Understanding your bill

Knowing what is on your bill will help you understand your energy usage.

Your electricity bill explained

Page 1 of bill

Page 1 of your ActewAGL electricity bill explained.

 

Page 2 of bill

Page 2 of your ActewAGL electricity bill explained.

Page 3 of bill

Page 3 of your ActewAGL electricity bill explained.

Your natural gas bill explained

Page 1 of bill


Page 2 of bill

 

Page 3 of bill

Gas bill estimates – FAQs

What is an estimate? 

Estimated bills are issued when access to your meter cannot be obtained. The distributor will issue retailers with an estimated reading which in most cases, is based on your average daily use for the same period the previous year. It is difficult to provide an accurate estimate if the billing history has changed, for example when a customer has moved or changed from using gas to electricity. There are industry guidelines that we follow when estimating your bill.

Why do I sometimes receive an estimated gas bill?

Under industry guidelines, gas bills are based on estimated consumption in cases where actual meter readings are not available in the system when your quarterly invoice is generated. There are valid reasons for this occurring; for example, when a meter reader cannot gain access to a meter or they cannot attend on a particular day due to hazardous weather.

Why are some estimated bills higher than ‘normal’?

Estimated bills are generally based on your average daily use (consumption) for the same period last year. However, in some cases there may not be any billing history or customers may have varied their gas usage; for example, when they move house or switch between gas and electricity. This can lead to higher or lower estimated consumption.

For a new connection the estimated bill is based on how the customer has indicated they will be using gas, such as heating, cooking and hot water.

Why do some people receive two bills?

This can happen when a gas retailer receives information about an actual meter reading shortly after an estimated bill has been sent, in which case a second bill is automatically generated with the updated due amount.

If you have paid a bill based on estimated consumption, your account will be adjusted as soon as a meter reading showing actual consumption is available to your gas retailer.

I’m concerned about my gas bills, what should I do?

We encourage customers to call our Assist team on 13 18 86 and we will work through their individual circumstances.

What if my estimate was too high and I have paid too much?

If you have paid a bill based on estimated consumption, your account will be adjusted as soon as a meter reading showing actual consumption is available to your gas retailer.

What if I’ve paid my estimate and it’s more than my actual bill?

If you’ve paid too much or too little as a result of an estimated bill your account will be adjusted in the next billing period so you’ll only pay for the [electricity/gas] you’ve used.

Can I have a refund if I’ve overpaid my bill?

Yes, you can request a refund by calling 13 14 93. Alternatively your next bill will be credited with the overpaid amount.

I’ve paid the estimate and my actual bill is more, do I need to pay the difference?

If you have any concerns over the difference being paid, give the ActewAGL Assist team on 13 14 93 to check and if necessary arrange further time to pay.

I’ve paid my estimate and my actual bill is less, will I get a refund?

You can request a refund if your account is overpaid by calling the ActewAGL Assist team on 13 14 93. Any over or under payment on your account will be adjusted in the next billing period so you’ll still only pay for the electricity/gas you’ve used.