High bill disputes

Ever been shocked by an energy bill that was way more expensive than you expected? Here's what you need to check, starting with how much energy you used.

• Did you use more power than normal because of heating or cooling?
• Is your total amount based on an estimate? Or, was your last bill based on an estimate that was too low, meaning you owe more this time?
• Check the charges and payments section. Have all credits been applied, including previous payments, concessions, and rebates?
• Maybe your discount time frame has ended.
• Or has the tariff in your plan changed?

These small changes can result in a bigger bill.

If you've found an issue or you're still not sure why your bill is so high, talk to your energy provider. Their contact details are on the first page of your bill. If you can't resolve the issues, that's where we can help.

The Energy and Water Ombudsman is a free, fair and independent dispute resolution service. Our job is to help Queenslanders get a fair outcome. Whether you want advice, or want to make a complaint, we're here for you. Let's talk. Online, phone, or in person. Visit e w o q dot com dot a u or call 1800 662 837. 

Compare your energy or water usage on previous bills. If your usage has increased, think about why – did you have extra guests staying, were you watering your garden more or did you use more heating or cooling appliances? Small changes in usage can result in a higher bill. 

If you've received a high water bill and your usage has increased by a huge amount, it's possible you have a concealed water leak. Find out more about how to check for concealed leaks and what to do if you discover one. 

Check to see if you've received notification from your provider about an increase in prices. If you've received a high electricity bill, check to see if your tariff type has changed or if your plan has come to an end.

If your energy provider has increased their prices, you should check with your provider if you're still on the best value plan for your needs. You should also compare plans from other energy providers to see if you could make savings by switching. Read more about changing energy providers and comparing plans. 

Check the charges and payments section of your bill. Have all your previous payments been applied? If you receive a rebate or concession, has that been applied?

Check the charges section of your bill to see if it is based on estimated or actual use. An estimate can cause a higher bill as it can be overestimated or if a previous bill was underestimated you may receive a 'catch-up bill' to recover the charges. Read more about estimated bills and what you can do if you receive one. 

If you think there has been an error with your meter reading or you want to submit your own meter reading, your should contact your provider. Here are some tips for checking and understanding your meter.