Pricing frequently asked questions

Below are frequently asked questions regarding pricing

Electricity pricing 2017

Why are prices increasing?

Australian retail electricity prices are reviewed every year. This year, prices are increasing largely because of considerable increases in the wholesale cost of electricity due to numerous factors including:
•  the closure of coal fired power stations
  the impacts of renewable energy generation
  inaction on national energy policy. 

To learn more about the issues impacting on the energy sector in Australia read the article on our website.

How are electricity prices changing?

For ACT customers:

From 1 July 2017, electricity prices in the ACT will increase by an average of 18.95%, which is around an extra $6.40 per week on electricity bills for the typical Canberra household using 8,000 kWh of electricity per year.

For ACT business customers using 25,000 kWh of electricity per year, the price increase is around $22.75 per week.

For NSW customers:

From 1 July 2017, ActewAGL’s NSW residential electricity prices will increase on average by 15%. The actual increase amount will depend on the customer’s location, the amount of electricity used, and the electricity plan the customer is on.

For more information on ActewAGL’s NSW residential electricity prices see the pricing brochures.

For more information on ActewAGL’s NSW business electricity prices see the pricing brochures

Who determines electricity prices? 

In the ACT, electricity prices are regulated by the Independent Competition and Regulatory Commission (ICRC). 

On 7 June 2017, the ICRC released its final decision on the change in ActewAGL Retail’s ACT electricity prices for 2017-18. This decision is in accordance with the ICRC’s price determination for regulated retail electricity prices for the period 1 July 2017 to 30 June 2020. 

Electricity prices in NSW have been deregulated since 1 July 2014, which means that retailers are responsible for setting their prices to reflect changes in the cost of supplying electricity to customers. 

Who will be affected by the price increases?

The price increases are affecting energy consumers across Australia, including all ActewAGL ACT and NSW customers supplied under a standard retail contract for electricity.

The price increase also applies to ActewAGL ACT and NSW customers supplied under a market retail contract for electricity, including customers on 'Energy Rewards' contracts. 

How has ActewAGL calculated the price change for 2017-18?

ActewAGL’s ACT electricity prices for 2017-18 are determined by the Independent Competition and Regulatory Commission (ICRC) in their final decision for regulated retail electricity prices for the period 1 July 2017 to 30 June 2020. 

Electricity pricing in NSW is unregulated and set by the retailer. Each year, ActewAGL’s NSW electricity prices are set to reflect changes in the cost of supplying electricity to customers.

Almost 88% of the total costs on a customer’s bill are outside of ActewAGL Retail’s control, including the wholesale electricity purchase costs that generators charge retailers for electricity; the network costs for supplying and maintaining the electricity network (poles and wires); and other costs such as the government environmental schemes.

What if I can’t afford the increased cost of electricity?

We understand these price increases may cause financial difficulty or significant hardship for our customers and we promise to work with you to make sure you stay connected and warm this winter.

ActewAGL is providing all customers with a range of support options and information on rebates, concessions and energy saving advice.

Our Staying Connected program also provides personalised support to help you get back on track with your electricity and gas bills. To find out more visit actewagl.com.au/stayingconnected.

If you need support for your bills, call the ActewAGL Bill Helpline on 13 12 93 to access these services.

Where and when can I view all the charges?

ActewAGL Retail’s ACT and NSW prices are effective from 1 July 2017 and can be viewed online at actewagl.com.au/prices

Are there any changes to the energy concession in the ACT?

From 1 July 2017, the current energy concession and water and sewerage rebate will be combined into one Utilities Concession. This will cover electricity, gas, water and sewerage. 

Why is it changing?

This change will provide additional assistance to more Canberra households. Previously the water and sewerage rebate was only available to home owners. This disadvantaged renters, who often have water and sewerage charges included in their rent. By incorporating the concessions into one payment, the new Utilities Concession will give more relief to eligible Canberrans. 

What is the amount?

The Utilities concession will be $604 per year and will appear on the electricity bill only. It will be a daily amount with a summer and winter rate. The summer rate is from 1 November to 31 May at 76.925 cents per day. The winter rate is from 1 June to 31 October at 288.183 cents per day.

Will I still receive the concession on my Icon Water - water and sewerage bill?

From 1 July 2017, there will no longer be a concession applied to these bills. The Utilities Concession will only be applied on your electricity bill.

What energy concessions are available in NSW?

The NSW Government offers a range of energy rebates for eligible electricity customers including:
  Family Energy Rebate – which helps NSW family households with dependent children who have received the Family Tax Benefit payment from the Federal Department of Human Services.
  Low Income Household Rebate – assists customers who hold eligible concession cards issued by the Federal Department of Human Services or the Department of Veterans’ Affairs.
  Life Support Rebate – assists customers to pay their electricity bills if they are required, or have someone living with them who is required, to use approved energy intensive equipment at home.
  Medical Energy Rebate – assists customers who have an inability to self-regulate body temperature when exposed to extremes (hot or cold) of environmental temperatures.

There are also other NSW Government programs available including an Appliance Offer, Energy Blackouts Compensation, and the Energy Accounts Payment Assistance (EAPA) Scheme. For further information on eligibility and how to apply visit resourcesandenergy.nsw.gov.au

ActewAGL’s customers in NSW can call us on 13 14 93 to have energy rebates applied to your account.

I have a credit on my electricity account, can I get a refund?

Please contact ActewAGL Assist Team on 13 14 93 to arrange a refund.

Can I transfer my credit?

If your electricity account is with ActewAGL, you can transfer this credit between your electricity, gas, water or sewerage account. Please contact the ActewAGL Assist Team on 13 14 93.

 

Natural gas pricing 2017

How are gas prices changing?

For ACT customers:

From 1 July 2017, residential natural gas prices in the ACT will increase by 17.3%, which is around an extra $4.75 per week (GST inclusive) for a typical Canberra home using 43 GJ per year on the Home Gas Plan.

For business customers, the price increase is 16.2%, which is around an extra $20.00 per week (GST inclusive) for a business using 246 GJ per year on the Industrial & Commercial Plan.

For NSW customers:

From 1 July 2017, the price increase for residential customers in the Queanbeyan and Bungendore region who use 43 GJ per annum on the Home Gas plan will be 17.3%, which is around an extra $4.25 per week (GST inclusive). The price increase for a business in this region using 170 GJ per year on the Industrial and Commercial Plan will be 15.8%, which is around an extra $12.30 per week (GST inclusive).

The price increase for Capital region residential customers, who use 36 GJ per annum on the Home Gas Plan will be 11.5%, which is around an extra $2.65 per week (GST inclusive). The price increase for a business in this region using 147 GJ per year on the Industrial & Commercial Plan will be 10.6%, which is around an extra $7.85 per week (GST inclusive).

The price increase for Shoalhaven region residential customers who use 15 GJ per annum on the Home Gas Plan will be 16.8%, which is around an extra $2.10 per week (GST inclusive). The price increase for a business in this region using 246 GJ per year on the Industrial & Commercial Plan will be 10.0%, which is around an extra $10.20 per week (GST inclusive).

Who determines gas prices? 

Gas prices are not regulated in the ACT and ActewAGL updates pricing to reflect changes in the cost of supplying natural gas to customers. 

For the first time in NSW, retail gas prices for residential and small business customers have been deregulated and will be set by the competitive market from 1 July 2017. However, as agreed with the NSW Government, transitional tariffs have been put in place from 1 July 2017 for two years for residential customers who are on regulated tariffs and one year for small business customers who are on regulated tariffs. This will replace the previous arrangement when ActewAGL Retail and the Independent Pricing and Regulatory Tribunal (IPART) had a Voluntary Pricing Arrangement (VPA) which set out the pricing arrangements for gas prices in NSW. 

Who will be affected by the price change?

The price increases are affecting energy consumers across Australia, including all ActewAGL ACT and NSW customers supplied under a standard retail contract for natural gas.

The price increase also applies to ActewAGL ACT and NSW customers supplied under a market retail contract for gas, including customers on 'Energy Rewards' contracts. 

How has ActewAGL calculated the prices for 2017-18?

ActewAGL reviews its charges from time to time to ensure it recovers its costs of supplying natural gas to customers. This includes the wholesale gas costs that producers charge retailers for extracting and producing gas; the transportation costs for moving gas from the gas fields; and the network costs for distributing gas to the customer’s premises and maintaining the gas network.

Why are prices increasing?

There is currently a supply and demand crisis in the Australian wholesale gas market which is having a major impact on gas pricing this year. To read more on these issues see the article on our website

What if I can’t afford the increased cost of gas?

We understand these price increases may cause financial difficulty or significant hardship for our customers and we promise to work with you to make sure you stay connected and warm this winter.

ActewAGL is providing all customers with a range of support options and information on rebates, concessions and energy saving advice.

Our Staying Connected program also provides personalised support to help you get back on track with your electricity and gas bills. To find out more visit actewagl.com.au/stayingconnected.

If you need support for your bills, call the ActewAGL Bill Helpline on 13 12 93 to access these services.

Can I receive an energy concession on my gas account?

In the ACT, from 1 July 2017, the current energy and utility concession and water and sewerage rebate will be combined into one Utilities Concession. This will cover electricity, gas, water and sewerage. 

The Utilities concession will be $604 per year and will appear on your electricity bill only. 

The NSW Government offers energy rebates for eligible gas customers including:
Family Energy Rebate – helps NSW family households with dependent children who have received the Family Tax Benefit payment from the Federal Department of Human Services.
NSW Gas Rebate – helps eligible NSW households pay their natural gas bills.

There are also other NSW Government programs available including an Appliance Offer and the Energy Accounts Payment Assistance (EAPA) Scheme. For further information on eligibility and how to apply visit resourcesandenergy.nsw.gov.au

ActewAGL’s customers in NSW who are eligible can call us on 13 14 93 to have energy rebates applied to your account.

Where and when can I view all the charges?

ActewAGL's natural gas retail prices are effective from 1 July 2017 and can be viewed online at actewagl.com.au/prices.