Customer Information & Help Centre
Frequently Asked Questions
General FAQ's
Who do I contact in case of an emergency?
If life or property is at risk call Emergency Services by dialling 000
Electrical faults and emergencies
Electrical faults and emergencies
- In the event of an electrical fault or emergency, please contact:
- Fountain Energy 1300 970 024
- Ausgrid (24 hours) 13 13 88
- In the event of a gas fault or emergency, please contact:
- Fountain Energy 1300 970 024
- Jemena (24 hours) 13 19 09If life or property is at risk call Emergency Services by dialling 000
Electrical faults and emergencies - In the event of an electrical fault or emergency, please contact:
- Fountain Energy 1300 970 024
- Ausgrid (24 hours) 13 13 88
- Gas faults and emergencies
- In the event of a gas fault or emergency, please contact:
- Fountain Energy 1300 970 024
- Jemena (24 hours) 13 19 09
What should I do if the electricity goes off?
If the electricity outage affects:
Your apartment or place of business only:
Check the fuse box in your apartment or place of business. Your master safety switch may have tripped due to an overload of an electrical item in your residence or business. We highly recommend that you do not try to fix it yourself. You will need to contact a qualified electrician for advice and service.
Your building or apartment building only:
If your entire apartment building is affected, please contact your building manager for advice and service. Your building and the surrounding area: If there is an electrical outage across your neighbourhood, you will need to call the local network service provider for assistance. The telephone number for that service provider is located on your Fountain Energy bill.
Your apartment or place of business only:
Check the fuse box in your apartment or place of business. Your master safety switch may have tripped due to an overload of an electrical item in your residence or business. We highly recommend that you do not try to fix it yourself. You will need to contact a qualified electrician for advice and service.
Your building or apartment building only:
If your entire apartment building is affected, please contact your building manager for advice and service. Your building and the surrounding area: If there is an electrical outage across your neighbourhood, you will need to call the local network service provider for assistance. The telephone number for that service provider is located on your Fountain Energy bill.
Who do I contact if I have a problem with my centralised hot water?
You should start by contacting your Building Manager for any issues related to your hot water service.
Your Owners Corporation or building owner is responsible for the internal piping used to deliver hot water to your premises within your building.
Fountain Energy is responsible for the centralised hot water plant as well as the hot water meters.
Your Building Manager will contact us on your behalf or request that you contact us directly.
Your Owners Corporation or building owner is responsible for the internal piping used to deliver hot water to your premises within your building.
Fountain Energy is responsible for the centralised hot water plant as well as the hot water meters.
Your Building Manager will contact us on your behalf or request that you contact us directly.
What to do if there is no gas being supplied to your cooktop?
There is a gas isolation valve for your cooktop. Contact your Building Manager who can locate and turn on your cooktop gas valve for you to restore your gas supply.
How do I sign-up to Fountain Energy for my apartment?
Please go to Get Connected and select the offer relevant to you.
Please read the Terms and Conditions and the other important information about our energy offer.
Fountain Energy’s online sign-up process is both quick and easy. Make sure that you complete the sign-up process at least 2 business days before you intend move.
Please read the Terms and Conditions and the other important information about our energy offer.
Fountain Energy’s online sign-up process is both quick and easy. Make sure that you complete the sign-up process at least 2 business days before you intend move.
How do I sign-up to Fountain Energy for my business premises?
Please go to Get Connected and select the offer relevant to you.
Please read the Terms and Conditions and the other important information about our energy offer. Fountain Energy’s online sign-up process is both quick and easy. Make sure that you complete the sign-up process at least 2 business days before you require supply.
Please read the Terms and Conditions and the other important information about our energy offer. Fountain Energy’s online sign-up process is both quick and easy. Make sure that you complete the sign-up process at least 2 business days before you require supply.
What should I do if I want electricity connected urgently?
If you are moving in today or tomorrow and need an urgent connection, call on 1300 970 024
How do I get connected for centralised hot water?
You will need to sign-up to receive potable hot water as part of our connection process. We recommend you contact us at least two business day before you move-in to avoid delays in getting your hot water and other ancillary services connected.
Please select the [Get connected] option on our home page or call us on 1300 970 024
Please select the [Get connected] option on our home page or call us on 1300 970 024
Do I need to be at the premises when my electricity supply is connected?
Yes. For safety reasons a person over the age of 18 must be at your premises when the electricity is connected or reconnected.
What is centralised potable hot water?
Centralised potable hot water describes a hot water system which includes a single centralised hot water heating plant and hot water distribution pipework to get the hot water from the plant to your premises.
Centralised potable hot water systems are common in apartment buildings and some retail shopping centres. Your premises has its own hot water meter so you are only billed for the hot water you consume.
Centralised potable hot water systems are common in apartment buildings and some retail shopping centres. Your premises has its own hot water meter so you are only billed for the hot water you consume.
How often will I be billed?
Each month Fountain Energy will send you an:
Ancillary service bills are separate from your electricity bill.
Ancillary services in your building may include:
- electricity bill and
- ancillary services bill.
Ancillary service bills are separate from your electricity bill.
Ancillary services in your building may include:
- potable hot water
- un-metered cooktop gas
- air-conditioning (if applicable at your premises)
- network charges (if your electricity retailer is other than Fountain Energy).
How do I sign-up for Direct Debit?
You will need to fill out a Direct Debit Request form.
To access the form and other instructions please go to our Direct Debit section and complete the required forms.
To access the form and other instructions please go to our Direct Debit section and complete the required forms.
How often will I receive a bill for my ancillary services such as potable hot water, cooktop gas and air-conditioning?
Fountain Energy will send you a monthly itemised bill for your ancillary services.
Can I choose another supplier for electricity?
Energy laws provide that you have the right to purchase electricity from another supplier who is an authorised electricity retailer.
You should note that some electricity retailers refuse to supply customers within embedded networks or their supply offers are incompatible with embedded networks. You will still need to pay Fountain Energy for your network charges.
You will need to ensure that your electricity retailer does not bill you for your network charges, unless your electricity retailer agrees to pay those directly to Fountain Energy. If your electricity retailer does agree to pay Fountain Energy for the network charges in respect to your premises, then we will bill them for these costs, not you.
Your new electricity retailer may need to arrange for your meter to be changed.
Please let your retailer know the embedded network manager at your building is RMS Utilities and they can be contacted at support@rmsutilities.com.au
You should note that some electricity retailers refuse to supply customers within embedded networks or their supply offers are incompatible with embedded networks. You will still need to pay Fountain Energy for your network charges.
You will need to ensure that your electricity retailer does not bill you for your network charges, unless your electricity retailer agrees to pay those directly to Fountain Energy. If your electricity retailer does agree to pay Fountain Energy for the network charges in respect to your premises, then we will bill them for these costs, not you.
Your new electricity retailer may need to arrange for your meter to be changed.
Please let your retailer know the embedded network manager at your building is RMS Utilities and they can be contacted at support@rmsutilities.com.au
Can I choose another supplier for my centralised services?
Fountain Energy is the supplier of the centralised hot water and ancillary services in your building.
You are unable to choose another supplier for these services.
You are unable to choose another supplier for these services.
How do I make a complaint?
We have an easy and accessible complaints process should you feel something has gone wrong.
Our complaints policy can be viewed here Complaints & Disputes
To contact us to make a complaint.
Our complaints policy can be viewed here Complaints & Disputes
To contact us to make a complaint.
How do I stop receiving marketing material?
If you do not wish to be contacted by Fountain Energy for marketing purposes, you can join our No Contact list by calling 1300 970 024.
You can also review our Opt Out Policy.
You can also review our Opt Out Policy.
What is life support equipment?
Life support equipment means the following:
- an oxygen concentrator
- an intermittent peritoneal dialysis machine
- a kidney dialysis machine
- a chronic positive airways pressure respirator
- crigler najjar syndrome phototherapy equipment
- a ventilator for life support and
- any other equipment that a registered medical practitioner certifies is required for a particular person residing at the customer’s premises for life support.
What should I do if someone needs life support equipment at my premises?
It’s very important you contact us to let us know if you or another person at your premises requires life support equipment.
You can do this by contacting us using the details below, and we will send you related information and a Medical Confirmation Form to complete. Contact Us
You can do this by contacting us using the details below, and we will send you related information and a Medical Confirmation Form to complete. Contact Us