The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service for unresolved complaints with your electricity, gas or water supplier. Before you contact EWOQ with your complaint, you must first try to resolve the problem with your electricty, gas or water company.
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Understanding your bill

What is your bill telling you?

Under the National Energy Retail Rules, your gas retailer must send you a bill at least once every three months. Depending on your contract and payment options, you may get your bill monthly.

Each retailer has a different way of displaying the information, but by law the following must be included on your bill:

  • Payments you have made since your previous bill, and if you are in credit or in arrears, the amount.
  • Any amounts still outstanding.
  • The dates of the billing period and the estimated date of your next scheduled meter reading.
  • Whether the bill is based on an actual meter reading or is estimated.
  • The total amount of electricity consumed.
  • The relevant fees, charges and tariffs applicable to you.
  • The due date for payment and a list of payment options.
  • A telephone number for billing, payment enquiries and payment plan options.
  • A telephone number for supply issues, faults or emergencies.
  • Your name, property address, billing address (if different), account number and meter identifier number.
  • Advice on how to access interpreter services.
  • Advice on the availability of concessions you may be entitled to.

There are a number of other fees and charges that can make up the cost of your bill:

  • service/network charges (for the delivery of energy and water and the maintenance of the poles, wires and pipelines)
  • cancellation/termination charges
  • security deposits
  • late payment fees
  • restriction penalties
  • disconnection penalties and reconnection charges
  • special meter reading fees
  • credit card processing fees.


Understanding your bill

Many retailers have a section on their website where they explain their bills. They are also able to explain the details over the phone.


What should you check for on each bill?

  • If you receive concessions, check that they have been applied.
  • If there are any amounts outstanding from previous bills.
  • If there are any messages from your retailer relating to changes to your bill (i.e. rate increases, offers of monthly billing).


Are you concerned about your bill?

If you feel that there is an issue with your current bill, you should first take the time to thoroughly read it, compare it to previous bills (especially the bill from the same time last year), and write down the issues that you wish to raise with your retailer. If you have a clear understanding of the bill and the issue, you will be better equipped to ask the right questions when you speak with your retailer.

If you believe your bill is unusually high because your retailer has made an error, you can ask them to explain why or to carry out a full investigation.

If there is an error with your meter reading or charges on your account, your energy or water company is able to backbill you by issuing an adjustment notice. While the adjustment notice can cover any length of time (for example, two years’ worth of corrections) your energy company can only bill you for the nine months before the date of the adjustment notice. However, if you don’t allow access to the meter and you receive an adjustment notice, there is no limit on the length of time the retailer can backbill you.