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.