We're here
for you.
Whether you have a billing query, need help with your meter, or want to understand your contract, find everything below.
How your electricity is generated
Understand how your renewable energy is sourced, matched, and tracked on a half-hourly basis.
Read moreChanging occupancy
Moving into or out of a premises? Let us know so we can open or close your account smoothly.
Read moreDeemed electricity rates
Find out what rates apply when you take over a site already supplied by UrbanChain.
Read moreMaking a complaint
Not happy with our service? Here's how to raise a complaint and what to expect from us.
Read moreAccessing your site
What to expect when an engineer or UrbanChain representative visits your premises.
Read moreEmergencies
In a gas or electricity emergency, here's who to call and what to do immediately.
Read moreMetering charges
Understand monthly metering charges for your supply, including MOP, DC, and DA rates.
Read moreAdhoc fees
Pass-through charges like manual meter read fees: what they are and when they appear on your invoice.
Read moreErroneous transfers
Been switched to the wrong supplier by mistake? Find out how we resolve it quickly.
Read moreLate payment fees
How late payment fees work, how to avoid them, and what to do if you're having difficulty paying.
Read moreMeter disconnections
When disconnection may occur, your rights, and what debt support is available.
Read moreWhat to expect when you join UrbanChain
From signed contract to your first bill: exactly what happens during onboarding, step by step.
Read moreFAQs
FREQUENTLY
ASKED.
Why is UrbanChain less volatile than wholesale energy?
Because you're getting energy directly from renewable generators who've agreed to sell for a certain price over a longer period. This means prices don't rise and fall in the same way as the wholesale market, where renewable prices are pegged against fossil fuel prices.
How does it work?
Our platform connects renewable energy generators directly with consumers. Our AI technology matches generation and consumption every half-hour, eliminating middlemen and creating a more efficient, transparent marketplace where energy is traded locally.
How is UrbanChain energy generated?
UrbanChain energy comes from a diverse portfolio of renewable sources including solar, wind, hydro, and biomass. These generators connect to our platform and are matched with consumers based on your needs and their production capabilities.
Is UrbanChain renewable energy traceable?
Yes, completely. Our platform tracks every unit of energy from its source to your consumption on a half-hourly basis. This provides verifiable proof of renewable energy use for your Scope 1-3 emissions reporting, unlike traditional certificates.
How does local energy work?
We connect you with renewable generators in your region, reducing transmission losses and grid charges. Our platform creates local energy communities where power is generated, traded, and consumed within the same area, supporting local economies and improving energy efficiency.
Get help
STILL NEED
HELP?
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