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Energy and Water Ombudsman
Victoria Listen Assist Resolve
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Fact Sheets
Fact Sheets
Fact Sheet 1
High electricity and natural gas bills
High bills
Information to help residential customers understand why they may have received a bill that is higher than usual
Download fact sheet [PDF, 370 KB]
Fact Sheet 2
High water bills
High bills
Information about higher than expected water bills for residential customers
Download fact sheet [PDF, 467 KB]
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
Download fact sheet [PDF, 397 KB]
Fact Sheet 4
Backbilling
Delayed and catch-up bills
Information and rules about backbilling
Download fact sheet [PDF, 381 KB]
Fact Sheet 5
Refunds and lost payments
Billing mistakes
Information about energy and water refunds and the problems that can be experienced with payments
Download fact sheet [146.34 KB]
Fact Sheet 6
Concessions and grants
High bills, Billing mistakes
Information about electricity, gas and water concessions
Download fact sheet [PDF, 785 KB]
Fact Sheet 7
Energy payment difficulties
Energy disconnection and water restriction, Trouble paying a bill, High bills
If you can't pay an electricity or gas bill, new protections came into effect from 1 January 2019. Read to learn more.
Download fact sheet [PDF, 62 KB]
Fact Sheet 8
Disconnection and restriction for debt
Energy disconnection and water restriction, Trouble paying a bill
Helping residential customers understand their rights and responsibilities and the assistance which may be available to them
Download fact sheet [PDF, 279Kb]
Fact Sheet 9
New transitional housing tenants
Getting connected and changing energy company
Helping transitional housing tenants avoid energy and water hassles
Download fact sheet [PDF, 325 KB]
Fact Sheet 10
Smart Meter basics
Meters, poles, wires and pipes
Information about Smart Meters, the Advanced Meter Infrastructure (AMI) rollout and how Smart Meters may affect Victorian electricity customers
Download fact sheet [PDF, 332 KB]
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