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?

We have a range of payment options available to our residential and business customers. You can:

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?

Some factors will make your request for a payment extension more complicated, such as:
  • 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?

There are a number of reasons you may be experiencing a high bill.

Use the High bill checklist(PDF, 36kb) to find out why your bill might be high.

Contact us if you have any further concerns about the size of your bill, or would like some tips on how you could save energy.

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?

A daily supply charge is the fixed daily cost for providing you with electricity or gas.

What is the NMI on my electricity bill?

The NMI is the National Meter Identifier – a number used to identify the electricity meter at your property.

What is the MIRN on my gas bill?

The MIRN is the Meter Installation Reference Number – a number used to identify the gas meter at your property.

What is the DPI on my gas bill?

Your DPI is your Delivery Point Identifier – a number used to identify the gas meter if you live in NSW.

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?

You can find your rate on the back of your most recent bill under 'charge/rate'.

Contact us if you need help, or complete our enquiry form. Don't forget to include your address and account details.

When is my next meter read due?

Details of your next scheduled meter read can be found on your bill. Contact us if you need more help or request a callback

How can I find out my account balance?

Contact us or request a callback and we'll provide you with that information. Have your address and account details handy.

Can I pay by direct debit using my credit card?

Yes, you can set up direct debit payments from your MasterCard®, Visa and American Express credit cards.

You can:       

When will the direct debit occur?

Our bank will withdraw from your nominated account on a day nominated by us or 13 working days after your bill is issued. This appears on your bill as the due date.

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?

You’ll need to check with your bank. Having enough funds in your account means you shouldn’t be charged these fees.

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?

Yes. Unless you’ve agreed otherwise, your account details will only be shared with our financial institution to initiate withdrawals from your nominated account, or in connection with a claim of an alleged incorrect or wrongful withdrawal.

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.

Where can I find EnergyAustralia’s privacy policy?

We take the management of your personal information seriously. Our privacy policy states explicitly how we comply with the Federal Privacy Act.

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.