EIf we've not met your expectations then you can make a complaint through our \u003C\u002Fem\u003E\u003C\u002Fstrong\u003E\u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Fcomplaint\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Ecomplaints\u003C\u002Fa\u003E\u003Cstrong\u003E\u003Cem\u003E page in one of the following ways:\u003C\u002Fem\u003E\u003C\u002Fstrong\u003E\u003Cbr \u002F\u003E\u003C\u002Fp\u003E\n\u003Cp\u003E\u003Cstrong\u003E1.\u003C\u002Fstrong\u003E Contact us by calling \u003Cstrong\u003E1300\u003C\u002Fstrong\u003E \u003Cstrong\u003E884 849\u003C\u002Fstrong\u003E or emailing [email protected]\u003C\u002Fp\u003E\n\u003Cp\u003E\u003Cstrong\u003E2.\u003C\u002Fstrong\u003E Write to us at PO Box 626, Collins Street West VIC 8007.\u003C\u002Fp\u003E\n\u003Cp\u003EYou also have the right to contact the Energy Ombudsman at any time. However, we encourage you to contact us in the first instance to give us a chance to rectify any issues. To lodge a complaint with us, please visit our \u003Ca href=\"https:\u002F\u002Fpreview.energy.arcline.com.au\u002Fcomplaint\u002F\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Ecomplaints\u003C\u002Fa\u003E page. You'll also find the Ombudsman's contact information there.\u003C\u002Fp\u003E"}]}},{component:"block-text-image",id:"29027",data:{heading:"Contact us",description:"\u003Cp\u003EWrite to us at:\u003Cbr \u002F\u003EPO Box 626\u003Cbr \u002F\u003ECollins Street West, VIC 8

1007\u003Cbr \u002F\u003E\u003Cbr \u002F\u003EIf you are deaf, or have a hearing or speech impairment, contact us through the National Relay Service (TTY) on 133 677. Pass on Arcline by RACV's number 1300 884 849 to call. For more information, \u003Ca href=\"https:\u002F\u002Fwww.accesshub.gov.au\u002Fabout-the-nrs\" target=\"_blank\" rel=\"noreferrer noopener\"\u003Evisit the National Relay Service\u003C\u002Fa\u003E.\u003C\u002Fp\u003E\n\u003Cp\u003EFor all other enquiries, please call our local team and we'll help you over the phone.\u003C\u002Fp\u003E",img:{src:"https:\u002F\u002Fassets.energy.arcline.com.au\u002Fassets\u002FFather-and-daughter-laugh-together-under-fairy-lights.jpg",alt:"Father and daughter laugh together under fairy lights",position:"67.56% 57.67%"},buttons:[{href:m,text:l,variant:"phone"}],reverseColumnOrder:c,background:"none",videoUrl:void 0}}]}},pageType:e,errorType:a,showEditBtn:c,editUrl:n}],fetch:[],mutations:[["craftcms\u002FsetPageId","29"],["craftcms\u002FsetPageType",e],["craftcms\u002FsetCurrentURL",k],["craftcms\u002FsetEditURL",n],["craftcms\u002FsetPageSignUpLink",{text:"Learn More",href:a,type:"",__typename:"linkField_Link"}]]}}(null,"block-accordion",false,"Support and contact","pages_defaultPage_Entry","support-and-contact","Arcline by RACV: Support and contact | Arcline by RACV","We've been looking after Victorians for over 100 years, and we’ll continue to do so long into the future. Switching is simple - once you've spent 3 minutes giving us all of the important details, we can take care of the rest to help you start experiencing our Energy Plan today.","https:\u002F\u002Fassets.energy.arcline.com.au\u002Fassets\u002FCouple-smiling-together-in-their-back-yard-with-a-cup-of-coffee.jpg","Image","https:\u002F\u002Fpreview.energy.arcline.com.au\u002Fsupport-and-contact\u002F","1300 884 849","tel:1300884849","https:\u002F\u002Fcraftcms.energy.arcline.com.au\u002Fadmin\u002Fentries\u002Fpages\u002F29-support-and-contact")));