It’s important to know your rights and obligations in case anything goes wrong with your current energy provider. No matter how happy you are with their services, there are things we can’t help when they happen.
Your electricity and gas are covered by consumer protection just like any products you buy or the services you avail. Consumer’s protection for households in New South Wales, Queensland, South Australia, Tasmania or the Australian Capital Territory is covered by the National Energy Customer Framework (NECF).
Victoria, Northern Territory, and Western Australia are covered by their local legislation.
Frequently Asked Questions by Consumers
Whom should I call if my meter is not working?
Under the NECF, as a consumer, you have the right to have your meter tested if it’s not working. You have to contact your retailer to have it tested. Confirm the amount you may be charged before asking for a meter test. If the meter is found working fine, then you may be charged for the meter test.
Are bill estimates allowed?
In case the meter reader cannot access your meter, the energy bill is estimated. Make sure your meter is accessible with clear path available for the meter reader.
Under NECF, a retailer must issue the bill at least once every three months. Bill estimates are based on your previous consumption usage for the same period. Once done with the actual meter reading, the retailer should do the necessary bill adjustment if overestimate or underestimate.
What should I do if my bill is incorrect?
Contact your retailer as soon as possible so they can review the bill. If you’re not satisfied, you can contact the local energy ombudsman.
What should I do if the price of my energy increased from my last bill?
Your retailer can increase the energy tariff rate depending on the type of energy offer you have. They must inform you no later than the date of your next bill for any increase. In QLD, it should be at least 10 days before any price increase.
If disappointed with the increase in price, check other retailers for a better offer that suits you. Make sure you know the details of the existing contract before switching your provider as it may cost you some fee.
What should I do if I received a disconnection notice?
What should I do if I’m having difficulty with payments?
If you think you’ll fail to pay your bills on time or already experienced the same in the past, contact your retailer to discuss options. Your retailer can offer you a hardship policy.
Know more about Energy Rights
How can I avail energy rebates or assistance in paying my bill?
Rebates are mandated by your local government. Rebates may vary from one another as per the state and territory. Check here for the updated summaries of all energy and sustainability rebates offered by the national and local government.
What should I do if I don’t understand or disagree with something my retailer?
For anything that has something to do with your energy bill or contract, contact your retailer immediately. If the issue is not resolved or you’re not satisfied with the results, you may contact the local ombudsman for further help you.