Bill Hero needs to receive each of your bills to perform the analysis and rank your options for switching. Our email forwarding system makes it easy for you to have Bill Hero monitor and compare every bill automatically, without you even needing to lift a finger. How does email forwarding work? Bill Hero automatically creates a unique email forwarding address for you to use with your retailer(s). They send bills to your Bill Hero forwarding address, and we auto-forward each message to your personal address. ℹ️ Bill Hero never initiates any emails delivered through the email forwarding system. We only ever forward messages that are sent to a correct and current email forwarding address. You'll receive each forwarded message in your personal inbox, within about 10 seconds of it being sent. Routing your retailer emails via the email forwarding system means that Bill Hero can detect every bill as it passes through, and will automatically analyse each one for you. How are Bill Hero email forwarding addresses allocated? Your Bill Hero address will usually be created with the same username as your personal email address, but at the billhero.com.au email domain rather than at your personal email domain. We call this the 'friendly address'. ℹ️ If your personal email was [email protected], your auto-generated Bill Hero address would be [email protected] If your personal email address has a common username, it's possible that the corresponding billhero.com.au forwarding address might already be in use by another Bill Hero subscriber. In this situation, the Bill Hero system will fall back to using a unique 'long-form' address, with the username based on an internal unique code. ℹ️ An illustrative example of a long-form Bill Hero forwarding address is [email protected]. Every Bill Hero subscriber automatically gets their own unique long-form address, but we only display and use it if your friendly address is already in use by a different subscriber. How do I use my forwarding address? A Bill Hero email forwarding address is just another standard email address, and it can receive email in exactly the same way as any other email account. You can set up your energy retailer account(s) to send your bills and account correspondence to your Bill Hero email forwarding address instead of directly to your personal email. Either give the retailer your Bill Hero forwarding address when you set up a new account, or call their customer support team and instruct them to replace the contact address on your existing account with your Bill Hero forwarding address. All messages sent to your Bill Hero email forwarding addresses will be auto-forwarded immediately to your personal email, so you'll still receive all your bills and account correspondence within about 10 seconds of them being sent. All forwarded messages are sent verbatim, including the exact email content and any attachments that were present in the original email. The only difference is that we add an identifier to the original subject line, so the Subject: line for all forwarded emails will start with: [Forwarded by Bill Hero] - All forwarded messages are sent from the custom Bill Hero address and email domain [email protected], but the reply to: address in each forwarded message will remain the same as it was in the original email, so if you reply to a Bill Hero forwarded email, your reply will go to the originator, not to Bill Hero. How do I find my unique email forwarding address? You can find your personal forwarding address by logging in to the Bill Hero Subscriber Portal at https://portal.billhero.com.au How can I tell the difference between email messages that Bill Hero forwards from external senders and Bill Hero's own email messages? Bill Hero never initiates any emails delivered through the email forwarding system. We only ever forward messages that are sent to a correct and current email forwarding address. However, we do also send our own Bill Hero messages, such as your comparison results and email responses from our support team. Forwarded emails originating from external senders will always come from the unique email subdomain forwarder.billhero.com.au. Bill Hero's own email messages will come from the main Bill Hero email domain billhero.com.au Potential Misuse Bill Hero never initiates any emails delivered through the email forwarding system. We only ever forward them. The email forwarding system is not limited to forwarding bill emails from energy retailers. It will immediately forward any email addressed to a valid Bill Hero email forwarding address. All forwarded messages are sent verbatim to the subscriber's corresponding personal address. You can test this anytime by sending your own email to your Bill Hero forwarding address. If you or your retailer shares your Bill Hero forwarding address with other senders, this system will also forward their messages to you. It's possible that an external party could obtain your Bill Hero email forwarding address and use it to send spam or other unwanted messages. ⚠️ Spam If you're being spammed through the email forwarding system, please get in touch with our support team at [email protected], so we can investigate and block that sender.

Bill Hero FAQ

Set your Solar system and Battery size

It's now quite common for solar plans to include stepped rates or capacity limits that impact the feed-in tariff revenue that can be achieved for that plan. For example, a retailer might offer a solar plan available only to households with solar systems rated 10kW or less. Similarly, some plans are available only for battery-equipped households, and may also feature eligibility restrictions based on battery capacity. Bill Hero will include or exclude these kinds of solar- and battery-capped plans from your results once it knows your solar system's kW rating. Solar system sizing and battery data information are generally not visible in your bills, so you need to tell Bill Hero the system directly. You can do this via the Subscriber Portal. Solar system size refers to the inverter rating There are two main components in a solar system: the panels on your roof and the inverter that converts the direct current (DC) electricity they generate into alternating current (AC) power for use in your home. It's common that the aggregate capacity of the panels on your roof will exceed the inverter rating. 🛈 Solar Panel Capacity The rated capacity of a solar panel is the power it will generate under standard test conditions, measured in watts (W). There are 1000 watts in 1 kilowatt (kW). Under ‘standard test conditions’, a new solar panel rated at 350 W will generate 350 W of power. But in practice, the actual power generated will be less than this, and depends on: - climate zone - weather conditions - time of day and the season - location - slope of the panel - the direction the panel faces - dirt, debris or shading on the panel - wiring and other system factors. A home solar system might include 19 x 350 Watt panels, so the system size would be 6,650 Watts or 6.65 kW. However, the inverter is typically smaller than the panel output. For example, a 6.6 kW solar system will often be paired with a 5 kW inverter. The panel rating is a 'best case' power output benchmark, and in real life, they will rarely, if ever, actually output power at the full rated capacity, so an 'under-specced' inverter makes sense.

Subscriptions

Cancelling your Bill Hero subscription

Your Bill Hero subscription starts on the day you sign up and complete your annual subscription fee payment. Bill Hero subscriptions will auto-renew on the anniversary of your start date, unless cancelled. We hate sneaky subscription renewals too Bill Hero adopted the annual subscription model because it provides a manageable mechanism to support the continuous bill monitoring and comparison service that Bill Hero provides. However, we're aware that a year can be a long time, and an annual subscription renewal can come as a surprise. We've taken steps to mitigate this: - Your upcoming renewal date is prominently displayed in a dedicated panel in every results email we send to you. This is intended to keep the approaching renewal visible, so you're not surprised when it finally arrives - We also send a dedicated renewal notice email seven days before we initiate a charge for your renewal payment. Cancelling a new subscription under the Savings Guarantee Every Bill Hero annual subscription comes with a money-back Savings Guarantee, which applies to the first bill(s) analysed and compared for you. This means that if you're already on a competitive plan, and Bill Hero cannot find the guaranteed annualised savings for you after analysing and comparing your first bill(s), you can cancel immediately for a full refund. If you're eligible for the Savings Guarantee, your 'below guarantee' results email includes instructions on how to initiate the cancellation. To cancel your subscription and request a refund, simply reply to any Bill Hero correspondence clearly stating your intention to cancel. Bank handling of refunds When a refund occurs very soon after the original payment is made, some banks may process the refund by reversing and deleting the original debit transaction instead of creating a new and separate credit transaction to your account. This can mean that all records of your Bill Hero subscription transaction may simply disappear from your bank statement. After a refund is initiated, funds will typically be credited to your account within 1-2 business days. However, the official advice from our payments platform provider, Stripe.com, is that it can take up to 10 business days for a refund to be fully processed and appear in your account. If you believe something has gone wrong with your refund, please contact our friendly support team at [email protected]. Cancelling an Active subscription Our policy is that cancellation of an Active subscription will take effect at the end of the current subscription period. If you cancel, Bill Hero will continue to monitor, analyse, and compare your bills for the remainder of the current subscription period. However, auto-renewal will be disabled, and the subscription will end at the end of the current subscription period. To cancel your subscription, log in with your personal email address and click the subscription card for the subscription you want to cancel. You'll be invited to leave brief feedback about your experience with Bill Hero. Please take a moment to provide us with some feedback on your way out - your honest feedback is valuable, and helps us improve the service. Cancel your active subscription If you encounter any issues during the cancellation or refund process, please contact us at [email protected]. Our support team is ready to investigate and resolve any concerns you may have.

Bill Hero FAQ

What is the 'Bothered Threshold'?

After your first switch, Bill Hero monitors every new bill that arrives and calculates what additional savings are available for you on each one. You set your own 'Bothered Threshold' for the savings you'd need before bothering to switch again. Bill Hero will report to you on every bill, but we'll only initiate a new switch when we find annualised savings greater than your Bothered Threshold. For new subscribers, the default Bothered Threshold is set to $50. Tip You can change your Bothered Threshold at any time in the Subscriber Portal

About Bill Hero Results

Bill price vs Comparison price

Bill Hero sends an email with a summary of the results found for each bill processed, which includes Bill price, and Comparison price. Bill price is the final price displayed on your bill, showing the amount you need to pay, or the amount your account is in credit for that bill cycle. Comparison price is a value calculated by Bill Hero that represents the charges associated with the current bill period. Comparison price include consumption and supply charges, and any incentives, and discounts that may also apply to your bill. We use Comparison price to compare your bill against all the other plans available and relevant for you in the market. Generally, the Bill price and Comparison price will be the same value, but not always. Here's why these can sometimes display different values. Balance brought forward If there was a credit or debit balance on your account at the start of the billing period, then the final bill price will include that credit or debit. Bill Hero compares on the charges and credits accrued during the billing period, independently of the debit or credit balance for your account at the start of the billing period. We do not include the balance brought forward in the comparison price. Prepayments It's becoming increasingly common that the most competitively priced plans include a prepayment component. Bill Hero bases the comparison on the costs associated with your actual consumption over the billing period, regardless if you've pre-paid for some or all of that consumption. Concessions Concession schemes vary by state, and are dynamically calculated on the base bill price rather than a fixed concession amount. This means that Bill Hero cannot assume the dollar value of a concession present in your bill will also apply to the alternative plans we calculate pricing for. Bill Hero handles this by adding-back any concession present in your bill to find the base price, then we compare on that base price. This allows us to find the best-priced plan for you, excluding concessions. Your eligibility for your concession will not change no matter which retailer and plan you switch to, but the dollar value for your concession credit under that new plan will be different. The best-priced plan excluding concession will still be the best-priced plan after the concession has been recalculated and applied. Bill Hero treats the Queensland Electricity asset ownership dividend as a concession. Once-off fees and credits Your bill can include various one-time fees and charges including credit card processing fees, meter reconfiguration fees, late payment fees, etc. It can also include one-time credits like welcome credits. These kinds of fees and credits do not relate to your consumption or bill period duration, and by definition, they will not apply to future bills, because they are 'one-time' elements. We do not include these kinds of fees and credits in the comparison price

Switching

'Do It For Me' Switching

Bill Hero’s 'Do It For Me' (DIFM) switching service is an optional concierge service to make your energy switch application to your chosen retailer on your behalf. DIFM closes the loop on the energy comparison experience to deliver a true end-to-end solution to minimise your energy bill expenses permanently. To make a switch application for you, Bill Hero will need to collect some information from you, including Personal Information. We'll also need a signed Letter of Authority so we can engage with energy retailers on your behalf. We've developed a seamless and simple process to collect this information, and you only need to do it once - the same information can be re-used to facilitate your next DIFM switch in future. Step 1 - Choose your retailer and plan Bill Hero does not provide 'advice' or make the choice of retailer and plan for you. However, our system makes it easy for you to make an informed choice by presenting factual information and easily digestible analytics on how each plan ranks by price, based on your own unique consumption profile. Step 2 - Switching options Self Serve Switching You can choose to apply to your chosen retailer yourself, either over the phone or via the online signup forms that all retailers offer. Bill Hero always provides all the details required to enable you to sign up yourself. 'Do It For Me' Switching In most (not yet every) cases, Bill Hero will offer to make the application on your behalf. Look for the 'Do It For Me' option on the Plan Details screens that we publish for every plan in our system. We call this part of our service 'DIFM'. Every retailer needs the same information to onboard you as a new customer, and the signup process is one of the points of friction that results in more customers staying on sub-optimal plans for longer. Bill Hero can collect that information once, then re-use it as often as you choose to facilitate the switch application multiple times. Most of the information required by any retailer to onboard you as a new customer is already present in your uploaded bill, so with Bill Hero, there's no need for you to re-enter it. You'll need to provide some additional information so we can complete the application on your behalf. We will securely save your information, so we can make the process even easier for you next time by pre-filling the next application form. Our Privacy Policy protects all personal information collected and held by Bill Hero, and we will provide it to your chosen retailer only with your authority, and under your instruction, according to our Terms of Service. After delivery to the retailer, your personal information will become subject to their privacy policy. Do It For Me service fee DIFM switching is an optional, paid service, with a service fee for each switch application performed on your behalf. The DIFM Switching fee is clearly presented on the first screen of the process: The DIFM Switching service fee will be charged only when your switch application has been completed. Switching energy plans means making an application to the new retailer to enter a new energy supply agreement. Retailers have the discretion to accept or reject new customer applications as they see fit, and Bill Hero makes no representation that your chosen retailer will accept your application. The DIFM switching service fee is not refundable. If, after placing an application on your behalf, your chosen retailer rejects your application for any reason, you can choose an alternative retailer and plan, and Bill Hero will facilitate a new application to that retailer on your behalf, under the same DIFM switching service fee that you'd already have paid. Alternatively, you can make a new application to a new retailer yourself.

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All about email forwarding

Set your Solar system and Battery size

Cancelling your Bill Hero subscription

What is the 'Bothered Threshold'?

Bill price vs Comparison price

'Do It For Me' Switching