Skip to main content

We’re currently experiencing delays across all our online chat and call centres. You can avoid wait times by using My Account portal or, sign up to a new energy plan online in minutes.

Hide message
EnergyAustralia logo
  • home icon Home
    • Electricity and gas Show menu dropdown
      • Virtual Power Plant
      • Compare electricity and gas plans Show menu dropdown
        • Upload your electricity bill
      • How to disconnect and reconnect your energy connection
      • Compare electricity and gas plans Show menu dropdown
        • Balance Plan
        • Basic Home
        • No Frills
        • Solar Max
        • Total Plan
        • How to compare plans
        • What is off peak electricity?
        • When to switch
        • What is a tariff?
      • Get an energy quote
      • Go Neutral Show menu dropdown
        • Opt-in for carbon neutral
        • FAQs
        • Go Neutral news and carbon offset projects Show menu dropdown
          • Solid efforts to reduce emissions in Brazil
          • Savanna Fire Management, Arnhem Land, Northern Territory
          • Top End wildfire management
          • Light bulb moments in India
      • New meters and installations Show menu dropdown
        • Timeframes for electricity meter connections
      • Green energy plans Show menu dropdown
        • Green energy options
      • Energy saving and safety Show menu dropdown
        • Electrical safety
        • Natural gas safety
        • Gas appliances safety
        • South Australian Retailer Energy Productivity Scheme (REPS)
      • PowerResponse
      • Energy Plan Information
      • Solar Power
    • Internet plans
    • Moving house
    • Bills and accounts Show menu dropdown
      • Manage your account Show menu dropdown
        • Update your details
        • Register an additional account holder
      • Pay your bill Show menu dropdown
        • Payment options Show menu dropdown
          • Pay my bill
        • Request a payment extension
      • Understand your bill Show menu dropdown
        • Bill guides
        • Energy usage data request
        • Estimated bills
        • Is your bill higher than expected?
      • Switch to eBilling
      • Understand your meter Show menu dropdown
        • A guide to getting your meter read
        • Submit meter reading
        • Smart meters
      • Concessions Show menu dropdown
        • Australian Capital Territory
        • New South Wales
        • Queensland
        • South Australia
        • Victoria Show menu dropdown
          • Utility Relief Grant Scheme
      • Hardship policy Show menu dropdown
        • Financial difficulties
        • Government assistance
      • Family Violence
    • Help and support Show menu dropdown
      • FAQs Show menu dropdown
        • How to reach us during the COVID-19 situation
        • Accounts, bills and payments
        • Anytime Saver
        • Balance Plan FAQ’s
        • Guaranteed Service Level Rebates
        • Solar Max
        • Bulk hot water systems
        • Basic Home
        • Carbon neutral
        • Certificate of electrical safety
        • Changes to your Victorian Energy bills
        • Concessions
        • Default Market Offer
        • Delayed transfers
        • eBills
        • End of plan information
        • EnergyAustralia App
        • Estimate tool
        • Fee removal - NSW
        • Flexi Saver
        • General FAQs for residential
        • Late bills
        • Late fees
        • Life support
        • Meter usage request
        • My Account
        • No Frills
        • Online security
        • Opt out
        • Other fees and charges
        • Paper Bill Fees
        • Power of Choice
        • Processing fees
        • PowerResponse
        • PowerResponse Virtual Power Plant
        • Rate changes - NSW, Qld, SA, ACT
        • Rate changes - Victoria
        • Reducing energy and bills
        • Remote Energisation
        • Secure Saver
        • Solar power
        • Solar - NSW solar bonus scheme
        • Switch On Energy Victoria
        • Time of Use changes
        • Total Plan
      • Contact us Show menu dropdown
        • Billing and enquiries
        • Complaints and feedback
        • Electricity and gas plans
        • Faults and emergencies
        • Find an electricity distributor
        • Heating, cooling and hot water system warranty claims
        • Meter installations or upgrades
        • Solar power and battery storage
        • General enquiries form
        • Our postal address
        • Other services
      • ACT Transparency Code
    • COVID-19 Show menu dropdown
      • NSW Customer Update
  • business icon Business
    • Electricity and gas Show menu dropdown
      • Small business Show menu dropdown
        • Basic Business
        • Business Demand Plan
        • Solar Max Business
        • Total Plan Business
        • Business Balance plan
        • Plans
        • Rates and tariffs
        • Connections, disconnections and new meters
        • Business Carbon Neutral Show menu dropdown
          • Marketing Toolkit Information
      • Multi-site business
      • Major builders
    • Internet plans
    • Solar for business Show menu dropdown
      • Why solar power for your business?
      • Grants and incentives
    • Moving Business
    • My account Show menu dropdown
      • Small business Show menu dropdown
        • How to read your bill
        • How to pay your bill
        • Request a payment extension
        • Update contact details
    • Help and support Show menu dropdown
      • Contact us Show menu dropdown
        • Existing customers
        • New customers
        • Faults and emergencies
        • Request a callback
        • Solar for business
        • Our postal addresses
        • Other services
      • FAQs Show menu dropdown
        • Accounts, bills and payments
        • Basic Business
        • Business Balance plan FAQs
        • Business Demand Plan FAQs
        • General FAQs for business plans
        • Guaranteed Service Level Rebates
        • Major Partners
        • My Account
        • Processing fees
        • Quote tool
        • Reducing energy and bills
        • ResponsePro PowerDown
        • Smart meters
        • Solar Max Business
        • Total Business Plan
        • Business Carbon Neutral FAQs
  • truck icon Industrial and Commercial
    • Get a quote
    • Energy Management Show menu dropdown
      • My Account and Billing Show menu dropdown
        • How to read your bill
      • Energy Insights
      • Demand Response Show menu dropdown
        • EnergyAustralia ResponsePro
      • Progressive Purchasing
    • Energy Solutions Show menu dropdown
      • Solar PV and Battery Storage
      • LED Lighting
      • Energy Sustainability
      • Power Factor Correction
    • My Account
    • Help & Support Show menu dropdown
      • Contact us
      • Contract terms and conditions
      • Default rates
      • Rate changes
      • Brokers and Consultants
  • info icon About us
    • On by EnergyAustralia
    • Sustainability Show menu dropdown
      • Overview
      • The Energy Charter
      • EnergyAustralia Climate Change Statement
      • Our environment
      • Our community Show menu dropdown
        • Community grants program
        • Aboriginal and Torres Strait Islander engagement
        • Procurement at Energy Australia
      • Our people
      • Economic sustainability
    • Energy generation Show menu dropdown
      • Cathedral Rocks Wind Farm
      • Hallett Power Station Show menu dropdown
        • Hallett community
      • Lamberts North Ash Repository
      • Mt Piper Power Station Show menu dropdown
        • Mt Piper Community
        • Mt Piper EPA Reports
        • Mt Piper and Wallerawang water data
        • Mt Piper projects
        • Mt Piper tours
        • Mt Piper Brine in Ash Co-Placement
        • Mt Piper dams safety standards report
      • Pine Dale Coal Mine Show menu dropdown
        • EPA Reports
        • Pine Dale community
        • Yarraboldy Stage 1
      • Tallawarra Power Station Show menu dropdown
        • Tallawarra community
        • Tallawarra EPA reports
        • Tallawarra Lands project
      • Yallourn Power Station Show menu dropdown
        • History
        • Community
        • Energy transition
        • Ensuring we do the right thing
        • Environment Show menu dropdown
          • Annual Mine EPBC Report
          • Yallourn Daily Air Emissions
          • Yallourn Monthly EPA Reports
          • Morwell River Diversion
          • Class 3 Indicator and PM10/PM2.5 air emission studies
        • The mine
        • Yallourn community grants
      • Jeeralang Power Station
      • Newport Power Station
      • Ballarat Battery Storage
      • Gannawarra Battery Storage
      • Energy projects Show menu dropdown
        • Tallawarra B Project
        • Lake Lyell Pumped Hydro
        • Wooreen Energy Storage System
        • Marulan Power Station
    • Media Show menu dropdown
      • News
      • Fact sheets
      • Speeches
      • Awards and recognition
      • Images
    • Careers Show menu dropdown
      • Careers at EnergyAustralia
      • Who we are Show menu dropdown
        • Customer focus
        • Energy business
        • Enterprise delivery
      • Meet our people Show menu dropdown
        • Meet our leaders
      • Life with us Show menu dropdown
        • More than words
        • Everyone’s welcome
        • Making a difference
        • Zero harm is our goal for health and safety
      • What we offer Show menu dropdown
        • What’s in it for you?
        • Never stop learning
      • Join us Show menu dropdown
        • Digital Careers at EnergyAustralia
  • blog icon Blog
  • Home
  • Business
  • Industrial and Commercial
  • About us
  • Blog
Click
Select your state
  • ACT
  • NSW
  • QLD
  • SA
  • VIC
  • Log in
  • Register
  • My Account
EnergyAustralia logo
  • Electricity and gas

    Electricity and gas

    • Compare electricity and gas plans
    • Go carbon neutral
    • Understand electricity and gas plans
      • How to compare plans
      • When to switch
    • Get an energy quote
    • On by EnergyAustralia
    • How to disconnect and reconnect
    • New meters and installations    
    • Green energy plans    
      • Green energy options
    • Energy saving and safety
    • Solar power
      • Feed-in tariffs
      • Virtual Power Plant
  • Internet plans
  • Moving house
  • Bills and accounts

    Bills and accounts

    • Manage your account
    • Pay your bill
    • Understand your bill
    • Payment options
    • Request a payment extension
    • Hardship policy
    • Switch to eBilling
    • Understand your meter
    • Submit your own meter reading
    • Concessions
    Carbon Neutral
    100% carbon neutral energy in your home, at no extra cost.

    Find out more

  • Help and support

    Help and support

    Contact us

    • Billing and enquiries
    • Electricity and gas plans
    • Faults and emergencies
    • Find an electricity distributor
    • Meter installations or upgrades
    • View all contacts

    Frequently asked questions

    • Accounts, bills and payments
    • My Account
    • Carbon neutral
    • Victorian electricity bill changes
    • Default Market Offer
    • View all FAQ categories
  • COVID-19

Help and support

Late bills

This SMS is just to let you know that your bill has been delayed and that we’re currently working to fix this. We appreciate your patience and we’re sorry for the inconvenience.

Your final bill for your former account has been delayed. Even though you no longer have this account with us, you’re still responsible for payment for any energy you used while this account was in your name.

Under government regulations, where there have been billing delays caused by us, you’ll only be asked to pay bills that cover:

  • the last four months if your premise is in VIC from the date of your final bill
  • the last nine months if your premise is in NSW, ACT, QLD or SA from the date of your final bill.

At this stage we don’t need you to do anything. We just want to reassure you that we’re working to get your bill to you as quickly as possible.

There could be several reasons why your bill has been delayed, including issues with our billing system or missing information from your energy distributor. 

You don’t need to do anything about this; we’re working to get your bill to you as quickly as possible.

We’re sorry that you haven’t received your bill. Please be assured that we’re working to ensure your bills are sent out on time, but we also want to make sure we get it right. 

Once your bill does arrive, we can offer you an extended period to pay or a payment arrangement if this will help. 

We know that late bills can be harder to pay. So, if it helps, we can offer you various payment options: 

Before you get your bill

  • You can make advance payments before you get your bill or set up a Regular Pay plan to make regular advance payments. This is a common payment method that helps you manage your bills. 
  • If you no longer have this account with us, you can still make advanced payments before you get your final bill. 

If you’d like to take advantage of this option or make advance payments, call us on 1800 143 097. 

When you get your bill

  • You can arrange a longer payment period or a payment arrangement by calling us on 1800 143 097.

Under government regulations, where there’ve been billing delays caused by us, you'll only be asked to pay bills that cover up to four months in VIC and nine months in NSW, ACT, QLD or SA. You won’t be charged for any delayed bills that cover a period of time longer than four months in VIC and nine months in NSW, ACT, QLD or SA.

While we work on sending your bills, please continue to make your regular payments as arranged. These payments will be reflected on your next bill. If you’d like us to review your arrangement, just call us on 1800 143 097 once you’ve received your bill. 

There’s no need for you to do anything until you receive your bill. 

However, you can make advance payments before you get your bill or set up a Regular Payment plan to make regular advance payments. This is a common payment method that helps you manage your bills. If you no longer have this account with us, you can still make advanced payments before you get your final bill. If you’d like to take advantage of this option or make advance payments, call us on 1800 143 097.

  • FAQs
    • How to reach us during the COVID-19 situation
    • Accounts, bills and payments
    • Anytime Saver
    • Balance Plan FAQ’s
    • Guaranteed Service Level Rebates
    • Solar Max
    • Bulk hot water systems
    • Basic Home
    • Carbon neutral
    • Certificate of electrical safety
    • Changes to your Victorian Energy bills
    • Concessions
    • Default Market Offer
    • Delayed transfers
    • eBills
    • End of plan information
    • EnergyAustralia App
    • Estimate tool
    • Fee removal - NSW
    • Flexi Saver
    • General FAQs for residential
    • Late bills
    • Late fees
    • Life support
    • Meter usage request
    • My Account
    • No Frills
    • Online security
    • Opt out
    • Other fees and charges
    • Paper Bill Fees
    • Power of Choice
    • Processing fees
    • PowerResponse
    • PowerResponse Virtual Power Plant
    • Rate changes - NSW, Qld, SA, ACT
    • Rate changes - Victoria
    • Reducing energy and bills
    • Remote Energisation
    • Secure Saver
    • Solar power
    • Solar - NSW solar bonus scheme
    • Switch On Energy Victoria
    • Time of Use changes
    • Total Plan
  • Contact us
    • Billing and enquiries
    • Complaints and feedback
    • Electricity and gas plans
    • Faults and emergencies
    • Find an electricity distributor
    • Heating, cooling and hot water system warranty claims
    • Meter installations or upgrades
    • Solar power and battery storage
    • General enquiries form
    • Our postal address
    • Other services
  • ACT Transparency Code
Get the EnergyAustralia App
Get it on Google Play
Download on the App Store
 
  • Credit statement
  • Terms and conditions
  • Energy Plan Information
  • NSW EPA reports
  • On by EnergyAustralia
  • Meter usage request
  • Careers
  • Privacy
  • Disclaimer
  • Site map
  • Contact us

© 2020 EnergyAustralia. All rights reserved.

ABN 99 086 014 968

TRUenergy is now operating as EnergyAustralia

Facebook Twitter Linkedin