FAQs

Frequently Asked Questions

Support

BidEnergy provides this FAQ which should hopefully hold the answer to every possible BidEnergy related question you could ask.

If our help centre isn’t being as helpful as intended and you still have a burning question that needs to be answered, then feel free to contact BidEnergy’s friendly Customer Service team – the cost of our support is included in your subscription.

We think we’ve designed a software product that’s easy to use but sometimes you’ll have a question or issue that needs solving.

While actual metrics are provided in your Service Level Agreement, as a guide, we aim to process all of your common requests e.g. account openings and closures within 1 business day. If you have a request that sits on the more complex end of the spectrum we will endeavour to get you an answer within 3 business days.

If for some reason, we are unable to complete your request within this time period, we will be sure to keep you updated as to when we believe your issue will be resolved.

We keep updating this FAQ with answers and how-to’s. Let us know if you think anything’s missing by sending us a message.

Setup and Data

At BidEnergy there are no set up costs. All that is required is that you simply subscribe to your chosen pricing plan and our automated source-to pay software is ready for you to use.

From here if you’d like assistance setting-up and loading your data, initiating procurement, automating accounts payable or undertaking cost reduction and emissions analysis – just say the word – BidEnergy or one of our network of partners will happily assist you.

Subscription pricing is available from our sales team.

The short answer is yes. The longer answer is, that we have a tiered data access model. BidEnergy staff and our partners are restricted to seeing only the data that they need in order to help the customers that they’re assigned to help.

We explain in more detail how we protect your privacy in our Privacy Policy below.

Adding your data to BidEnergy is simple – we do all the heavy lifting. Provide us with a Letter of Authorisation, your facility details and a list of your current suppliers. From here the BidEnergy operations team will source all your data and place it onto the BidEnergy platform.

Sound a little complicated? Don’t worry it’s not – we have templates that make this whole process a breeze.

At BidEnergy you control who can and can’t access the data associated with your subscription through the use of your own admin account. As an admin you are free to create and remove user access to your data at your own pleasure.

Certainly not. You own your data – BidEnergy only manages it on your behalf.

If you want to stop using BidEnergy, your data will be retained by BidEnergy for 3 months, after which time it will be securely archived. With a BidEnergy subscription our service makes your data accessible both in its raw form and in a series of reports and export files.

No, your company’s administrator will need to change the email address you use to log in to BidEnergy.

Procurement

At BidEnergy we do our best to provide you with energy market visibility but because suppliers influence price not demand, we’d rather not forecast what they’ll do!

We limit our advice to a few simple rules:

  • Don’t leave re contracting your energy supply too late
  • Do contract with more than one supplier (suppliers generally have different geographic advantages)

Do allow for downward offer re-pricing by suppliers by giving them price feedback.

The short answer is no. Network utility costs are set by your local benevolent monopoly provider. What you can do is review the prices you’re being charged for network costs to see if there are lower prices available to you – BidEnergy helps you with this as part of some of our subscription services.

Functions and Delivery

Put simply, BidEnergy’s software delivers energy spend visibility and control over the entire contract cycle. We provide source to pay functions for Facilities, Market, Procurement, Contracts, Budget, Payment and Reports.

These functions are a little complicated to explain in a FAQ so we’ve written user guides for each of these functions. Our head of Customer Service, thinks they make fantastic bedtime reading.

BidEnergy is not an energy retailer. Our Services include a platform to enable both buyers and sellers to buy or sell energy services, and then manage their delivery and use. We don’t buy these energy services for our customers, nor do we supply these services on behalf of vendors.

We deliver our services using the web and our source to pay solution. There’s no local software for you to install or hardware you’ll need to buy – you can access BidEnergy anywhere with an internet connection. BidEnergy is offered as a subscription. Contact our sales team if you’d like to learn more here.

Messaging

We’re able to offer the BidEnergy services in any energy market across the globe. Currently BidEnergy provides its services to customers in USA, UK, Australia and New Zealand.

Messaging

To manage your facilities, energy supply and invoicing you’ll generally need to provide BidEnergy with two of three things:

  • The facilities’ address
  • The supplier account details (a previous bill for the site works great)
  • A photo of the meter at the site (you get a gold star for having this)

You also need to give us the connection date and any other information you want to track your facility with on BidEnergy like a tag, cost code, site contact details etc.

When we receive an invoice for a facility we’ve not got a record of, or when we receive a final bill for a site you have not told us is closing, we need you to let us know how we should update your facility records.

If you let us know that a facility is opening or closing ahead of time we will update your facility record such that we don’t need to send these messages.

BidEnergy will email you a variety of messages on a regular basis to keep you up to date with your energy management. Some of these messages will be generated by BidEnergy e.g. alerts for unusual spend or consumption, routine reports on invoice payments, energy accounting metrics, cost reduction reviews, and carbon reporting.

On other occasions BidEnergy will forward you correspondence it has received on your behalf from your energy retailers e.g. copies of original bills or overdue notice messages etc.

Managing a lot of sites means receiving and sending a lot of messages. If there’s a message type you don’t want to receive let us know here and we’ll arrange for it to be re-routed or turned off.

We timestamp and record who messages are sent to. Most of this is available to you on-line but sometimes you might need to contact us to find out the finer details. If you want to start receiving a message category let us know here.

Payment, Accruals and Budgets

Accounts payable automation improves the process of: paying invoices received, accruing invoices not received, and budgeting for future expenses.

An e-invoice is a file containing structured invoice data delivered electronically. We call this type of invoice a structured pdf or an EDI file. Most energy utility distributors and retail suppliers can e-invoice their customers.

A scanned invoice is not an e-invoice. Scanned documents present the original document as a connected series of lines to make an image. Extracting data from these images requires OCR technology to be used which reduces the accuracy of the data extracted.

n-way matching is the method used to verify invoices so as to reduce fraud. For a delivered product the invoice is matched to the delivery slip and purchase order, to make a 3-way match.

Usually a 3-way match is not possible for electricity or gas retail invoices because the amount of energy is not known ahead of time and so a purchase order cannot be created. BidEnergy can complete a 3-way match for utility invoices as we manage data from customer’s contracts, meter, and network utility prices. We then automatically match the invoice to these external references.

BidEnergy estimates invoices by using combinations of invoice spend and metered usage data.

The following document outlines the Privacy Policy. The headings in bold provide a plain English explanation of the policy and are not intended to be legally binding. The paragraphs underneath that in plain text are the Privacy Policy which you are required to read, understand, and agree to before using any of the BidEnergy services.

Why we have this policy

BidEnergy Pty Ltd (ACN 158 837 097) (“we”) are committed to protecting your privacy and have adopted careful measures to protect the privacy and confidentiality of personal information provided to us.

This policy explains how we collect, use and disclose personal information in the provision of our BidEnergy services (“Services”) and the conduct of our business generally.

We are bound by legislation which governs the handling of personal information. Personal information can include name, gender, date of birth, address, telephone and fax numbers, email address, credit card details, employment details and if and where applicable, information that constitutes “‘sensitive information”. It also includes information or an opinion about an identifiable individual.


What personal Information do we collect?

We may collect personal information about you, such as (but not confined to) your name, business address, business phone number and mobile/cell number and email address.

The circumstances and purposes of collection of personal information may include:

  1. when you apply to access or register for our Services;
  2. when you use our Services in a way that requires you to provide your personal information;
  3. when through our Services you enquire about or seek a quotation for a service or product offered by an energy supplier;
  4. when you telephone us, email us or visit our website and make an enquiry to which a later response is requested and to do so requires your contact details;
    in the other circumstances mentioned in this privacy policy; and
  5. when you ask to be included on a marketing or other email or distribution list.

How we collect personal information?

We will only collect personal information using lawful and fair means.

We collect information in the following ways:

Information you give us. When you register or otherwise sign up for Services, you will be asked for basic registration information, such as an email address and password. You may also provide us with passwords, usernames, account numbers, and other account information relating to your interaction with third parties (such as suppliers) (“third parties”) for the purposes of providing our Services to you.

Information from third parties. To provide you with our Services, we may collect, on your behalf, your account, invoicing, usage and other relevant personal information from third parties. Before doing this, we will have you sign and return a letter of authority. In some cases, this will be in the format required by the third party. Once we have that we may collect your personal information by email, phone or the third party’s portal. We will then present your information to you via our Services. If you choose to access invoices online through our Services, we may store a PDF or HTML representation of your invoices on our servers.

Cookies and other technologies. We use technologies like cookies and pixel tags to provide, improve, and protect our Services. For example, cookies help us with things like remembering your username for your next visit, understanding how you are interacting with our Services, and improving them based on that information. You can set your browser to not accept cookies, but this may limit your ability to use the Services.


Use and disclosing your personal information.

The kinds of personal information we collect and hold depends on the circumstances and the nature of our relationship with you. For example, we will collect certain information from you as a customer and other information from you if you are applying for employment with us.

We use and disclose the personal information collected from or about you for the purpose it was provided or collected, including in the following ways:

  1. To provide the Services to you, and to communicate with you about the Services (including changes to the Services). (The Service may require the disclosure of some information to third parties such as suppliers. For example, if you use the Services to obtain an energy quotation, some personal information may be provided to a third party supplier);
  2. To provide newsletters, marketing or other information you request or agree to receiving;
  3. To perform authorised financial transactions with you;
  4. To respond to enquiries received from you, including feedback or complaints from you; and
  5. To carry out any other purpose for which the information was expressly requested or provided.

We may share personal information as discussed in this policy, but we won’t sell it to advertisers or other third-parties.

We limit the information we provide to third parties to the information they need to help us provide or facilitate the provision of services to us or you. We deal with third parties that are required to meet the privacy standards required by law in handling your personal information, and use your personal information only for the purposes that we gave it to them.

Others working for BidEnergy. We use certain trusted third parties to help us provide our Services. These third parties will access your information only to perform tasks on our behalf and in compliance with this Privacy Policy.

Law & Order. We may disclose your information to third parties if we determine that such disclosure is reasonably necessary to (a) comply with the law; (b) protect any person from death or serious bodily injury; (c) prevent fraud; or (d) protect our legal rights.

Sale/ reorganisation. If we are involved in a reorganisation or sale of our assets, your personal information may be transferred as part of that reorganisation or sale.


We keep your personal information secure.

We take the security of your information seriously and take reasonable steps to protect the personal information we hold from misuse and loss from unauthorised access, modification or disclosure.

Your personal information is stored in the Amazon Web Services cloud which is ISO27001 compliant. We use technical and administrative security measures such as firewalls and encryption techniques, to maintain the security of your information, and regularly review our technology to maintain security.

We restrict access to personal information to those who have a need to know and we implement arrangements to ensure that access to computerised records is available to personnel who need such access, and require passwords to be entered to allow access to personal information.


Where is personal information stored and transferred?

We may store your personal information using Amazon Web Services that may be located in countries including the United States of America. We may also provide limited information – such as the name of a contact person within an organisation that is an energy customer to our service providers in countries within the European Union, India, Philippines, and the United States of America. We take reasonable steps to ensure that this organisation take reasonable steps to ensure that the overseas recipient does not breach applicable privacy legislation in relation to the information.

All personal information collected is stored via a secure server.


How to access and correct the personal information we hold about you?

We encourage you to keep us updated of any changes to your personal information.

If we believe or are informed that the personal information we hold about you is not accurate, complete and up-to-date, we will take reasonable steps to correct it. We may not be able to provide you with access to information in some situations including where doing so may create a serious threat to life or the health of any individual, where it may constitute an unreasonable intrusion into the privacy of another, where your request is in our opinion frivolous or vexatious or where otherwise permitted at law.

Upon request, details of personal information about you held by us will be provided to you, except in the special circumstances where the law requires or enables us to withhold such information. We will provide reasons for any refusal to correct personal information.

To obtain details or a copy of the personal information we hold about you, please contact us at privacy@bidenergy.com and provide sufficient detail about the information in question to help us locate it. We will then use commercially reasonable efforts to promptly determine if there is a problem and take the necessary corrective action within a reasonable time.


Privacy policy may change.

Our Privacy Policy may change from time to time. We will post any privacy policy changes on this page and, if the changes are significant, we will email you.


Contact us if you have any privacy concerns.

Have questions or concerns privacy? Contact us at privacy@bidenergy.com.

The following document outlines the BidEnergy website terms. The subheadings in bold provide a plain English explanation of the terms and are not intended to be legally binding. The paragraphs below that in plain text are the Terms of Service which you are required to read, understand, and agree to before using any of the BidEnergy services.

Preamble

By using BidEnergy, you agree to all the terms below.

Thanks for using BidEnergy!

These terms of service (“Terms”) govern your use of and access to our services, software and websites (collectively “Services”). These Terms form your agreement with BidEnergy Pty Ltd ABN 67 158 037 097 (“we”, “us”). Please read them carefully.

By using our Services, you agree to be bound by these Terms. If you are using our Services for an organisation, you agree to these Terms on behalf of that organisation.


Description of services

BidEnergy is a web based source to pay platform for the energy spend category.

The BidEnergy software platform provides functionality to support facility data management, procurement, finance functions including payments and accruals, and reporting.

Our Services and our Fees are described in our Subscription Agreement. The level of service we provide in delivering these Services is described in our Service Level Agreement (SLA).

You agree to comply with any obligations that may be imposed under each of these policies, which are incorporated into these Terms. These Terms take precedence over those policies. If there is an inconsistency between these Terms and those policies, these Terms will prevail.


Buyer and sellers are responsible for their energy services

It’s BidEnergy’s users who buy and sell energy services.

Our Services include a platform to enable both buyers and sellers to buy or sell energy services, and then manage the delivery and utilisation of energy services. We do not buy these energy services for or on behalf of buyers, nor do we supply these services on behalf of sellers. We exercise no control over either buyers or sellers in their use or delivery of those services. As a buyer, you shall be responsible for satisfying yourself of the features and benefits of any seller’s service offering. As a seller, you shall be responsible for satisfying yourself as to any buyer’s capacity to accept and pay for supply under your contract terms. We do not endorse any of the third parties whose services you become aware of or may be available to you through use of the Services.


Using our services

Play nicely and don’t misuse our Services.

You must not misuse our Services. You agree not to:

  • copy any content from our Services except as permitted by these Terms;
  • provide any information that is untrue or inaccurate;
  • use the Services in any misleading, unlawful or fraudulent manner;
  • use data that is not intended for you;
  • interfere with any other user’s access to the Services;
  • use any automated tool to access, copy or extract information;
  • reverse engineer, disassemble or otherwise attempt to identify any source
  • code associated with the Services;
  • place any disproportionately large load on our servers or other portion of our infrastructure;
  • interfere with our Services or try to access them using a method other than our interface and the instructions that we provide.
  • You may use our Services only as permitted by law.

We may send you service announcements, administrative messages and other information. You may opt out of receiving some of those communications.

We may at any time suspend or stop providing our Services to you if you breach these Terms or our policies. We may also suspend the provision of Services to you if and while we are investigating a suspected breach.


Your responsibilities for login details

You will need to sign up for an account to use BidEnergy. Keep your password safe and let us know if you detect any unusual behaviour on your account immediately.

In order to use the Services, you will need to register as a user. We reserve the right to refuse registration or to refuse to renew your registration. You may create your own BidEnergy Account, or your BidEnergy Account may be assigned to you by an administrator, such as your employer. If you are using a BidEnergy Account assigned to you by an administrator additional terms may apply and your administrator may be able to access or disable your account.

You may be entitled to create a personal account by generating a username and password. If you do so you agree that your login details must only be used by you and that you will keep those details secure and confidential. You must notify us of any unauthorised use of your login details. You will be responsible for any activity that takes place under your login and any breaches of these Terms occurring under your login will be treated as a breach by you.


Your information and your permissions

You give BidEnergy permission to access and share your information to provide services.

When you use our Services, you may provide us with information such as your energy invoices, meter data, your company details and email address (“Your Information”). These Terms don’t give us any rights to Your Information except for the limited rights that enable us to offer the Services. Where Your Information is “personal information” protected by legislation, we will deal with it in accordance with our Privacy Policy.

You give us permission to access Your Information (from energy data suppliers), to back it up, and to share it when you ask us to (such as in a tender or reverse auction situation). You agree that we may access, store, scan and use Your Information to provide you with features such as alerts, searching, and reports.

You agree that you are responsible for maintaining the accuracy of Your Information and that if any of Your Information is incorrect, inaccurate or out of date (for example an erroneous contract end date, email address or other contact details) then we will not be liable for anything that happens as a result when we use that information to provide Services.


Our IP

Please respect our intellectual property.

Using our Services does not give you ownership of or other rights in any intellectual property rights in our Services, our trade marks, logos and other brand features (“Our IP”). Our IP is protected by copyright, trade mark, and other Australian and foreign laws.

You agree not to reverse engineer the Services, attempt to do so, or assist anyone in doing so.


Services “As is”

We strive to provide great service, and we hope our Services make your business simpler. But there are certain things that we can’t guarantee.

We do not guarantee that our Services will meet any specific business or will provide any specific outcome, whether financial or otherwise.

We do not provide financial or other advice. We are not able to bind any third party or to ensure that any third party sells any services or products to you. Nothing in our provision of the Services amounts to an offer by us to sell any energy products or services other than the Services themselves.

We do not warrant that our Services will be available without interruptions.

To the extent permitted by law, we make no (and disclaim all) warranties, either express or implied, about the Services and we provide them on an “as is” basis. To the extent permitted by law, we also disclaim any warranties of satisfactory quality, fitness for a particular purpose, reliability, timeliness, accuracy, completeness and non-infringement of third party rights. Nothing in these Terms is intended to exclude any warranties that cannot at law be excluded.

The Services display some content that is not created or owned by us (such as invoices from suppliers). The entity that makes this information available is solely responsible for its accuracy and we do not accept any liability for it.


Forward Looking Services

We can’t predict the future.

Certain analysis (such budgets) or market charts (such as energy futures charts) included in our Services may contain predictions or estimations as to future circumstances based on assumptions. These are predictions only; made in light of the data we have at the time of their presentation to you. They are subject to a number of risks and uncertainties that could cause actual results or events to differ materially from current expectations. We do not provide any assurance or guarantee that any predictions or other forward-looking Services will materialise or be accurate. You are cautioned not to rely on such Services. We do not undertake to update or revise any such predictions or estimations or any other forward-looking Service.


Limitation of Liability

We limit our liability in certain circumstances if something goes wrong.

To the extent permitted by law, we will not be liable for any consequential, indirect or special losses or damages suffered by you arising out of your use of the Services or otherwise under the Terms, including loss of profits, loss of revenue, loss of production, loss of goodwill, loss of business reputation, damage to credit rating, loss of use and direct, remote, abnormal or unforeseeable loss. The limitation on our liability includes any loss arising out of your use of, reliance on or inability to use the Services, any deletion of data or information that may occur or any circumstance that is beyond our reasonable control.

This limitation applies regardless of whether or not we have been warned or were aware of the possibility of such losses.

To the extent permitted by law, our maximum aggregate liability for all claims relating to the Services will be equal to the amounts paid by you to us for the past 12 months of the services in question.


Resolving Disputes

We will try to resolve disputes through mediation.

If there is any dispute relating to these Terms or the Services provided, we would like to try to sort things out first and address your concerns without needing formal legal proceedings.

Before filing a claim against BidEnergy, you agree to try to resolve the dispute informally by contacting dispute-notice@bidenergy.com. We’ll try to resolve the dispute informally by contacting you via email.

If that does not resolve the concern, the procedure set out in this clause must be followed in relation to the resolution of a dispute concerning the interpretation of these Terms or of the Parties’ rights or obligations (“Dispute”).

Upon any Dispute arising, a Party may give written notice to the other Party that a Dispute exists (“Dispute Notice”). The Dispute Notice shall provide the recipient with the full particulars of the matters in Dispute.
The timetable and process for resolving a Dispute pursuant to a Dispute Notice are as follows:

  • within 5 business days of receipt of a Dispute Notice, the recipient shall hold discussions in good faith in an attempt to resolve the Dispute;
  • if the Dispute is not resolved within 20 business days of the commencement of the discussions or if the discussions have not taken place within the 5 business day period, the Parties shall refer the matter to mediation;
  • the Parties to the Dispute must attempt to agree on the appointment of a mediator. If the Parties cannot agree, a mediator is to be appointed by the President of the Law Institute of Victoria;
  • the costs of the mediation are to be shared equally by the Parties to the Dispute;
  • the Parties to the Dispute shall use their best endeavours to ensure the mediation takes place within 30 days of a mediator being appointed; and
  • the mediation is to take place in Melbourne, Australia.

Except for the purpose of obtaining urgent interlocutory or declaratory relief from a court of competent jurisdiction, neither party shall commence any proceedings in any court, tribunals or otherwise without first providing a Dispute Notice and complying with the dispute resolution process set out above.


Fees & Payment

You’re responsible to pay any invoices, you’re not entitled to any refunds (unless required by law), and if you’re late on payments BidEnergy can suspend or delete your account.

Fees. You must pay, and you authorise us to charge you using your selected payment method for, all applicable fees associated with the Services. Fees are non-refundable except as required by law. You are responsible for providing complete and accurate invoicing and contact information to us.

We may suspend or terminate your access to the Services if fees are unpaid, underpaid or overdue.

Auto Renewals and Trials.If your account is set to automatically renew or is in a trial period, we may automatically charge at the end of the trial or for the renewal, unless you notify us that you want to cancel or disable auto renewal.

We may revise our rates for Services by providing you at least 30 days’ notice prior to the next charge.

Taxes. You are responsible for all taxes. We will charge tax when required to do so. If you are required by law to withhold any taxes, you must provide us with an official tax receipt or other appropriate documentation.

Purchase Orders. If you require the use of a purchase order or purchase order number, you (i) must provide the purchase order number at the time of purchase and (ii) agree that any terms and conditions on your purchase order will not apply to this Agreement and are null and void and superseded by this Agreement.

If you are purchasing through a third party, any terms and conditions from that party or in a purchase order between you and that party that conflict with these Terms are null and void.


Duration

Your subscription sets the start and end time of services.

We will provide you with access to the Services subject to your payment of applicable fees. Certain Services may be provided for a set or limited duration; see the relevant policy and/or product description.


Termination

You’re free to stop using our Services at any time, but conditions may apply.

You’re free to stop using our Services at any time, however any unused portion of accounts paid in advance will not be refunded unless required to at law or under these Terms. Further, where any of the Services requires a minimum time commitment from you, you may be required to pay for the remainder of the time following termination. Alternatively, there may be termination fees which will be notified to you.

We may terminate the agreement formed by these Terms, your access to the Services and your account immediately if:

  • you breach these Terms where the breach is not capable of remedy, or if capable of remedy is not remedied within 7 days of us notifying you to so remedy;
  • you become or are in jeopardy of becoming subject to any form of insolvency administration; or
  • you are a partnership, and the partnership dissolves, threatens or resolves to dissolve or is in jeopardy of dissolving.

Except for accounts that have been pre-paid beyond the relevant period, we reserve the right to terminate and delete your account if you have not accessed our Services for 12 consecutive months or more. We will provide you with notice via the email address associated with your account before we do so.


About these Terms

These terms of service may change from time to time.

We may revise these Terms from time to time, and will post the most current version on our website. If a revision may substantially limit your rights, we will notify you in advance (by, for example, sending a message to the email address associated with your account or posting our website). By continuing to use or access the Services after the revised Terms come into effect, you agree to be bound by the revised Terms.

These terms govern the relationship between us and you. They do not create any third party beneficiary rights.

If you do not comply with these terms, and we don’t take action right away, this doesn’t mean that we are giving up any rights that we may have (such as taking action in the future).

If any term is found to be unenforceable, this will be severed from these Terms and will not affect the validity of any other terms.

In the event of any discrepancy or inconsistency between the commentary provided in the left hand column of this page and the terms in this column, the latter prevails.

For information about how to contact us, please visit our contact page.

These Terms are governed by the laws of Victoria, Australia and you and we submit to the exclusive jurisdiction of the courts of that State.

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