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Energy and Water Ombudsman
Victoria Listen Assist Resolve
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1 July 2019 Victorian energy market reforms
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Fact Sheets
Fact Sheets
Fact Sheet 1
High energy 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, 130 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
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, 114 KB]
Fact Sheet 5
Backbilling, refunds and lost payments
Billing mistakes, Delayed and catch-up bills
Information about energy and water refunds and the problems that can be experienced with payments
Download fact sheet [PDF, 110 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
Moving into transitional housing?
Getting connected and changing energy company
Helping transitional housing tenants avoid energy and water hassles
Download fact sheet [PDF, 134 KB]
Fact Sheet 11
Solar and feed-in tariff basics
Getting connected and changing energy company, Solar
General information about issues with solar, including the connection process and how to check your bill
Download fact sheet [PDF, 240 KB]
Fact Sheet 12
Energy service orders
Getting connected and changing energy company
Why things can go wrong with energy service orders and the rules and timeframes that apply to different types of electricity and gas service orders
Download fact sheet [PDF, 155 KB]
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