FAQ's

About Eglinton Village Energy (Eve)

What is a Community Energy Sharing Network?

Lot owners can agree to provide access to their roof space for Eve to install Eve solar panels. These lot owners will be deemed to have ‘Opted-In’. The Eve solar panels are owned and maintained by Eglinton Village Energy (a Zenith Energy subsidiary). The solar energy will flow into a community distribution network and battery storage, which then provides electricity to Eglinton Village homes.  There is a connection to the SWIS to supplement Village sourced power.

As an owner of any residential property in Eglinton Village, you may choose to "opt in" to host Eve solar panels on your roof. In return for you agreeing to host Eve solar panels, you get access to discounted electricity supply from Eve (terms and conditions apply), compared to electricity supplied by Synergy at its regulated/gazetted A1 tariff (as adjusted from time to time). The discount is presently 20% off the consumption component of the Eve A1 rate (which is equal to the Synergy rate).

Residents will enjoy the benefits, while making a sustainable choice, without the installation and maintenance costs normally incurred when installing solar on their homes.

Eve's Solar Generation Program (Opt-In) vs Self-Supply

What is the difference between the Eve Opt-In Program and Self-Supply?

The Eve Opt-In Program allows customers to receive a discount on their electricity usage while Eve owns and operates the solar assets.

Self-Supply allows customers to install and own their own solar and (if applicable) battery system, subject to Eve approval.

Can I stay in the Opt-In Program?

Yes. Participation in Self-Supply is optional. Customers may remain in the Opt-In Program if they prefer. Contact us to discuss your circumstances.

Can I switch from the Opt-In Program to Self-Supply?

Yes. Customers who have not yet had Eve-owned solar installed may elect to opt out of the Opt-In Program and apply for Self-Supply. Customer who have had Eve-owned solar installed can still elect to opt out of the Opt-In Program and apply for Self-Supply, however fees may apply for the removal of the equipment.

If I choose Self-Supply, do I keep the 20% Eve discount?

No. The 20% discount is only available to customers participating in the Eve Opt-In Program. Customers who choose Self-Supply are not eligible for the discount.

Why do I lose the 20% discount if I install my own solar?

The Eve Opt-In Program and Self-Supply are separate arrangements. The 20% discount forms part of the Opt-In Program under which Eve owns and operates the solar assets. Customers who choose Self-Supply instead own and operate their own system, and are therefore not eligible for the Opt-In discount.

Which option is financially better?

This will depend on individual circumstances including:

• Household electricity usage
• Solar system size
• Battery size
• Energy export levels
• Upfront installation costs

Customers should obtain independent financial advice and installer quotations before making a decision.

Contact Eve to discuss your individual circumstances and for more information pertaining to the benefits of Eve's Solar Generation Program (Opt-In).

Eve's Solar Generation Program (Opt-In)

How much does it Opt-In cost?

If you Opt In to have solar panels hosted on your roof, there is no cost of purchasing the solar system yourself.

What does a 20%* saving per annum mean for Eglinton Village residents?

The average home consumes 17 kWh per day which equates to an electricity cost of approximately $5.10 at the currently gazetted A1 tariff. The average power consumption per year (excluding fixed charges) is $1,861, so a 20% saving equates to $372 per annum.  

There is also the added saving of not having to pay for the installation of Eve solar panels. An average system could cost around $6,000-$8,000. You may also consider the savings of not having to maintain the system yourself which particularly in a coastal suburb, can add up quickly.  

The 20% saving can be adjusted from time to time in accordance with applicable terms and conditions.

There are circumstances under which we can reduce the discount where our costs increase, but you will never pay more than the Synergy A1 tariff.

Where will the Eve solar panels be installed?

These Eve panels will not be located in a street facing position to maintain the aesthetic of your home. Eglinton Village Energy will work with your builder to understand the layout of your roof and minimize any impact to other fixtures as may exist. Eve will ask that you do not intentionally shade the Eve panels.

What happens if I sell my house?

If you have already opted in, the new owner either has the option to continue enjoying the benefits of participation as you have or may elect to opt out in which case costs of removal of Eve solar panels and inverter will apply upon application to Eglinton Village Energy.

If you have not opted in and the new owner wishes to do so they may join the community energy sharing network at that time.  

What if I don't opt-in?

At Eglinton Village, you will be supplied electricity by Eve at its standard residential tariff which is matched to the Synergy A1 tariff. Alternatively you may select another residential electricity plan of your choosing. See our Electricity Plan page for more information.

If I opt-in, can I opt-out later?

Yes, you can opt-out at any time. Please note that the cost of removing the panels will be at your expense and Eglinton Village Energy will require your agreement to a quoted price prior to us actioning any removal request.

If you opt-out, you also lose the Eve discount.

What if I don’t opt-in and want to install my own solar panels?

You will need to get permission from Eglinton Village Energy to ensure your installation is safe for your home and your neighbours’ electricity supply via the community energy sharing network. You will be charged for power from Eve at its standard rate, which is matched to the Synergy A1 residential tariff

Would Eglinton Village Energy access my property and what is the process?

Where Eglinton Village Energy needs to access your property for routine maintenance and inspection, Eglinton Village Energy will endeavour to notify you 72-hours in advance to arrange a time convenient to yourself. If a circumstance arises that may threaten property or livelihoods, Eglinton Village Energy will waive this notification period, in line with its standard form contract and Emergency Management Plan. Our top priority is the safety of yourself and your family.

Self-Supply in Eglinton Village

What is Self-Supply?

Self-Supply allows eligible Eve customers to install and operate their own approved solar and/or battery system, subject to Eve's technical requirements and approval process.

Why is Eve now allowing Self-Supply solar?

Eve has received approval of a regulatory exemption that allows limited customer-owned rooftop solar systems to connect to the Eve network, subject to approval and technical requirements.

When can I apply for Self-Supply?

Applications open on 1 July 2026.

Who can apply?

Customers connected, or intending to connect, to the Eve electricity network may apply, provided the proposed system meets Eve's technical requirements and approval conditions.

Is approval guaranteed?

No. All applications are subject to technical assessment to ensure the proposed system can operate safely and reliably within the Eve network. Customers must also ensure that their proposed solar or battery inverter is included on the approved Eve inverter list.

How long does approval take?

Assessment timeframes may vary depending on application volumes and the completeness of the information submitted. Applications containing all required documentation will generally be processed faster and could be completed in less than 4 weeks.

Can I install solar without a battery?

Yes.

Can I install a battery without solar?

Yes.

Can I install an electric vehicle charger?

Yes. Certain EV chargers may require notification to or approval from EVE depending on the equipment and configuration proposed. For example, if the EV charger supports Vehicle-to-Load (V2L) or Vehicle-to-Grid (V2G) functionality, the customer must obtain Eve approval before installation.

Is there a maximum system size?

Yes. System size limits apply. The maximum inverter capacity at Eglinton Village is 10kVA.

Can I expand my solar system later?

Any future expansion or modification must be submitted to Eve for technical review and approval prior to installation.

Can I use any solar installer?

Customers may engage their preferred installer. However, all installations must comply with Eve's technical requirements and approval process.

Can I use any inverter?

No. Only inverter makes and models approved by Eve will be permitted for connection. Please refer to the approved inverters list.

Will I receive a feed-in tariff for energy exported to the network?

Approved Self-Supply customers may be eligible to receive export credits for excess energy exported to the Eve network.

Current export rates are:

• 3pm to 9pm: 10 cents/kWh
• All other times: 2 cents/kWh

These rates may be amended from time to time.

Can I receive battery rebates or government incentives?

Eligibility for government rebates and incentive programs is determined by the relevant government agency and applicable program rules. Customers should independently confirm eligibility before making purchasing decisions.

Will Eve provide financing for solar or batteries?

No. Self-Supply customers are responsible for arranging and funding their own solar and battery systems.

Will I receive compensation if export limits change?

No compensation arrangements currently apply. Customers should refer to the applicable terms and conditions governing their connection and participation.

Will my system be subject to export limits?

Yes. Approved systems will be subject to export limits to maintain network stability, power quality and reliability.

What export limit will apply?

The export limitation is 1.5kW at this stage.

Why are export limits required?

Export limits help ensure safe and reliable operation of the Eve network and allow fair access to network capacity for all customers.

Can Eve remotely disconnect my solar system?

Eve does not intend to disconnect approved systems unless required for safety, compliance, maintenance or network protection purposes. Customers must comply with the applicable connection agreement and technical requirements.

What happens if my application is rejected?

Where possible, Eve will provide information regarding the reason an application could not be approved. Customers may be able to amend and resubmit their application.

What happens if my installer installs equipment before approval is granted?

Customers should not proceed with installation before receiving approval from Eve. Installing equipment before approval may result in delays, additional costs, equipment replacement requirements or refusal of connection approval.

Will there be any applicable fees?

Yes. An Application Fee of $7.53 (including GST), and a Meter Reprogramming Fee of $109.25 (including GST) will apply. Please refer to the Fees & Charges page on our website.

My builder has included solar in my build. What should I do?

Customers should contact Eve as early as possible so the proposed installation can be reviewed against Eve's technical requirements.

Can I include Self-Supply solar in my building contract?

Yes. However, customers should ensure any proposed equipment and installation arrangements comply with Eve's requirements prior to installation. Request your Builder to contact Eve for further information, or visit our website.

Who owns the solar system?

Under Self-Supply, the customer owns the solar and battery system.

Who is responsible for maintenance?

The customer is responsible for maintaining all customer-owned equipment.

Will Eve inspect my installation?

Eve reserves the right to inspect, review or request evidence of compliance to ensure ongoing compliance with applicable technical and safety requirements.

What happens if I sell my property?

The solar and battery system generally remain with the property unless otherwise arranged by the owner. Future owners must comply with Eve's applicable requirements.

Will my solar and battery work during a power outage?

This depends on the system design and installed equipment. Not all solar and battery systems provide backup power functionality. Customers should discuss backup power capabilities with their installer.

Can I install a generator?

Any generator connection proposal must be reviewed and approved by Eve before installation.

What happens if Self-Supply capacity is reached?

Eve does not currently anticipate the approved exemption capacity being exhausted in the foreseeable future. Should network constraints arise in the future, additional assessment requirements or capacity management measures may be introduced.

Why does Eve require approval if Western Power already approves solar systems?

The Eve network operates under a different regulatory and technical framework to the broader Western Power network. As the operator of the Eve network, Eve must ensure all connected systems comply with network-specific technical, safety and operational requirements.

Customer Support & Assistance

What support is available if I'm experiencing financial hardship?

If you're experiencing financial difficulty, please contact us as early as possible. We offer support options and will work with you to find an appropriate solution.

I rely on life support equipment. What should I do?

Customers who use life support equipment should register with Eve so we can provide important information and support relating to your electricity supply.

Can I contact Eve if I need interpreter or accessibility services?

Yes. We provide interpreter services, National Relay Service access and can provide documentation in accessible formats upon request.

How do I make a complaint?

If you're unhappy with any aspect of our service, we encourage you to contact us first so we can work with you to resolve the issue fairly and promptly.

Your ‘Opt-In’ Agreement and retail Electricity Supply Agreement both provide instructions on how to notify Eglinton Village Energy of any enquiry or complaint you have in respect to your service. Eglinton Village Energy also has Financial Hardship and Family Violence policies to ensure that if you have any difficulties in your personal circumstances, Eglinton Village Energy can help to support you towards better times. 

Eglinton Village Energy operates under an electricity distribution license and a retail license and will be regulated by the Economic Regulation Authority to ensure it meets the defined standards in the same way as Western Power and Synergy. Eglinton Village Energy is further a member organisation of the Energy and Water Ombudsman Western Australia. The Energy and Water Ombudsman Western Australia is an independent, impartial body that investigates and resolves complaints about electricity, gas, and water providers. Our services are free and available to everyone. 

How do I contact Eve?

Our Customer Service team can assist with account enquiries, billing, payments, connections and general questions via phone or email during business hours.

Building Your Home

Should I apply for Temporary Power or Permanent Power (or both)?

The type of application you'll need depends on what stage your home is at.

• Temporary Power is used while your home is about to be built. This type of power supply provides electricity during construction.
• Permanent Power is the final electricity connection once your home is complete and ready for occupancy.

If you're unsure which power supply application is right for you, please speak with your builder first, as they'll know what stage your build is at and when each application should be submitted. If you have any questions after speaking with your builder, our Customer Service team is happy to assist.

How long does the connection process take?

Timeframes vary depending on whether all required documentation has been provided, electrical notices has been subitted by your Electrical Contractor (Builder) and payment has been received by our Finance Team. Submitting a complete application early can help avoid delays and Eve will walk you through every step of the process.

What happens after my application is submitted?

We'll review the application, confirm any outstanding requirements, and work with your builder or installer to coordinate the connection once everything is ready.

What happens if additional information is needed?

If we require further information or documentation, we'll contact the applicant as soon as possible to explain what's needed before the application can progress.

Can connection be delayed?

Connection may be delayed if required documentation is incomplete, inspections have not been completed, or the installation doesn't meet the applicable technical requirements. We'll keep you informed if any issues arise.

Who do I contact if I have questions during construction?

Our Customer Service team is available to assist homeowners, builders and electricians throughout the connection process and can help explain each step.

Moving In & Your Electricity Account

When should I set up my electricity account?

We recommend submitting your Move In request as soon as you know your occupancy date. This helps ensure your electricity account is ready when you move into your new home. Note: If you are a Homeowner and have undergone a Temporary or Permanent connection, you may have already opened an account with Eve; if so, you will not be required to submit a Move In request.

What happens after I submit my Move In request?

Our team will review your request, establish your electricity account and contact you if any additional information is required before your move-in date.

Will my electricity already be connected when I move in?

If your property has completed the required connection process and your electricity account has been established, electricity will be available when you move into your home. If you have any questions, please contact Eve.

Who do I contact if I have questions before moving in?

Our Customer Service team is here to help with any questions about your account, connection or move-in process.

Customer Choice

Can I change my energy retailer?

Yes, you can change electricity retailer to an alternative ERA licenced retailer provided that the licenced retailer agrees to Eve's terms of access to microgrid electricity. An alternative ERA licenced retailer will need to engage with Eglinton Village Energy. 

If you change your retailer, the discount from Eve will not be available.

How does customer choice work?

Customer choice is a core value for Eve.

In light of this, we provide access to microgrid energy for on-supply by any licenced third-party retailer you might prefer to buy electricity from, provided that those retailers agree to our terms of access.

How it works

If you want to buy microgrid electricity from another licenced retailer, please ask the retailer to contact us and we can explain how things work.

In summary:

• We offer “wholesale” microgrid electricity under the Microgrid Electricity Transfer Access Contract (or METAC). To sell electricity to consumers at Eglinton, a third-party retailer will be offered supply on the basis of the METAC. Our METAC applies an “industry standard” approach to access terms and conditions with which licenced retailers should be familiar.

• We provide metering services to third party retailers under our standard terms, which will apply under the Metering Code.

• We invoice a third-party retailer for electricity supplied to Eglinton customers, which is then on-sold to Eglinton customers by that third party retailer.

Small print

The small print for third party retailers is below, and can be found on our Small Print page:

• METAC
• MSLA,
• Metrology Procedure via the ERA website.
  

Customers

Customers wishing to transfer to another licensed retailer should contact that retailer directly to initiate the process.

Billing & Payments

When will I receive my first electricity bill?

Your first bill will be issued after your electricity account has been established and meter data has been received for your property.

How often will I receive bills from Eve?

Eve issues bills on a monthly basis.

How can I pay my electricity bill?

Eve offers several payment options, which are outlined on your bill. If you need assistance paying your account, please contact our Customer Service team before the due date.

What if I can't pay my bill on time?

We understand circumstances can change. Please contact us as soon as possible so we can discuss available payment assistance and support options.

Why does my bill include both a daily supply charge and usage charges?

Your electricity bill generally includes a daily supply charge for being connected to the network, together with charges based on the amount of electricity you've used.

How can I better understand my electricity usage?

Your bill provides a summary of your electricity consumption, and our team can help explain your usage if you have questions. We also provide practical energy-saving information to help reduce your electricity costs.

Why is my electricity bill higher than expected?

There are several reasons why your electricity bill may be higher than usual, including increased electricity usage, seasonal changes (such as heating or cooling), additional occupants in your home, or the use of high-energy appliances.

If you're concerned about your bill, our Customer Service team can help you understand your electricity usage and answer any questions you may have.

My electricity usage hasn't changed. Why has my bill increased?

Even if your daily routine hasn't changed, electricity usage can vary due to seasonal weather, changes in appliance efficiency, or longer periods of appliance use. Your bill may also differ if the billing period contains more days than your previous bill or your bill has an estimated reading.

If you believe your bill doesn't reflect your electricity usage, please contact us and we'll be happy to investigate.

How can I reduce my electricity bill?

There are a number of ways you can reduce your electricity usage, including:

• Turning off appliances at the wall when they're not in use.
• Using energy-efficient lighting and appliances.
• Setting your air conditioner to an efficient temperature.
• Reducing unnecessary heating or cooling.
• Running major appliances, such as dishwashers and washing machines, with full loads.

Small changes can make a noticeable difference over time.

I think there's something wrong with my bill. What should I do?

If you believe your bill is incorrect, please contact our Customer Service team as soon as possible. We'll review your account, explain your electricity usage and charges, and investigate any concerns you may have.

What uses the most electricity in my home?

The biggest contributors to household electricity usage are typically:

• Air conditioning and heating.
• Electric hot water systems.
• Clothes dryers.
• Pool pumps.
• Ovens and cooktops.
• Refrigerators and freezers.

Understanding which appliances consume the most electricity can help you identify opportunities to reduce your energy usage.

Faults, Outages & Emergencies

Who do I contact if my power goes out?

If you're experiencing a power outage or electrical fault, please contact our 24/7 Faults & Outages line on 1800 920 062 as soon as possible.

How do I know if there's a planned outage?

Where possible, we'll notify affected customers in advance of planned outages. You can also check our Fault & Outage Alerts page for updates.

What should I do if I notice damaged electrical equipment?

Stay well clear of damaged electrical infrastructure and report it immediately to our 24/7 faults team on 1800 920 062.

When should I call 000 instead of Eve?

If there is an immediate danger to life or property, always call 000 first. Once it is safe to do so, contact Eve so we can respond appropriately.

How quickly will my outage be restored?

Restoration times vary depending on the cause and complexity of the fault. Our team works to restore power safely and as quickly as possible while keeping customers informed.