Electricity Supply, Metering & Billing Problems
This page focuses on what you need to do when you have problems with your electricity bill. Be it related to the supply, metering or the billing. You may of course not have a clue, but simply know your electricity bill costs have risen, when little has happened under the roof.
Visit our other electricity information pages, for other areas of concern raised by Aussie householders. and small business operators.
A growing number of Aussie homes and small businesses are raising electricity cost concerns when,
- There are unforeseen high costs, with no change to the kWh rate or usage. [See #1]
- Billing issues arise after a TOU METER has replaced old style off-peak / on-peak meters
- There are constant brown outs / spikes, which could damage appliances overtime
- There is incorrect billing for off-peak appliances
- Issues arise after transferring from one retailer to another
- Billing issues after installing a Solar PV system
#1 : Assuming no electrical circuit / appliance at fault.
Who Is Responsible For What?
Firstly the electricity distributor is responsible for the what is often termed the 'poles and wires'. The distributor or their representative is the person in charge of reading your meter. These meter readings are then forwarded to your selected electricity retailer.
So if your question relates more to the hardware of the electricity distribution system for your home, ie the poles, wires and meters, then it is often the electricity distributor whom is going to be in a better position to answer your questions. The electricity retailer is often only going to know about what they have on record. What you have installed can be from our experience, quite different from what the retailer's record shows you have installed. So our recommendation here is call the distributor first, if your thinking hardware.
In NSW your three electricity distributors are Ausgrid, Essential Energy & Endeavour.
Secondly electricity billing is totally the responsibility of your chosen electricity retailer. You will often have many electricity retailers to choose from, with all the tariff plans and cents per kWh offered being varied.
Remember your electricity is supplied to your home under two different contracts. One with the distributor and one with the retailer. The latter often stating in their Terms & Conditions:
"This contract does not cover the physical connection of your premises to the distribution system, including metering equipment and the maintenance of that connection and the supply of energy to your premises. This is the role of your distributor under a separate contract called a customer connection contract."
What Can You Do When You Have Problems?
We first recommend in all cases you contact your electricity retailer. You may need to speak to your electricity distributor for further clarification, if you have questions more focused on the hardware installed at your premises. Though distributors do not tend to operate client based customer service desks.
Remember your electricity retailer gives you the right to take any complaint to a higher level at any time. You will see such explanations on their website as:
"Taking your concern to a higher level. If you're not happy at any stage with the way we are investigating your concern, you may have your complaint handled at a higher level by the relevant manager. You may request this at any time by calling or writing to us."
If you are unable to reach a satisfactory conclusion, after speaking to either the electricity retailer or distributor, then your State's Energy Ombudsman can assist you further.
Before calling your State's Ombudsman make sure you have records and information at hand, to substantiate your claim. We recommend you address issues ASAP, as you could be missing out on potential electricity savings, due to errors.
Information Needed When Compiling A Complaint
Make sure you keep detailed records of anyone you have contacted and any discussion. All electricity bills, letters and emails could be vital evidence to your claim.
For privacy reasons the Ombudsman you use, may choose to ask you for confirmation of your authority to act in making the complaint. This may either be asked for verbally or by completing an Authority to Act Form [See NSW EWON's HERE]
Whilst using the services of an Ombudsman are free, you may choose to use Aussie Home Energy to act on your behalf.
Let Us Represent You?
At Aussie Home Energy we know many of you are just to busy to bother compiling a complaint. Or you may have been meaning to get around to it for sometime, but have not as of yet. If this is the case you need our Ombudsman Representation Service. Let us be your advocate, CONTACT US for more information or visit our SERVICES page.
When you choose for Aussie Home Energy to act on your behalf, representing you with respect to your claim, the Ombudsman will ask for you for verbal or written confirmation of this request. Once completed we will be in a situation to act on your behalf.
You will be notified by the Ombudsman that normally their services are free and since you are choosing to use us as your advocate, they will respect this and deal with us directly on your behalf.
Looking For Help To Fix Electricity Metering Or Billing Issues?
If you do not have the time or a suitable understanding to analyse your electricity bills correctly, when you are 100% sure there is an issue, then you need to visit our page on our:
HOME ELECTRICITY METERING & BILLING SERVICE
Reading / Recording Your Daily Electricity Meter Usage
Recording the electricity meter usage on a daily basis is a must for any householder, with an electricity billing issue. We have made it easy for you, by creating a form to note down your daily electricity meter usage figures.
Use our RESIDENTIAL ELECTRICITY METER RECORDING SHEET for your data.
For reading your type of electricity meter see the following posts on our blog and the pdf download.
Australian Electricity Ombudsmen
Energy & Water Ombudsman NSW [EWON]
Website : www.ewon.com.au
PO Box K1343 Haymarket NSW 1240
Freecall : 1800 246 545
Freefax : 1800 812 291
Email : email@example.com
Essential Services Consumer Council ACT [ESCC]
Website : None
Level 6 Eclipse House, 197 London Circuit, Canberra ACT 2601
PO Box 578 Civic Square ACT 2608
Phone : 02 6207 7740
Fax : 02 6207 7739
Email : firstname.lastname@example.org
Energy & Water Ombudsman Victoria [EWOV]
Website : www.ewov.com.au
GPO Box 469 Melbourne 3001
Freecall: 1800 500 509
Freefax: 1800 500 549
Email : email@example.com
Energy Ombudsman Tasmania [EOT]
Website : www.energyombudsman.tas.gov.au
Henty House, 1 Civic Square, Launceston TAS
Phone : 1300 766 725
Fax : 03 6336 2038
99 Bathurst Street, Hobart TAS 7000
GPO Box 960 Hobart TAS 7001
Phone : 1300 766 725
Fax : 03 6233 8966
Email : firstname.lastname@example.org
Energy And Water Ombudsman SA [EWOSA]
Website : www.eiosa.com.au
GPO Box 2947 Adelaide SA 5001
Phone : Freecall 1800 665 565 : 08 8216 1888
Fax : 1800 665 165 : 08 8216 1844
Email : email@example.com
Energy Ombudsman Western Australia [EO]
Website : www.ombudsman.wa.gov.au/energy
PO Box Z5386 Street Georges Tce Perth WA 6831
Freecall : 1800 754 004
Freefax : 1800 611 279
Phone : 08 9220 7588
Fax : 08 9220 7599
Email : firstname.lastname@example.org
Website : www.ombudsman.nt.gov.au
GPO Box 1344 Darwin NT 0801
Phone : 08 8999 1818
Fax : 08 8999 1828
Energy & Water Ombudsman Queensland [EWOQ]
Website : www.ewoq.com.au
PO Box 3640 South Brisbane QLD 4101
Freecall : 1800 662 837
Fax : 07 3227 7068
Email : email@example.com
State Electricity Distributors & Retailers
We are often asked for more information on home electricity retailers, from householders wishing to source a better home electricity agreement. Listed on our ELECTRICITY SUPPLIERS page are the main Australian Electricity distributors and retailers, sorted by State.
The electricity distributor is the body in charge of the poll and wires whilst the retailer is offering you the electricity offer. The offer being either regulated or not.
Aussie Home Energy - Helping You With Your Home Electricity Concerns