Your bill FAQs

Please refer to 'paying your bill' for our wide selection of convenient and simple payment options.

We may in certain circumstances be able to provide you with an extension to pay your account.

Please call us prior to the Due Date to discuss.

Natural Gas and electricity: 1300 661 544

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 LPG customers).

Your network distributor or its agent needs access to your premises in order to read your meter, so that we can bill you based on your actual consumption.

When your meter cannot be accessed for an actual read, we will bill you based on an estimate of your previous actual reads.

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.

There are many reasons why your gas or electricity bill could be higher than you expected. These can all impact on your gas and electricity consumption or reading and add up to a higher bill.

For example:

• Have you installed any new equipment recently that is connected to electricity or gas?

Learn more about energy efficiency.

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

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.

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

A late payment fee of $12 may apply to bills not paid in full by the due date. Some exemptions apply.

This fee is $12.(GST does not apply)

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

However, customers can avoid the Late payment fee by paying on time. Setting up Direct debit can help ensure your bills are paid on time.

We encourage you to call us on 1300 661 544 if you’re having trouble paying your bill on time.

The amount will be charged to your next bill.

You can avoid the Late payment fee by paying on time. Setting up Direct debit can help ensure your bills are paid on time.

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