FAQS

You can view a PDF of this FAQ by clicking here.

• What has happened to Jackgreen?
  
  Jackgreen (International) Pty Ltd went into voluntary administration on the 18th December 2009 and as a result has been suspended from trading in the electricity market by the market operator, the Australian Energy Market Operator Limited (AEMO).
• What does this mean for me?
  
  Your compulsory transfer will allow affected customers to continue to be supplied by the retailer of last resort in their area.
• What do I need to do?
  
  Customers do not need to be anything to continue to receive electricity, however it is recommended that you contact your new retailer who should have sent you a letter to confirm your details.
• Which Jackgreen customers in NSW are affected?
  
  All customers in NSW, Queensland, Victoria and South Australia are affected and will have been transferred to a default retailer on the 19th December 2009.
• What do Retailer of last resort arrangements mean?
  
  Your retailer of last resort arrangements are intended to ensure that electricity customers continue to receive electricity supplies in circumstances where their existing retailer is unable to continue to provide that supply.
• What if I owe Jackgreen money?
  
  You need to pay Jackgreen any outstanding amount immediately plus the amount billed for the period up to 18 December 2009 within 14 days of receiving your invoice.
• How do I pay my Jackgreen account?
  
  Credit Card
  To pay your account online or pay by phone on 1300 GO JACK (46 5225)
  
  Direct Debit
  To arrange to pay automatically on the due date by either direct from your bank/building society/credit union account or on your credit card call 1300 46 5225
  
  Cheque
  Mail your cheque or money order payment to:
  
  Jackgreen
  Level 5, 52 William St
  Sydney NSW 2011
  
  BPAY
  Biller Code: 263251
  BPAY Internet and Phone Banking. Contact your bank, credit union or Building Society to make payment from your savings or cheque account.
  Australia Post billpay
  Biller Code: 2144
• What if I am paying my account automatically by direct debit?
  
  Customers should continue to honour their direct debits. Once your account has been paid, the direct debit arrangement will be cancelled by Jackgreen.
• What if I am paying my account directly through Centrelink Centrepay?
  
  We recommend you contact us on 1300 GO JACK to organise an alternate payment method.
• What if I am currently on a payment plan?
  
  All payment arrangements are still valid and must be adhered to until the balance owing has been paid in full.
• Will I still be supplied with a renewable energy product?
  
  No, green energy does not automatically continue with your new supplier. Your new supplier will be able to advise you of the options available.
• When will I get my first bill from my new supplier?
  
  Former Jackgreen customers will get their first bill after your next scheduled meter read as per the usual process. This bill will be for the period from 19th December 2009 to the date of the next meter read, which in most cases will be a shorter period than a normal billing cycle.
• How will my first bill with my new supplier be calculated?
  
  Your next bill will be based on the data from your electricity meter, from this your new supplier will estimate your consumption between Saturday 19 December 2009 (inclusive) and your next meter read.
• Will there be any fees to my account as a result of this transfer?
  
  No fees will be charged to customers that transfer as a result of this event.
• What if I have life support equipment in my home?
  
  If you are reliant on life support equipment please contact your new supplier to ensure you continue to receive your life support rebate.
• What will happen to my government concessions?
  
  If you are a holder of a government concession card, health card or you are eligible for any government rebates please contact your new supplier with your details to ensure the correct arrangements are applied to your account.
• Do I have to remain a customer of my new supplier?
  
  No. You were automatically transferred to your new supplier in order to minimise any supply disruptions to your but you can chose to remain or accept a negotiated supply agreement with another electricity retailer.
• What if I was waiting to be transferred to another retailer?
  
  The transfer has been cancelled upon last resort arrangements coming into effect and you will have been transferred to the retailer of last resort for your area.
• What if I was waiting to be transferred to Jackgreen?
  
  This transfer will have been cancelled upon last resort arrangements coming into effect and you continue to be supplied by the retailer prior to your request to transfer to Jackgreen.
• What if I have a complaint or a current dispute with Jackgreen?
  
  You need to continue to communicate with Jackgreen or its representative on these issues.
• What if Jackgreen owe me money as a customer or a supplier?
  
  The amount owing by Jackgreen to customers will be impacted by the final bill to be issued for the period ending on 18 December. If after issue of the final invoice the customer is still owed money by Jackgreen, these customers will be unsecured creditors of the company and will need to contact PKF that have been appointed as the Company’s Administrators and lodge a proof of debt form.
  
  If Jackgreen owed you money as a supplier you will be an unsecured creditor of the company and will need to contact PKF that have been appointed as the Company’s Administrators and lodge a proof of debt form.
  
  Contact Details for PKF are:
  
  Level 10
  1 Margaret Street
  Sydney NSW 2000
  Ph: (02) 8221 2270  Fax: 9240 9821

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