Accounts bills & payments FAQs
Why is my bill delayed?
There could be several reasons why your bill was delayed.
Most delays are because of issues with our billing systems or because the information on your account is either incorrect or incomplete. For example when the meter reads don’t correctly match your meter type, delays may occur.
Understand more about your delayed bill.
What are my payment options?
Can I have an extension to pay my bill?
If you just need an extra week or two to pay a typical bill you can:
We will automatically adjust the due date. You’ll just need to enter your account details and some information that can be found on your current bill.
Contact us if you’re having greater difficulty paying your bill and would like to discuss your options.
Why can’t I get a payment extension?
- if the total amount due is greater than $1,000
- if you need a payment extension that is greater than two weeks
- if you’ve received a reminder notice or disconnection warning from us
- if you’ve already requested a payment extension on your current bill
Why is my bill so high?
Am I entitled to a concession on my bill?
Depending on your individual circumstances and which state you live in, you may be entitled to a concession on your electricity and/or gas account.
See our summary of the different concessions available to residential customers in each state and the relevant state government websites that contain more information on these concessions.
Why is my bill estimated?
We try to base all accounts on actual meter reads. If we can’t retrieve data from your meter, often because it’s inaccessible, we apply an estimated read based on what we know about your normal usage.
What is the daily supply charge?
What is the NMI on my electricity bill?
What is the MIRN on my gas bill?
What is the DPI on my gas bill?
I'm moving home or my business – what do I need to do?
Let us take the hassle out of your move. Contact us to connect your residential or small business electricity and gas.
What rate am I on?
When is my next meter read due?
How can I find out my account balance?
Can I pay by direct debit using my credit card?
When will the direct debit occur?
What happens if I don't have enough funds in my account?
If you know you won't have enough money in your account at the time of the bill being due, contact us at least three days before the due date so we can alter your direct debit payment date and put an extension on your account.
If we aren't notified then the direct debit will still occur as normal. If you don't have enough money in your account to cover your bill your bank may charge you a fee.
How much will the bank charge me if I’ve overdrawn?
Can I make frequent payments via direct debit?
We offer flexible payment options to residential and small business customers who’ve been with us for at least six months. You need to have been with us for this period so we can accurately estimate your annual usage – it also ensures estimated payment instalments cover the amount of energy you’re consuming.
If you accept this payment option then it can’t be used to manage any outstanding debt or to credit manage your accounts.
Contact us to find out more.
What are my direct debit responsibilities?
To ensure your direct debit continues smoothly, make sure:
- you sign and return a completed direct debit form in My Account or from our payment options page (you’ll also receive this as part of your confirmation pack)
- your nominated account can accept direct debits
- you’ve provided correct account details (check with your financial institution if you’re unsure)
- you have enough funds in your account
- you notify us as soon as possible of any change of details, such as credit card expiry dates
Are my bank account details kept confidential?
Does EnergyAustralia ask for my personal information via email?
EnergyAustralia will never email you asking for personal or credit card information – especially if it is via a website link. Similarly, if you receive a phone call offering a heavy discount on your energy bill or threatening to disconnect you if you do not supply your credit card information you can be certain that this is a scam.
How do I recognise that an email is not really from EnergyAustralia?
Firstly, EnergyAustralia will never ask for your personal information via email. Other ways that hoax emails can often be identified include:
- Strange grammar or bad spelling
- Links to websites that aren’t what you’d expect
- Offers that are ‘urgent’
- Emails that have attachments
However, keep in mind that hoax emails can be well-written and persuasive. Ultimately, if the email is asking for your personal information, ignore it.
How do I know the person on the phone is not from EnergyAustralia?
- If the person claiming to call on our behalf threatens disconnection of your service unless you provide your credit card details
- If you are being offered a massive discount on your bill in exchange for your credit card information
We will never ‘cold-call’ you asking for your personal details in exchange for tempting-sounding discounts, or threaten you with disconnection if you don’t give us your credit card number. You should hang up on anyone who does.
How do I know it's a legitimate EnergyAustralia representative door knock?
Since 31 March 2013, EnergyAustralia has ceased using door-to-door sales to sign up potential customers.
What should I do if I suspect I have been a victim of this kind of hoax?
If you have already provided your personal information over the phone, or if you have entered it via a website, you may be a victim of a hoax. This is fraud, and you should contact your financial institution immediately.
If you have any concerns or you are unsure if you have been targeted, please contact us for further advice.
Where can I find out more information about scams, or report one?
SCAMwatch is a website run by the Australian Competition and Consumer Commission (ACCC). SCAMwatch provides information to consumers and small businesses about how to recognise, avoid and report scams. Visit them at http://www.scamwatch.gov.au/Scamwatch.
Why is the there a table on my bill comparing my household's electricity consumption to a benchmark?
The Australian Government now requires energy retailers to include a bill benchmark on all residential electricity bills. This requirement has been introduced to help customers make decisions about energy usage and to encourage energy conservation. The bill benchmark allows you to compare your electricity usage with others in your community.
When is the Call Centre open?
Our customer service centre hours are Monday – Friday, 8am – 6.30pm AEDT. We’re closed on national holidays.