User Guide

For

Product Overview

Simply Energy application is an customer engagement platform designed to offer Simply Energy customers convenience and control to access their data anytime, anywhere and on any device (phone, tablet, computer) all while keeping things simple and user friendly. It offers two efficient modules to promote self-service and achieve the following management objectives:

  • Self-service to update profile information such as email and phone numbers.
  • Ability to make bill payment via different payment methods like credit card/bank account.
  • Access to real time power and gas usage information.
Getting Started

This section will allow user to:

  • Access Pre-Login Options
  • Register a new account
  • Log in to Simply Energy application
  • Get Login Help for the following issues:
    • Forgotten Password
    • Forgotten Username
    • Other Signing in Issues

The first screen that appears on customer portal is as below:

a) Pre-Login Options

This is the landing page or the pre-login screen of Simply Energy application. Following modules can be accessed by the customer without logging into the application.

  • MyAccount
  • Pay Bill
  • Help and Support
i) MyAccount

Click ‘MyAccount’ to login to user account.

ii) Pay Bill

User can make onetime bill payment using ‘Pay Bill’ option.

On clicking the ‘Pay Bill’, user is redirected to ‘Pay My Bill’ link on Simply Energy website.

Provide the mandatory details and click on ‘SUBMIT PAYMENT’ to complete the payment process.

b) Register a New Account

Click ‘REGISTER’ to register for a new account and get access to the customer portal.

 

The following ‘User Registration’ screen will appear on clicking ‘REGISTER’

 

 

Select Residential/Business radio button as per user account type. Provide the following information and click ‘NEXT’ to proceed to the next step of registration.

For Residential Customers

  • Customer Number
  • Postcode
  • Date of Birth
  • Email ID

For Business Customers

  • Customer Number
  • Postcode
  • Email ID
  • ABN

Provide the following information and click ‘REGISTER’ to successfully register an account:

  • Password
  • Confirm Password
  • Captcha
  • Security Question 1
  • Security Answer 1
  • Security Question 2
  • Security Answer 2

Select 'I agree with the MyAccount terms and conditions' checkbox to complete the registration.

 

Once ‘REGISTER’ is clicked, the above mentioned information is submitted and a confirmation email is received on user’s registered Email ID, as shown in the screen below:

Click the activation URL in the email to activate the user account. The user is redirected to the following screen with a message confirming the activation of the account.

c) Log in to the Customer Portal

Enter the Username and Password which was generated at the time of registration and click ‘SIGN IN’.

Note: Click ‘Remember Me on this computer’ checkbox to enable the web browser to remember the entered Username and Password for login convenience in future.

Upon successful login, user will see the 'Terms of Use' screen as shown below:

Click 'I Agree' to accept the 'Terms of Use'. User will be redirected to the home page of the application as below:

Note: User can review the 'Terms of Use' at any time settings tab header toolbar in portal.

d) Get Login Help

Login Help can be availed for the following issues:

1. Recover Username

If the account is already registered, then click on ‘I don’t know my Username’ hyperlink to recover a forgotten Username.

The ‘Forgot Username’ screen 1 is displayed. Now, enter the registered Customer Number and click ‘NEXT’ to proceed to the next step.

On clicking ‘NEXT’, the ‘Forgot Username’ screen 2 is displayed. Here, you need to answer two security questions, with the responses provided at the time of registration, and click ‘NEXT’ to recover the Username.

On clicking ‘NEXT’, system displays the Username.

2. Recover Forgotten Password

If the account is already registered, then click on ‘I don’t know my Password’ hyperlink to recover a forgotten password.

The ‘Forgot Password’ screen is displayed. Now, enter the registered Email ID and click ‘SUBMIT’ to recover the password.

On clicking ‘SUBMIT’, the following screen appears:

An automatically generated email is sent to the user’s Email ID with a hyperlink to reset the password. Click the URL to access the password reset screen.

Provide the following information and click ‘SUBMIT’ to successfully reset the password.

  • New Password: Provide a password that fulfils the following criteria:
    • 8 characters minimum up to max of 24
    • Must contain one capital letter
    • Must contain one numeric
    • Must contain one special character (*, &, @, etc.)
  • Confirm Password: Confirm the new password.

Note: The user must have a valid Email ID on record before proceeding with process to recover the Forgotten Password. Otherwise the user can call Customer service or click the ‘Problems in Sign In’ link to connect with Customer service via Email.

3. Other Signing in Problems

If the account is already registered, then click on ‘Problems in Sign In’ hyperlink to connect with the customer service via email for any issue related to signing in.

On clicking ‘Problems in Sign In’ hyperlink, user is redirected to the Help & Support screen of the application displaying the customer support number with business hours and days.

Dashboard

The Dashboard displays each module along with the respective icons associated with them on top ribbon. This is the home screen displayed after successful login to the portal.

Change Password

A user may change the current password at any time throughout the application. Click ‘Change Password’ hyperlink on the top right corner of the screen.

 

Once ‘Change Password’ is clicked, the following screen appears. Enter the mandatory information and click ‘SUBMIT’ to change the password:

  • Existing Password: Provide the existing password.
  • New Password: Provide a new password.
  • Confirm Password: Confirm the new password.

Provide a password that fulfils the following criteria:

  • 8 characters minimum up to max of 24
  • Must contain one capital letter
  • Must contain one numeric
  • Must contain one special character (*, &, @, etc.)
  Note:  For Western Australia, Gas Unit is used rather than MJ when referring to usage. 1 Unit = 3.6 MJ
MyAccount

‘MyAccount’ is a personalized module to display the user profile information of the registered user account. This module provides the ability for users to view and edit their profile information such as email and phone number and manage their account details.

To access ‘MyAccount’ module, click on the ‘MyAccount’ icon in the top ribbon. The following user interface will appear:

a) Profile

This section under ‘My Accounts’ module displays following information:

  • Name: The name of the user on the account and is non-editable.
  • Customer Number: Simply Energy reference number for the customer
  • Concession Status
  • Phone Number: Primary phone number of the user which can be changed anytime. However, this is a mandatory field and must be filled.
  • Mobile Number: Mobile number of the user.
  • Username: The Email ID of the user.
i) Account

User can select the respective account from the Gas/Electricity accounts via the radio buttons. The following information is displayed for each account type:

  • Utility
  • Account Number
  • Service Address
  • Status
  • Status Date
ii) Account Details

This section displays the account details with the following information:

i. Plan Details: Show details of the tariff rates.

ii. Bill Delivery Destination: The address of the customer where the paper bill will be delivered.

Note: The customer Current Delivery Address is not editable.

The user can edit the bill delivery method by selecting the edit option. If the customer is currently receiving paper bills, they can change to eBilling.

To opt for eBilling, select the corresponding radio button and enter the Email Address where the eBill shall be e-mailed. Select the check box to confirm the email address for all Simply Energy accounts of the user.

Note: Once the user has opted for eBilling, option to choose paper bills is disabled. However, the email address can be updated.

iii. Payment Type: The type of payment user has opted for, is displayed with the radio button selection.

If the user is on manual payment, user can switch to direct debit. Select the ‘Direct Debit from bank account’ or ‘Direct Debit from credit card’ as per user preference.

Note:

  • Customer cannot change from Direct Debit to Manual payment method.
  • Payment method cannot be changed if a final bill has been issued for an account.

For the option ‘Direct debit from bank account’, select the check boxes for ‘Use these payment details for all my Simply Energy accounts’ Optional and ‘I agree with the Direct Debit terms and conditions’ (mandatory) and click ‘NEXT’.

The following screen appears:

Provide the following Bank Account details:

  • Account Name
  • BSB Number
  • Account Number
  • Captcha Text

Click ‘NEXT’ to successfully update the information.

For the option ‘Direct debit from credit card’, select the check boxes for ‘Use these payment details for all my Simply Energy accounts’ (optional) and ‘I agree with the Direct Debit terms and conditions’ (mandatory) and click ‘NEXT’.

The following screen appears:

Provide the following Credit Card details:

  • Name on Credit Card
  • Credit Card Type
  • Credit Card Number
  • Expiry Date
  • Captcha

Click ‘NEXT’ to successfully update the information.

iv. Contract: A link to PDF for the Welcome Pack and Contract of the user with Simply Energy account is displayed.

iii) Security Question

User can choose ‘Security Question 1’ and ‘Security Question 2’ from the respective dropdown menu and provide Security Answers for them.

Click on ‘SAVE’ to update the changes.

  Note:  For Western Australia, Gas Unit is used rather than MJ when referring to usage. 1 Unit = 3.6 MJ
Usage

If you have a remotely read smart meter, Simply Energy will receive your usage information the following day.

As such, the latest information you receive will always be from the previous day.

For non-smart meter electricity accounts and gas accounts, Simply Energy receives usage information bi-monthly, quarterly or when a customer provides their own meter read. This means electricity and gas usage information will be displayed to you once your bill for the period is issued.

To access Usage module, click on 'Usage' icon on the Dashboard/top ribbon. The following user interface will appear:

'Usage' module user interface is dynamic and will display usage based on the service type of the account:

  • Electricity Usage
  • Gas Usage
  • Solar Generation
a) Electricity Usage

This section displays the monthly, daily and interval (30 or 15 minutes) usage in bar graph format.

The user interface will display the Electricity usage as default. User can click on the corresponding service type-Gas or Solar tab and view the related data.

To switch between monthly, daily or interval usage, click the respective icons.

Note: Monthly usage data is displayed for both basic and smart meter customers, while Daily and Interval data is displayed for smart meter customers only.

i) Monthly Usage

This section displays the monthly electricity usage data for 13 months, for both basic and smart meter customers, with the following information.

  • Average Monthly Usage: If you are in kWh view the average monthly usage is the average amount of electricity consumed in kilowatt hours for the period for which we have data for (e.g. calendar month, daily or an interval).
    If you are in $ view the average monthly, daily or interval usage is the average electricity usage charges for the period for which we have data for (e.g. calendar month, daily or an interval) and does not include other charges such as supply charges. It also does not include any adjustments, such as solar feed-in (if applicable), discounts, concessions or credits that you may be entitled to as part of your offer.
  • Highest Monthly Usage For The Period: If you are in kWh view highest monthly usage is the highest amount of electricity consumed in kilowatt hours for the period for which we have data for (e.g. calendar month, daily or an interval).
    If you are in $ view highest monthly, daily or interval usage is the highest electricity usage charges for the period for which we have data for (e.g. calendar month, daily or an interval) and does not include other charges such as supply charges. It also does not include any adjustments such as solar feed-in (if applicable), discounts, concessions or credits that you may be entitled to as part of your offer.
  • Usage So Far This Month: If you are in kWh view Usage so far this month is the amount of electricity consumed in kilowatt hours so far this calendar month. This won't include today's usage. If you are in kWh view Usage so far this month is the electricity usage charges for the calendar month so far (this won't include today's charges) and does not include other charges such as supply charges. It also does not include any adjustments, such as solar feed-in (if applicable), discounts, concessions or credits that you may be entitled to as part of your offer.
  • Projected Next Bill: Your projected next bill is calculated by using the historical data that we have available to us to estimate your average daily energy usage until the end of your current billing period.
    We use the historical accumulated usage to determine an average daily energy usage value and calculate usage up to the end of the next billing date to determine the projected bill amount.
    It is a projection only and not a substitute for your actual bill. Your actual bill will vary. The calculation includes usage charges, supply charges, guaranteed discounts and pay on time discounts (if applicable) and solar feed-in credits (if applicable). It does not include, concessions, manual adjustments such as credits, forward balances or other charges such as special meter read fees. The calculation does not include any seasonal adjustments and your actual bill will be different from your projected next bill if your usage patterns change during the billing period.

Note: Projected Next Bill can be seen only for smart meter customers and not for basic meter customers.

User can select a date to view the usage for a particular month. The usage will be displayed for past 13 months starting from the selected month.

ii) Daily Usage

This section will display the daily electricity usage for the last 30 days of the current month. User can use the date picker to choose the date for which the last 30 days data is to be viewed.

Electricity usage can also be view for a selected date, click on the date picker to select the date. The usage will be displayed from the selected date and 30 days prior.

iii) Interval Usage

This section will display the electricity usage for the current date within intervals of 30 or 15 minutes. User can use the date picker to choose the date for which 15 min usage data is to be viewed.

Multi-meter usage data: To view the usage corresponding to different meters added in the user's profile, select the corresponding meter from the drop down.

Net Usage: To view the net usage, click on the toggle button on the bottom right corner. The graph displays the solar generation on the negative Y-axis, while the user consumption is displayed on the positive Y-axis. Net Usage can be viewed for Monthly, Daily and Interval usage.

kWh & $$$: To view the respective usage graph in kWh/$ terms, please click on following icon:

b) Gas Usage

Similar to aforementioned 'Electricity Usage', Gas Usage is also displayed under 'Usage' module. In order to view the Gas Usage, click on 'Gas' icon. The following interface will be displayed with usage data for different meter reads

Note: To view the Gas usage for a selected date, select the date from date picker.

MJ & $$$: To view the respective usage graph in MJ/$ terms, please click on following icon:

Export to Excel: This option will help to download the Electricity or Gas Usage and Solar generation data in an excel sheet.

c) Solar Generation

Click on 'Solar' icon to view solar generation for current and past 12 months along with daily and interval data. The following interface is displayed with monthly solar generation as default.

i) Monthly Solar Generation

This section displays the monthly solar generation data for 13 months, for both basic and smart meter customers.

User can select a date to view the usage for a particular month. The usage will be displayed for past 13 months starting from the selected month.

ii) Daily Solar Generation

This section will display the daily solar generation for the last 30 days of the current month. User can use the date picker to choose the date for which the last 30 days data is to be viewed, starting from selected date.

iii) Interval Solar Generation

This section will display the solar generation for the current date within intervals of 30 or 15 minutes. User can use the date picker to choose the date for which 15 min solar generation data is to be viewed.

Multi-meter usage data: To view the solar generation corresponding to different meters added in the user's profile, select the corresponding meter from the drop down.

kWh & $$$: To view the respective solar generation graph in kWh/$ terms, please click on following icon:

Export to Excel: This option will help to download the Electricity or Gas Usage and Solar generation data in an excel sheet.

  Note:  For Western Australia, Gas Unit is used rather than MJ when referring to usage. 1 Unit = 3.6 MJ
Billing

‘Billing’ module enables users to view current bill, pay bills online and raise billing queries to Simply Energy.

To access ‘Billing’ module, click on ‘Billing’ icon in the top ribbon. The following user interface will appear:

a) Latest Bill

User can select the account type – Electricity or Gas from the drop down.

  • Electricity Bill/Gas Bill: It defines the total power/gas charges in $ terms. It also displays the corresponding information:
    • Usage This Period: Total power/gas consumption during the billing period in kWh/MJ terms.
    • Energy Charge

      Note: ‘i’ button for total usage charges – displays an overlay with relevant details.

    • Supply Service Charge

      Note: ‘i’ button for supply service charges – displays an overlay with relevant details.

    • Discounts & Concessions

      Note: ‘i’ button for discounts & concessions – displays an overlay with relevant details.

  • Bill Details: The following billing details are displayed for the user account
    • Billing Period: Period for which the bill has been calculated.
    • Total Bill This Period
    • Amount Overdue
    • Total Amount Due: The amount due for the current period including penalty, if any.
    • Due Date: It defines the due date of the bill payment.
  • View Bill: This option helps to download a pdf copy of the utility bill.
i) Pay Now

Click ‘Pay Now’ to pay utility bill using Credit Card or Bank Account.

On clicking ‘PAY NOW’, the following screen appears. This lets the user make payments of the utility bill with preferred amount.

The following payment details are displayed. Enter the required information to proceed with the payment:

  • Account (choose from drop down)
  • Billing Period
  • Due ($)
  • Overdue ($)
  • Payment Amount (editable)
  • Reference Number
  • Customer Name
  • Customer Number
  • Email Address

Click ‘NEXT’ to proceed with bill payment. The following screen will appear.

Provide the below mentioned information:

  • Reference Number (pre-populated)
  • Customer Name (pre-populated)
  • Customer Number (pre-populated)
  • Email Address (pre-populated)
  • Name on Credit Card
  • Credit Card Number
  • Card Verification Code (CVV)
  • Card Expiry Date
  • Payment

Click ‘SUBMIT PAYMENT’ to complete the payment process.

b) Direct Debit

User can successfully enroll for direct debit payments via different payment modes (Credit card/Bank account). Following columns are shown in the Account Payment Methods table:

  • a) Utility
  • b) Service Address
  • c) Payment Method (Payment Method, Card/Bank details)

Payment methods can be edited in the same manner as done under ‘PAY NOW’ section by clicking on ‘Edit’ icon.

c) Bills and Payments

User can select a time period and view his billing history, the transaction dates and paid/outstanding transaction amounts.

Select ‘Account’ for which payment history needs to be viewed using a drop down. The ‘Current Balance’ for the selected account will be displayed.

User can view his billing history for the selected account in a grid with the following attributes:

  • Transaction Date
  • Transaction Type
  • Credit Amount
  • Debit Amount

User has an option to pay his bills when clicked on ‘PAY NOW’.

d) Billing Queries

User is redirected to the ‘Help and Support’ module for any billing related queries.

User can avail customer support through below mentioned contact numbers:

Customer Service: 13 88 08 (8:00AM TO 7:00PM (AEST), MONDAY TO FRIDAY)

International Contact Number: +61 3 8843 0637 (8:00AM TO 7:00PM (AEST), MONDAY TO FRIDAY)

Interpreter Service: 1300 408 265 (8:00AM TO 7:00PM (AEST), MONDAY TO FRIDAY)

  Note:  For Western Australia, Gas Unit is used rather than MJ when referring to usage. 1 Unit = 3.6 MJ
Logout

In order to log off from the customer portal, click on the ‘Log Out’ hyperlink present at the top right corner of the screen.