ReliaBill lets you take control by evening out your payments, so you pay the same amount weekly, fortnightly or monthly.
Payments will be automatically debited from your nominated bank account
We’ll make sure your payments are in line with your usage and let you know if they need to change
You can easily make changes to your payments
To set up ReliaBill, Live Chat with us and we can discuss what your payment amounts would need to be.
Am I eligible for ReliaBill?
Reliabill is available to all existing and new Genesis Energy residential and small to medium enterprise customers for electricity, reticulated natural gas and/or bottled LPG supply, provided that you must not be in arrears on any of your energy accounts.
How are my ReliaBill payments calculated?
Your payments are calculated based on your average energy usage over 12 months and takes into account any balance on your account.
If your previous usage is not available, this will be estimated based on the information you provide.
How are my payments reviewed?
We'll review your payments at least once every 12 months, or sooner if it appears that they're are not covering your usage.
If your account is in credit or debit when we complete the review, your fixed payments may change accordingly.
How will I be invoiced/billed by Frank Energy?
You'll be billed monthly regardless of whether your Reliabill payments are weekly, fortnightly or monthly. Your ReliaBill payment(s) will show up on your Frank Energy monthly Invoice as ‘Direct Debit Auto' line item(s).
How will I know my payments have changed?
We’ll tell you at least 10 days before the change becoming effective by email or letter.
For ReliaBill why do I have to pay via direct debit?
ReliaBill is a fixed (auto) direct debit payment option only, and only works when paying via direct debit. We cannot set-up ReliaBill via any other payment method.
What if I'm paying too much and my account is in credit, can I get a refund?
Your payments average your usage over 12 months, so you’ll likely see a credit build in summer which will be used in winter.
If your credit gets too high, we’ll review your payments and potentially lower this.
You may request for a credit balance to be refunded. This will be at our discretion and your payment amounts may need to increase to ensure that your usage is covered.
What if I'm paying too little and my account has a debit amount, what does this mean?
If we see your account is in debit your fixed payments may be adjusted up accordingly to correct this. We'll notify you prior to changing it. We may also request your debit balance to be paid off.
What if I need to defer a payment?
We need a minimum of 2 business days’ notice before your payment date. You can defer a payment by calling us on 0800 086 400 and following the steps in our IVR. or by Live Chatting with our team.
Your payment will be split across your next two payments.
Once the deferred balance has been paid, your payments will return to the normal.
Can I cancel a scheduled ReliaBill bill payment?
You are not able to cancel a scheduled payment as your regular ReliaBill payments are set to be consistent with the amount of energy that you use. You can defer a scheduled payment by up to five days.
What will happen if I miss a payment?
If you miss any of your payments, we may cancel the ReliaBill and tell you in writing. A late payment fee and/or a dishonour fee may apply to your account.
If you wish to resume your ReliaBill, please Live Chat with us.
Who reviews and adjusts my payments?
We will review your ReliaBill arrangement at least once every 12 months, or sooner if it appears that your payments are not covering your usage. But you're best to keep an eye on it too. If your account is in credit or debit when we complete the review, your fixed payments may be adjusted up or down to cover your energy consumption. We also may request any debit balance be paid off.
How will I know my payments have been adjusted?
If your payment amounts are adjusted, we will advise you at least 10 days prior to the date the new amount becomes effective.
Cancelling my ReliaBill arrangement
If you wish to cancel your Reliabill arrangement but remain a Frank Energy customer, please contact us at least 2 business days before your next payment is due, and you can revert to regular monthly invoicing. Any debit or credit amount on your account, will be applied to your next energy bill.
What if my bank account details change or I want to change the frequency/amount of my payments?
Contact us at least two business days before your payment is due and let us know so that we can update your details and ensure that your arrangement can continue without any interruptions.
Can I transfer my ReliaBill to a new address?
If you change address and you request or authorise us to transfer your Reliabill arrangement from your old address to the new one, you will not need to create a new arrangement.