FAQs & Support

Home HQ is available in all Australian States excluding NSW. If we receive an order from NSW we will register your interest and let you know when Home HQ is available in your area. 

Any NSW orders will be cancelled and refunded.  

Security Industry Regulation in NSW means we are unfortunately not able to sell Home HQ in this State at this stage. We hope to have this available in the near future. 

The Home HQ app is supported by Apple iOS devices running iOS 6.0 or later. Compatible with iPhone, iPad and iPod touch.

The Android app is supported on devices running Android 4.3 Jelly Bean or later.

With Home HQ, you aren't limited to smart products only from one manufacturer. We are working hard to expand the compatibility and capabilities of Home HQ to connect with even more devices, such as smart locks, and standalone cameras. As a Home HQ customer, we'll keep you informed on our expanding product range. 

Home HQ uses Bluetooth, Wi-Fi, and Zigbee wireless technology to connect with compatible devices. If there's a device you would like to see work with Home HQ, please send your feedback to homehq@originenergy.com.au.

The Home HQ gateway connects to your internet. You will need a broadband internet connection and wireless router. Your router must also have a spare Ethernet port to plug in the Home HQ gateway, and you will also need a power outlet nearby to power the gateway.

You will also need a compatible smartphone in order to use the Home HQ app (Apple iOS devices running iOS 6.0 or later and Android 4.3 Jelly Bean or later).

Yes! Home HQ is designed to be a simple DIY installation experience without requiring any permanent fixtures. 

You can now control your Home HQ using Alexa and your Amazon Echo! Get started by searching for 'Home HQ' in the Skills section of the Alexa app, or you can enable the skill here. 

We are currently working on compatibility with the Google Assistant and Google Home, and hope to have this feature available soon.

Alexa is the cloud-based voice service from Amazon. Alexa is the brain behind Amazon Echo and other Alexa-enabled devices. Using Alexa is as simple as asking a question—just ask, and Alexa will respond instantly.

Please direct any enquiries regarding Home HQ to homehq@originenergy.com.au.

For any enquiries relating to your Origin Energy electricity or natural gas accounts, please contact 13 24 61.

Send an email to homehq@originenergy.com.au and we will endeavour to respond within one business day. 

If you're looking for post-sales support, please view our full range of support articles here.

You do not need to be an Origin Energy customer in order to purchase and use Home HQ. 

Origin will have access to your account and contact details to assist with your service and to improve the Home HQ experience. We can also tell which devices are connected to Home HQ and whether they are activated. If you have any privacy concerns, you can view our privacy collection statement at https://www.originenergy.com.au/privacy.html 

No, only you can access your video content. It is stored securely and remotely in the cloud.

As per our privacy collection statement, we may share your anonymised data with our third-party partners. Please see the statement at  https://www.originenergy.com.au/privacy.html

If you have made a purchase outright the transaction will appear on your statement as SP * ORIGIN HOME HQ.

For purchases made via PayWhirl instalment payments, each instalment will appear on your statement as a transaction from ORIGIN ENERGY.

The exact appearance on your statement may be different depending on your service provider.

We ship via Australia Post standard shipping which has an expected delivery time frame of 3-7 business days. 

Orders placed before 10:00am on a business day will generally be fulfilled same day. Any orders after this time will be fulfilled next business day where possible. 

If for any reason we are unable to fulfil orders within these time-frames we will endeavour to let you know as soon as possible.

You can track your order via the Australia Post website.

Home HQ is currently available in all Australian States excluding NSW and ACT.

Need some assistance? You can access a full range of support articles here.

We want you to be completely satisfied with your Home HQ purchase. You can return for exchange or full refund any item purchased from us within 30 days of purchase. Email homehq@originenergy.com.au with your order number and we will process your refund or exchange.

Returning defective products under warranty

If a Home HQ-branded device is found to be defective, we will allow you to exchange your defective Home HQ-branded sensor for another product on our store of the same price up to 12 months after purchase. *Any unauthorised tampering, misuse, modification, or negligence in handling or use of product renders the warranty void.

We will cover all reasonable and customary ground shipping fees to exchange defective products.

For products that are not branded Home HQ, our support team can help you get in touch with the manufacturer of those products to discuss returns and replacements.

Return by mail

You can return online purchases from the Home HQ store through the mail. To return an online purchase:

1. Email our staff at homehq@originenergy.com.au with the reason for return, and obtain the return shipping address information. If the product is defective, Origin will send you a pre-paid return shipping label. For change of mind returns, the purchaser will take sole responsibility for the cost of shipping the returned goods.

2. Pack your return in the original shipping package, if possible.

3. Send your return via Australia Post to the address provided by Home HQ Support.

For proof of delivery, we recommend that you keep a record of the parcel tracking number.