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.

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.

 

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

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

High bill checklist

Use the high bill checklist 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. 

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.

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.

A daily supply charge is the fixed daily cost for providing you with electricity or gas.
The NMI is the National Meter Identifier – a number used to identify the electricity meter at your property.
The MIRN is the Meter Installation Reference Number – a number used to identify the gas meter at your property.
Your DPI is your Delivery Point Identifier – a number used to identify the gas meter if you live in NSW.

Let us take the hassle out of your move.  Contact us to connect your electricity and gas. See:

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.

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

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

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

You can:       

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.

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.

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

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.  

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  (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

 

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.

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.

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.

  • 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.

Since 31 March 2013, EnergyAustralia has ceased using door-to-door sales to sign up potential customers.

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.

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.

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

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.

Our customer service centre hours are:

Monday to Friday

8.00am to 6.30pm AEST

We’re closed on national holidays.

Want to chat with us online?

Our energy experts are available for live chat:

Monday to Friday

8.00am to 9.00pm AEST

Saturday

9.00am to 6.00pm AEST

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Want to chat with us online?

Our energy experts are available for live chat:

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Saturday

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Your questions answered

What information do I need to register for My Account?

To register for My Account, you'll need your Account Number (which can be found on your EnergyAustralia bill), an email address and some ID handy, like a Driver's Licence or Medicare Card, so that we can verify your identity.

You will also be asked to set up a password for your My Account.

You can register now at My Account.

How is the bill estimate calculated?

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.