Reading your bill


We’re the Energy and Water Ombudsman Victoria, also known as EWOV. We're a free and independent dispute resolution body for Victorian energy and water customers.

Reading your electricity, gas and water bills can be tricky, but here are some basics you should know.

Each bill must contain information on the ways you can pay, details on how to get help with payments, as well as an interpreter service phone number.

When reviewing your bill, check that your address, meter number and account number are correct and note if any discounts, rebates or concessions have been applied.

Your bills should also contain meter readings as well as a breakdown of Usage and Service charges for each kilowatt hour of electricity, megajoule of gas, or kilolitre of water you’ve used.

The usage charges on your electricity and natural gas bills relate to how much electricity or gas you’ve used, and the service charge is a fixed charge that contributes to infrastructure costs.

Your water bill usage charges are made up of water use and sewage disposal. Your service charge is a fee for infrastructure maintenance. Remember, if you’re renting, the landlord pays the water service charge.

At times, your energy and water bill can be estimated, based on your previous usage at a similar time of year. If your reading has been estimated, it must say so on the bill.

To ensure an actual reading, make sure your meter is accessible. If meter access is unsafe or blocked, your meter will not be read. Remember, if the estimate is below your actual usage, at some stage you will receive a catch-up bill.

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