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Your bill FAQs

What are my payment options?

Please refer to our payment options page for our selection of convenient payment options and payment plans to help with budgeting.

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Can I have an extension to pay my bill?

If you think you will have trouble paying a bill by the due date, please call us before the due date to talk about it. We want to help and may be able to offer you a range of options including instalment plans, payment in advance, concessions and ways to reduce your bills.

Call us on:
Natural gas and electricity - 13 24 61
LP Gas - 13 24 62
Interpreter service - 13 14 50

What payment plans do you have available?

We provide an Easipay budget plan which averages your bills across the year so you don't have bigger bills in certain seasons, which can make it easier for you to budget (not avaliable to LP Gas customers). more...

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Why is my bill higher than expected?

There are many reasons why your gas or electricity bill could be higher than you expected. Check to see if you:

  • Entertained more at home during this period?
  • Had additional people stay over?
  • Used a new appliance or operated an existing appliance for a longer period due to seasonal temperatures?
  • Are comparing your current bill to a previous bill where a concession was included (i.e. the Victorian Winter Energy Concession is only applicable for bills issued during the months of May - November).

You can learn more about improving your home's energy efficiency and discover ways to save money at our interactive website:

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Am I entitled to a concession?

There are different concessions available in each state. If you are eligible, call us to make sure we apply the concession on your bill.

Call us on:
Natural gas and electricity - 13 24 61
LP Gas - 13 24 62
Interpreter service - 13 14 50

Victorian concessions

The Victorian Winter Energy Concession applies to bills sent out during May to November. To be eligible for the Winter Energy concession, you will need one of the following concession cards:

  • Pensioner Concession Card
  • Health Care Card
  • Veterans' Affairs Gold Card
  • Customers in receipt of a Centrelink payment, such as Newstart, Parenting Payment Partnered or Youth Allowance, may also be eligible.

To find out if you are eligible, please call the Department of Human Services on 1800 658 521.

South Australian concessions

The South Australian Energy Concession scheme is administered by the Department for Families and Communities. Concessions of up to $120 per annum are available for the holders of the following cards (other eligibility criteria apply):

  • Centrelink or Department of Veterans' Affairs Pensioner Concession Card
  • Department of Veterans' Affairs TPI, EDA or War Widow Gold Card
  • Commonwealth Seniors Health Card
  • SA State Concession Card
  • UK and NZ War Widows
  • Customers in receipt of a Centrelink payment, such as Newstart, Parenting Payment Partnered or Youth Allowance, may also be eligible.

For more information

New South Wales concessions

The Pensioner Energy Rebate is a concession of $112 per annum, applied at a daily rate to your electricity bill.

To be eligible, you must reside in New South Wales and will need one of the following concession cards:

  • Centrelink Pensioner Concession Card
  • DVA Pensioner Concession Card

Or you must be entitled to and receive a:

  • DVA War Widow or Widower Pension or
  • DVA Disability Pension.
  • Customers in receipt of a Centrelink payment, such as Newstart, Parenting Payment Partnered or Youth Allowance, may also be eligible.

Queensland concessions

The Pensioner Energy Rebate is a concession of $112 per annum, applied at a daily rate to your electricity bill.

To be eligible, you must reside in Queensland and will need one of the following concession cards:

  • Centrelink Pensioner Concession Card
  • DVA Pensioner Concession Card

Or you must be entitled to and receive a:

  • DVA War Widow or Widower Pension or
  • DVA Disability Pension.
  • Customers in receipt of a Centrelink payment, such as Newstart, Parenting Payment Partnered or Youth Allowance, may also be eligible.

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Can I pay my account online?

At this stage, you cannot pay your account online through our website. We are working on this and look forward to providing you with a secure and streamlined online payment system in the future.

In the meantime, you can choose to receive bills and pay online at your lending institutions internet banking site with Bpay view® using savings, cheque or credit card accounts (not avaliable to LP Gas customers).

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Why is my bill estimated?

Your network distributor or their agent needs safe, easy access to the meter(s) on your premises, so that we can bill you based on your actual consumption.
If they can't access your meter for an actual read, an estimated reading will be made, based on previous usage patterns. When your meter has been read, we can make any adjustments based on your actual consumption and adjust on your next bill.
See our Customer Charter for more information on estimated readings.

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What is the Credit Card Payment Processing Fee?

Since 1 January 2003, under reforms by the Reserve Bank of Australia, merchants have been allowed to recover from cardholders the costs of accepting credit cards (not avaliable to LP Gas customers).

Financial institutions charge us when a customer pays their bill with a credit card, and we also have internal costs to process credit card payments, so we charge a credit card payment processing fee to recover these costs and our costs for administering the process. This fee is 1.00% (GST inclusive) of the payment amount and applies to MasterCard and Visa. We don't accept Diners or American Express or other types of credit and charge cards.

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Do other electricity and gas companies charge this fee?

Many companies apply the credit card processing fee, but we cannot provide information on what fees are charged by other electricity and gas companies.
We can only suggest you carefully check the terms and conditions of any arrangements companies offer you. You may be charged credit card payment processing fees, or fees if you do not pay your bill using a specific payment option (for example, if you do not use Direct Debit).

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How can I be sure you are charging me the right credit card fee?

Our billing systems capture the credit card payment processing fee when you pay your bill by credit card.
On your next bill, you will see this amount marked as the credit card fee in the “Miscellaneous Charges” section (for electricity bills) and “Sundry Charges” section (for natural gas bills). The fee will be shown as a GST exclusive amount and the GST charge / component.

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You can then check that you have been charged the right amount, because it will be 1% (including GST) of the amount you paid on your last bill.

What other payment options are available to me so that I don't have to pay this fee?

You can avoid this fee by paying your bill using any of the other convenient payment options available. These are listed on the back of your bill in the 'How to pay' section and also on our payment options page. Options currently free of payment fees include:

  • By Direct Debit from your savings or cheque account
  • By cheque or money order through the mail
  • By BPAY®
  • In person at an Australia Post outlet.

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How will this credit card fee be applied?

This fee will be calculated and will apply at the time of payment. The amount will then be shown on your next bill.

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Does the credit card fee apply to both gas and electricity bills?

Yes, the fee applies when you pay your natural gas and electricity bills directly by phone to us using applicable credit cards - MasterCard and Visa.

It doesn't apply to LP Gas accounts.

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What is the Late Payment Fee?

The late payment fee is a fee that may apply to customers who do not pay their bill in full by the Due Date. The charging of a late payment fee is permitted under the South Australian Retail Code and New South Wales regulations. Many companies, both in the energy industry and other industries, charge a late payment fee (LP Gas customers are not charged a late payment fee).

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Why have you introduced this fee?

When customers do not pay their bills on time, we incur significant administrative costs to collect payment from these customers. The cost of late payment has been an ongoing concern to us and we decided this fee is an appropriate way of recovering our costs. It's also an incentive for those customers who pay their bills on time, keeping costs down. We encourage customers who are having difficulty paying their bills to contact us before the due date and work out ways together for them to get back on track.

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How much is the late payment fee?

This fee is $8.80 (GST inclusive).

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Does the late fee apply to both gas and electricity bills?

Yes, it applies to each gas and electricity bill that is not paid by the due date. However, LP Gas customers will not be charged this fee.

Customers can avoid the late payment fee by paying on time. Paying via Direct Debit or by choosing an instalment plan can also help you pay your bills on time.

We encourage you to call us if you find you are having trouble paying your bill on time.

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Are there any exemptions to the late payment fee?

Some customers will be exempt from the late payment fee. For example, if you are on an Instalment or Payment Plan or if you have already agreed an extension with us, you will not be charged the late payment fee. If your Direct Debit fails due to your own fault we may charge a late fee.

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How will this fee apply?

The amount of the late fee will be applicable to your current bill will be shown on your following bill.

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What options are available to me so that I don't have to pay this fee?

You can avoid the late payment fee by paying on time. Paying using Direct Debit or by choosing an instalment plan can help you pay your bills on time.
If you foresee any problems paying your bill on time, please call us on 13 24 61 in advance so we can manage your payments and advise you how to reduce your energy use and bills in the future.

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How will a late fee be shown on my bill?

It will be shown in the "Miscellaneous Charges" section (for electricity bills) and "Sundry Charges" section (for natural gas bills).

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Why does my GST not appear to be exactly 1/11th of the amount due?

GST is calculated at 10% of the total taxable charges on your bill. The amount due includes the GST and taxable charges, but may also include items that are not subject to GST, such as some concessions and bill credits that are applied after the GST is calculated. You will find these amounts detailed on the back of your bill.

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