Support and contact

No, we don't. We're proud to have no joining fees, exit fees or lock-in contracts when you switch to Arcline by RACV. You can easily switch to us in 4 easy steps and leave at any time. No commitments and no hidden fees.

New connection fees

The only time there may be a connection charge is if you're moving into or out of a property. Your local Network Distributor charges us a one-time fee for disconnections and reconnections. We bundle this charge through to you at cost price. Those fees are listed on  this page.

Switching is really simple - once you've spent 3 minutes giving us all of the important details, we can take care of the rest.

Choose one of the following ways to get started:

1. The easiest way to join is online. Enter your address, view our energy plans, then click 'Choose this plan'. The form is as simple as we could make it.
2. If you'd prefer to speak to someone, give us a call on 1300 884 849.
3. If you want us to call you back at a time that suits, just leave us your details. You can do this by clicking the 'Request a call back' button at the bottom of this page.

Arcline by RACV offers same business day connections for electricity if you sign up by 11am. For gas, we can usually have you connected in 2-4 business days.

If you're moving (or have moved) into a new property, we will work with your local network distributor to get it connected as soon as possible for you.

Network distributor charges

Your local network distributor charges a small fee for doing a connection. The fees are listed here and they will appear on your first bill.

Signing up online

Our website sign-up form will ask you to select a moving day at least 3 business days in advance. If you need earlier connection, choose the first available date then give us a call to see if we can speed things up. Remember, we can usually get same day connection for electricity if you sign-up by 11am on a business day.

Arcline by RACV won't tie our customers into fixed term contracts.

Other retailers may still leverage contracts as a way to retain customers. The good news is that many customers think they're stuck in a contract when, in fact, they aren't.

That’s where we can help - If you find you've been charged an early termination fee we'll cover the cost up to $50 if you are a residential customer. To receive the refund, you'll need to scan or take a photo of your bill (or attach a copy of your digital bill) and email it to:

support@energy.arcline.com.au.

Remember to check your current energy contract. If you've got it as a PDF, search for 'exit fee' or 'termination' and you should locate the right information.

The short answer is 'no' - you don't need to tell them anything.

We will take care of everything when switching over to Arcline by RACV, including the communication with your current retailer that gets sent via the Australian Energy Market Operator's systems.

The facts are:

• Once we take over the administration of your supply, your current retailer will send you a final bill.
• You do need to pay your final bill.
• You don't need to contact your current retailer.
• Your power supply should never be affected by switching.

When switching, your physical energy supply should never be affected. Here's what happens after you switch:

1. We'll enter your details and send you a welcome email.
   We'll load your details into our billing system and generate an account number. We'll email that to you within 2 business days of you joining.
2. We check your address with the energy industry operator's systems.
   We need to get an exact match to connect the right meter data with your account. If we can't get a perfect match, we might get in touch to ask for a bit more information.
3. We make the switch.
   We will switch your electricity within 2 business days and your gas usually within 10-12 business days. However, you still still have the 10 business days cooling-off period in case you change your mind. If you are moving home, your switch to us will take place on the date you want the power to be connected. However, you still have the 10 business days cooling-off period.
4. We tell your current retailer.
   We'll then tell your current retailer that you’re making the switch to Arcline by RACV.
5. We'll welcome you when you're properly on board.
   We will let you know once you've become a full Arcline by RACV customer. Your previous retailer will send you a final bill for your usage up to that date, and we'll take care of everything from that point onwards.

We're dedicated to taking care of everything necessary for you during this process. There's nothing that you need to do yourself after you switch other than set up your My Account.

Arcline by RACV offers energy for customers in Victoria.

Energy bills can look complicated – there's a lot of information to communicate in a limited space. However,once you understand what you’re looking at, our bill is designed to give you the information you need, quickly and simply.

To help you understand how to read your energy bill, check out our bill explainer.

Arcline by RACV has taken the stress out of paying your bill with our easy to set up payment methods.

While we highly recommend you set up a direct debit when you join to streamline your payment process, here are your other bill payment options.

• Credit or debit card: Make a secure online payment now. Please note that debit card transactions are subject to a 0.46% fee, and credit card payments incur a 0.81% fee.
• Bpay via your bank: Our Bpay biller code is 376749. Your unique Bpay reference number will be on the bottom of each bill.

Why choose Smoothpay?

Arcline by RACV offers Smoothpay, a payment plan where you can set up a nominated amount to automatically make small fortnightly or monthly payments towards your account so you’ll never get ‘bill shock’. These direct debit payments don’t attract any additional fees.

Electricity: We send out our bills monthly if you have a smart meter with remote communications. We receive meter reads almost every day and you can see your usage if you go in to your My Account portal. Our monthly billing cycle can help you keep track of upcoming payments and when to expect them.

Gas: You'll be billed bi-monthly (unless you request otherwise) and these will usually be based on accurate meter reads. On occasion when a meter read hasn't been received, we will use estimated usage. Any discrepancy between our estimate and your actual usage will be rectified as part of your next bill.

There are a number of common factored costs that go into your energy bill.

Some of these factored costs include:

- Wholesale energy
- Network costs
- Environmental charges
- Market fees
- Bad debt
- Retail costs

For a full outline of these costs and an example of yearly energy expenditure, visit our Understanding your bill page.

After you join with Arcline by RACV we'll check your current meter configuration and put you on the equivalent tariff.

When you join we'll match your details in the industry operator's system. That will tell us the type of meter you have to ensure you are set up on the same tariff type.

Read the below frequently asked questions for more information about tariff types.

Anytime, peak, time of use, and controlled load.

What does it all mean?

Tariffs vary due to the changes in wholesale energy and network charges at different times of the day. They're not affected by retailer costs or the price of environmental certificates.

You'll pay different rates at different times of day and different days of week depending on the type of tariff.

There are typically two main types of tariff:

• Anytime, sometimes called 'peak only', and
• Time of use tariff.

As you might expect from the name, on an anytime tariff you'll pay the same price per kWh regardless of the time or day or day of week.

On a time of use tariff, your rates will be split into:

• Peak (the most expensive)
• Off peak (least expensive)

Your total energy spend will depend on when you use energy. While it's clearly beneficial to use as much as possible during off peak times, this is also the time that you'll typically not have as much demand for energy, for example, in the middle of the night.

Controlled load

You may have appliances that are metered separately. These include electric hot water and slab heating and they're often on a controlled load tariff that's cheaper than normal energy rates.

Controlled load 2 is available for a few hours longer each day than controlled load 1 and therefore has a slightly higher price per kWh. Your local network distributor decides on these times.

Controlled load with other tariffs

You can't have a controlled load tariff without also having anytime or time of use unless, of course, you are off grid with the exception of needing power to provide a hot shower or bath.

Therefore, you'll see controlled load as an add-on to one of the above tariffs, i.e.:

• Anytime with controlled load 1
• Anytime with controlled load 2
• Time of use with controlled load 1
• Time of use with controlled load 2

All tariffs include a daily supply charge, which is the amount you're charged per day for having your energy connected.

Controlled load often has an additional daily charge that's set by the local network distributor. We include this in our single, simple daily charge.

Gas usage is typically charged at seasonal or non-seasonal rates.

A seasonal rate is applied differently between peak season (winter) and off-peak season (non-winter). It can be charged as a flat rate within these seasons, or as a stepped rate (based on your gas usage).

For non-seasonal rates, the rate stays the same all year round.

Electricity: Simply grab a recent bill and have a look at the detailed usage breakdown section:

• All usage is listed as the same type (for example, peak only or anytime). This means you're on the simplest type of tariff.
• Usage is broken down into time of day segments (e.g. peak, shoulder and off peak). This is called a time of use tariff.
• There's a line item for controlled load (it may be called something like bulk hot water too). This is for a fixed appliance such as electric hot water. You'll have this in conjunction with one of the above tariff types: e.g. anytime plus controlled load or time of use plus controlled load. You won't have controlled load alone. There are two types: Controlled load 1 and controlled load 2
• My bill shows a daily supply charge. All tariffs include a daily supply charge which is the amount you're charged per day for having your energy connected. The amount of this charge will vary depending on your tariff type.

Tariff prices are aligned to the tariffs your local network distributor creates.

Gas: Look at the detailed usage breakdown on your gas bill. If a season is listed next to your usage (for example, summer or winter), you're on a seasonal rate. If not, you're on a non-seasonal rate.

Yes you can, subject to network approval.

We're committed to helping you find the best tariff for your energy. You may be better off on a particular type of tariff and we can help you make that change.

When you switch to us, you'll go onto the tariff allocated for your meter configuration.

If you'd like to change we can often arrange this by liaising with your local Network Distributor on your behalf. They will only accept requests after you've transferred to us. They may not charge for this unless you make more than one change in a 12 month period.

When can we send your request to the network distributor?

Network companies will only take instructions from a customer's current retailer. Once you're onboard with us, we can request the change.

A feed-in tariff (FiT) is a payment made to you when your home solar system generates excess electricity. This excess electricity is exported back into the electricity grid for use by other homes. The solar FiT appears as a credit on your electricity bill and is paid to you from us, usually at a set rate per kilowatt hour (p/kWh).

To be eligible for a solar FiT, you'll need to be a customer with a solar PV (photovoltaic) system. And with Arcline by RACV, the more excess you feed back into the grid, the more credit we'll give you.

If you have solar, you might see some of these on your current retailer's bill. You won't on ours.

We like to keep it simple for our customers. We include anything that we're required to in our simple unit rates (i.e. the daily charge and unit rate).

You've got your main electricity box on the wall, but what type is it and what does it mean for your bill?

There are three primary types of meters for residential and small business customers:

1. Accumulation meters
   These are the old meters that don't store the data they measure: instead, their dials or digits keep rotating and, every three months, someone will record the reading. You'll therefore only see two numbers on your bill: a ‘start’ read and an ‘end’ read.
   
   
2. Interval meters
   These meters measure data at set time intervals, such as 7-9 am and 5-8 pm for 'peak'. They aren't remotely read, meaning every three months someone will wander around and get the data. They often do this by inserting a probe into the meter to download all the figures.
   
   If you have an interval meter you may see that your start reading each quarter is zero. That's the way some of these things roll but we're looking at how we can provide proper start and end reads instead.
   
   
3. Smart meters
   These meters do everything an interval data does and can transmit the data at set time intervals. In many cases, this data is sent each day and normally through a network that doesn't rely on Wi-Fi in the property.
   Smart meters can also be disconnected and reconnected remotely in many cases which can be extremely useful when you're moving into or out of a property.

You might want a new meter because you're installing solar and need one that has two-way capabilities. This is necessary to receive your solar feed in tariff. Alternatively, you might just want more regular data on your energy usage.

You might need a new meter because your current one is past its use by date or there is a fault with the meter.

The network distributor will install the right type of meter for your circumstances. For electricity, the meter type will depend on whether you have or are getting solar and whether you have single or three phase power supply at your property.

Who installs and owns the meters?

Your network distribution company installs and owns the meter. We pay them a daily fee for looking after the meter and providing us with the data from it. They charge retailers like us for the associated costs, which are then captured in our tariffs.

Do the meters have remote communication?

In Victoria, almost all electricity meters have remote communication. These are called smart meters and they send your half-hourly usage data to our billing system each day.

Gas meters don't have remote communication, so billing is based on manual meter reads carried out by an authorised Meter Reader.

Will I still get a bill every quarter?

Similar to a monthly mobile phone or broadband bill, we send a bill based on an actual meter reading every month for electricity. For gas, you'll be billed every second month.

Yes - and we do it in a hassle-free way.

We know that most Victorians have a smart meter for their electricity but if you don’t we can provide one free of charge.

We will work with your local network distribution companies to provide, install and maintain a new smart meter on your behalf.

The process to get a new meter installed is as follows:

1. Start. You need to be an Arcline by RACV customer before we’re allowed to request an upgrade to your meter. Get your account number and visit this page so we know you need a meter installed.
2. Book. We'll then contact the network distribution company in your area to arrange the installation.
3. Install. We will endeavour to install your meter as soon as possible. If you have any additional questions or it has been longer than 20 business days, please contact us on 1300 884 849.
4. Enjoy. Once your meter has been installed, you can start to make full use of our online self-service portal and monitor your daily energy usage.

A tariff is set by your network distributor and determines whether you are charged a single rate or a variable rate for your energy, depending on the time of day.

Here are the most common network meter timings in Victoria, depending on whether you have a single or variable rate.

Peak consumption – Every day, 3pm - 9pm

Off-peak consumption – Every day, 12am - 3pm; Every day, 9pm - 12am

The main difference between a single phase and a three-phase connection is that a three phase connection will be able to handle a larger load.

Some customers - normally only those with higher energy consumption - have three phase connections.

To make it easier to understand, think of a highway with a single toll booth and a highway with multiple toll booths.

In the single toll booth scenario, one car can pass through the toll booth one at a time, whereas in the multiple toll booths scenario, multiple cars can pass through the toll booths at a time.

Similarly, let’s assume that the single-phase connection is the single booth, and three-phase as the multiple booths. In a single-phase connection, there is a limit as to the maximum amount of energy load it can handle. A three-phase connection is therefore appropriate for customers who need to be able to draw more energy from the grid at a particular point in time.

If you receive an estimated bill, you can request an adjustment by submitting a self-reading following these instructions.

Carbon offsetting is achieved by purchasing government-certified carbon credits (CERs) to offset the emissions we expect our customers to make with their energy consumption over the next year.

We also provide additional cleaner energy solutions with industry-leading technologies from RACV Solar and home battery storage solutions.

For more information, visit our carbon offset page.

Energy efficiency is all about using less energy to maintain a comfortable home, helping to reduce your energy bills.

There are lots of ways to improve a household's energy efficiency. These can include simple, low-cost upgrades such as draught proofing and installing LED lightbulbs, as well as larger investments like window glazing, improving your home's insulation and replacing old, inefficient appliances.

Knowing which upgrades will deliver the best bang for buck can be tricky, as all households are different. So we've developed a free online resource hub to provide advice for Victorians looking to improve the energy efficiency of their homes.

Yes - we’re happy to connect our eligible customers with relevant concessions, grants and rebates when it comes to their energy.

Our full Concessions page lists concession types, eligibility criteria and applicable discounts.

Yes. Simply provide your concession details when you sign up with us.

Energy concessions aren't something that retailers create themselves: they're defined by federal and local governments and other government departments such as Centrelink.

If you're receiving government concessions such as a pension or disability concession from your current retailer, you can easily tell us what they are to get them transferred over to your Arcline by RACV account when you join. There's a section in our online sign up for this.

Visit our Concessions page for more information about different type of energy concessions available.

If you or someone in your household uses life support equipment, you may be eligible for protection under the life support energy regulations.

This means your address is registered with your local network and they will advise you in advance of any energy outages so you can plan accordingly.

It also means in the event of a power outage your property will be on the priority list for re-connection of supply.

What to do if the power goes out?

Your power can go out without warning. It is important that you have a plan if this happens. Make note of:

• Where will you go?
• How will you get there?
• How will you take your equipment?
• Who will you contact? (Keep a physical list of emergency contacts somewhere safe)
• How will you contact them?
• Is your backup equipment fully charged at all times?

If you experience a fault or emergency, please contact your distributor directly for assistance. The distributor for your address, including their contact number, is on the first page of your bill under Faults and Emergencies. They will be available 24 hours a day, 7 days a week to help you. Alternatively, visit our Faults and Outages page to connect you to your distributor.

For life support enquiries, our local team can provide further detail on the life support process. Contact us at support@energy.arcline.com.au, call us on 1300 884 849 or visit our life support page for more information.

Faults and outages can happen for a number of reasons.

If you experience a fault or emergency, please contact your distributor directly for assistance. The distributor for your address, including their contact number, is on the first page of your bill under Faults and Emergencies. They will be available 24 hours a day, 7 days a week to help you.

You can also visit our Faults and Outages page to connect you to your distributor.

Our online My Account portal is your one-stop-shop to easily manage your account with us. You can use it to track your energy usage, view your rates, make payments and more.

To log in for the first time, simply enter your registered email address and click 'Forgot my password' to set your password.

If you're having trouble accessing My Account, it may be related to third-party cookies being blocked. Depending on your device, please follow these instructions:

Android

• Chrome
  • Open Chrome
  • Open Settings
  • Open Site settings
  • Open Cookies
  • Enable Cookies
  • Uncheck 'Block third-party cookies'

• Firefox
  • Open Firefox
  • Open Settings
  • Open Privacy
  • Open Cookies
  • Select either 'Enabled' or 'Enabled excluding tracking cookies'

iPhone

• Safari
  • Open Settings
  • Open Safari
  • Turn off 'Prevent Cross-Site Tracking'

Desktops/laptops

• Chrome
  
  • Type in 'Cookies' in the search bar
  • Open Cookies and other site data
  • Ensure third-party cookies are not being blocked

• Firefox
  • Open Firefox
  • Open Settings
  • Search for Cookies
  • Ensure Standard is set

Our team can easily add additional names to your account for shared access. You just tell us their name and date of birth and we take care of the set up.

Date of birth is used as a security question when customers call to protect your account and ensure only you and any authorised person(s) can access your account.

Contact us at support@energy.arcline.com.au or call us on 1300 884 849 to arrange additional person(s) on your account.

Your NMI is located at the top of your Arcline by RACV electricity bill on the first page. Your MIRN can be found in the same place on your gas bill.

If you're not already an Arcline by RACV customer, you'll be able to find your NMI or MIRN on your latest bill from your current energy retailer.

Our Finding your NMI and MIRN page features more information.

Arcline by RACV's team is dedicated to helping all of our customers with their energy plan and improving our products and services where possible.

If we've not met your expectations then you can make a complaint through our complaints page in one of the following ways:

1. Contact us by calling 1300 884 849 or emailing support@energy.arcline.com.au

2. Write to us at 11 Newton St, Richmond VIC 3121

You also have the right to contact the Energy Ombudsman at any time. However, we encourage you to contact us in the first instance to give us a chance to rectify any issues. To lodge a complaint with us, please visit our complaints page. You'll also find the Ombudsman's contact information there.