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Actual meter read
Consumption data recorded from your meter when it has been accessed either remotely or by a meter reader.

Account holder
The person who has established the account in their name. The account holder will be listed on the bill.

Account number
The unique reference number your retailer uses to identify your account.

A person authorised by a customer to act on their behalf and with whom EWON will liaise regarding a complaint. An advocate could be a family member or community worker. 

Advanced Meter – see digital meter.

Authorised party
A person an account holder gives permission for the retailer or distributor to speak with about their account. Without this authority the retailer or distributor can only speak with the account holder.

Authority to Act
The provision of authorisation by one person to another person (the advocate) to act on their behalf. Authorisation can be provided verbally or in writing, depending on the relationship.

Australian Energy Regulator (AER)
The national government body that regulates the energy industry. New South Wales’ electricity and gas industries come under the jurisdiction of the Australian Energy Regulator.

Average daily cost
The dollar value of your average daily electricity, gas or water use.

Average daily use
The average amount of electricity, gas or water that you use each day over a specified period.


A bill issued either after a delay or when a customer has been undercharged. 

Basic meter
A meter that records consumption on a cumulative basis and is manually read. 

Battery storage
Electricity stored in a battery located at a home or business. Electricity generated by a solar system or other renewable energy electricity system can be stored for usage at times when the solar system or renewable energy system is not generating power. 

An assistance program offered by Sydney Water for customers who are experiencing long-term financial difficulties.

Billing period
The supply period covered by each bill, usually a quarter.

Bill smoothing 
An arrangement made between a customer and retailer to pay an agreed amount on a regular basis to even out energy payments. Payment amounts may be adjusted if consumption increases or decreases over time.  

Bulk hot water system  - see common hot water system


Catch up bill
A bill issued after one or more bills based on estimated meter read(s). 

A billing service for customers who receive a Centrelink benefit. Deductions are made from the benefit before the customer receives it and are paid directly to the customer’s electricity, gas or water account. 

Common factor - see conversion factor

Common hot water system
A single hot water system which supplies each unit in a building. The hot water is then piped through the building to individual units. Also known as a bulk hot water system. 

Allowances granted by the government for consumers in particular situations. Concessions include the low-income household rebate, medical energy rebate, life support, family energy rebate, and gas rebate. 

The establishment of your electricity, gas or water supply.  The process of commencement of supply at your premises. 

The amount of electricity, gas or water you use. Sometimes referred to as use or usage. 

The agreement you have accepted or signed with your retailer, which includes the terms and conditions of your supply.

Contract discount
A discount that may be applied by your retailer to your bill under your market contract. 

Controlled load supply  
An electricity supply limited by an electricity distributor to certain times of the day or night, often used for off-peak hot water.

Controlled load meter 
A meter that measures the controlled load supply.

Conversion factor
The calculation made by dividing the amount of gas used to heat the water in the common hot water system by the total amount of cold water that enters the system. This calculation is made by the gas distributor and is used to work out the megajoules you will be charged on your gas bill for your hot water consumption.