Who is eligible for a Happy Hours?
A Happy Hours email was sent to eligible customers on 15 December 2023. To be sure it is your invitation, you will see your customer number at the top of the booking form.
I didn’t get a Happy Hours email. Can I get 5 hours of free power?
To be eligible for this Offer you must meet the eligibility criteria:
1. Be an existing Frank Energy residential electricity customer at the offer date
2. Have your primary electricity residence with Frank Energy
3. Have a smart meter installed at your property with regular half hourly daily reads
4. Have received an invitation to participate in this offer by way of an email from us (email communication only)
Where do I go to get my Happy Hours?
Your Happy Hours email contains a unique link to the booking page which automatically registers which customer number you’re booking it for; your link is only for your address.
When can I have my Happy Hours?
From your Happy Hours email, you can pick any 5 hour (consecutive) time period on 25 December 2023
You can change you chosen time period right up until 11:59PM, 24 December 2023 but after that, it’s locked in.
I got an error page when trying to book my Happy Hours.
If you’re having trouble accessing the page, please try a different internet browser.
How can I see what I booked?
Find your confirmation email or alternatively, click the green “BOOK NOW” button / link in the invitation email again, and the booking page will display the day and time you selected.
Please note that at the end of the selection period 11:59PM, 24 December 2023, the last (i.e. the most recent) confirmed timeslot that was submitted through the booking page will be locked in and will overwrite any previous submissions.
I’m worried I’ll forget my slot.
When you book, you will get a confirmation email, but we recommend adding a reminder in your phone, diary or on the calendar. Please note that if you change the time later, you will not get another confirmation email.
I have picked a date for my Happy Hours, and I need to change it.
Don’t worry, you have up until 11.59pm on 24 December 2023 to pick the time you want.
I forgot about my free power period, can I book it now?
If before the end of the selection period:
Yes, you can change it up until 11.59pm on 24 December 2023
If after the end of the selection period:
Unfortunately once the selection period has ended, we cannot change it as we have already locked in your choice and will be calculating the credit. However keep an eye out for more Happy Hours in future.
How can you work out exactly what I used and make it free?
Your meter will record the consumption used during your Happy Hours. Once Christmas Day is done, we will get a download of what was selected for everyone.
We’ll run some calculations (based on what you get charged per kWh and per day) and while this can take a few days, we do this to make sure it matches what you have been charged – unless, in the very rare circumstance that we weren’t able to get the consumption from the meter, in which case we will estimate the value.
Where will I see it on my bill?
Once we’ve done the calculations, we will get your Happy Hours credited back to your electricity account. This will happen by 1 February 2024 – so if you receive a bill that doesn’t have it yet, it might have missed that cut off and be on the next one. It will show on your invoice under the “Other Transactions” section and will be deducted from your balance owing.
I’ve just moved house, can I get Happy Hours at my new place?
New addresses and customer numbers can’t be added once the promotion has started as the data is already locked in and ready for the redemption process.
Can I gift my Happy Hours to a mate?
Changes to customer numbers can’t be done once the promotion has started as the data is already locked in and ready for the redemption process.
If they aren’t a customer, check out the Friend Get Friend option in our app – if they sign up using the link you send them from the app, then you’ll both get a $50 bill credit.
I have more than 1 property with Frank Energy, why did I only get one offer? Which property is it for?
The offer is only for one property per eligible customer.
You can see which customer number it is, and the address, on the email we sent you and you can match to your customer number on your invoice.