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The UrbanChain team
Support & Help Centre

We're here
for you.

Whether you have a billing query, need help with your meter, or want to understand your contract, find everything below.

How your electricity is generated

Understand how your renewable energy is sourced, matched, and tracked on a half-hourly basis.

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Changing occupancy

Moving into or out of a premises? Let us know so we can open or close your account smoothly.

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Deemed electricity rates

Find out what rates apply when you take over a site already supplied by UrbanChain.

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Making a complaint

Not happy with our service? Here's how to raise a complaint and what to expect from us.

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Accessing your site

What to expect when an engineer or UrbanChain representative visits your premises.

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Emergencies

In a gas or electricity emergency, here's who to call and what to do immediately.

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Metering charges

Understand monthly metering charges for your supply, including MOP, DC, and DA rates.

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Adhoc fees

Pass-through charges like manual meter read fees: what they are and when they appear on your invoice.

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Erroneous transfers

Been switched to the wrong supplier by mistake? Find out how we resolve it quickly.

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Late payment fees

How late payment fees work, how to avoid them, and what to do if you're having difficulty paying.

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Meter disconnections

When disconnection may occur, your rights, and what debt support is available.

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What to expect when you join UrbanChain

From signed contract to your first bill: exactly what happens during onboarding, step by step.

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MHHS FAQs

Market-wide Half Hourly Settlement: what it is, when it happens, and how it affects your meter and bills.

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FAQs

FREQUENTLY
ASKED.

Why is UrbanChain less volatile than wholesale energy?

How does it work?

How is UrbanChain energy generated?

Is UrbanChain renewable energy traceable?

How does local energy work?

Get help

STILL NEED
HELP?

Our team is available Monday to Friday, 9am to 5pm. Choose a topic below and we'll get back to you as soon as possible.

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