Understanding your bill
If you receive your bills via email, you might want to check your junk mail folder to ensure your eBill hasn’t been filed incorrectly and check with your email administrator that their firewall isn’t blocking our emails. Our email bills are sent from firstname.lastname@example.org or by arrangement if you’re a large industrial customer. If you’ve asked us to resend an email bill, it will be sent from email@example.com.
If you want to view your bills that have previously been issued, we recommend logging on to My Account. You can also update and check your contact details via My Account to ensure we have your correct email address and mailing address. To do this, please go to your ‘Settings’ in the top right corner then select ‘Contact details’. We also suggest downloading our free mobile app via the Apple and Google Play App stores. Our app sends you an alert when each bill is issued so that you can check your inbox or keep an eye on your letterbox.
Billing delays happen from time to time, and if your bill is late you can rest assured that we will be working behind the scenes to get it to you. You don’t need to contact us or take any action.
There are several reasons why your bill may be higher than expected – for instance, if you’ve recently been using more air-conditioning or heating, if you’ve moved to a larger house or if you’ve been spending more time at home. Check out our higher than expected bill checklist for more information.
If you don’t have a smart meter that can be read remotely, your meter needs to be read in-person. Sometimes, the meter reader might have issues accessing your meter (for example, if you have a locked gate or a dog in the yard). In these cases, we may have to use an estimation of your energy usage. The estimate is based on your property's previous usage pattern. For those of you with meters that are hard to access, estimates mean we can keep up regular bill cycles without asking you to stay put to provide access for each scheduled reading and without you having to pay for special readings.
If you’ve received an estimated bill and you don’t have a smart meter or solar power, then you can submit your own meter reading. Once we receive your reading, we’ll calculate a revised bill and send it to you.
We need to arrange a meter read at least once every 12 months. If your meter hasn’t been read in the last 12 months, you will need to contact us so that we can organise a suitable time for your meter to be read.
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.
The Australian Government now requires energy retailers to include a bill benchmark on all residential electricity bills, 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. If you want more information, please view our helpful bill guides.
Paying your bill
We offer Regular Pay, a flexible payment plan to residential customers who’ve been with us for at least six months as this time allows us to accurately estimate your annual usage and ensure that estimated payment instalments will cover your energy usage.
Please note that this payment option can’t be set up if:
- You are currently part of our hardship program
- You have 2 or more broken payment plans for the account in the past 12 months
- Your outstanding account balance for the account is $1,500 or more;
- Your account is overdue by 90 days or more
Yes, you can set up direct debit payments from your MasterCard, Visa and American Express credit cards.
You can either:
- Login to My Account and set up a direct debit for each account you have with us, or
- Complete the Direct Debit request form on our Payment Options page
There are no merchant service fees when you set up direct debit payments from your MasterCard, Visa or American Express credit card.
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 have a regular payment arrangement and you know you won’t have sufficient funds to pay your next direct debit payment on time, you can login to My Account at least three days before the due date to change your direct debit payment date or ask for an extension.
When there’s not enough funds in your account to cover your bill, your bank may charge you a fee. You might also miss out on your pay on time discount if you don’t ask for payment extension and there aren’t enough funds to cover the amount. Also, if you have insufficient funds in your account to cover your bill or request a payment extension, it may result in your pay by due date discounts not being applied. Late payments fees may also apply on some plans if you don’t pay on time.
If you need further assistance you can also contact us and we'll be happy to help.
You'll need to check with your bank.
To ensure your direct debit runs smoothly, make sure:
- You either set up direct debit in My Account or sign and return a form 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 bank if you’re unsure)
- You have sufficient funds in your account
- You notify us as soon as possible of any changes, such as credit card expiry dates
If you need more time (up to 4 weeks) to pay your bill, you can set up a payment extension via:
If you set up your extension via My Account or the EnergyAustralia app, you will be able to select your new payment date. If you request a payment extension via the online form, a new due date will be determined for you.
If you’re having greater difficulty paying your bill and would like to discuss your options, you can get in touch with us via live chat.
Some factors can complicate payment extension requests, such as:
- if your total amount due is greater than $5,000
- if you need a payment extension that is greater than two weeks (this does NOT apply to My Account or the EnergyAustralia app)
- if you’ve received a reminder notice or disconnection warning from us
- if you’ve already requested a payment extension on your current bill
If any of these factors apply, contact us so we can discuss your options.
Yes. Your account details will only be shared with our bank to initiate withdrawals from your nominated account, or in connection with a claim of an alleged incorrect or wrongful withdrawal.
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.
Live Chat team is available Monday to Friday 8am-9pm and Saturdays 9am-6pm AEST.
Our Contact Centre is open Monday to Friday 8.00am to 6.30pm AEST. We’re closed on national holidays.
- 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’ll never ‘cold-call’ you asking for your personal details in exchange for tempting
discounts, or threaten you with disconnection if you don’t give us your credit
We will never email you asking for personal or credit card information – especially if it’s via a website link. Similarly, if you receive a phone call offering a large 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, we will never ask for your personal information via email. Other indicators of an email that could indicate that it’s a scam include:
- Strange grammar or bad spelling
- Links to websites that aren’t what you’d expect
- Offers that are ‘urgent’
- Emails that have attachments
Our electronic bills to residential customers are sent from firstname.lastname@example.org, or by arrangement if you’re a large industrial customer. If you’ve contacted us to resend a bill, it will be sent from email@example.com. If you receive an email from a different email address that says it relates to your EnergyAustralia bill, please do not open it or click any links it contains.
Some hoax emails can be well-written and persuasive so ultimately, if the email is asking for your personal information, ignore it. More information about scam emails and phishing can be found here.
If you have already provided your personal information over the phone or via a website, you may be a victim of a hoax. This may be fraudulent, and you should contact your bank immediately.
If you have any concerns or you’re unsure whether you’ve been targeted, please contact us for further advice.
In 2013, EnergyAustralia stopped using door-to-door sales to sign up potential customers.