Frequently asked questions
HighFlow Energy helps homeowners with solar and batteries get more value from what they already own, by reducing or removing electricity bills.
HighFlow Energy is designed to be simple and transparent, but we know homeowners often want a little more detail before getting started.
These FAQs answer the most common questions about how the offer works, what it means for your battery and what to expect if you join.
It is a residential electricity offer where eligible customers receive a Bill-Free Electricity Allowance each billing month, with a $0 supply charge and $0 electricity usage within their confirmed allowance, while they remain eligible.
It means that, each billing month while eligible:
- the daily supply charge is $0
- electricity used within your allowance is $0
- network and distribution charges on that allowance are absorbed by HighFlow
- the daily supply charge is $0
- electricity used within your allowance is $0
- network and distribution charges on that allowance are absorbed by HighFlow
No. There is no fixed contract term and no exit fee.
The Bill-Free Electricity Allowance continues while you remain eligible and stay with HighFlow Energy.
The Bill-Free Electricity Allowance continues while you remain eligible and stay with HighFlow Energy.
No. Only electricity used within your confirmed monthly allowance is bill free.
Usage above the allowance is charged at the applicable excess usage rate.
Usage above the allowance is charged at the applicable excess usage rate.
No. The offer continues while eligibility requirements are met and subject to energy laws. Customers may leave at any time with no penalty.
Your allowance is tiered and based on your solar and battery system.
Current allowance tiers range from 300 kWh up to 1,000 kWh per billing month
Current allowance tiers range from 300 kWh up to 1,000 kWh per billing month
No. Allowances are tailored to system size and capability. Larger solar and battery systems qualify for higher allowances.
Your confirmed allowance:
- is provided when you join
- appears on your welcome information
- is shown clearly on every electricity bill
- is provided when you join
- appears on your welcome information
- is shown clearly on every electricity bill
Only the electricity used above your allowance is charged at the Excess Usage Rate shown in your Price Schedule. There are no penalties for exceeding your allowance.
Your allowance may change if:
- your system configuration changes, or
- eligibility requirements are no longer met
Any changes will be communicated clearly.
- your system configuration changes, or
- eligibility requirements are no longer met
Any changes will be communicated clearly.
Residential customers who:
- are located in NSW or QLD service areas
- have eligible solar and battery systems
- maintain an internet connection
- allow participation in the HighFlow VPP
- remain HighFlow Energy retail customers
- are located in NSW or QLD service areas
- have eligible solar and battery systems
- maintain an internet connection
- allow participation in the HighFlow VPP
- remain HighFlow Energy retail customers
Your solar system must meet the minimum size and technical requirements for your allowance tier, as set out in the Price Schedule.
You must own or control an Eligible Battery that meets:
- minimum usable capacity
- inverter requirements
- VPP compatibility standards
- minimum usable capacity
- inverter requirements
- VPP compatibility standards
Yes. This is a Bring Your Own Battery offer. HighFlow does not supply batteries under this plan.
Yes. A stable internet connection is required to enable VPP participation and system monitoring.
The VPP allows connected batteries to support the electricity grid when spare capacity is available. This value helps fund the Bill-Free Electricity Allowance.
Your home always comes first. The VPP only uses spare battery capacity and operates automatically in the background.
No. Participation in the VPP is a mandatory condition of receiving the Bill-Free Electricity Allowance.
No. The Bill-Free Electricity Allowance works the same way for both Energex and Ergon customers.
The distributor difference only affects network ownership, not pricing or allowances.
The distributor difference only affects network ownership, not pricing or allowances.
Currently, the offer is available only in NSW and QLD service areas.
Yes. Bills are issued regularly, even if the amount payable is $0. Bills show allowance, usage, bill-free amounts, and any excess charges.
Billing occurs monthly or quarterly, depending on your meter and distributor arrangements.
Direct debit may be required, particularly if excess usage or other standard fees apply.
Standard non-energy fees may apply, such as:
- disconnection or reconnection fees
- special meter reads
- dishonour or late payment fees
These are listed in your Price Schedule.
- disconnection or reconnection fees
- special meter reads
- dishonour or late payment fees
These are listed in your Price Schedule.
If you move out, the Bill-Free Electricity Allowance stops and your account is finalised normally.
If you leave HighFlow Energy, the Bill-Free Electricity Allowance ends immediately.
There is no exit fee.
There is no exit fee.
If eligibility requirements are no longer met, the allowance stops and standard retail pricing applies unless you leave.
Prices and terms may change where permitted by energy laws. Customers will be notified and may leave at any time with no penalty.
Yes. Customers have a 10 business day cooling-off period from receiving the contract.
No. This FAQ is a summary only.
The Residential Electricity Agreement, Price Schedule and VPP Market Services Agreement contain the full legally binding terms.
The Residential Electricity Agreement, Price Schedule and VPP Market Services Agreement contain the full legally binding terms.