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]