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FAQs
Check out the list of frequently asked questions below.
Frequently Asked Questions
How can you afford to be so cheap?
GloBird Energy don’t have a towering city office with overpaid executives, we use the latest technology and the power of cloud computing to run a leaner, less labour intensive back office and pass these savings onto our customers. To get our best rates make sure you pay on time and maximise your discount.
Aren’t all energy retailers basically the same?
There are many energy retailers out there, each with different rates and charges. The deregulation of the energy market means increased competition, and that’s a good thing for those who take the time to shop around. It’s common for people to be paying 30% more for their energy by choosing the wrong retailer. You have the power! You can choose the energy provider that suits you best.
Will you change my discount?
We guarantee to keep your discount for at least a year from when you join us, and that we won’t just change the price unless the networks prices or wholesale prices force us to. For your peace of mind, we don’t have a lock in contract, so if for any reason you are not satisfied with the price or service we deliver you can switch to another retailer without any penalty or fee.
Will you increase your price on me?
We do everything we can to remain as competitive as possible and keep our rates low. We won’t just change the price unless the networks prices or wholesale prices force us to. For your peace of mind, we don’t have a lock in contract, so if for any reason you are not satisfied with the service we deliver or our price you can switch to another retailer without any penalty or fee.
Network companies (who own the wires and poles) get approval from the Victorian Government to re-set their base prices once every year (usually in January). We pass any price change on (as do all retailers) when this occurs. This annual price reset is governed by the Essential Services Commission and is outside the retailer’s control. The wholesale market is set by the basic laws of supply and demand, as such retailers have no control over market fluctuations.
Do you charge credit card fees?
No, we won’t charge you extra just for paying by credit card. That would be wrong.
Do you accept American Express?
Yes, we do accept AMEX and we won’t charge you extra when you use it to pay your bill.
Isn’t it a hassle switching retailer?
You’d be surprised just how quick and easy switching is. You can sign up on-line in seconds.
How can I compare my current provider with GloBird?
Give us a call, or use our easy comparison tool, just grab your current bill and type in 4 things (all available on your bill)
- NMI (this number identifies your meter)
- The total of your bill after discount
- The number of days the bill is for (also knows as the "usage period")
- How much power you’ve used have used (total kWh)
We’ll show you how much the same bill would be with us and how much you’ll save.
Why have my rates changed?
We are a retailer and we do all we can to keep our rates as competitive as possible. However as a retailer we don’t generate or distribute power. In Victorian the electricity distributors who own the wires and cables generally reset their network charges every January. As a retailer we have to pass on these charges to our customer. Network charges make us as much as 50% of your bill. The rest of your bill is made up of wholesale costs and other costs, these costs also change from time to time. We will provide you with written notice when we are changing our rates.
How can I be sure you calculate my bill correctly?
Energy retailers must be licensed by the Victorian Government’s Essential Services Commission and have to abide by strict regulation. All retailers must calculate your bill using data provided by an independent metering company (that is also government regulated). This data is used as the basis for bill.
Do you change my meter?
Your meter doesn’t change. The company that reads your meter stays the same. The meter company is an independent company regulated by the Victorian government, they provide us with dependable data to calculate your bill. You simply pay a different rate for the energy you use.
How often do you issue a bill?
In the majority of cases we issue bills monthly, however this is not always possible.
What if I switch and then change my mind later?
As a consumer you have the right to a 10 day cooling off period. So if you switch to us you can change your mind later, no problem. But on top of that, we don’t charge any joining fees or leaving fees, and we don’t have a lock in contract, so you are free to choose to stay with us for as long or as short as you like.
Will there be a disruption to my energy supply if I switch?
Switching is very easy. There will be no disruption to your energy supply. You will get the same electricity service supplied through the same wires and poles using the same meter. We just handle the billing and customer service for you.
Who do I call for faults or power outages?
There are 5 electricity distributors, and 3 gas distributors in Victoria (they owns the wires and cables that transmit power to your premises). They are responsible for any faults and power outages that might occur. If you have a gas fault or power outage, it’s important to contact the distributor in charge of your area for a fast and safe response. To contact your distributor click the below link.
What’s the difference between an energy retailer and a distributor?
The distributor (or network provider) owns the wires and cables and are responsible for transmitting power from the generator to your property. As a retailer we interact with customers and manage the billing side of things
What are your hours of operation?
We’re open between 8:30am – 5:30pm Mon to Fri and Saturday 10am – 4pm (except for Public Holidays)
How do I contact GloBird?
You can phone, email, or use online chat. Click below for a full list of contact methods
What do I do if I’m moving property?
Let us know. You can call us on 13 3456 and we’ll arrange the power to be switched on and ready at your new place. Alternatively you can sign up on-line and select the day you want the power switched on. Please give us as much notice as possible so we can have the power on and ready for you.
Why is there a peak and off-peak electricity rate?
The demand for electricity changes; there is usually higher demand for electricity during the day especially on hot days when people are using air conditioning. Busy peak times can place a strain on the electricity networks. That’s why off-peak electricity is charged at a lower price, this encourages energy users to consume their electricity outside these busy times. Off-peak refers to lower, discounted electricity prices during specific times. Off-peak times are generally when homes and businesses use less electricity like night time or on weekends. Click below to learn more about how the energy market works.
What’s the difference between an actual meter read and an estimate?
Where possible we will always provide you with a bill based on your actual electricity usage, however in some cases we may not be able to get access to your meter. In these cases we will use your usage history to estimate your energy usage and send you a bill based on an estimate. Your bill will tell you if we have used an estimate to calculate your bill.
Do I get a discount for paying my bill on time?
We like to reward customers when they pay their bill on time with a generous discount, most of our plans have a conditional pay on time discount.
Can I set up direct debit?
Yes, we can automatically debit your bank or your credit card when your bill falls due. Setting up a automatic direct debit payment is a great way to make sure you never miss a bill and therefore guarantee getting the max pay on time discount attached to your plan.
How can I reduce my energy usage and lower my bill?
Click below to go see a list of simple energy saving tips.
How can I learn more about the information on my bill?
There is a lot of information on your bill. Click below to see an explanation about most items on your bill
How can I pay my bill?
You can pay your bill using BPay, automatic credit card payments, manual credit card over the phone or online. You can also send a cheque or pay in person at the Post Office or at any Commonwealth Bank. A full list of payment options are shown on your bill.
How do I know if I'm getting a concession?
Information regarding your concession amount is shown on the first page of your electricity bill under Electricity Charges Summary. For more information on concessions click the below link
Will the faults and emergency contact number change when I switch?
No, energy retailers don’t own or operate the wires and poles. The power that is supplied to your premises remains the same and is managed by an independent government regulated network company. You still contact them on the same number. There are 5 network areas in Victoria.
What is a 'controlled load'?
A 'controlled load', sometimes called a 'dedicated load', usually refers to a separate tariff for a dedicated system like an electric hot water system. You can tell if you have a controlled load tariff by checking your current bill.
Which plan is best for me?
If you have an existing bill handy you can use our on-line comparison tool. It will recommend the most cost effective plan based on your actual energy use. Simply click here to run the numbers.
What fees do you charge for re-energisation?
Click below to see a full list of fees and charges
What fees do you charge to change tariff?
In order for us to change your tarrif type, we need to re-configure your meter. Click below to see a full list of our fees and charges incluing "meter reconfiguration"
How come my bill seems higher than usual?
There are lots of things that can affect your bill. Click Here to learn more
What is a demand charge?
A demand charge is a fee based on the maximum amount of power you use (in any half hour block) during the month. To minimise your demand charge; spread your power use evenly across the day; and avoid using lots of power at once. Read more about demand charge click here.
Why does the GST appear to be more than 10% for solar customers?
The important thing to note in that the GST is calculated first, before subtracting the solar rebate.
The front first page of the bill only contains a summary of the total charges of your bill.
The second page contains a more detailed breakdown of the charges and rates.
Most of the components that make up your bill are subject to the GST.
However, the solar feed-in portion in not subject to GST.
For example:
If your "electricity usage" and "daily supply charge" come to $100.
The $100 attracts a GST of $10
This makes the total $110 including GST
If the solar generation you produce comes to $60, this will reduce the amount you have to pay from $110 to $50.
In the summary on the front of the bill it will show total for the bill of $60 that includes a GST of $10.
What do the "Index reads" on your bill mean?
The index reads are the total of all accumulated energy that has passed through your meter. This is a data recording on your smart meter. The read includes the total registered consumption from each register since the day the meter was installed. It is important to understand that this read is indicative only. It shouldn’t be used to calculate your electricity charges. For example, if you have solar, there will be a register of: power consumed from the grid, power consumed from your solar, plus any surplus power sent back to the grid. By adding these figures together, you will arrive at a different figure than the power you are being charged for.
Why are there two concession amounts on my bill?
Like many energy companies, your GloBird Energy invoice contains TWO invoice amounts. One is the Total amount due, the other is the Discounted amount due. The concession is applied as a percentage of your energy bill so GloBird will show you the concession amount for both the full amount, and the discount amount.
Here is an example of how it works. If your energy plan comes with a 30% pay on time discount, and your energy bill was $100 before discount, then the discounted amount due would be $70. To keep the example simple lets imagine the concession is 17%. If you paid the bill after the due date, you would receive a concession of 17% of the $100 = $17. However if you pay the bill before the due date you would get 17% off the $70 = $11.90.
DHS explain how concessions are calculated as "based on the remaining account balance once any retailer discounts and/or solar credits have been applied".
Read more click here.
Why have I started getting zero solar? Is something wrong?
If you solar system was working fine, and all of a sudden you start getting zero feed-in. The first thing to consider is the invertor. According to choice magazine "The inverter is the component most likely to have a problem"
https://www.choice.com.au/home-improvement/energy-saving/solar/articles/solar-power-survey-results
According to solaranalytics.com, inverter faults account for almost 50% of major solar system failures. Typically when an inverter fails, the whole system shuts down and produces zero energy. There are many potential causes of inverter failure, and these need a qualified solar electrician to diagnose the issue. If you do have a fault, always check your warranty.
https://www.solaranalytics.com/au/blog/are-my-solar-panels-working-properly
What does a smart meters do?
Smart meters have 3 main benefits with over basic meters.
A smart meter sends remote readings digitally, removing the need for manual visits to your property.
They record your electricity consumption every half hour, so you have information that can help you manage and improve the way you use energy.
Connections can usually be done remotely when you move-in to your new place making the process easier.
What’s the difference between a standing offer and a market offer?
All retailers are required to have a standing offer available, however 99.9% of all GloBird customers are on a Market Offers. A standing offer is a default contract with energy prices set by the energy retailer. Standing offer rates are usually much higher than more completive Market Offers. The energy market was deregulated in 2001, since then Victorians have been able to choose their preferred electricity retailer. However many customers did not switch, and remained with their original retailer. In many ways they did not benefit from increased competition because they did not seek out the most competitive product on the market. If you have never actively switched providers or changed contract, its highly likely you are on a Standing Offer. Market offers are generally more competitive and often have benefits like discounted rates. Give us a call on 13 3456 and we will compare your bill to see how much we can save you.
Is it possible that there can be a human error when obtaining gas meter reads?
Gas meters are still manually read by human beings. So it is possible that the distributor in charge of reading meters in your area could potentially make a mistake. However even if there was a mistake by the meter reader, it will always even out on the next meter read. Any incorrect read would either be lower than it should be, or higher. However, once the next read is done, it will always balance out.
Example; imagine you get billed once every month. The last three monthly reads from your meter were 2000, 3000, 4000. That means you used 1000 units every month for three months. Let’s imagine you pay $1 per unit. You should be billed for $1000 a month. This equals $3000 for all three months. However; imagine the meter reader made a human mistake and instead of recording 3000 as your second month’s read, they recorded a read of 3800. You would have been billed like this: 1000 units in month one, 1800 units in month two, but only 200 units in month three. This still equals $3000 for all three months. The result would mean that one bill is higher than it should, but the next one is lower. It will always balance out in the end.
How can I find my latest invoice in my email inbox?
If you don’t see your email bill in your inbox it could be due to the way your email provider categorises your email.
Here are a few things you can check:
- Is it in your spam folder?
- Was it moved to the Junk folder?
- Microsoft email providers such as Hotmail ,Live and Outlook split your email inbox into "focused" and "other" check both tabs.
- Gmail tries to categorise your mails, check the different categories under the "Categories" folder.
Once you have found an email from us it will help if you can add us to the safe senders list. This can be done by viewing the email and usually in the top corner there is an actions menu. Click on the menu and then select "Add to Safe Senders"