Introduction

Your Customer Portal was designed with the customer in mind – it allows you to:

• Manage your account details,
• Access invoices and usage history,
• Access your payment history,
• Set up your Direct Debit/Change your payment method.

To access your online account, visit the following link: https://custport.activeutilities.com.au/

If you are already registered, simply log in. If you are not registered for our online portal or have forgotten your password, follow these online portal registration instructions:

1. Click the Forgot my password / Activate my account link
2. Enter your customer number (eight digits, 12345678)
3. Click Submit.
4. You will receive an email to the email address we have on file for you, containing a link to set your password and access your Active Utilities account online.

When you log into your Customer Portal you are presented with 4 options. These include:

1. Bills and Payments
2. My Usage
3. Property
4. My Account

Bills and Payments

On this tab, you can:

1. View all invoices and payments made
2. View your balance
3. Request an extension
4. Save transactions

DIAGRAM 1: Your customer Portal Bills and Payments screen

Requesting an extension 

Payment extensions can be requested here if the invoice is not overdue. Once overdue, please email [email protected] or call 1300 587 623 for assistance.

Saving Transactions

Invoices issued, and payments made can be viewed and saved on this tab. 

Please note that invoices are loaded onto the system monthly at the end of the bill run period. As Active Utilities run multiple bill runs it is dependent on what cycle you fall into as to when the data will be available via your customer portal.

My Usage

This Tab allows you to: 

• View your usage 
• Compare your usage per bill period, and understand the impact of seasonal fluctuations
• View daily usage
  ** Please note that actual daily usage is only available for electricity smart meters. Non smart meters will only reflect your total monthly usage and show the average result in the daily data across each month.
• Save your usage

Property

 This tab reflects your property details including: 

• Site details
• Address
• Meter details
• Payment Plan and 
• Your rates

My Account

Keeping your billing and contact details up to date is critical to ensure you receive your accounts in a timely manner. This tab allows you to control critical contact information i.e. Billing Address, Contact Number, E-mail address etc. You also can select your bill delivery method i.e. Mail or E-mail.

By using this tab, your personal information should never be out of date. Changes are immediate on your account once you hit the save button.

Here, you can:

Create an enquiry requesting assistance from our Customer Service team.

• Select your bill type preference. The default setting is for bills to be issued via email. You can however, choose for invoices to be sent by post for a small charge.
• View and update your personal contact details
• View payment options and make payment
• Direct Debit can be processed here.
  • Direct Debit will deduct the due amount of the bill on the due date of the invoice received OR
  • Change your Direct Debit information i.e. You can update Credit Card details etc.
• Once saved, changes take effect immediately.

****IMPORTANT****
Please note that Active Utilities does not collect or store any private financial information.
This is stored by your bank only.

Customers Without Internet Access

At Active Utilities we understand that not all customers have access to the Internet. As alternative solutions:

• For bill payments you can contact us by phone on 1300 587 623 to pay a bill. This service does not allow you to apply direct debit, however, this can only be done online.
  
  
• You can also contact our office on 1300 587 623 for access to all information available on your customer portal.