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Hardship program 
A retailer’s program for customers experiencing difficulty paying their energy bills due to financial hardship. All retailers are required to offer a hardship program. You can contact your retailer to find out if you are eligible. 

Heating value
One of the gas multipliers used to convert units of gas used to megajoules (MJ)

Hot water meter
A meter that records your hot water usage by volume of water. These meters are often used when there is a common hot water system at a property. 


Inclining Block Tariff
When you pay a higher price per kilowatt hour or megajoule for consumption over certain amounts. You will find information about your tariff structure in your retail contract. 

Independent Pricing and Regulatory Tribunal (IPART)
IPART sets regulated gas prices, provides guidance on solar feed-in tariffs and monitors the competitiveness of the retail electricity market. IPART also administers the licences and monitors the safety and reliability of transmission and distribution networks in NSW and conducts other reviews into different aspects of electricity supply at the request of the NSW Government. IPART determines Sydney Water and Hunter Water charges.

Interval meter – see Time of use meter

An electronic device used to convert direct current (DC) into alternating current (AC). Customers who install solar panels or battery storage must have an inverter as part of their installation.

Issue date
The date that your retailer generates a bill. 


For Energy and Water Ombudsman NSW, jurisdiction refers to the areas of the energy and water industry in which the Ombudsman has the authority to investigate disputes.


The standard unit of measurement for your water usage.

A kilowatt-hour (kWh) is the unit of measurement used for your electricity consumption. It is calculated as the energy equivalent to consumption of power in kilowatts and time in hours, with a kilowatt being equal to 1,000 watts.


Late payment fee
A fee that may be applied in accordance with your contract terms when full payment of your account is not made by the due date.  This fee should not be applied to accounts which receive the Low Income Household Rebate or Medical Energy Rebate, are on a hardship program or payment plan, or who paid part of their last bill with an EAPA voucher.  

Life support equipment
Medical equipment required by a person residing at a customer’s premises for life support. View a full list of approved equipment.

Life support rebate
A rebate available on electricity bills if you are required, or have someone living with you who is required, to use approved energy-intensive life support equipment at home.  

Local area retailer
The retailer nominated by state legislation for a particular geographic area who has responsibility for providing energy to new connections. 

Low Income Household Rebate
The government rebate which may be applied to your electricity bills. Previously known as the Energy Rebate or Pension Rebate.


Market retail contract
A negotiated contract for which the terms and conditions can be agreed between you and the retailer, but must still comply with the minimum consumer protection requirements specified by the National Energy Retail Rules.

Megajoule (MJ)
The unit of measurement used for your gas consumption. A megajoule equals 1,000,000 (1 million) joules.

Medical energy rebate
A rebate for a customer who has a member of their household that requires additional heating or cooling because they are unable to self-regulate their body temperature. 

Meter accuracy test
A test by an approved technician to determine if a meter is recording consumption correctly. A fee may be charged in many circumstances. 

Meter data logger
A device which transmits information from an internal meter (for example, inside a flat) to a panel outside. This means that the meter reader does not need to enter each premises within a building to take a reading. 

Meter number
The serial number which is on a meter. The meter number will also be stated on your bill. 

Monthly billing
A bill issued every month instead of every quarter, as agreed between you and your retailer. Energy consumption may be estimated as meters are usually only read once every three months by the distributor. 

Move out fee
A fee that may be charged when a customer moves out of a premises.