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
Fact Sheet 2

High water bills

High bills
Information about higher than expected water bills for residential customers
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 4


Delayed and catch-up bills
Information and rules about backbilling
Fact Sheet 5

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

New transitional housing tenants

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