New: the federal battery rebate pays the full rate on the first 14 kWh, the exact size of the ElektroBank 14, and steps down over time.
New: the federal battery rebate pays the full rate on the first 14 kWh, the exact size of the ElektroBank 14, and steps down over time.
Customer success
Every customer goes through our customer success process, and because
tariffs, devices and households change over time, we stay with you over time.
After installation we check that your system has been set up properly, is performing as designed, and is doing what we said it would.
We check that you are on the best tariff for how your household actually uses energy, so the savings are maximised from day one.
Things change over time, tariffs move, an EV arrives, the family grows. We continue to monitor your savings over time, and we do not rest until you are happy.
When you call
Your call is answered by a human, ideally in real time. If we are helping someone else, we call you back as soon as we can. No phone trees, no scripts, no overseas call centre.
For the app, your system, tariffs or anything else.
We reply from Frenchs Forest, not a ticket farm.
Homeowner sales, quotes and consultations.
Frenchs Forest, NSW
Confirms your setup and tariff after install, and re-checks them as things change.
Frenchs Forest, NSW
Frenchs Forest, NSW
Getting started with the Empower app, adding your household, reading your energy flows, and what the numbers mean.
A step-by-step guide to getting the most from a wholesale plan like Amber with your ElektroBank, including how the system arbitrages prices for you.
If something does not look right, call us. We can see your system's diagnostics from the office and resolve most issues remotely.
Every key product document and user guide, structured and downloadable.
Answers to the most common questions on tech support, savings, installation, warranty, backup and the app.
Customer success confirms it with you after install, then keeps checking as things change.
Yes, EmpowerIQ monitors your usage for the first 30 days, and then analyses your usage patterns along with currently available electricity plans to identify the best options for you.
If you have backup circuits installed, they will be powered by your ElektroBank. If you have solar PV connected, then it will be used to recharge your system.
If you require support or are dissatisfied with any aspect of our products, services, sales process, installation, warranty support or customer service, you can submit a complaint by:
Email: support@empowerenergy.com.au
Phone: 02 8745 8821
Please include your Elektrobank 14 serial number (starting with EB0xxx…) contact details, site address, and a description of the issue.
We will acknowledge receipt of your complaint as soon as possible and advise you when you can expect a response. We will investigate the matter and work with you to resolve the issue fairly and promptly. If a final response cannot be provided within 15 business days, we will provide a progress update. We aim to provide a final response within 25 business days unless an alternative timeframe is agreed with you.
If you are not satisfied with the outcome of your complaint, you may contact your relevant State or Territory consumer protection agency. Where applicable, complaints may also be referred to the New Energy Tech Consumer Code (NETCC) Administrator.
A dedicated line for installers and resellers, answered by our Frenchs Forest engineering team, for commissioning, fault-finding and site queries.
02 9154 5156
Everything needed to quote, install and commission an ElektroBank system.
Want to become an installer or reseller? See Partners.
