Delayed Bills

If you haven’t received a bill from us in a while, it could be that we’ve held onto your bill for a reason. Getting you an accurate and timely bill is a top priority, so we’re really sorry if an unexpected bill issue has impacted you.

Read on for more information about billing schedules, billing delays and what we can do to help.

How often should I get a bill?

Firstly, you’ll need to know how often you should expect to get a bill.

If you have a basic meter, you will receive a bill from us once every three months. If you have a communication enabled meter, also known as an interval or smart meter, you’ll generally receive a bill from us monthly.

Not sure whether you have a basic or smart meter? Give us a call on 13 14 04 (Monday – Friday, 9am-6pm Sydney time) and we can confirm for you. Or, take a look at the bill period on your most recent bill and that will tell you your standard billing period.

Why might your bill be delayed?

A bill might be delayed because we’re missing meter read information from your energy distributor. Or, it can be because our system has picked up an issue that may impact your bill. If this is the case, we place a hold on your bill to make sure we address anything that’s not right, before we issue your bill to you.

What do you need to do?

There’s nothing you need to do. We’ll get you your next bill as soon as we can.

However, we understand that bill delays can be frustrating, especially if they impact your financial planning. If you would like, you can go ahead and make an interim or advance payment even before we issue your bill. You can nominate the amount you would like to pay and make a credit card payment over the phone or BPAY payment. Our BPAY biller code is 390609.

To make a credit card or BPAY payment, you’ll need your customer reference number. You’ll find this printed on the first page of your bill, in the How to Pay section.

Have you set up direct debit payments for your energy account? Then it's important to note that if your manual payment hasn't been processed by your bill's due date, your bank account or credit card will still be debited for the amount owing on your bill.

Payment extension

We know that a delayed bill can be more difficult to pay, so we’ll always do our best to work out an arrangement that suits you. This can mean giving you more time to pay by extending the due date on your bill, or by setting up a payment plan that lets you pay the amount owing over a longer period of time.

Can you get an estimate of what your bill will be?

You can give us a call on 13 14 04 (Monday – Friday, 9am-6pm Sydney time) and we can provide an estimation of your bill. Remember, this will be an estimation only and may differ from the amount in your next bill – as soon as we are confident in the accuracy of your bill, it will be issued to you.

Get in touch

If you’re still worried about a delay in receiving your bill, our team are happy to help. Please contact us on 13 14 04 (Monday – Friday, 9am-6pm Sydney time) or email us at