Your bill FAQs

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

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

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...

Yes you can choose to pay your bill online using Postbillpay or at your lending institutions internet banking site using savings, cheque, Visa or MasterCard accounts (not available to LP Gas customers).

You can also choose to receive bills online, go to to Bpay view®  to find out more or register.

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

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

Eligible customers can receive an Electricity rebate of up to $173.48 per year, paid as a daily rate of $0.4753 (GST exclusive) effective from 1 July 2009. 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)

Eligible customers can receive an natural gas rebate paid as a daily rate of $0.148 (GST exclusive) effective from 1 July 2009. 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

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
• Health Care Card (on appropriate payment)

More information

• Call the concessions hotline on 1800 307 758.
• Visit www.sa.gov.au/concessions 
• Or email us

The Pensioner Energy Rebate is a concession of $130 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.

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 $130 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.

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.

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.

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:

• Energy efficiency in the home

This fee reflects the bank charges Origin incurs for card payments. Until now, we have absorbed this charge for our customers. The CPF is 0.6% fee (inc, GST) will apply to payments made by Visa or MasterCard

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).

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)

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 ^®from your savings or cheque account
• In person at an Australia Post outlet, paying by cash or from your savings or cheque account.

Payments made with Visa or MasterCard will incur this 0.6% charge on their next bill. This can be seen on the bill as a miscellaneous adjustment named ‘Card Payment Fee’ against the amount.

Yes, the fee applies when you pay your natural gas and electricity bills by Visa or MasterCard.

From 1 January 2010, a late payment fee of $12 may apply to bills not paid in full by the due date. Some exemptions apply.

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

The late payment fee is $12

Yes, it applies to each natural gas and electricity bill that is not paid by the due date. However, LP Gas is excluded.

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.

Some 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.

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

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.

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