Late bills

I received an SMS regarding my delayed bill – what does this mean for me?

This SMS is just to let you know that your bill has been delayed and that we’re currently working to fix this. We appreciate your patience and we’re sorry for the inconvenience. 
 

I no longer have this account with you – why have I received this SMS?

Your final bill for your former account has been delayed. Even though you no longer have this account with us, you’re still responsible for payment for any energy you used while this account was in your name.
 
Under government regulations, where there’ve been billing delays, you’ll only be asked to pay bills that cover the last nine months (from the date of your final bill).
 

Do I need to do anything?

At this stage we don’t need you to do anything. We just want to reassure you that we’re working to get your bill to you as quickly as possible.
 

Why is my bill delayed?

There could be several reasons why your bill has been delayed, including issues with our billing system or missing information from your energy distributor. 
 
As mentioned above, you don’t need to do anything about this; we’re working to get your bill to you as quickly as possible.
 

When will I receive my bill?

We’re sorry that you haven’t received your bill. Please be assured that we’re working to ensure your bills are sent out on time, but we also want to make sure we get it right. 
 
Once your bill does arrive, we can offer you an extended period to pay or a payment arrangement if this will help. 
 

What do I do about payment?

We know that late bills can be harder to pay. So, if it helps, we can offer you various payment options: 
 
Before you get your bill:
 
  • You can make advance payments before you get your bill or set up a Regular Pay plan to make regular advance payments. This is a common payment method that helps you manage your bills. 
  • If you no longer have this account with us, you can still make advanced payments before you get your final bill. 
If you’d like to take advantage of this option or make advance payments, please call us on 1800 049 982. 
 
When you get your bill:
  • You can arrange a longer payment period or a payment arrangement by calling us on 1800 049 982.
Under government regulations, where there’ve been billing delays, you'll only be asked to pay bills that cover up to nine months. You won’t be charged for any delayed bills that cover a period of time longer than nine months.
 

What if I’m already paying by using the Regular Pay method?

 
While we work on sending your bills, please continue to make your regular payments as arranged. These payments will be reflected on your next bill.
 
If you’d like us to review your arrangement, just call us on 1800 049 982 once you’ve received your bill. 
 

What should I do next? 

There’s no need for you to do anything until you receive your bill. 
 
However, you can make advance payments before you get your bill or set up a Regular Payment plan to make regular advance payments. This is a common payment method that helps you manage your bills. If you no longer have this account with us, you can still make advanced payments before you get your final bill. If you’d like to take advantage of this option or make advance payments, just call us on 1800 049 982.