How is my Control-a-bill amount calculated?
If an existing customer your payment amount is calculated based on your previous energy consumption and takes into account any balance on your account. If you're a new customer and your previous usage is not available this will be estimated based on the information you provide to the questions asked on our online Control-a-bill Calculator or with our Call Centre representative over the phone.
Your payment amount is calculated based on your average energy consumption 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. We will review your Control-a-bill arrangement at least once every 12 months, or sooner if it appears that your payments are not covering your usage. If your account is in credit or debit when we complete the review, your fixed payments may be adjusted accordingly.
For Control-a-bill why do I have to pay via direct debit?
Control-a-bill is a fixed (auto) direct debit payment option only, and only works when paying via direct debit. We cannot set-up Control-a-bill via any other payment method. Note, we also need your direct debit details and the agreed Control-a-bill payment amount and frequency to be able to process and calculate your first month's payment free discount.
What payment options can I choose?
You can choose your payment date and how often you pay (weekly, fortnightly or monthly) and we'll simply work out what your payment amounts will be based on this. And you can calculate your payment amount using our online Control-a-bill Calculator.
How will I be invoiced/billed by Genesis?
You'll be billed monthly regardless of whether your Control-a-bill payments are weekly, fortnightly or monthly. Your Control-a-bill payment(s) will show up on your Genesis monthly Invoice as ‘Direct Debit Auto' line item(s). See example below:
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What if I'm paying too much and my account is in credit can I get a refund?
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.
Who reviews and adjusts my payments?
We will review your Control-a-bill 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.
Can I cancel a scheduled Control-a-bill payment?
You are not able to cancel a scheduled payment as your regular Control-a-bill 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.
Can I cancel my Control-a-bill arrangement but remain a Genesis Customer?
If you wish to cancel your Control-a-bill arrangement, 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.
Can I cancel my Control-a-bill arrangement and switch away from Genesis?
If you're signed-up to a Control-a-bill 24-month or 12-month fixed term plan, and you want to switch away from Genesis there may be an early cancelation fee charged of up to $200 including GST per customer for a 24 month plan, or $100 incl GST for a 12 month plan.
What if my bank account details change or I want to change the frequency/amount of my payments?
Call 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 Control-a-bill to a new address?
If you change address and you request or authorise us to transfer your Control-a-bill arrangement from your old address to the new one, you will not need to create a new arrangement.
What will happen if I miss a payment?
In the event you miss any of your Control-a-bill payments, we may cancel the Control-a-bill arrangement and advise you in writing. The Prompt Payment discount for the missed payment will be reversed and a dishonour fee will also be applied to your account. If you wish to resume a Control-a-bill arrangement, please contact us to discuss.
What if I am paying too much or too little?
We will monitor your payments to ensure that they align with your energy consumption, subject to seasonal changes, and will contact you to discuss if there is any misalignment. Alternatively, you can contact us if you feel that you are paying too much or too little and we can review your payment amount.