General FAQs

If 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:
  • Nexus Utilities 1300 585 135
  • Ausgrid (24 hours) 13 13 88

Gas faults and emergencies

• In the event of a gas fault or emergency, please contact:
  • Nexus Utilities 1300 585 135
  • Jemena (24 hours) 13 19 09

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 Nexus Utilities bill.

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.

Nexus Utilities 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.

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.

Nexus Utilities’ 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-in.

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.

Nexus Utilities’ 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.

If you are moving in today or tomorrow and need an urgent connection, call on 1300 585 135.

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 585 135.

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.

Each month Nexus Utilities will send you an:

• electricity bill and
• ancillary services bill.

Monthly billing is more budget friendly helping our customers better manage their utilities consumption and their finances.

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 Nexus Utilities)

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.

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 Nexus Utilities 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 Nexus Utilities.  If your electricity retailer does agree to pay Nexus Utilities 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 or by phone on 1300 938 051.

Nexus Utilities is the supplier of the centralised hot water and ancillary services in your building.

You are unable to choose another supplier for these services.

We have an easy and accessible complaints process should you feel something has gone wrong.

Our complaints policy can be viewed here.

To contact us to make a complaint please use our easy complaint form which you can find here.

If you do not wish to be contacted by Nexus Utilities for marketing purposes, you can join our No Contact list by calling 1300 585 135.

You can also review our No Contact Policy here.

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.

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. 

Please contact us here.

The NSW Gas Rebate helps NSW households cover the costs of their natural gas.

The benefits available under the NSW Gas Rebate are explained here:
https://www.service.nsw.gov.au/transaction/apply-gas-rebate-supply-and-bottled-gas-customers

Eligibility requirements apply.

You can apply for the NSW Gas Rebate if:

• you’re a NSW resident
• you’re an account holder of a gas retailer
• you hold one of the following:
  • Pensioner Concession Card issued by the Department of Veterans’ Affairs (DVA) or Services Australia
  • Health Care Card issued by Services Australia, or
  • DVA Gold Card marked with either ‘War Widow’ or ‘War Widower Pension’, or ‘Totally and Permanently Incapacitated’ (TPI) or ‘Disability Pension’ (EDA).

You should contact Service NSW on 137 788 or locate a service centre near you.

For further information, go to Services NSW.
https://www.service.nsw.gov.au/services/concessions-rebates-and-assistance

You can apply online for the NSW Gas Rebate here.
https://www.service.nsw.gov.au/transaction/apply-gas-rebate-supply-and-bottled-gas-customers

The Family Energy Rebate (FER) helps NSW family households with dependent children to cover the costs of their energy bills. The FER is available to applicants who were eligible for and received the Family Tax Benefit (FTB) from the Department of Human Services (DHS) in the previous financial year.

The benefits available under the Family Energy Rebate can be found here:
https://www.service.nsw.gov.au/transaction/apply-family-energy-rebate-supply-customers.

To be eligible for the NSW Family Energy Rebate in a given financial year, you must:

• be a NSW resident
• be an on-supplied customer named on the bill of an energy retailer
• have been the recipient of the Family Tax Benefit (FTB) for the previous financial year and have had your entitlement to the FTB payments finalised by Centrelink
• ensure the person in your household who’s registered as the FTB recipient lodges the application. The recipient is the person who receives correspondence on FTB from Services Australia.

If you pay your energy bill directly to an energy retailer, visit Apply for the Family Energy Rebate (retail customers).

For further information, go to Services NSW.
https://www.service.nsw.gov.au/services/concessions-rebates-and-assistance.

You can apply online for the Family Energy Rebate here:
https://www.service.nsw.gov.au/transaction/apply-family-energy-rebate-supply-customers

The Life Support Energy Rebate helps eligible NSW households cover the costs of their energy bills.

The rebate is for NSW customers who need, or have someone living with them who needs, to use approved energy-intensive medical equipment at home. The equipment must be essential for supporting life, such as home dialysis, ventilators and oxygen concentrators.

The benefits available under the Life Support Rebate can be found here:
https://www.service.nsw.gov.au/transaction/apply-life-support-energy-rebate-supply-customers.

You can apply for the Life Support Energy Rebate if you or someone living at the address of the eligible customer:

• is a NSW resident
• is an on-supplied customer named on the bill of an energy retailer
• has been assessed by a registered medical practitioner to verify that the use of the approved life support equipment is required at their principal place of residence.

For further information, go to Services NSW.
https://www.service.nsw.gov.au/services/concessions-rebates-and-assistance

You can apply online for the Family Energy Rebate here:
https://www.service.nsw.gov.au/transaction/apply-life-support-energy-rebate-supply-customers

Even though we have established an Embedded Network, you still have the right to seek out your own electricity retailer at any time (sometimes this right is known as ‘Power of Choice’). They may choose to make you an ‘energy only’ offer. However, there is no guarantee that another electricity retailer will be willing to offer you electricity supply. We note that, currently, it may be difficult to find an electricity retailer who is willing to supply a customer within an Embedded Network.

Your right to seek your own electricity retailer is a legal right that we will respect at all times.

An energy only offer means that you are only paying for energy consumption. This may be something that another electricity retailer (i.e. other than Nexus Utilities) is able to provide you.

If you take up an energy only offer, you will still need to pay Nexus Utilities for network charges as Nexus Utilities will still need to pay for use of the wider distribution network, even if you are receiving energy from another electricty retailer.

Receiving an energy only offer from another retailer ensures that you will only pay once for network charges instead of paying both Nexus Utilities and another electricity retailer for that use.

We ensure that there is no duplication (i.e. double charging) of network charges. Network charges are the fixed amounts you are charged to reimburse Nexus Utilities for the network charges it pays and is separate from the amount you pay for the amount of energy you use. This means that you will not be billed for network charges by us as well as by another retailer.

In addition, we must not charge you a connection charge if you choose to enter into an energy only supply contract with another retailer. 

If you are double charged network charges, we are obligated to remedy any duplication.

A medical confirmation form is a form that is used to confirm information we require to register a premise as needing life support equipment. By completing this form and sending it back to us, we will have the information we require. If you fail to respond to this request, we may deregister the premises and the additional protections against disconnection will cease to apply. You have no less than 51 business days to reply to our request for a medical confirmation form. You are entitled to additional time and if you require additional time to respond, please contact us.

Yes, however where the disconnection is planned, we or your distributor will give you notice in accordance with the Rules.

Your electricity supply may also be disconnected in an emergency or where there is a fault in the electricity network. You will not have any prior notice of such disconnections.

If you would like further assistance in planning for electricity supply interruptions please contact us.

Firstly, if there is a risk of injury or death you should call 000. If your electricity is disconnected without notice you can also contact your distributor- their contact details can be found here.

You should ensure that we are kept up to date on the need for life support at your premises. You should contact us if there is no longer a need for life support at the premises or if you are planning to move.

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

in relation to a particular customer—any other equipment that a registered medical practitioner certifies is required for a person residing at the customer’s premises for life support.

For more information about life support, please contact Nexus Utilities using the contract details below:

Email: support@nexusutilities.com.au

Phone: 1300 585 135