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Frequently Asked Questions

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How it works

What makes Indigo Power different to other providers?

What is community energy?

Community energy is an approach to renewable energy that gives power back to communities. This can be through local ownership, or by ensuring benefits flow back to the community in some other way.

What is a community energy hub?

A community energy hub is a community or town working together to create and share electricity. Indigo Power customers can generate electricity and share it with their neighbours, and we’ll be building larger solar and battery projects to supply communities with top-up power. Every community energy hub remains connected to the Australian electricity network, so you’ve always got power when you need it.

How does energy sharing work?

If you’ve got solar, excess energy that is not being used is sent back into the community energy hub and is available for other customers to use. We run the calculations each evening so the next day we can show you how much energy was shared locally, shared by larger-scale generation and storage assets, and was supplied from outside the hub.

Do I need to have solar panels to join?

No. Anyone can join Indigo Power.

Customers with solar panels generate the energy that other customers can use, or we’ll generate it for you at our community-owned solar power systems. So don’t worry. If you don’t have solar panels you’ll still be an important participant in your community energy hub, and be able to have your electricity supplied by Indigo Power.

What does Indigo Power do with its profits?

Indigo Power is a certified social enterprise, and directs 50% of our profits towards projects that support our purpose.

Our purpose is, ‘to enable a society that is powered by 100% renewable energy in a way that supports and empowers communities.’

What is a social enterprise?

Social enterprises are businesses that trade to intentionally tackle social problems, improve communities, provide people access to employment and training, or help the environment. As a certified social enterprise, you know that we’ll always be delivering for our communities and the environment.

Who are Energy Locals?

You’ll see the Energy Locals logo and name a lot. That’s because Energy Locals provides some key electricity retail services to Indigo Power, which enables us to deliver our offer. Energy Locals holds an electricity retail licence, and many of the important software, billing, and payment systems are provided by Energy Locals.

How does carbon offsetting work?

Our electricity supply partner, Energy Locals, purchases and surrenders Certified Emission Reductions (CERs), recognised under the National Carbon Offset Standard (NCOS) on our behalf. Energy Locals purchases CERs equal to the total amount of energy our customers use each year. This makes all power supplied by Indigo Power  Carbon Neutral.

Do you have green power?

Yes, we have GreenPower.

GreenPower is a government accreditation scheme that lets you do a bit extra to support new renewable generation across the whole of Australia. You can do this by paying a premium on your energy consumption through the GreenPower program.

So that you can choose the level you’re comfortable with, we have 10%, 50% and 100% options available. The cost for GreenPower with Indigo Power is:

10% = 0.40 c/kWh
50% = 2.00 c/kWh
100% = 3.9 c/kWh

These rates include GST and apply to both residential and business customers. You can find out more about GreenPower at the official government website GreenPower website here.

Becoming a customer

Are you available in my region?

Indigo Power operates in Victoria and New South Wales, within the AusNet and Essential Energy networks. We will soon expand to reach Queensland, South Australia, and the Australian Capital Territory.

What do I need to do to make the switch?

Enter your address in the box at the top of the page to see what rates apply to you, when you are ready to make the switch you just need to follow the prompts and fill out your details. We’ll do the rest. You don’t need to contact your existing supplier or worry about anything else.

How do I know which rates apply to me?

The type of tariff you’ll be on depends on the type of meter that you have. To find out your tariff, simply enter your address at the top of the page.

Do you honour the premium feed-in tariff?

Yes. When you join Indigo Power you’ll receive your 60 c/kWh PFit rate, plus the standard feed-in tariff that applies to your region.

Can I change my rates?

Yes, you can. You can change the way your meter is configured, and the type of tariff you are on. So if one tariff type suits you better, just let us know. You will have to join on your current tariff, and then change once you’ve joined. Not all tariff types are available to all customers.

Do you have concession discounts?

Yes, Indigo Power offers concession discounts just like many energy providers. We offer a variety of concessions for the following cardholders: Centrelink Health Care Card; Centrelink Pensioner Concession Card; Veterans’ Affairs Pensioner Concession Card; Veterans’ Affairs Gold Card for all conditions.

How long does it take to transfer?

As of the 1st of October 2021, the transfer of your account no longer waits for the cooling-off period to end and will usually happen within 10 business days of submitting the request, for basic meters; the transfer will usually be on an estimated start read. You’ll still have your 10-business day cooling-off period.

We’ll get in touch with your local network company to let them know you’re switching. Your power will be transferred to us within 2 business days.

Existing customers

How do I pay my bill?

We prefer customers to sign up to our automatic direct debit payment method. However, you can pay with any of the three payment options we provide: Direct Debit; Credit or debit card or Bpay.

What do I do if I forget my password?

You can reset your password by going to the Customer portal login in and click “Forgot your password?”

How can I get in touch with customer support?

You can reach our local support team at:

Email: connect@indigopower.com.au

Phone: 1800 491 739

If there is an electrical emergency please contact your local electricity distributor or call 000.

What do I do if I’m moving house?

Moving home can be stressful. We want to make your switch as easy as possible. Just fill out the form on this page and we will do our best to get your new home connected up when you move in.

 

How do I set up my customer portal?

When you join Indigo Power as a customer, you will receive your customer number within your confirmation email.

  • Go to the Indigo Power website and click on ‘My account’ and select ‘Sign up now’.
  • Make sure to use the same email that you gave us when signing up, then set up a new password.
  • You will then be prompted to ‘Please enter your details below to register’.
  • A verification number will then be sent to the registered mobile.
I am having issues setting up my portal.

Getting a ‘Profile already exists’ message? Go back to the beginning, select ‘Forgot your password’ and follow the prompts to reset.

You will need phone reception to receive an SMS confirmation code to complete the set up.

As always, we’re here to help. If you’re still struggling to get your portal set up contact us on 1800 491 739 or email connect@indigopower.com.au

My browser doesn't support the portal - help?

To access the portal you will need to allow cross-site tracking cookies. Some web browsers (including Mozilla and Safari) block cross-site tracking cookies as a default.

To enable cross-site tracking cookies on Safari: Click Safari > preferences > privacy > uncheck the box next to the prevent cross-site tracking.

To enable cross-site tracking cookies on Mozilla (Firefox): Navigate to the portal > Click the shield icon to the left of the URL > Set Enhanced Tracking Protection to OFF.

Some internet browsers are, unfortunately, not compatible with the portal site. If you have already set up your account but you’re being prompted to sign up when you try to sign in, try a different internet browser.