WHAT TO DO IF YOU HAVE A COMPLAINT

1Know the complaint
  • Take your time
  • Clarify the issues
  • Consider a resolution
 
2Read our website and FAQs  
3Try to resolve  
4Seek Further Assistance  

Understanding a high gas bill

Many factors can contribute to a high gas bill. It not necessarily a mistake. Understanding why your bill is high is a process of elimination. Is it because you have used more gas? Is it because you are paying more for what you do use?

It is important to understand your bill before contacting your gas retailer.

Taking time to read the bill properly and comparing it to previous bills will help you understand why the bill is higher; and then you will be able to address the issue more effectively.

Let us guide you through some of the most common causes of high bills.

Has your usage been estimated?

Check your current and previous bills for the word ‘estimated’ (or the letter ‘e’) next to the meter read. Your meter read may have been estimated rather than actually read.

When a bill is estimated, it is based on usage from the same time last year, and can often result in your estimated usage being lower or higher than your actual usage. If your circumstances have changed in the last year your usage will be different. For example, you may have acquired new appliances or had additional people staying.

Your next bill, based on an actual read, will bring your account back in line with the current reading on your meter. If your previous estimated bill was too low, your next bill may be higher than you expected. Similarly, if your bills have been overestimated, you will eventually receive a reduced bill.

No matter how many estimated bills you have received in a row, once an actual read has been taken, you will be billed for - and pay for - gas you have actually used. 

Have you used more gas?

Every gas bill contains valuable information about your usage.

Next to the graph on the bill, you will see your ‘Average daily use’ for the current bill as well as for the same time last year.

‘Average daily use’ is calculated by taking the total megajoules of gas used in the billing period and dividing the number by the number of days in that period. Comparing your current average daily use with that of the previous year, does it indicate you have used more gas than last year?

To understand why you may have used more gas, look at the billing dates on the bill and think about what happened during that period.

  • Did somebody in your household spend more time than usual at home, or did you have guests staying?
  • Did you use more heating during a cold period?
  • Did you use more hot water, or did you cook with gas more than you normally do?
  • Did you buy or use any additional appliances?

 

You can do your own estimation of how much gas you use on a regular day.

To do this:

  • Take a meter read at a set time on a typical day.
  • Take another read the next day at the same time.
  • To translate the difference between the two meter reads into megajoules you must multiply the figure by either:
    • 38.61 if your meter records cubic meters; or
    • 1.09 if your meter records cubic feet.

When you compare your meter read with the ‘Average Daily Use’ on the high bill and find that you are using a high volume of gas, you may need to seek advice on how to manage your usage and reduce future bills.

Remember, a small amount of additional usage each day adds up to a high dollar value. Even a few extra megajoules per day can equal a significant increase in your bill.

Have your gas rates increased?

Your gas contract will outline how your retailer is required to advise you of increases to your gas rates.

They may notify you in writing, by a letter with the bill or by a notice on the bill itself.

Compare your high bill to your previous bill, or to the bill from the same time last year. Are you paying more per megajoule?

Keep in mind that a high bill may be a combination of an increase in your gas usage and an increase in what you pay for your usage.

If you have any questions about your rates or increases, you should contact your gas retailer.

Is there a ‘balance brought forward’?

Had you paid all outstanding amounts before your current bill was issued? If not, then your bill is likely to include any previously unpaid amounts.

Your bill will show you two figures:

  • ‘Balance bought forward’ – Any balance (still owed or in credit) at the time the new bill was issued.
  • ‘New charges’ – The charges for the current billing period.

You may think you have received a high bill when in fact your new charges are in line with your previous bills. If old charges remained unpaid, they will be added to the new charges and the total owing will be a higher figure.

If you need assistance with payment options you should contact your gas retailer.

Have you checked the meter details?

Do check that the meter number on your  bill matches meter number(s) at your property.

If they do not match you should immediately contact your retailer.

Additional charges or missing concessions?

Are there any establishment fees, administration fees, connection or disconnection fees, late fees, early termination or exit fees?

Are any expected concessions missing?

If so, you should contact your gas retailer.

Links and further information

 

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