What are estimated bills?
Estimated bills usually happen when the meter reader is unable to read you meter or does not provide your meter data to us. The estimate of your usage is based on your property's previous usage pattern.
Estimated bills have the words "Estimated Reading" printed on the front page. If these words aren't there, your bill has been calculated based on an actual meter reading.
Why do I get estimated bills?
- The meter reader hasn't been able to access your meter to read it.
- The meter reader hasn't provided us with your meter data.
- You have provided us with your own meter reading and we've pro-rated this reading to align to the dates on your original estimated bill.
What happens after I get an estimated bill?
We understand how important it is to you that we calculate your bills using actual meter readings.
If you receive an estimated bill:
- The meter reader will attempt to take an actual meter reading on the next scheduled read date.
- Once we have an actual meter reading, we will make the necessary adjustments to your last billing period so that you only pay for the energy you've used.
- If your last bill was over-estimated and you paid more than you needed to, we will apply a credit to your next bill.
- If your last bill was under-estimated and you did not pay for all the energy you used, we will add those charges to your next bill.
You can also submit your own meter reading. If you've received multiple estimated bills though, please contact us so that we can organise a suitable time for your meter to be read. Your meter should be read at least once every 12 months to ensure that you only pay for the energy you use.
Watch our guide to getting your meter read.
How to avoid receiving an estimated bill
The meter reader will try to access your meter on the date it is scheduled to be read. It is your responsibility to provide safe, unhindered access to the meter at your property.
What should I do?
- Find out where the meter is located at your property and make it accessible. This may mean clearing away growing plants or materials so that the meter is clearly accessible and visible.
- Plan ahead by noting when your meter is scheduled to be read. The date of your next meter read can be located on page 3 of your most recent bill.
- If your meter is not easily accessible, you can contact us at least 3 business days before the scheduled read date to make suitable access arrangements, or give us access instructions to pass onto the meter service provider. This may mean leaving your gate unlocked, having someone at the property, or keeping pets inside.
We aim to ensure that all our customers are billed for the correct usage. To discuss your options for an alternative date to read your meter, contact us on 133 466.
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We use data collected from a sample of our customers, across all states in which we operate, and who have been with us for at least 9 months. We have calculated the total energy costs of similar households from the hundreds of thousands of customers sampled and divided that sum by the total number of customers. Using that as a base we have calculated the approximate energy costs for similar households for each month/quarter.
We then apply the rates for your zone, service charges, and any discounts which come with the plan you select. All these can differ from area to area, state to state, and in some cases even from winter to summer.
The simple part is that we do all the calculating. Our aim is to provide you with an indication of what customers of similar households living in your area could expect to pay on average per month/per quarter. It should not be used as an official quote. The amount you actually pay will be based on your individual energy usage.
If you just need an extra week or two to pay a typical bill you can request a payment extension through:
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.