Sorting out your electricity, gas and water bills
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Call EWON if you or your family:
• have problems opening an account
• can’t work out a payment plan with your company for unpaid bills
• can’t find EAPA or PAS vouchers
• have been or are about to be disconnected
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Opening/closing accounts
It’s important to open an account when you move in and close it when you move out so you don’t end up paying someone else’s bill. You can open or close an electricity or gas account by phone. Usually the company will ask you for your date of birth when you open an account. It can take two or three days to connect (or disconnect) supply after you call the company.
Security deposits for energy accounts
If you are a new customer the company may ask you to pay a security deposit. The company may refund the amount after one year of on time payments or when you close the account. If you are experiencing financial difficulty, ask them if there is a way you can avoid paying the security deposit. If you are on a pension or benefit and enter a Centrepay arrangement to pay your bill, an energy company can waive the security deposit.
Green energy options
When you open a new electricity account it’s likely you’ll be offered green energy options. These options usually cost more. You don’t have to take up green energy if you can’t afford it. You’ll still be supplied electricity. For more information on green energy visit www.greenpower.nsw.gov.au
Disconnection/reconnection
If you don’t pay your bills or miss payments, you can end up being disconnected. Let the company know if you are having problems paying your bills. They may be able to refer you to their customer assistance program or allow you to set up a long term payment plan. You can’t be disconnected if you have an appointment with a community agency about EAPA (Energy Accounts Payment Assistance) vouchers.
Payment plans and customer assistance programs
Most electricity, gas and water companies provide payment plans and customer assistance programs to help people who are having difficulty paying their bills. Contact the company to find out what help they offer and whether you are eligible.
Centrepay
If you are on a pension or benefits, you can ask the company about setting up a Centrepay arrangement to help manage your bills. With Centrepay, you nominate an amount to be deducted from your pension or benefit (minimum of $10 per fortnight). Centrelink transfers this amount to your energy or water account.
Emergency financial assistance
To be eligible for EAPA or PAS the account needs to be in your name and you will need to bring a recent bill to your appointment to show how much you owe. Contact your energy or water company for a referral to a community organisation. If you have trouble locating EAPA or PAS, contact EWON for help.
Rebates
- NSW energy rebate for pensioners
If you are a pensioner you may be eligible to receive a rebate to help pay your electricity and gas bills. The rebate will appear on your electricity bill. Make sure you provide the company with your pensioner concession number and that your details are entered correctly on their system. If you move house or switch companies, check your bill to make sure the rebate has been applied.
- Utilities allowance for pensioners
A federal government allowance to help pensioners meet the costs of regular bills such as electricity, gas and water. This allowance is paid by Centrelink, for more information phone 132 300 or visit www.centrelink.gov.au
- Water rebates
Contact your water company to find out about the types of rebates they offer and how to apply. Some companies also offer lowcost services to help customers reduce their water usage.
- Life support rebate
If you require certain medical equipment in your home that is necessary to sustain your life, for example a kidney dialysis machine or respirator/ventilator, you may entitled to a rebate on your electricity bill. Contact your electricity company for more information.
Energy offers and contracts
Many companies offer special rates on electricity, gas or both, if you agree to a contract. With most deals:
- they can charge you a fee if you cancel the contract earlier than the agreed term
- you will need to enter a new contract if you change address (the early termination fee may be waived if you stay with the same company).
Don’t agree to anything without reading the contract terms carefully. Ask someone you trust for advice about the offer or contact EWON for more information. Remember, it’s okay to say ‘no’ to a marketer and you don’t have to let them into your home.
Energy marketing
If you don’t want to be contacted by a particular company about energy offers, you will need to call them and let them know. To prevent telemarketing calls, you can put your name on the Do Not Call Register, phone 1300 792 958 or visit www.donotcall.gov.au
You can also clearly display a sign at your property stating ‘No Marketers’. Marketers must abide by such signs. If you have a sign displayed and an energy marketer visits your home, contact the company immediately or call EWON.
Unpaid bills or debts
If you have unpaid energy or water bills and are contacted by a debt collector, call the Consumer Credit Legal Centre (CCLC) on 1800 808 488 or EWON.
Water charges
If you are moving into public housing, a caravan park or a private unit with its own water meter, you can be asked to pay for the water you use (this should be written in your lease).
Getting someone else to help
You can give permission for someone else to speak to the company to help set up an account or sort out problems with your bills.
What can EWON do to help?
If you can’t sort out a problem with your energy or water company, we can help with issues such as:
- opening or closing an account
- with a high bill or disputed account
- with disconnection or reconnection
- negotiating a realistic payment plan or more time to pay your bill
- with an energy contract or switching companies
