FREQUENTLY ASKED QUESTIONS

We recommend submitting your request online for the quickest processing.

Submit your move request through our online form here.

Online

Once your online application is submitted, you will receive a confirmation email detailing all of the services you have signed up for online.

Phone
If you prefer to speak with someone, call us on 1300 664 715 (International: +61 3 7046 4300) between 8am–8pm Monday–Friday or 9am–5pm Saturday (AEST).
During this short call, we’ll finalise your moving details and set up your connections to ensure your new property is ready for move-in day. 

The fastest way to set up your new home is through our digital platform.

Once your application has been submitted, you will receive an email with a personalised link to manage your move online. This is the fastest way to finalise your connections and ensure everything is ready for your move-in day.

Prefer a phone call? If you choose not to complete your move via the online link, don’t worry - we will give you a call a few days before your move date to guide you through the process and confirm all your details.

Our Commitment: Whether you move online or over the phone, we aim to confirm your application within one business day of submission to take the stress out of your move.

If your personal details have changed, please email [email protected] (include your property address) or call us on 1300 664 715 (International: +61 3 7046 4300) between 8am–8pm Monday–Friday or 9am–5pm Saturday (AEST).

You can find information about the range of different services we can help you with in Our Services section of our website.

To discuss adding another service to your application, please call our office on 1300 664 715 (or +61 3 7046 4300 if you are calling from outside Australia).  Our office hours (AEST) are 8am-8pm Monday-Friday and 9am-5pm Saturday.

Alternatively, you can send an email to [email protected] (please include your property address) or you can submit an enquiry using the form below and we will call you as soon as possible. 

• If you live in a house your main switch may be located inside the meter box on the outside of property, near the front door or side of the house.

• If you live in a unit your main switch could be located with the meter or inside the property, usually close to front door in fuse box.

• If you live in an apartment your main switch is usually located inside the apartment, or it could be located in the main switchboard cupboard in a central location.

If you would like help to find your main switch call our office on 1300 664 715 (or +61 3 7046 4300 if you are calling from outside Australia).  Our office hours (AEST) are 8am-8pm Monday-Friday and 9am-5pm Saturday. 

Alternatively, you can send an email to [email protected] (please include your property address) or you can submit an enquiry using the form below and we will call you as soon as possible. 

You may have been asked by our Customer Service Representative to confirm the location of your electricity meter, to ensure there is clear access to the meter on the day of your connection. It is important to locate your meter to ensure your electricity connection can be completed successfully. Your electricity meter location will be different depending on the style of property you live in. Please see information below to assist with finding the location of your meter.

Stand alone house: The electricity meter may be located outside the property close to the front door or side of the property. In older style houses this meter may also be located inside a garage or carport. If there are locked gates at the property, which would prevent access to the meters, these will need to be left open on the day of your connection
Unit/Townhouse: It is likely that all of the meters are located in one central location. In some older unit blocks there may only be one meter for the property and the body corporate or landlord may determine how the usage is charged to residents.
Apartment complex: It is likely that all the meters are located in one central location. You may not have access to this part of the complex, please speak with your building manager or body corporate to confirm access requirements if you are having issues.

If you live in a secure complex where an access code is required to enter the building, this information can be passed onto the distributor when you arrange your utility connections. If you need to pass on any access instructions once your connections have been processed please call Direct Connect on 1300 664 715 and quote your application number to discuss your options. 

If you have received a SMS from Direct Connect asking you to call us to avoid disruption to your gas supply, this means your service provider requires your meter number to ensure your account is set up correctly.

If you do have gas, it's important you do not ignore this SMS. You will need to locate your gas meter number and provide it to us.

Meter number formats differ from state to state. Please see below for correct format of your meter in your state:
VIC: Your gas meter number will have 4 numbers followed by 2 letters eg: 1234AB
NSW: Your gas meter number will have 2 letters followed by 5-6 numbers eg: CD123456
QLD and SA: Your gas meter number will have anywhere from 4-10 numbers and usually no letters included.

Once you have located your gas meter number please call our office on 1300 664 715 (or +61 3 7046 4300 if you are calling from outside Australia).  Our office hours (AEST) are 8am-8pm Monday-Friday and 9am-5pm Saturday. Alternatively, you can send us an email to [email protected], with a photo of the meter number - don't forget to include your property address. If you have difficulty locating the meter number, give us a call and we can talk you through possible locations and/or formats.

Alternatively, you can send an email to [email protected], please include your property address, or you can submit an enquiry using the form below and we will call you as soon as possible.

If you don't have gas at your property, please call us so we can cancel the order.

You may have been asked by our Customer Service Representative to confirm the location of your gas meter, to ensure there is clear access to the meter on the day of your connection. It is important to locate your meter to ensure your gas connection can be completed successfully. Your gas meter location will differ depending on the style of property. Please see information below to assist with finding the location of your meter.

Stand alone house: The gas meter may be located on the outside wall of the property, near the front door or the fence line of the property, around the side of the property, or in the backyard.
Unit/Townhouse: It is likely that the meter is located with all the other unit meters in a communal area such as a shared driveway or with mailboxes, or it could be located on the unit/townhouse itself, similar to a house.
Apartment complex: It is likely that the meter is located with the other meters in one central location, e.g. main lobby, underground carpark, or in a meter room with other apartment meters.

If you live in a secure complex where an access code is required to enter the building, this information can be passed onto the distributor when you arrange your utility connections. If you need to pass on any access instructions once your connections have been processed please call Direct Connect on 1300 664 715 and quote your application number to discuss your options.

Below is some information which may help you to get your electricity working.

Have you turned your main switch on? If you live in:
A house - your main switch may be located inside the meter box on the outside of property, near the front door or side of the property.
A unit - your main switch could be located in one central location with the other meters or inside the property, usually close to front door in a fuse box.
An apartment - your main switch is usually located inside the apartment, or it could be located in the main switchboard cupboard in a central location.

Have you checked multiple power sources?
If you have power on some sources but not all, your power is connected. You will need to contact the person who manages your property as there may be a fault at the property.
On the day of connection was the main switch turned off and were the meters accessible?
If your main switch was not turned off, or if the technician could not access the meters/main switch on the day of connection, the technician may not have been able to connect your power. Please call us so we can talk you through next steps.

Were there any notes left in the meter/letter box from the technician?
If there is a note from a technician, please call us so we can talk you through next steps.

Is there a power outage in your area?
You can check if there is an outage by searching online, if your neighbours are also without power it is likely there is an outage in your area. If you need help to determine this, you can call us and we can help you.

If you would like to talk to someone please call our office on 1300 664 715 (or +61 3 7046 4300 if you are calling from outside Australia).  Our office hours (AEST) are 8am-8pm Monday-Friday and 9am-5pm Saturday. 

Alternatively, you can send an email to [email protected] or you can submit an enquiry using the form below and we will call you as soon as possible. 

Below is some information which may help you to get your gas working.

Are any of your gas appliances working?
If you have a gas stove and it is working but your gas hot water isn't, you may need to light the pilot light on your hot water system. There may be instructions on the system to explain how to do this, alternatively, you may need to call the person responsible for the property to find out how to light the pilot light.
 

Do you have bottled gas?
If you have bottled gas, check that the bottle is "open" to allow gas flow. If it is, and you have no gas, your bottle may be empty. You will need to call the provider to arrange a refill. Their contact details will be located on the gas bottle.
 

If you have natural gas, is the gas lever "open" to allow the gas to flow through to your appliances?
In order for gas to flow to your appliances, the lever on the gas meter needs to be running parallel to the pipes. Once it is, gas should flow, allow about 30 minutes for the gas to run through, then try your gas appliance/s again.
 

Is there a lock/tag or plug on your meter?
If you find any of the above on your gas meter, call us so we can talk you through next steps.

If you would like to talk to someone please call our office on 1300 664 715 (or +61 3 7046 4300 if you are calling from outside Australia).  Our office hours (AEST) are 8am-8pm Monday-Friday and 9am-5pm Saturday. 

Alternatively, you can send an email to [email protected] (please include your property address) or you can submit an enquiry using the form below and we will call you as soon as possible.  

If you are concerned you have not yet received your first bills for your new property, please contact Direct Connect on 1300 664 715 and quote your application number and we can investigate this for you. 

If you have a general billing enquiry for water, gas and/or electricity, please contact your service provider directly. Your service providers contact details will be located on your most recent bill.

If you have received a letter addressed to the occupier of the address please contact Direct Connect on 1300 664 715 and quote your application number to discuss this further.