Customer receives estimated bill for 2 years

Published on 12 February 2026

Kieran* lived in a rental property for 2 years and, during this time, never had his meter read. He received only estimated bills from his electricity provider. After moving out, his provider conducted a final meter read and Kieran was hit with a large catch-up bill, leaving Kieran confused and concerned.

Kieran didn’t understand why a meter read had never been taken during his tenancy. With no pets and no visible obstructions near the meter, he believed there was no reason for estimated billing. He disputed the catch-up bill with his provider, but they declined to waive it—prompting Kieran to contact EWOQ for help.

Here's how we helped

We investigated the situation to see if the electricity provider had followed all rules around estimated bills.

We found that the rental property had a high fence which obstructed the view of the yard. Under safety rules, meter readers can make an assessment and decide not to enter a property if they feel unsafe to do so. High fences that obstruct views can be deemed a safety risk as the reader is unable to confirm the property is risk free before entering. The provider had also issued 6 letters to Kieran about access to the meter.

Based on the National Energy Retail Rules, we determined that the provider had followed correct procedures for estimated billing and had made reasonable attempts to access the meter. Kieran’s outstanding bill was valid and remained payable.

Outcome

As a gesture of goodwill, the provider reduced Kieran’s bill by $200 and offered a 24-month payment plan to help him manage the remaining balance. Kieran appreciated the support and accepted the plan.

What can you do? 

Kieran's case highlights the importance of safe meter access and clear communication between providers and tenants, especially when estimated billing is involved.

If you receive estimated bills due to meter access, it's important to get in contact with your provider to resolve the issue or see if you can submit a self-read. Read more on Estimated bills. 

*name changed to protect privacy.