High electricity bills

EWON can help you if you disagree with the amount of your electricity bill. In some cases we may identify an error made by your electricity company. In other cases we can provide information to help consumers understand and manage their energy usage.

Generally, we would expect you to have tried to sort out your high bill complaint with your electricity supplier first. Before contacting them, have a look at some of our tips for dealing with your supplier.

If you dispute your high bill and still require help after contacting your electricity supplier, contact us or use our online complaint form.

For information on how we will conduct high bill investigations, download our factsheet.

The case study below is an example of how we assisted one customer with her high electricity bill.

Case study: lighting the way

Mrs B did not receive an electricity account for twelve months and then received one for $2283, with fourteen days to pay. She was shocked at the amount and contacted her electricity supplier to query why she had not received regular quarterly bills.

Mrs B's supplier explained that they manually check abnormally high accounts before sending them out. Mrs B's account was overlooked in the manual checking process leading to a twelve-month delay in issuing her bill.

Mrs B believed that if she had received regular bills she could have acted to reduce her electricity consumption.

The supplier offered her twelve months to clear the debt but they were not prepared to reduce the amount owing. Mrs B was not satisfied with the explanation, and contacted EWON to discuss her concerns and seek advice on her repayment options.

After an EWON investigation the supplier amended Mrs B's account based on her electricity use for the same period for the previous year. Mrs B's account was reduced by $660 and the supplier offered nine months to pay. The supplier agreed to review their systems relating to the non-issuing of accounts for customers in similar situations.