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.

back to top

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

back to top

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:

  • Had additional workforce at this time?
  • Used a new appliance or equipment for a longer period due to seasonal temperatures?

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

back to top

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.

back to top

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.

back to top

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.

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.

back to top

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).

back to top

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.

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.

back to top

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 or newsagent.

back to top

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.

back to top

Yes, if you' re paying for an appliance purchased at our Origin Shop and payment of this appliance is part of your bill. If you're our LP Gas customer (both bottled and reticulated), you will also be exempt.

back to top

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.

back to top

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.

For Supply Addresses located in NSW and SA a late payment fee of $8.80 (GST inclusive) per fuel may apply for each bill paid after the due date. Amount subject to change as notified on our website. Some exemptions apply.

back to top

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.

back to top

How much is the late payment fee?

This fee is $8.80 (GST inclusive).

back to top

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.

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.

back to top

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.

back to top

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.

back to top

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.

back to top

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).

back to top

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 & 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.

back to top