Frequently Asked Questions
Terms and Conditions
1. What is the Veeve embedded network?
An embedded network takes the electrical supply from the power grid and directs it to individual addresses within a building – for example a shopping centre, an apartment building or a retirement home. This network is installed and maintained by Veeve.
When you join the network, you still receive the same reliable power from a tier-one energy provider. It’s the same electricity, but with more users on board we can negotiate a better rate from the provider.
2. Do you offer discounts?
Yes, Veeve provides you with 10% off Pay-on-time discount which gives you 10% off your consumption when you pay your account by 4pm on the due date.
Sign up for direct debit to ensure you receive your discount.
3. Do I have to sign up with Veeve?
No. If your building has a Veeve embedded network you are not obliged to sign up with us. However, you will be charged a ‘shadow network cost’ for accessing the electricity through our embedded network. This extra cost will be charged separately to your provider of choice’s consumption only bill. Just one more reason why it makes sense to switch to Veeve.
4. How do I switch to another retailer?
At Veeve we endeavor to provide our customers with a positive customer service experience.
Power of Choice is a government-led, industry-wide program to provide consumers with more opportunities to make informed choices about the way you use electricity products and services. As you are within an embedded network, the supply offers may differ from that advertised by retailers. If you wish to switch retailers, approach your alternative supplier and request a supply consumption only contract with your new provider and inform them that you are an embedded network. As a customer in an embedded network, we charge a Shadow Network Charge and your retailer will charge for supply only. This means that you receive two bills, a shadow network charge (pass through charge to the networks) and a consumption charge from your retailer.
Billing & Connections
1. How do I get connected?
Just download a sign up form, fax it back to us on 1300 725 739 or alternatively email it to us at firstname.lastname@example.org or call us on 1300 725 738 and we can set your account up over the phone.
2. When will I receive my bill?
Every month. If you ever have any questions about your bill, feel free to call us on 1300 725 738 and one of our customer service representatives would be happy to help.
3. How can I pay my bill?
We offer easy payment options via Direct Debit, BPAY, online portal and by phone. Please have your credit card and Invoice handy.
1. Will I receive two water bills?
Yes. Veeve will only bill you for the hot water used in your tenancy. You will still receive a bill for your water supply from the relevant water authority.
2. How will you know how much I use? Is my hot water metered separately?
Yes. We use the latest technology to remotely read your individually metered tenancy.
3. How often will I receive my Veeve hot water bill?
You will receive your hot water bill every month to help you keep on top of things.
4. Is there a daily supply charge?
No. With Veeve, you only pay for the hot water you use.
5. Is Veeve hot water instantaneous?
No. It is a reticulated hot water system which circulates hot water throughout the building when you need it most. These systems store hot water in a tank and reticulate it through the building keeping it hot all the time. This is the most efficient whole-building system available as it wastes less water.
Faults & Emergencies
Who do I call if there is a fault or emergency?
Your electricity distributor. Electricity distributors own and manage the power poles and wires which deliver power to homes and businesses across the state. Your electricity distributor depends on where you live – you cannot choose your distribution company.
You can find your relevant network distributor on the top of your previous bill or find your distributor here: https://www.energy.vic.gov.au/electricity/electricity-distributors
Energy concessions are available from the Department of Health and Human Services. Visit their website for current information. https://services.dhhs.vic.gov.au/non-mains-energy-concession
What are Shadow Network Charges?
These may also be called Pass through Charges.
If you wish to choose another retailer, you will continue to receive bills from Veeve for Shadow Network Charges, as well as one from your New Energy supplier for your Energy Only Contract.
Shadow pricing for Network Charges are regulated by the Australian Energy Regulator (AER). The AER regularly review & approve the electricity distribution network charges. These include, (but not limited to) the charges to Business and Household customers; identified as Tariff Structure Statement (TSS) and the revenue required to provided efficient & reliable distribution service; identified as Electricity Distribution Price Review (EDPR). Amounts may vary from area to area. The flow on effect from this is that one area may have higher Distribution Network Costs than another, this will be reflected in the customers bill.
You will not be charged more than the default energy retailer for your area. The charges we pass onto you are exactly the costs we are charged by the distributor.
Electricity distributors own and manage the power poles and wires which deliver power to homes and businesses across the state. Your electricity distributor depends on where you live – you cannot choose your distribution company.
Generally speaking, the two main areas of charges are:
Retail Component – This is the cost of Purchasing the Energy.
Network Component – This area can be broken down further.
These costs represent the cost component which is referred to as Network Use of System (NUOS).
The Network Use of System has two main area’s;
• Standard Distribution of Use (DUOS)
• Transmission Use of System (TUOS)
DUOS relates to the operation & maintenance costs. Including but not limited to assets such as Distribution Lines & transformers and Substations.
TUOS relates to the transmission of power, poles/lines/towers etc.
Other costs, include for example: Government compliance costs.
More information regarding, ‘Who you purchase energy from’ can be found on the AER Website https://www.aer.gov.au/consumers/information-for-electricity-customers-in-embedded-networks