Opening your electricity bill to find the amount due is significantly higher than expected can be a jarring experience, especially for those in the over-60s bracket who are often on fixed incomes and carefully budgeting their expenses.

Whether it's an unexpected charge or an unusually high bill, disputes over energy costs are common, and knowing how to address these concerns effectively is crucial for consumers to ensure they are not overcharged and their queries are resolved efficiently.

This guide provides essential steps and resources to help you manage and resolve any discrepancies in your gas or energy bills.

An estimated bill is not an exact measurement of your electricity usage but rather a prediction based on your usage during the same period in the previous year.

Energy companies might resort to estimates when they're unable to obtain an actual reading from your meter due to reasons such as access issues due to locked gates or unrestrained pets, meter faults, or extreme weather conditions, or if the meter was faulty or broken.

Some companies might estimate your usage based on data from similar customers.

The Australian Energy Market Commission mandates that energy companies must make a genuine effort to perform actual meter readings at least once annually instead of relying on estimates.

If you believe your electricity bill is wrong because of an estimate, you can dispute it. Credit: Shutterstock

According to the Australia Energy Regulator, energy retailers in Australia must indicate on customers’ bills whether the reading is based on an actual reading or an estimate.

Look for terms like ‘estimated reading’ or the letter ‘E’ next to your usage charges. If you spot these, it's a clue that your bill might not reflect your real usage.

If you believe your estimated bill has led to an overcharge, you don't have to sit back and accept it. The next bill that comes with an actual reading should, in theory, balance out the overestimate.

However, if you're unwilling to wait, you can take action by providing the energy retailer with your meter reading.

This can often be done through the company's website or app, or by sending a clear photo of your meter, and remember to submit your reading before the due date of your bill.

This is applicable solely to households equipped with traditional meters, as smart meters can be monitored remotely.

Should you suspect that your meter is faulty, you have the right to request an inspection.

Keep in mind that if the meter is found to be functioning correctly, you may be charged a fee for the check, so it's wise to inquire about potential costs beforehand.

You can also communicate with your retailer about the unexpected charge. They are required by law to review your bill and address your concerns according to their complaints policy.

Don't hesitate to ask for a timeline on when you can expect a resolution.

If it's determined that you were indeed overcharged, the retailer must adjust your next bill by the overcharged amount if it's less than $50.

On the other hand, for overcharges exceeding $50, you have the option to have the amount deducted from your next bill or to receive a direct refund.

In the case that you're dissatisfied with the retailer's response, the next step is to contact the energy ombudsman in your state or territory.

During the dispute process, your energy service cannot be disconnected, so you must maintain power while the issue is being resolved.

Conversely, if you've been undercharged due to a retailer's error, according to the AER, you're only responsible for repaying the amount owed from the last nine months.

However, if the undercharge is your fault—for instance, if a meter reader couldn’t safely reach your property—you must repay the entire amount regardless of the timeframe.

Fortunately, you won't be expected to pay it all at once; if you were billed less than what you owe for over a year, you'll have a year to settle the balance, while if it's under a year, you'll have the same number of months to repay as you were undercharged.

Following steps to dispute your gas or energy bill can lead to discovering innovative solutions like smart meters.

These devices are revolutionising how households manage energy consumption, offering potential cost savings and greater efficiency.

Understanding your billing rights ensures fair treatment and empowers you to explore modern energy-saving technologies.

Discover more about smart meters and how they can benefit your household's bottom line.

Key Takeaways

• If you suspect your electricity bill is incorrect due to an estimated reading, you have a right to challenge the bill by submitting your own meter reading to the retailer.
• Energy retailers in Australia must inform you if your bill is estimated, and they are legally obliged to conduct actual meter readings at least once a year.
• You can ask your energy retailer for a review if you think your meter is faulty or if you have been overcharged, but you may incur a fee if no fault is found.
• If you have been overcharged or undercharged, there are specific repayment guidelines, and you have the right to dispute the bill or seek recourse through the energy ombudsman in your state or territory.

Have you ever been overcharged on your electricity bill? What was your experience in resolving the issue? Share your stories in the comments below!

 

[TennzyAlyn]

Thanks for sharing, it's good to know there are resources out there to help.

 

[ukebrain]

Hey, I know how stressful it can be when your energy bill catches you off guard. Recently, my grandparents faced a similar situation with their electricity bill. Turns out, there was a mistake in how their meter readings were recorded. We contacted the supplier and got it sorted after a bit of back-and-forth. It's crucial to double-check everything and if needed, use resources like consumer helplines or online guides. Also, consider switching to a provider like Octopus Energy (https://octopus-referral-code.co.uk/), which offers transparent billing and great customer service.