Your account questions
Your account frequently asked questions
How can I find out my account balance?
You can check your account balance by using energy.web, our unique, web-based account management tool. Click here to find out more. Alternatively call 13 23 56 to discuss with one of our customer service advisers.
What happens if my account goes into credit?
Your account may remain in credit until your next invoice. In fact, if you are an Easy Pay customer a credit balance can occur from time to time. Alternatively, if you have inadvertently overpaid your account you can call 13 23 56 to arrange a refund cheque to be sent to you.
What are my payment options?
We have a full range of payment options to help make paying your bills more convenient. For a full list of available options view our payment options page.
What do I do if I am having trouble paying my bill?
We want all our customers to have continued access to energy services, and may be able to offer flexible arrangements to help you achieve this. If you are concerned about meeting a payment on time, please contact us. Click here for more information about some of our initiatives designed to make things a little easier.
Why does my account seem so high?
There are numerous factors to examine when you believe your account is high. For example, are the number of billing days more than your previous accounts? Have you introduced any new appliances? You can use our online energy wise calculator to do your own personal energy audit and see what appliances are using the most energy in your home, and where you may be able to save. Our customer service advisers can also help you review your account by calling 13 23 56.
What do I do if I think my account is incorrect?
If you feel your energy account is incorrect, we want to hear from you. Click here for the best ways to raise your concerns.
Why do I have to pay a Service Availability Charge?
The Service Availability Charge contributes to the cost of making electricity available whenever you need it, regardless of how much electricity is actually used. This includes maintenance and upgrades of the electricity network, a 24 hour a day, seven days a week control centre, emergency and technical response staff, billing and accounting systems. The Service Availability Charge is a fairer way to charge for electricity because everybody contributes a reasonable amount to the cost of making supply available.
Why do I pay a different rate/tariff to my friend in a different area?
Tariffs vary according to location (urban / rural) and the type of consumption (domestic / commercial). You can view all of our tariffs, including a description, by clicking here. Alternatively you can contact 13 23 56 for a more in depth discussion.
Can I change my account payment period to monthly?
Whilst we cannot change the frequency your account is issued, we can arrange for you to pay your account on a weekly, fortnightly or monthly basis via our Easy Pay payment plan. This allows you to spread your costs evenly throughout the year. To arrange an Easy Pay plan please contact us on 13 23 56.
What do I do about paying my account if I plan on going on holidays?
In most instances pre-paying an amount similar to your last account is the best option. Your account can be paid at any Post Office throughout Australia. If you are an Easy Pay customer your instalments continue all year, meaning you don't need to worry while you're holidays. If in doubt you can contact us on 13 23 56.