The Smart Energy Revolution has arrived

We are launching in VIC, QLD, ACT, NSW and SA very soon.

Leave your email to be one of our first customers. When it’s your turn to come on board our team will be in touch to guide you through the process.
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Browse our most Frequently Asked Questions

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Call us on 1800 531 907
Q
Where is Amber available?
We are launching in VIC, NSW, SE QLD, ACT, and SA in the next few months. You can sign up to get early access here.
Q
What makes Amber different?

Amber is a completely new business model: We use wholesale prices to rebuild trust and enable more renewables. What’s so different about that? Well, traditional retailers sell electricity at a flat price, but they all buy electricity at the wholesale price, which changes every 30 mins based on supply and demand – and is increasingly driven by the availability of renewables.

Traditional retailers turn changing wholesale prices into a flat price through expensive hedging strategies. Instead of taking a retail margin, which can be over $1,000 a year, we charge a flat fee of $10 per month to give you access to real wholesale electricity prices, allowing you to benefit from using cheaper renewable power. That means we will even pay you to use power when wholesale prices are negative.

Because we charge a flat fee, our only incentive is to help you reduce your electricity costs. This creates a model of trust and partnership - where we all can win together. We like to call it the Smart Energy Revolution. Read more on our How it Works page.
Q
Is Amber a licensed retailer?
Amber is not a licensed retailer. The retailer and provider of energy to customers of the Amber energy product is Energy Locals Pty Ltd ACN 606 408 879, a licensed electricity retailer (trading under business name Amber Electric Retail Services).
Q
Does Amber offer gas?
Unfortunately we don't offer a gas plan as we're focused on delivering the best possible electricity product to enable a renewable energy future.
Q
Do you have an app?
Yes, we do! Our customers can download our app (available for iOS and Android users) and check real-time prices and forecasts, usage history and solar exports straight from their phones.
Q
Is Amber available to small businesses?
Amber is only available to residential customers at the moment, but we plan to expand to SME customers in the future.
Q
How do I sign up to Amber?
The sign up process is 100% online and takes less than 3 minutes. After that we do the rest and will guide you through the process. There are no lock in contracts or setup costs.
Q
Does it cost anything to switch to Amber?
Nope - there are no upfront costs when switching to Amber. If you don’t have a smart meter, then we will install one for you. The smart meter is installed by a "Metering Services Provider", who then own the meter and charge us to get access to your data. The cost is about $75 a year and we've already included the ongoing cost of this in the total Daily Supply Charge on our Pricing page.
Q
What happens after I sign up?
It’s all pretty simple - here’s an overview of what is going to happen:

Cooling-Off Period: When you switch to Amber, you are given 10 business days to change your mind. This is called a “cooling-off” period. During that period, you will probably get a call from your old retailer confirming you want to leave. 

Meter Read: After the cooling-off period, we start working: the first thing we need is to get a meter read so you can get a final bill from your old retailer. If you’ve got a smart meter this will happen straight away. If you have an old-fashioned meter, we will arrange your meter read within a few days. Once this is done, you will officially be an Amber customer (we will send you an email to confirm). 

Smart Meter Installation: If you already have a smart meter, we will start collecting your data straight away and you don’t need to worry about anything else. If you do need a smart meter, we will kick start the installation process for you. We work with a third-party supplier and they usually take from 3 to 5 weeks to come to your house (we will let you know a week before in case you have any scheduling conflict). 
Q
What if I want to leave Amber?
We don’t have any lock-in contracts or exiting fees, so you are free to leave at any stage (but we are pretty sure you are going to like us).
Q
Will I lose power?
No. Shifting electricity retailers doesn’t mean changing any wires or anything. If we need to install a smart meter this will create a brief disruption to your power, usually for about an hour, but you’ll be informed before this happens.
Q
Do I need to tell my current retailer I'm leaving?
Nope, we’ll handle the break-up. You might get a call from them begging you to comeback, but you know what to do.  
Q
I have life support equipment, can I sign up?
You can, but you need to let us know immediately so we can record that.
Q
What exactly is a smart meter?
A smart meter measures and records your usage data at 30 minute intervals and transmits it to the electricity network regularly using 3G. This means you can be charged the wholesale electricity price for your usage as at each 30 minute interval. This way you also get your usage data everyday instead of only once every 3 months when someone drives by and reads your meter.
Q
How much will the smart meter cost me?
There's no upfront cost for a smart meter, as technically you don't own the smart meter and neither do we. Instead, the smart meter is installed by a "Metering Services Provider", who then own the meter and charge us to get access to your data. The cost is about $100 a year and we've already include the ongoing cost of this in the total Daily Supply Charge on our Pricing page.
Q
Can I get a smart meter if I'm renting or in an apartment?
You sure can. Installing a smart meter shouldn't have any impact on other apartment owners in the building, or on any future tenants in the property. If new tenants decide to use a different retailer from Amber then they can keep that Smart Meter and use it with a new retailer at no cost from us.

If you have any concerns, it's a great idea to check with your landlord or building manager first.
Q
What happens to my smart meter if I leave Amber?
You'll be able to keep that smart meter and use it with your new retailer with no additional costs from us.
Q
What happens when a smart meter gets installed?
Smart meter installation needs to be done by a certified electrician. When you sign up to Amber, we'll work with metering companies to coordinate your installation. Once you've got a date for installation, the electrician will remove your old meter and install the new one in the same spot. This might involve you losing power for a little while (usually less than an hour). Once everything is working, you’re good to go with, and we can start giving you real wholesale prices for your usage.
Q
What exactly are wholesale prices?
All energy retailers buy their electricity from the same wholesale electricity market, where prices are set every 30 minutes. The wholesale price is the true price for your usage that Amber (and other retailers) have to pay to provide you energy. The wholesale price includes wholesale energy costs (which vary every 30 mins), hedging costs, the rates charged by your local network (who own the poles and wires), metering costs and regulated charges for environmental schemes and market operations. We also add on a carbon offset to make your energy use carbon neutral.
Q
How will you determine my monthly bill?
With Amber you get direct access to wholesale prices for a flat fee of $10 per month. Your bill will be broken down into:

Usage costs: We only charge you for your energy usage in each 30 min interval based on what the actual wholesale price was at that time. This means that you can save even more by shifting some of your usage to when wholesale prices are lower (as shown in our app). This component includes the wholesale energy costs (which vary every 30 mins), hedging costs, network usage costs, environmental costs and market operation costs.

• Daily Supply Charge: This includes the fixed daily network supply cost, metering costs and Amber’s $10/month fee.

Offset: The chosen offset included in your plan (Carbon Neutral or GreenPower) so you can relax knowing your energy usage is carbon neutral.

Solar exports: If you have solar, we will pay you for the energy you export to the grid at the actual wholesale energy price. So essentially you get paid the same amount a big generator would get (It's a little higher than that as we also pay you for loss factors and environmental costs). That means your FiT (Feed in Tariff) varies depending on when you export power and you’ll receive more during summer when wholesale prices are usually higher.

To check the average wholesale price, the average Feed in Tariff and daily supply charge for your area, check out our Pricing page.
Q
Does Amber offer any rebates or concessions?
Generally speaking any government concession you are currently on will be applicable with Amber - these are applied irrespective of what electricity provider you are with. If you are unsure, just send us an email and we can confirm for you.
Q
Does Amber offer any kind of price protection?
We've got you covered. We pass through the 30 minute wholesale prices directly, and this is typically significantly cheaper than the Government’s Default Market Offer, but to give you peace of mind we guarantee you will never pay more than the Default Market Offer over a year or we’ll refund the difference.
Q
How can I keep track of wholesale prices?
We provide a forecast to help customers who want to plan their electricity usage. If you have a power hungry appliance such as a dishwasher, all it takes is a quick look at your app to see whether it's a good time to turn it on. Small changes to your routine can have a big impact on your bill.
Q
What is a negative wholesale price?
Sometimes the wholesale price is actually negative due to surplus renewable energy in the grid. During these times we will actually pay you to use power! This is a great time to run your washing machine or charge your battery or Electric Vehicle. On the other hand during these times you will actually be charged for exporting power to the grid since the grid already has surplus energy.
Q
How do you charge me before I have a smart meter installed?
While we’re sorting out your smart meter, we can’t give you real-time prices because we don’t know your real-time usage. Your bill will be based on your actual total usage and the estimated proportions over the day. These estimates are used by the market operator to charge us, so we just pass these costs straight through. You can read more about that here.
Q
What payment options do you offer?
Two options for you here - either credit card direct debit or bank account direct debit.
Q
When and how will I be charged?
We will email your bill to you monthly, unless you decide to keep your basic meter, in which case you will be billed quarterly. We then process your payment automatically using the credit card or bank details you provided us during sign up, so you don’t have to worry about doing anything.
Q
Are there any penalties for late payments?
We have a standard late fee for payments of $16.

Where possible we like to avoid charging late fees, so if there’s something wrong when we try and charge your credit card or direct debit, we’ll give you a call and sort it out before resorting to late fees.
Q
How do you charge me before I have a smart meter installed?
While we’re sorting out your smart meter, we can’t give you real-time prices because we don’t know your real-time usage. Your bill will be based on your actual total usage and the estimated proportions over the day. These estimates are used by the market operator to charge us, so we just pass these costs straight through. You can read more about that here.
Q
I have a solar system, will you pay me the export prices?
We pay out wholesale prices for any electricity you feed into the grid, so essentially you get paid the same amount a big generator would get (It's a little higher than that as we also pay you for loss factors and environmental costs). That means your FiT (Feed in Tariff) varies depending on when you export power and you’ll receive more during summer when wholesale prices are usually higher. We also guarantee the minimum amount you will be paid for your FiT over a 12 month period is 8c/kWh in SA, NSW, ACT and QLD and 12c/kWh in VIC.
Q
I have a residential battery, is Amber for me?
If you have a residential battery and solar, you will typically only be buying power from the grid during the night when wholesale prices are usually low and hence will save significantly with Amber. We are working to develop our SmartShift technology to optimise your battery to minimise the cost of your imported energy and maximise the value of your exported energy. We will let you know when this is available.
Q
I have an Electric Vehicle (EV), is Amber for me?
Customers with Electric Vehicles (EVs) have a big opportunity to save significantly with Amber by setting a timer to charge their EV in the middle of the day or the middle of the night when wholesale prices are typically much lower than at peak times. We are working to develop our SmartShift technology to optimise your EV charger to run when wholesale prices are at their lowest levels.
Q
How can I save money with Amber and my smart home?
You can definitely set up your smart home to save money with Amber. For example, you can set timers to run certain devices during the middle of the day when there is often a lot of cheap solar in the grid and the middle of the night when there is often a lot of cheap wind power available. You can also remotely control your smart appliances when you're away from home to take advantage of cheap wholesale rates. We love helping customers optimise their homes and there's so much you can do, so don't hesitate to have a chat with us if you're interested and we'll work with you.

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Q
Where does my electricity come from?
Unless you’re generating it yourself, your electricity comes from the national grid (at least if you live on the Eastern seaboard). This is a giant machine of wires that connects all the generators (wind, solar, hydro, coal-fired) with all the users of electricity.  Once a generator produces electricity and pours it into the grid, it’s impossible to tell where the electricity that made your toast came from. Your retailer gets your electricity from the wholesale market, where users (retailers) and generators trade power.
Q
How do I support renewables with Amber?
You support renewables with Amber in two big ways. First of all, at Amber we only sell power that’s net zero emissions either through carbon offsets or renewable energy credits. Carbon-neutral is our default plan, but if you want to contribute more, you can opt for our 100% GreenPower plan instead.

The Amber model also empowers you to shift your usage to times when cheap renewables are coming through the grid. You can track those times through our app, by checking our 12 hour forecast. By doing this, you are creating more demand for renewable generators, helping to move Australia towards 100% renewable energy.
Q
What is the difference between the Carbon Neutral and a GreenPower plan?
When you choose our carbon-neutral plan (our default plan) we offset the carbon produced in generating your electricity by buying Certified Emission Reductions (CERs), recognised under the National Carbon Offset Standard (NCOS) which are generated by international sustainability developments which reduce CO2 emissions.

The GreenPower plan, on the other side, It’s a government-accredited scheme that enables consumers to buy ‘certificates’ generated by renewable energy sources which can offset usage from the grid. The GreenPower scheme acts as a financial transfer that operates on top of the electricity grid. Renewable generators are awarded certificates when they generate electricity, and consumers buy these certificates to offset their consumption. This essentially gives renewable energy a price premium over dirty sources, to encourage more development of renewable sources.
Q
I'm moving, can I stay with Amber?
If you’re staying within our distribution area, then sure! Just give us a call or email us as soon as you have your move-in date so we can make all the arrangements. If your new place does not have a smart meter, we will also need to install one for you.
Q
How do I change my credit card details?
Please get in contact by phone or email us at info@amberelectric.com.au and let us know you want to change your details.
Q
Does Amber offer any kind of rewards for referring a friend?
We're working on a referal program so you can recommend us to friends and get rewarded. In the meantime, if you want to refer a friend, get in contact with us so we can give you a special discount code.
Q
My power is out, what should I do?
We can’t control the wires, so the best thing to do is to call the network companies. You can find their contact information here.

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