Direct Debit FAQs


Will I still get my account?

Yes, we will send your bill as usual before the payment date, so you can see how much you are paying in advance. The Direct Debit payment and Easipay budget plan option will then be processed automatically on the due date.

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What if I don't have enough money in the account when the bill is due?

If you know there won't be enough in your account on the due date for payment, just call us at least 4 business days before the due date to cancel the Direct Debit. If you don't let us know, the Direct Debit will go through as normal and, if you don't have enough to cover the amount, your bank may charge you a fee.

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What if I don't agree with the amount due?

Just call us at least 4 business days before the due date if you want to dispute the amount on your bill. We'll cancel your Direct Debit and you won't be charged until the dispute has been resolved. If your Direct Debit has gone through and you find any errors in your bill, you will be refunded in full for any portion of the bill which has been confirmed as incorrect.

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Can I cancel the Direct Debit agreement if I change my mind?

Yes, you can cancel the Direct Debit arrangement at anytime. Just call us on 13 24 61 or complete our online enquiry form. To stop a payment going through on Direct Debit you'll need to cancel at least 4 business days before the due date.

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Are my bank account details confidential?

Yes, all the information you give us about your bank account is kept in the strictest confidence between us and your bank. We don't use it for any other purpose, and we don't pass any of your details to anyone else, unless the law requires to do so.

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How do I change my payment details?

You need to tell us in writing about any changes you want to make to your payment details. If a payment is due, we need to know your new details at least 10 business days before the payment will be debited.

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What if I change my address?

If you are moving your energy account to a new home, we will automatically update your Direct Debit details to the new address. To let us know, you can use our move online form or call us on 13 24 63 (for LP Gas call 13 24 62), at least 3 business days before you move (at least 6 days in Queensland).

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