Billing mistakes


Billing mistakes

Sometimes, things go wrong and your energy or water company makes a mistake on your bill.

Types of billing mistakes

There are many errors that can be made on an energy or water bill. For example:

  • your concessions or discounts aren’t included
  • a payment you made got lost in the system and wasn’t credited to your account
  • there is a mistake in your meter data, or the meter isn’t working properly
  • the company estimated how much energy or water you used, and the estimate is too low or too high.

If you have solar panels [PDF, 321 KB], there are other mistakes that your company might make on your bill. For example:

  • solar credits aren’t included on your bill
  • the wrong feed-in tariff is used.

What to do if you think there’s a mistake on your bill

If you think there’s a mistake on your bill, contact your company and explain the problem. If you’re not happy with their response, call EWOV.

If you have stopped receiving concessions [PDF, 748 KB] on your bill, make sure your company has up-to-date concession card details for you. You should also check that the name on your concession card and the name on your energy or water account match exactly.

Read, download and print: simple fact sheets about billing mistakes

Fact Sheet 3

Estimated bills and meter access

Billing mistakes, Delayed and catch-up bills, Meters, poles, wires and pipes
Explains when and why bills are issued based on estimated meter readings
Fact Sheet 5

Refunds and lost payments

Billing mistakes
Information about energy and water refunds and the problems that can be experienced with payments

How we've helped others: case studies about billing mistakes

Case study

A customer is concerned with the location of his water meter and estimated bills

Billing mistakes, Delayed and catch-up bills, Meters, poles, wires and pipes

Hot topic articles about billing mistakes

Hot topic

Estimated meter reads (July 2018)

Billing mistakes, Delayed and catch-up bills, Meters, poles, wires and pipes
Hot topic

Real Time Resolutions (July 2017)

Getting connected and changing energy company, Energy disconnection and water restriction, Billing mistakes, Meters, poles, wires and pipes
During the first half of this year, EWOV began to wind down the Real Time Resolution (RTR) process as a case handling option.

Billing mistakes

Types of charges on energy and water bills

Energy and water bills usually have two main types of charges:

  • usage charges for the energy or water you’ve used, based on a reading from your meter
  • service charges, a flat, per day charge that pays for your access to the energy or water system.

Water bills can also have special charges such as waterways and parks charges.