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
Fact Sheet 2

High water bills

High bills
Information about higher than expected water bills for residential customers
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
Fact Sheet 5

Backbilling, refunds and lost payments

Billing mistakes
Information about energy and water refunds and the problems that can be experienced with payments
Fact Sheet 6

Concessions and grants

High bills, Billing mistakes
Information about electricity, gas and water concessions
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.
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
Fact Sheet 9

Moving into transitional housing?

Getting connected and changing energy company
Helping transitional housing tenants avoid energy and water hassles
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
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