Received an unexpected high energy bill or a bill that doesn't look right?
Billing errors do sometimes happen, but it’s common for high bills to be caused by other factors such as:
- increased usage in different seasons (eg using the heater more in winter)
- faulty or new appliances
- more people living in the property
- tariff increases or changes (eg due to a meter change)
- backbills or 'catch up' bills following an under-read or estimated bill
- changes to a billing period
- other charges on the account (including transferred arrears, miscellaneous fees)
- billing delays
- errors with rebates or concessions.
How we can help
Always contact your provider in the first instance and ask them to explain the bill. They can also help if you're having difficulties paying your bills. If you're not happy with their response, you can lodge a complaint with us.
Billing investigations may take time to resolve, so we recommend you pay the part of the bill not in dispute. This will help you stay on top of your bills and show the retailer you are acting in good faith.
If you’re not experiencing serious affordability issues and appear to be using our investigation to avoid payment, we may close the investigation.