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Contact us

To ask questions about or manage your bills, call

Electricity or natural gas
13 24 61

LPG
13 35 74

For our interpreter service
1300 137 427

For concession information
VIC 1800 658 521
SA 1800 307 785

Email us

Your bill FAQs

For your home

Payment options

What are my payment options?

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

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.

Please note: If you request a payment extension, you will not receive any pay on time usage discounts applicable under your energy plan. You must pay in full by the bill due date to receive these pay on time discounts.

Call us on:
Natural gas and electricity - 13 24 61
LPG - 13 35 74
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 LPG customers).

Concessions & rebates

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
LPG - 13 35 74
Interpreter service - 13 14 50

Queensland concessions

Queensland electricity rebate

Eligible customers can receive an Electricity rebate of up to $320.97 (GST inclusive) per year, paid as a daily rate of $0.87934 (GST inclusive) effective from 1 July 2014. If you are eligible for the full concession this will appear on your bill as $0.7994 per day (GST exclusive) with the GST calculated after, or $0.87934 per day (GST inclusive). The rebate is available for the holders of the following current and valid cards (other eligibility criteria apply):

  • Pensioner concession card (issued by either Centrelink or the Department of Veterans' Affairs)
  • Veterans' Affairs gold card (For all conditions (Gold card)) and be in receipt of one of the following payments:
  • Widow (including Widowed Mother [AMS] pension)
  • Special rate T.P.I (Including Blinded Disability) pension
  • Queensland Government seniors card (issued by Dept of Communities)

Queensland reticulated natural gas rebate

Eligible customers can receive a natural gas rebate paid as a daily rate of $0.1852 (GST inclusive) effective from 1 July 2014. If you are eligible for concession this will appear on your bill as $0.1684 per day (GST exclusive) with the GST calculated after, or $0.1852 per day (GST inclusive). The Rebate is available for the holders of the following current and valid cards (other eligibility criteria may apply).

  • Pensioner concession card (issued by either Centrelink or the Department of Veterans' Affairs)
  • Veterans' Affairs Gold card (For All Conditions (Gold card)) and be in receipt of one of the following payments:
  • Widow (including Widowed Mother [AMS] Pension)
  • Special Rate T.P.I (Including Blinded Disability) Pension
  • Queensland Government Seniors card (issued by Dept of Communities)
  • Health care cards not eligible

South Australian concessions

The South Australian Energy Concession scheme is administered by the Department for Communities and Social Inclusion (DCSI). A concession of up to $215 per annum is available on your electricity bill for holders of the following cards (eligibility criteria apply):

  • Pension Concession Card
  • Department of Veteran Affairs Gold Card (TPI, EDA or War Widow
  • Centrelink Low Income Health Care Card
  • Commonwealth Seniors Health Care Card
  • SA State Concession Card; or
  • receive an eligible payment from Centrelink; or
  • receive Abstudy or Austudy as a full-time student

More information

New South Wales concessions

Low Income Household Rebate

The Low Income Household Rebate is a concession of $235 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
  • Centrelink health care card for:
    • Carer allowance (child under 16)
    • Sickness allowance
    • Special benefit
  • DVA Pensioner concession card

Or you must be entitled to and receive a:

  • DVA war widow or widower pension or
  • DVA disability pension.

If you (or another person residing with you) are using electricity for systems that directly support life you may be entitled to the NSW Government's Life Support Electricity Rebate. For details or to apply, please contact us on 13 24 61.

Medical Energy Rebate

The medical energy rebate is for eligible customers who have an inability to self-regulate body temperature when exposed to extremes (hot or cold) of environmental temperatures. It is associated with certain medical conditions such as Parkinson's disease and multiple sclerosis.

The medical energy rebate is a concession of $235 per annum, applied at a daily rate to your electricity bill. To be eligible for the rebate:

  • Either the account holder or anyone residing at the residence must have an inability to self-regulate body temperature. This requires a signed form by a medical practitioner who has been treating the patient for at least three months;

    AND

  • The account holder must have one of the following concession cards:
    - Pensioner Concession Card;
    - Department of Veterans Affairs Gold Card; or
    - Health Care Card.

For details or to apply, please contact us on 13 24 61.

The medical energy rebate is funded by the NSW government.

Victorian concessions

Gas Winter Energy Concession (WEC)

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

  • Pensioner concession card
  • Health care card
  • Veterans' Affairs gold card

Note: From 01 March 2011 this concession is for gas bills only. The Electricity Winter Energy Concession has been replaced by the Annual Electricity Concession.

Annual Electricity Concession (Effective 01 March 2011)

The Annual Electricity Concession (AEC) applies to electricity bills from 1 March 2011 and will provide eligible concession card holders with an annual 17.5% discount off their electricity bills. To be eligible for the Annual Electricity Concession you will need to hold one of the following concession cards:

  • Centrelink pensioner concession card
  • Centrelink health care card
  • Department of Veterans Affairs (DVA) Gold Card

Controlled Load Electricity Concession

The Controlled Load Electricity Concession provides a 13 per cent discount on controlled load usage charges. The concession is applied on bills issued throughout the year and is only available to concession cardholders who are charged a controlled load tariff for separately metered electric hot water or slab heating. Households must have a dual element electricity meter or dual element smart meter in order to be eligible to receive the Controlled Load Electricity Concession.

The Controlled Load Electricity Concession does not apply to general electricity consumption during off-peak periods enabled by the introduction of flexible or time of use tariffs.

The Controlled Load Electricity Concession replaces the off-peak concessions from 1 December 2013.

ACT concessions

The Energy Concession covers both electricity and natural gas, and is calculated on a daily basis, with rates depending on the season. Rebates are available on the principal place of residence only and the account must be in the cardholder’s name. The annual rebate amount in 2014-15 is $338.21.

The Utility Concession provides an additional $88.25 rebate in 2014-15 to eligible concession card holders to minimise the cost of living. The rebate is added to the existing Energy Concession to offset the rise in basic utility costs, including water bills.

The combined Energy/Utility rebate for 2014-15 is $426.46. The current daily summer rate for the combined Energy/Utility rebate is approximately 55.049 cents per day from 1 November to 31 May, and the winter rate is approximately 202.438 cents per day from 1 June to 31 October.

  • Pension Concession Card
  • Department of Veteran Affairs Gold Card
  • Centrelink Low Income Health Care Card

The primary card holder’s name must be the first name appearing on the concession card. The primary card holder’s name and address must be the same as the name and address appearing on the bill/transaction record. Rebates can only be claimed from the start date of the primary card holder’s concession card. Please note: the Commonwealth Seniors Health Care Card is not an eligible card under the scheme.

General questions

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 Market Terms and Conditions  for more information on estimated readings.

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.

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:

Card Payment Fee (CPF)

Does Origin charge a fee for payments made using Visa or MasterCard?

A 0.6% fee (inc. GST) may apply to electricity and natural gas bill payments made by Visa and MasterCard.

Do other electricity and gas companies charge a CPF?

Many companies apply a payment 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 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).

How do you calculate the CPF?

This is 0.6% inc GST of your payment amount. 0.6% = 0.006 of the amount. So if your bill is $200, and you pay by Visa or MasterCard, the card payment fee is $1.20. (200 x 0.006 = 1.2)

If this applies to me, what other payment options are available to avoid the CPF?

If the CPF applies to you, you can avoid the 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 ®from your savings or cheque account
  • In person at an Australia Post outlet, paying by cash or from your savings or cheque account.

How will the CPF apply?

If this applies to you it will be shown on your next bill as a miscellaneous adjustment named 'Card Payment Fee' against the amount.

Late payment fee

What is the Late payment fee?

A late payment fee of $12 may apply to bills for supply addresses in NSW, SA and Queensland not paid in full by the due date. Some exemptions apply. For example, if your supply address is in New South Wales, a late payment fee will not apply if:

  • for electricity contracts, the account holder receives the Low Income Household Rebate or the Medical Energy Rebate;
  • if the bill that was not paid by the due date, or another bill under your contract, is the subject of a matter being considered by the energy ombudsman;
  • if the bill is subject to an arrangement to pay by instalments under a payment plan;
  • if any part of the bill is paid by a voucher issued under the Energy Accounts Payment Assistance Scheme; or
  • if we are aware that you have sought assistance to pay the bill from a participating community welfare organisation that issues vouchers under the Energy Accounts Payment Assistance Scheme

If you experience any difficulties in paying your energy bills, we can help. Please contact us and we can look at ways to help manage the payment of your bills.

Natural gas and electricity - 13 24 61
Interpreter service - 13 14 50

How much is the late payment fee?

The late payment fee is $12 (GST does not apply)

Does this fee apply to both gas and electricity bills?

Yes, it may if not paid by the due date.

Direct debit is one of the easiest ways to avoid the late payment fee, and still remain in control of your finances. Please refer to our payment options page for a list of other convenient payment options and payment plans available.

Are there any exemptions to the late payment fee?

Late payment fees in Victoria are prohibited.

Additionally, some other customers will be exempt from the late payment fee. For example, if you have already agreed an extension with us, you may not be charged the late payment fee. If you are experiencing difficulties paying your account, we can help. Please contact us and we can look at ways to help manage the payment of your bills.

If your supply address is in New South Wales, a late payment fee will not apply if:

  • for electricity contracts, the account holder receives the Low Income Household Rebate or the Medical Energy Rebate;
  • if the bill that was not paid by the due date, or another bill under your contract, is the subject of a matter being considered by the energy ombudsman;
  • if the bill is subject to an arrangement to pay by instalments under a payment plan;
  • if any part of the bill is paid by a voucher issued under the Energy Accounts Payment Assistance Scheme; or
  • if we are aware that you have sought assistance to pay the bill from a participating community welfare organisation that issues vouchers under the Energy Accounts Payment Assistance Scheme

Natural gas and electricity - 13 24 61
Interpreter service - 13 14 50

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. To set up Direct debit or to view other payment options, please visit our payment options page or see the back of your bill.

If you are experiencing difficulties paying your bills on time, please call us on 13 24 61 in advance so we can help you manage your payments and bills in the future.

How will the late payment 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).

If you have a business account see our Small business FAQs