Have you received an energy bill that is much higher than you expected? Or a bill that does not look right?
Billing mistakes can happen. But high bills are often caused by other things, such as:
- using more energy in some seasons (for example, using a heater in winter)
- a faulty appliance
- a new appliance that uses more energy
- more people living in the home
- a price change or tariff change (tariff means the rate you pay for energy)
- a “catch up” bill after an estimated bill or an under-read meter
- a change to the billing period (the number of days in the bill)
- other charges on the account (such as moved debt, or extra fees)
- a delay in billing
- lower solar output because of the season or weather
- a problem or error with rebates or concessions.
How we can help
Contact your provider first. Ask them to explain the bill.
They can also help if you are having trouble paying.
If you are not happy with their response, you can lodge a complaint with us.
Paying while we look into the bill
Billing complaints can take time to sort out.
If you can, pay the part of the bill you agree with. Do not pay the part you are disputing.
This can help you keep up with your bills. It also shows you are trying to do the right thing.
If it looks like you’re using our investigation to avoid payment, we may close it. If you aren’t really struggling to pay, that could also lead to us ending the investigation.
Read case studies of customers we’ve helped with high bill issues.
