Your retailer must tell you about this price increase 5 business days before the change (except in Queensland, where they need to tell you at least 10 days before any price increase applies). The price of my energy has increased since my last bill-is this allowed?ĭepending on the type of energy offer you're on, a retailer can increase the price (tariff rate) of your energy. If you're not satisfied after that has happened, you can talk to the energy ombudsman in your state or territory. Your retailer must review your bill if you request them to do this. I think my bill is incorrect-what can I do?Ĭontact your retailer as soon as possible. Once the retailer has obtained an actual meter read, it is their responsibility to adjust the next bill accordingly-this may involve a credit to your account if the bill was overestimated or a further payment request if the bill was underestimated. If your bill is an estimate, it will be based on your previous consumption usage for a similar time period. Under the NECF, your retailer must issue you with a bill at least once every 3 months. As a customer, it's your responsibility to make sure your meter is accessible. You might not be there when the meter is scheduled to be read, so it is important that there is an accessible and clear path available. Sometimes an energy bill will be estimated because a meter reader could not access the meter. My bill is based on an estimate-is this allowed? This cost may vary, so you should confirm the amount you may be charged before asking for a meter test. However, if the meter is found to be working correctly, you can be charged for the cost of the meter test. You should contact your retailer to make arrangements for a meter test. Under the NECF you have the right to arrange for your meter to be tested if you believe it is faulty. Common questions from consumers I don’t think my meter is working-who do I call? In the Northern Territory, Victoria and Western Australia, energy consumers’ protections are provided through local legislation. If you live in the ACT, NSW, Queensland, South Australia or Tasmania, you're covered by the National Energy Customer Framework (NECF). Laws exist to protect you, and to provide consistent safeguards in terms of the sale of energy to customers. Energy is an essential service and it is important that everyone can access it.
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