Fees for connecting, disconnecting or reconnecting a service vary according to the service, location, work required and regulatory arrangements applying to your account.

Before requesting a service, please review the applicable fee schedule or contact us for assistance.

Why fees vary

The amount charged may depend on:

  • the state or territory in which the premises are located;

  • whether the service is electricity or another utility service;

  • whether we supply you as an authorised or licensed retailer or as an exempt seller;

  • the applicable distributor, metering provider or contractor;

  • whether the work can be completed remotely;

  • whether physical attendance is required;

  • the time and day the service is requested; and

  • any unusual access, safety or technical requirements.

Any fee shown in a fee schedule remains subject to the laws, rules, codes and price restrictions applying to the customer and service.

Connection and reconnection

A connection or reconnection fee may apply where:

  • a technician, distributor, metering provider or contractor must attend the premises;

  • a manual meter operation is required;

  • the request requires same-day attendance;

  • work is requested outside standard service hours; or

  • another external cost is reasonably incurred in completing the service.

A remote connection or reconnection will be free where the relevant fee schedule and applicable regulatory requirements provide for a free remote service.

Same-day service is subject to the request cut-off time, technician availability, safe access and any distributor or metering-provider requirements.


Disconnection and finalisation

A disconnection or finalisation fee may apply where physical attendance, meter work, a final meter reading or isolation of the service is required.


The applicable fee will depend on the work performed and the requirements applying to the service.


If you are moving out, please contact us as early as possible so we can arrange a final meter reading or disconnection where required.


Other service fees

Depending on your service and fee schedule, other charges may apply for services such as:

  • special meter readings;

  • additional site visits;

  • appointments where safe access was not provided;

  • dishonoured payments;

  • paper bills;

  • card payments;

  • meter testing or replacement requested by a customer;

  • after-hours attendance; or

  • other customer-requested work.


Some fees may not apply to particular customers, services or jurisdictions.


Payment difficulty, hardship, family violence or other vulnerability circumstances may also affect whether certain fees are waived. Contact us if paying a fee would cause difficulty.


When a fee will not be charged

We will not charge a fee where charging it is prohibited under the regulatory requirements applying to your account.

A fee will not be charged where:

  • the relevant service is stated to be free in the applicable fee schedule;

  • a remote service is available and required to be provided without charge;

  • the fee exceeds an applicable regulatory cap or restriction;

  • the charge arises from an error for which Active Utilities is responsible; or

  • another applicable requirement prevents the fee from being charged.

We do not impose security deposits.

Same-day and after-hours requests

Same-day attendance may be available for requests received by 3.00 pm AEST, subject to availability and the requirements applying to the site.


Where a physical attendance is required:

  • a request received before 10.00 am AEST may be eligible for same-day service without an additional same-day fee where stated in the applicable fee schedule;

  • a request received between 10.00 am and 3.00 pm AEST may attract the applicable same-day attendance fee; and

  • a request received after 3.00 pm AEST, on a weekend or on a public holiday may require an after-hours quotation.


These arrangements do not guarantee same-day completion. Site access, safety, technician availability and distributor or metering-provider requirements may affect timing.


They also do not override any regulatory timeframe that requires the service to be completed sooner.


Find the fee schedule that applies to you


Select the schedule corresponding to the business named on your bill, the service supplied and the location of your premises:


Active Utilities—Electricity Fees and Charges and Hot Water Supply Fee Schedule


Savant Energy—Electricity Fees and Charges,  and Hot Water Supply Fee Schedule


If you are unsure which schedule applies, check the legal entity and service description shown on your bill or contact us.


Call: 1300 587 623


Email: service@activeutilities.com.au


Questions or complaints about a fee


Contact us if you:

  • do not understand a fee;

  • believe the incorrect schedule has been applied;

  • believe the amount is incorrect;

  • believe the service should have been provided without charge;

  • are experiencing payment difficulty; or

  • wish to dispute a charge.


We will review the fee and explain the outcome.


If you are dissatisfied with our response, see our  Complaints Policy page. for information about escalating your complaint or contacting the applicable energy and water Ombudsman.