ReliaBill – Frequently Asked Questions

ReliaBill helps smooth out your energy costs by spreading payments evenly across the year. You choose how often to pay — weekly, fortnightly, or monthly — and we’ll automatically debit the amount from your nominated bank account. We keep an eye on things to make sure your payments match your usage and let you know if they need to change.

How do I set up ReliaBill?
Live Chat with us and we’ll work out payment amounts based on your usage and account balance. Once you’re happy, we’ll set up automatic direct debits from your nominated bank account.

Am I eligible for ReliaBill?
Yes — ReliaBill is available for electricity to all new and existing Frank Energy residential and small‑to‑medium enterprise customers, as long as none of your Frank Energy accounts are in arrears.

How are my ReliaBill payments calculated?
We estimate your average energy usage over 12 months and factor in any balance on your account. If we don’t have enough past usage, we’ll use the information you provide to make a reasonable estimate.

How often will you review my payments?
We review ReliaBill at least once every 12 months — and sooner if it looks like your payments aren’t covering your usage. If your account is in credit or debit at review time, we may adjust your payment amount to suit.

How will I be billed?
You’ll receive a monthly Frank Energy invoice. Your ReliaBill payments — whether weekly, fortnightly, or monthly — will appear as ‘Direct Debit Auto’ line item(s) on that invoice.

How will I know if my payments change?
We’ll email or write to you at least 10 days before any new amount takes effect.

Why direct debit only?
ReliaBill works as a fixed, automatic direct debit arrangement. It can’t be set up using other payment methods.

I’m paying too much — can I get a refund of my credit?
ReliaBill smooths payments across the year, so it’s common to build a credit in summer that helps cover higher winter usage. If your credit grows too much, we’ll review your payments and may lower them. You can also ask for a credit refund — this is at our discretion, and your future payments may need to increase so they continue to cover your usage.

I’m paying too little and my account is in debit — what happens?
If your account falls into debit, we may increase your ReliaBill amount to get you back on track (we’ll let you know beforehand). We may also ask you to pay off any debit balance.

Can I defer a ReliaBill payment?
Yes. Give us at least 2 business days’ notice before the payment date — call 0800 086 400 (follow the self‑service steps) or Live Chat with us. The deferred amount will be spread across your next two payments. After the deferred balance is cleared, your payments return to normal.

Can I cancel a scheduled ReliaBill payment?
No — ReliaBill payments are set to align with your expected usage, so scheduled payments can’t be cancelled.

What if I miss a payment?
If a payment is missed, we may cancel your ReliaBill and will let you know in writing. A late payment fee and/or dishonour fee may apply. If you’d like to resume ReliaBill later, please Live Chat with us.

Who reviews and adjusts my payments?
We do. We’ll review your arrangement at least annually, or sooner if needed. If your account is in credit or debit, we may adjust your payments up or down. We may also request that any debit balance be paid off.

How will I know my payments have been adjusted?
We’ll contact you at least 10 days before any change takes effect.

How do I cancel ReliaBill altogether?
If you want to cancel ReliaBill but stay with Frank Energy, contact us at least 2 business days before your next payment is due. We’ll switch you back to regular monthly invoicing. Any credit or debit on your account will be applied to your next bill.

What if my bank details change or I want to change my payment frequency/amount?
Let us know at least 2 business days before your next payment so we can update your details and keep your ReliaBill running smoothly.

We’re here to help — jump on Live Chat via our website.