Community announcement
1 December 2009
High utility bills – what can customers do?
Complaints to the Energy & Water Ombudsman NSW (EWON) about high utility bills continue to increase and
billing issues currently represent 40% of customer complaints.
Customers who have received a bill that they think is too high can:
1. Try to identify a possible reason.
Check your usage - are you using more energy or water?
Compare the usage on your high bill with a bill from a similar period (eg. the previous year).
If your usage has increased for a similar number of days, consider the following:
o
If there was extreme weather and/or extended periods of very cold or hot weather during the
billing period, did your household use more heating or cooling?
o
Did you purchase any new appliances?
o
Have you checked for faulty appliances or leaks?
o
Did you move into a new property?
o
Did you have guests staying or additional people living at your property?
o
Were you or someone in your household at home more often during the day?
Does the billing period include price increases?
Price increases for energy and water come into effect each year (typically on 1 July) and impact on all
customers. Regulated prices for customers on standard contracts are set by the Independent Pricing and
Check your current and previous bills for estimated readings.
Retailers can estimate your bill if there are problems accessing your meter. If your previous bills were
estimated and you were undercharged, you may receive a higher than expected catch-up bill when the
meter reader gains access to your meter and takes an actual reading.
2. Contact your retailer
Ask your retailer to explain the charges on the bill. If you need more time to pay, ask about an extension or an
instalment plan arrangement. Your retailer may also be able to offer you advice on ways to save energy or water.
3. Emergency assistance
Ask your retailer about agencies in your area that distribute EAPA (Energy Accounts Payment Assistance)
vouchers or PAS (Payment Assistance Scheme) vouchers for water. These vouchers can be paid towards your
energy or water bills, and are distributed by community agencies throughout NSW such as neighbourhood
centres, Anglicare, St Vincent de Paul or Salvation Army. If you cannot obtain EAPA vouchers contact EWON on
freecall 1800 246 545.
Low-income customers may be eligible for NILS (No Interest Loan Schemes) to help replace old appliances with
4. Contact EWON (Energy & Water Ombudsman NSW)
If you are not satisfied with your retailer’s response or you are unable to negotiate a payment arrangement,
contact EWON on freecall 1800 246 545 or visit www.ewon.com.au to lodge a complaint online.
Customers can contact EWON on freecall 1800 246 545 or visit www.ewon.com.au
Media enquiries: Maria Leonardis, phone (02) 8218 5206, mobile 0401 216 727 email: marial@ewon.com.au
NEWS 
